Getting Started

Adding a Robot

Adding a Sidekick

Configure Notifications

Getting Started with Tend in.view™

​ ​How to Configure Fanuc User Alarms

Invitations, Registration & Login

Invite Users to an Account

Tend Virtual Sidekick Configuration

Product Updates

December 2017 Product Updates


Fanuc alarms occur at a future time

How to Troubleshoot the Sidekick

Robot Troubleshooting

How to Troubleshoot the Sidekick

Updated 5 months ago ​by James Gentes

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 page:

If the serial numbers don't match, delete the sidekick and add a new one using the correct serial.

Note: The serial number of the sidekick is also the MAC address.

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 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 so we can dig a bit deeper.

How did we do?