How to get support?¶

Helpdesk¶

Hint

To facilitate the support process, it is recommended to send a log report of the robot along with the problem description in the ticket. This allows the support team to better identify the issue. To create the report, run the following command in the robot’s terminal:

generate_log_report

For more information on how to generate a log report, please refer to the Generating a log report section.

All communication between customers and PAL Robotics is conducted through tickets using a helpdesk software, accessible at http://support.pal-robotics.com. New accounts will be created upon request by PAL Robotics. Once requested, you will receive an e-mail to activate the account and create a password.

Upon entering the system, you will notice two tabs: Solutions and Tickets.

The Solutions section is divided into General, ARI FAQ, and TIAGo FAQ. The General category compiles the most frequently asked questions broadly related to PAL Robotics robots. Likewise, the ARI FAQ and TIAGo FAQ categories address common questions related to the ARI and TIAGo platforms, respectively.

Note

You can also access the list of PAL robot’s Frequently Asked Questions here.

The Tickets section contains the history of all the tickets you have created. In this section, you can open a new ticket and check the status of all the existing ones.

To create a ticket, click on New support ticket, fill in the blanks and submit your inquiry.

Remote support¶

A technician from PAL Robotics can give remote support. This service is disabled by default; you must activate it manually (Please refer to the Web User Interface for further details).

Through a ticket on the support portal, a PAL technician will provide you with the necessary IP address and port.