Troubleshooting & support
Start with the symptom
| Symptom | First checks |
|---|---|
| No live feedback | Power, Ethernet connection, controller IP, subnet, firewall, and matching SDK. See Connect your PC |
| Apex cannot connect | Robot-side power, cabling, router/switch, IP settings, and installed package versions |
| Arm reports an error | Record the exact code and control state before clearing anything |
| Headset loses power or shuts down | Stop teleoperation immediately; follow the matching recovery guide |
| Tool behaves unexpectedly | Stop and verify tool configuration, wiring, and software compatibility |
Collect useful information
Send Gento the robot and arm model, controller/SDK/Apex versions, exact error code, steps leading to the problem, and relevant screenshots or logs. Note whether the issue affects one arm or both and whether it began after an update or tool change.
The troubleshooting resources include the JMDT drive alarm manual and an x86 log retrieval guide. Use the alarm manual that matches the installed drive.
Open troubleshooting resources.
Contact Gento
Email support@gentorobotics.ai.
Repeatedly clearing a fault without identifying its cause is not a recovery procedure. Brake release, encoder zeroing, and firmware changes require the applicable service instructions.