Frequently Asked Questions

Email us at support@tend.ai if you don’t find your answers here.

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Working with Fanuc Robots

Robot Troubleshooting

If the system is unable to communicate with a robot, it is most likely a networking issue. Here are a few things to try to identify the cause of the problem:

  • Verify that a computer can ping both the sidekick IP and the robot IP. This verifies that both devices are on the same network subnet.
  • Double check the network configuration page of the robot. If the robot is configured to use DHCP, the IP may have changed recently.
  • Try to navigate to the robot’s web server page by going to http://[add IP address of robot here] – this will confirm that the robot is accessible. If you see a prompt for authentication, please contact us.

To diagnose the status of a robot failure, navigate to the https://app.tend.ai/robots page to find the robots configured in the system.

Each robot has a View Logs button that will pull diagnostics from the robot and display them in a tree format.

Also, the robot detail page will show a timeline of events that will provide more detail if you click on an item in the activity log:

Refer to the robot documentation to diagnose the cause and remedy for alerts displayed here.

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Fanuc alarms occur at a future time

If you are seeing alarms that occurred in the future (ie. ‘one hour from now’), this usually indicates the time settings on the Fanuc are incorrect. This may happen due to daylight savings time, for instance.

To fix the clock time on the Fanuc:

  1. Press ‘Menu’ button
  2. Select 0 -- NEXT -- by pressing the 0 key
  3. Select 6 SYSTEM by pressing the 6 key
  4. If you are not in the SYSTEM Clock page press F1 followed by 1 to select it
  5. Press F4 to ADJUST the clock.
  6. Navigate with arrow keys and change the values as appropriate.

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How to Configure Fanuc User Alarms

Tend has the ability to send notifications on standard Fanuc alarm severity codes, such as STOP, SERVO, WARN, ABORT, SYSTEM, MOTN, and non-standard events like program state changes.

In addition, you may configure custom User Alarms that will trigger notifications for any event, such as changes in Digital I/O.

Follow these steps to create User Alarms:

  1. Press MENU on the keypad
  2. Select 6 Setup by pressing the number 6 on the keypad
  3. Press the F1 |TYPE| button
  4. Select 9 User Alarm by pressing the number 9 on the keypad

At this point you should be in the Setting/User Alarm page. There are ten (10) user alarms that can be added.

  1. Select the alarm you wish to edit by using the up and down arrow keys.
  2. Press the ENTER key on the keypad to begin editing the alarm message
  3. Edit the alarm message
  4. Press the ENTER key on the keypad to save the alarm message

Changing the Alarm Severity

The default alarm severity for User Alarms is STOP.L which means Stop Local and is designated by the number 6. There are other useful codes that can be selected:

Severity Number
NONE 128

To change the alarm severity follow these steps:

  1. Press MENU on the keypad
  2. Select 0 -- NEXT -- by pressing the number 0 on the keypad
  3. Select 6 SYSTEM by pressing the number 6 on the keypad
  4. Press the F1 |TYPE| button
  5. Select 2 Variables by pressing the number 2 on the keypad
  6. Press ITEM on the keypad and enter the number 686 which should take you to $UALRM_SEV
  7. Press ENTER on the keypad

At this point you should be at the SYSTEM Variables - $UALRM_SEV page. There are ten (10) user alarms severity settings that can be changed.

  1. Select the alarm severity you wish to edit by using the up and down arrow keys
  2. Press the ENTER key on the keypad to begin editing the alarm severity
  3. Edit the alarm severity by entering an integer from the table above
  4. Press the ENTER key on the keypad to save the alarm severity

Adding a User Alarm to your Program

Adding an alarm to your program requires these steps:

  1. Press SELECT on the keypad
  2. Navigate to the program you wish to edit and press ENTER
  3. Move to an empty line (or add empty lines)
  4. Press NEXT on the keypad
  5. Press F1 [INST] on the keypad
  6. Select 8 --next page-- by pressing the number 8 on the keypad
  7. Select 1 Miscellaneous by pressing the number 1 on the keypad
  8. Select 2 UALM[ ] using the arrow keys and press ENTER
  9. The text UALM[..] should appear on the line you selected previously
  10. Press F5 [LIST] on the keypad
  11. Navigate to the user alarm you wish to use and press ENTER

The alarm should now be added to the program.

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Working with Tend Sidekicks

How to Troubleshoot the Sidekick

Sidekicks provide a gateway for you to remotely troubleshoot your robots. It relies on a stable connection to the Internet for communicating with the Tend cloud service, and it can sometimes be difficult to determine whether it is able to access the internet or not.

These steps will help you identify and hopefully resolve the cause of the problem.

Step 1: Verify the serial number

The serial number is found on the bottom of the sidekick and should match the serial on the https://app.tend.ai/sidekicks page:

If the serial numbers don’t match, delete the sidekick and add a new one using the correct serial.

Note: The serial number of the sidekick is also the MAC address.

Step 2: Power cycle the sidekick

The blue light on top indicates the sidekick is on. Push this button to initiate a shutdown, then once the blue light turns off, turn it back on. It’s worth a try!

Step 3:  Verify the network connection

  • Is the green link light on back of the sidekick on? That will tell us if it’s got a good network connection to your switch or router.
  • Verify that another device can access the Internet while connected to the same switch/router. Verify websockets are supported by going to https://www.websocket.org/echo.html
  • Verify that the sidekick has obtained an IP address by checking the DHCP table of your router. Ping the sidekick IP.

Step 4: Test a different network

If possible, connect the sidekick to your network at home or elsewhere and login to the app to see if it comes online. If your corporate network has restrictions based on MAC address or other factors, this test will confirm it.

Step 5: Contact us!

If your sidekick is still not online, please reach out to us at support@tend.ai so we can dig a bit deeper.

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Tend Virtual Sidekick Configuration

Prerequisite: The virtual machine image is built to run on a 64-bit computer. If you need 32-bit support, contact us.
Windows: Ensure Hyper-V is disabled prior to installing VirtualBox. To disable it, hit the Windows Key and type “windows features” then click on Turn Windows features on or off.  Look for Hyper-V and deselect it in the list, then click OK and restart the computer when prompted.
  1. Download Oracle VirtualBox from the official website: https://www.virtualbox.org/wik…
  2. Open VirtualBox and click File > Import Appliance. Select the .ova image you downloaded and click Next. You will not need to ‘Reinitialize the MAC address of all network cards’ although it’s ok if you do.
  3. Select the virtual machine and click Settings > Network and ensure the network is setup for ‘Bridged Adapter‘ and connected to the correct network adapter.
  4. Start the Virtual Machine! It will go to a blank screen unless it has a problem connecting to the network. Wait about 30 seconds, then try adding the sidekick at https://app.tend.ai/sidekicks.

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