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Booster Docs

Remote Support

Introduction​

When the robot has issues and you need remote assistance, follow these steps to get remote support from our staff.

Information to Send to Technical Support​

  • Device ID and one-time password.
  • The robot's current status: whether it can power on, whether it can connect to the network, and its current mode.
  • Symptoms: for example, unable to walk, abnormal App connection, upgrade failure, etc.
  • The time the issue occurred and the operation you were performing at the time.
  • Whether logs have been uploaded, or exported by yourself via terminal.

Remote Assistance Procedure​

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You can choose from the following two remote assistance methods:

  1. Connect your personal computer to the robot via SSH; technical support can then connect to your computer via remote desktop and subsequently to the robot via SSH.
  2. Install remote desktop software on the robot; you can use a display and keyboard/mouse to open the remote desktop software, allowing support personnel to connect directly to the robot.

  1. Download the remote desktop software: https://sunlogin.oray.com/download

    1. Choose the personal edition.
    2. Select the corresponding operating system based on your device and click download.

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  1. Install the remote desktop software and provide your Device ID and one-time password to technical support.

    1. After installation, the software interface will appear as follows:

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    2. Click the eye icon below "One-time passcode" to display the one-time password. Then copy the "Device ID" and "One-time passcode" and provide them to our technical support team.

  2. Once done, technical support can connect to the robot via remote desktop and begin troubleshooting.