How to Troubleshoot the Sidekick
Sidekicks provide a gateway for you to remotely troubleshoot your robots. It relies on a stable connection to the Internet for communicating with the Tend cloud service, and it can sometimes be difficult to determine whether it is able to access the internet or not.
These steps will help you identify and hopefully resolve the cause of the problem.
Step 1: Verify the serial number
The serial number is found on the bottom of the sidekick and should match the serial on the https://app.tend.ai/sidekicks page:
If the serial numbers don't match, delete the sidekick and add a new one using the correct serial.
Step 2: Power cycle the sidekick
The blue light on top indicates the sidekick is on. Push this button to initiate a shutdown, then once the blue light turns off, turn it back on. It's worth a try!
Step 3: Verify the network connection
- Is the green link light on back of the sidekick on? That will tell us if it's got a good network connection to your switch or router.
- Verify that another device can access the Internet while connected to the same switch/router. Verify websockets are supported by going to https://www.websocket.org/echo.html
- Verify that the sidekick has obtained an IP address by checking the DHCP table of your router. Ping the sidekick IP.
Step 4: Test a different network
If possible, connect the sidekick to your network at home or elsewhere and login to the app to see if it comes online. If your corporate network has restrictions based on MAC address or other factors, this test will confirm it.
Step 5: Contact us!
If your sidekick is still not online, please reach out to us at email@example.com so we can dig a bit deeper.