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FAQ AND TROUBLESHOOTING
UNIVERSAL ROBOTS MANUAL — MAR 9, 2023 — RELEASE: V1.0.3
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8 FAQ and troubleshooting
For any issue not listed below, please contact our
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8.1 The device never connects to the robot system
8.1.1 Problem
The user interface says that the device is not connected even if it should be.
8.1.2 Solution
The first steps to try to solve the issue are the followings:
Check whether the wiring is correct, cf.
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Make a power cycle:
Make a power cycle of the robot.
Make a power cycle of the qb dummy.
If these steps do not solve the problem — i.e. the device still does not connect to the robot system — please
raise a support request with at least the following details at our help desk portal:
The device serial number;
The robot system type and software version;
The installed qbrobotics URCap version;
The list of any other URCap installed in your robot;
The power supply configuration;
Any error reported in the UR logs tab;
Any additional info regarding what you were doing before the first failure.
Please, also have a look at each connector and check if any is damaged.
Do not force a connector plug if it seems not to match properly its location. It may be already
damaged and you could brake it completely!
Be aware that you need to leave the system without power for at least 30 seconds during the
power cycle.
Only in this way we can assure that the system has completely reset its electrical state.
