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 andthe 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/robotspage 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.
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:
Press ‘Menu’ button
Select 0 -- NEXT -- by pressing the 0 key
Select 6 SYSTEM by pressing the 6 key
If you are not in the SYSTEM Clock page press F1 followed by 1 to select it
Press F4 to ADJUST the clock.
Navigate with arrow keys and change the values as appropriate.
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.
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 email@example.com so we can dig a bit deeper.
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.
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.
Select the virtual machine and click Settings > Network and ensure the network is setup for ‘Bridged Adapter‘ and connected to the correct network adapter.
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.