Find the matching symptom below. If a button is disabled, first read the reason shown on screen.
Check the robot's condition first
Stop using equipment after a collision, overheating, or unexpected motion, and follow Safety. If a joint reaches a limit, stop immediately, turn torque and power off, then inspect the mechanical condition. Do not try to resolve these by repeating the same action.
Do not judge torque release from the screen alone. If torque state is uncertain or the arm remains stiff after torque-off, do not force it. Cut physical power before approaching the robot.
When connections fail or keep dropping
| Symptom | What to check first |
|---|---|
| Serial port is missing | Check that the USB cable supports data, then try another USB port. Check the device and driver status in Windows Device Manager. Follow Port identification. |
| Follower connection fails | Check the 7.5 V, 5 A supply and USB cable. Check that the follower role uses the correct port and saved calibration for the assembly. Follow Arm connection. |
| Leader connection fails | Check USB, power, and the selected role. Check that the leader is relaxed, then follow Leader preparation. |
| Connection keeps dropping | Check for cable tension, loose connectors, and power problems. Remove the USB hub and try another USB port. |
| App service disconnects | End robot operations using Shutdown, then reopen the app. If the problem repeats, record the bottom log and contact support. |
| Teleop menu or leader configuration is unavailable | Record the app version from Settings and the displayed error, then contact support. |
If normal shutdown is unavailable or torque is uncertain, follow the shutdown safety note first.
When buttons are disabled or motion will not start
| Symptom | Checks and next steps |
|---|---|
| Torque switch disabled | Check follower connection, emergency-stop state, calibration, and app status. Follow First-motion preparation. |
| Calibration start disabled | Check the role, connection, torque state, and on-screen reason. Disconnect the leader before connecting a disconnected follower for calibration. Follow Calibration. |
| Several saved calibrations for one role | Export any needed backup, then recalibrate the role or import one matching replacement through Settings > Arm profile. The app does not choose between conflicting calibrations. |
| Saved calibration does not match the servo homing settings | Check whether a motor was replaced or reset. Use Recalibrate in that role's connection row, or import its matching calibration while disconnected. Follow Calibration recovery. Do not change ports, delete profiles, or edit offsets to bypass the check. |
| Pose replay will not start | Check follower connection, profile, torque, and starting pose. Use normal stop controls to end any other active motion, then follow Pose replay. |
| Tracking will not start | Check target selection, follower connection, profile, torque, and emergency-stop state. Follow the preparation steps in Vision. |
| Teleoperation synchronization fails | Check both arms' connections, role-specific profiles, and follower torque. Keep the leader still and follow Teleoperation. |
| Episode recording disabled | Check the task text, both arms' connections, following, camera, and storage space. Follow Collection preparation. |
When camera, recording, or learning errors occur
| Symptom | What to do first |
|---|---|
| No RGB cameras | Connect the supported camera's USB cable, close and reopen the header Camera panel, select the device, and select Connect. An empty device list alone does not mean connection failed. |
| Camera list cannot refresh | Close and reopen the header Camera panel to retry discovery. |
| Camera preview error | Check the selected device, Windows camera permission, and USB connection. Check whether another app is using the camera, then follow Camera preparation. |
| Camera cleanup failure | Safely end robot operations, quit the app completely, then reopen it. |
| Navigation blocked after recording | Saving or camera cleanup has not yet been confirmed as complete. Follow the on-screen Stop robot and recovery instructions, then wait for completion confirmation. |
| Training will not start | Check dataset validation, the learning runtime, and storage space, then read the error message. Follow Policy training. |
| Windows training runtime setup fails | Open Technical details, check the failed step and storage space, and follow the recovery action. Reinstall the app if its bundled Python is missing or damaged. Follow Learning setup. |
| Policy preflight fails | Check the policy's required devices, follower, camera, torque, and starting pose. Resolve failed checks, then repeat Check live setup. If you turned torque off after preflight, enable it safely and repeat preflight. |
If the problem continues
If these checks do not resolve the problem, contact contact@hirobot.com. Include the following information to help identify the issue.
- App version shown in Settings
- Workspace and button involved
- Follower or leader role, profile name, and connected port
- Error message, bottom log, and steps to reproduce
- Whether the equipment moved, whether emergency stop was used, and whether physical power was cut
Record the current state before trying again. Remove personal or confidential information before sharing screenshots and logs.