Before you contact us
Nearly every request comes back to the same few questions, and each round trip to ask them can cost hours or even days. Sending them up front helps us to answer your request more quickly and accurately.
What to include
Two things matter most.
Which unit
The robot model and serial number.
Not sure which number it is? Photograph the sticker on the robot or on the remote controller and send that — we can read it from there.
What happened
As a sequence, not a conclusion.
What the robot was doing just before, what happened at the moment, and what it did immediately after. Stopped, kept moving, powered off, recovered on its own.
Anything else you can add
- Photos or video — especially of how payloads are mounted, or ten seconds of the fault if it is a movement.
- What you observed — exact error text, which lights and what colour, whether the joints were stiff or limp.
- Whether it reproduces — every time, sometimes, or once. If it is safe to try: with nothing mounted, on flat ground, after a power cycle?
- What changed recently — firmware, packages, payload, site, transport. "Nothing" is a real answer.
- Logs, starting with your own program's — the output of whatever was driving the robot is the one thing we cannot get any other way. Send text as text, not a photo of a terminal.
Unitree Go2 — serial number on the sticker, photo attached.
Driving at walking pace on flat concrete, about ten minutes in. Stopped dead and went limp with no warning, nothing shown on the controller. Stayed limp roughly 30 seconds, then responded again. Happened twice today, both times after about ten minutes of driving.
Which unit, then what happened. That is already enough to point at thermal protection — "the robot keeps failing" points nowhere.
Then contact us
Send what you have gathered. The more your first message carries, the sooner we can work on the problem itself instead of asking about it.
Submit a support request →