How to file a request with Rainbow Robotics' official support desks. The page runs in order: check it yourself → what to prepare → how to produce logs → where to send it. The submission links are at the bottom — a request that arrives complete is resolved far faster than one that starts a round of questions.
⚠ If safety is involved, stop first
Fire, smoke, abnormal motion or risk of injury — carry out Emergency stop and recovery before reading any further.
Many symptoms already have an answer. Five minutes covers it.
IMU, CAN, FindPose, Control healthNone of that effort is wasted: write what you checked into the "already tried" section of the request below.
This documentation site has a button that opens an AI grounded in the complete manual. Press Ask AI at the left of the top bar — it is on every page.
| What it does | Prepares a question that points the assistant at the full manual (llms-full.txt) and opens it in Claude or ChatGPT |
|---|---|
| Your options | Open in Claude · Open in ChatGPT · Copy prompt for AI (to paste into another assistant) |
| Cost | You need an account with that AI service |
It suits questions like — "what is the center of mass measured from?", "what is the difference between STAIRS mode and the Stairs motion?", "what does this setting change?" — anything the manual already answers. It is especially quick when the answer is spread across several pages.
⚠ Do not take AI answers at face value
An AI can state a wrong answer convincingly. Always confirm the following against the manual itself or with support:
The CS and A/S forms use the same fields.
| Field | What to enter | Where to find it |
|---|---|---|
| Product type | RBQ Series | — |
| Product name | RBQ10 | — |
| Serial number | The robot's unique number | Under the robot's name in the hub's robot list and in the Settings title, or the label on the robot |
| Installation date | YYYY.MM.DD | Delivery / installation record |
| Region | Where the robot is | — |
| Seller | The dealer or contact you bought from | Purchase record |
| Software in use | Yes / No | Yes if you drive the robot from the SDK or your own program |
📝 Finding the serial number in the app
Dashboard → the Robot S/N row at the top of the System card. The robot reports it, so it is read-only, and it only appears while connected. It is also under the robot's name in the hub's robot list and in the Settings title.
Always state what is mounted on the robot. Unstable walking and repeated falls most often come from payload mass and center-of-mass values that do not match reality. Without this, it is the first thing support has to ask for.
Three things to write down:
| Item | Example |
|---|---|
| What is fitted | PTZ camera, Livox LiDAR ×2, LTE/5G module |
| Values entered in the app | Mounted slots 5 / 13 · total mass 7.19 kg · CoM (-0.006, 0, 0.173) m |
| Do they match the hardware | Whether you measured them, or left the defaults |
Settings › Payload setup shows which of the 13 slots are ticked and what each one holds. The total under the list is the overall mass and center of mass.
The Dashboard › Config card summarizes the same values — Mounted slots, Total mass and CoM X · Y · Z. Either way, a screenshot carries all of it with no transcription.
⚠ Check nothing is still ticked after removing a load
Removing equipment means unticking its slot as well. A slot left ticked makes the robot account for mass that is not there, and walking becomes unstable — a genuinely common cause. Entering values is covered in Settings › Payload setup.
If you have just fitted or changed a payload, say whether you ran the ZMP calibration (ZMP Calibration). If not, doing that first may be the quicker route.
"It doesn't work" guarantees one extra round of email. Filling in the blocks below usually gets the cause narrowed down in the first reply. Copy the template as-is.
[Symptom]
One line on what happens. (e.g. Switching to WALK, the robot collapses after 3 seconds)
[How to reproduce]
1. Robot on level ground, auto start completed
2. STAND → WALK
3. Push the left joystick forward; it collapses ~3 s later
[When and how often]
Since around 2026-09-01 14:30. 8 times out of 10.
[Software versions]
App: 1.2609.0 Robot: 1.2609.0 (Maintenance › Software update)
[Payload fitted]
PTZ camera + Livox LiDAR ×2 + LTE/5G · slots 5/13 · 7.19 kg total
CoM (-0.006, 0, 0.173) m · measured values entered · ZMP calibration done
[Already tried]
- Rebooted the robot → unchanged
- Re-entered payload values → unchanged
- Ran the manual's "If the robot falls" procedure → recovers, but recursThe two version numbers (app and robot) are the ones most often left out, and a mismatch between them genuinely causes symptoms — it is the first thing support checks. Copy the Version values of This app (GUI) and Current robot straight from Maintenance › Software update.
The form takes one file, and only certain formats.
| Accepted | .jpg · .jpeg · .png · .pdf · .zip |
|---|
⚠ Log files cannot be uploaded as-is
.log, .txt and .csv are rejected. Wrap them in a .zip. Put everything in one zip when you have more than one file to send.
What is worth attaching, in order of usefulness:
| Field | Note |
|---|---|
| Company · department · name | — |
| Phone | — |
| This is where the reply goes. A typo means no answer | |
| How you found us | Search · News · Exhibition · SNS · Referral · Other |
| Privacy consent | Required — the form will not submit without it |
Logs come from the Logs screen of the RBQ app. It has no menu entry — open it by tapping a red ERROR / FATAL toast, or a row in the alert badge popover in the control home's top bar. The screen itself is documented in Logs and Black Box.
For anything momentary — a fall, a fault — this one file is the most useful thing you can send. It carries the attitude, voltage and joint values from that instant alongside the log.
Use this to send past logs by date.
WARNING, ERROR and FATAL in the level filter cuts the noise sharply.If you can make the symptom happen again, this is the quickest route.
📝 When it will not reproduce
Pick the day in System Log and capture around the time it happened. If you do not know the exact time, the rough window is enough.
Only one attachment is accepted, so combine them.
# Linux · macOS — after gathering the files in one folder
zip -r rbq-support-2026-09-01.zip folder-to-send/On Windows, right-click the folder and choose Compress to ZIP file. Putting the date and serial number in the filename makes it easier for support to find later.
With everything prepared, choose the desk below. There are two, and picking the wrong one delays the reply while it is handed to the right team.
| Situation | Desk |
|---|---|
| A question about usage, features, settings or specifications | File a CS support request |
| A fault or error that needs inspection or repair | File an A/S support request |
The dividing line is simple — if the robot has to be shipped or someone has to visit, it is A/S; if an answer settles it, it is CS. When in doubt, file with CS; it gets routed internally.
There are developer-facing channels as well.
| Channel | For |
|---|---|
| GitHub Issues | Reproducible software bugs |
| GitHub Discussions | Questions and feature requests |
| rbq.support@rainbow-robotics.com | Private, business or licensing matters |