Sending an error report to Support can help them troubleshoot issues with your manipulator.
Reach Control has a built-in error report system which can be used to send diagnostic information about your manipulator directly to Reach Robotics Support.
If you see a warning or error pop up in Reach Control, or you notice that your manipulator isn't behaving as expected but no error has appeared in the software, you can send an error report to Support to ask for assistance.
How to send an error report
- Ensure your computer is connected to the internet and your manipulator is connected to Reach Control.
- In Reach Control, go to Settings > Tools > Health to open the Health Panel for the connected manipulator.
- In the top right corner of the Health Panel window, click Contact Support.
- Fill out the report details with your name, company, email address, device serial number, and a description of the problem. Include as much detail as possible about the issue and events leading up to it appearing, or send a supplementary email to support@reachrobotics.com with information and screenshots if applicable. Click Send Report.
- It takes a minute or so to send an error report, as the software needs to make and transmit copies of the manipulator's config files. You will see a progress bar at the bottom of the Error Report window. When that reaches 100%, you will see a success message and can close the window.
What happens next?
The error report makes a copy of the manipulator's config files and sends them to Reach Robotics' internal system. Support will receive a notification for them to investigate the reported errors and the accompanying config files, and they will contact you from support@reachrobotics.com to follow up.