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Booster Docs

Remote Support

Overview​

When the robot has a problem and you need remote help, follow the process below to get remote assistance from our staff.

Information to Send to Technical Support​

  • Device ID and one-time passcode.
  • Current robot state: whether it can power on, whether it can connect to the network, and the current mode.
  • Symptoms: for example, unable to walk, abnormal App connection, upgrade failure, and so on.
  • When the problem occurred and the operation you were running at the time.
  • Whether you have already uploaded logs, or exported logs yourself through the terminal.

Remote Assistance Process​

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Depending on your needs, you can use either of the following two methods for remote assistance.

  1. Connect your personal computer to the robot over SSH. Technical support connects to your computer through remote desktop, and then connects to the robot over SSH.
  2. Install remote desktop on the robot. Connect a monitor, keyboard, and mouse to open the remote desktop software on the robot, so technical support can connect to the robot directly.

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

    1. Select the personal edition.
    2. Select the operating system that matches your device.

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

    1. After installation, the software looks like this:

      image.png

    2. Click the eye button below "One-time passcode" to reveal the passcode, then copy the "Device ID" and "One-time passcode" and send them to our technical support.

  2. Our technical support can then connect to the robot through remote desktop and start troubleshooting.