Universal Robots e Series Operating instructions

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Troubleshooting Polyscope freezing issues
Original instructions (EN)
Version: 0.0.1
Robot:
All e-Series, UR20 & UR30

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Troubleshooting Polyscope freezing issues (EN) 0.0.1
The information contained herein is the property of Universal Robots A/S and shall not be reproduced in whole or in part
without prior written approval of Universal Robots A/S.
The information herein is subject to change without notice and should not be construed as a commitment by Universal Robots
A/S. This manual is periodically reviewed and revised.
Universal Robots A/S assumes no responsibility for any errors or omissions in this document.
Copyright © 2009–2024 by Universal Robots A/S
The Universal Robots logo is a registered trademark of Universal Robots A/S.

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Troubleshooting Polyscope freezing issues (EN) 0.0.1
Contents
Troubleshooting Polyscope freezing issues........................................................................................................1
1. General information....................................................................................................................................4
1.1 Purpose......................................................................................................................................................4
1.2 Company details .......................................................................................................................................5
1.3 Disclaimer .................................................................................................................................................5
1.4 Warning symbols ......................................................................................................................................6
2. Troubleshooting procedure........................................................................................................................8

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Troubleshooting Polyscope freezing issues (EN) 0.0.1
1.General information
1.1 Purpose
The purpose of these articles is to help Universal Robots (UR) users and integrators to safely
perform service-related operations and troubleshooting.
Universal Robots industrial robots are designed using high quality components to ensure a
long lifetime. However, improper use of a robot or robot parts can potentially cause failures.
If, for example, the robot is overloaded, dropped during relocation, damaged by collision, or
any other improper usage, the warranty will be void.
Universal Robots recommends the user does not attempt repair, adjustment, or make other
interventions in the mechanical or electrical systems of the robot without first consulting an
UR certified service engineer. Any unauthorized intervention voids the warranty. Service-
related operations and troubleshooting should only be performed by qualified personnel.
Before performing service-related operations, stop the robot program and disconnect the main
power to any potentially dangerous tool on the robot or in the surroundings.
In the event of a defect, Universal Robots recommends ordering new parts from the Universal
Robot distributor where the robot was originally purchased. Alternatively, parts can be ordered
from the nearest distributor, details of which can be obtained from Universal Robots official
website at www.universal-robots.com

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Troubleshooting Polyscope freezing issues (EN) 0.0.1
1.2 Company details
Universal Robots A/S
Energivej 25
DK-5260 Odense Denmark
Tel.: [phone]
Fax: [phone]
1.3 Disclaimer
Universal Robots continues to improve reliability and performance of its products, and therefore
reserves the right to upgrade the product without prior warning. Universal Robots takes every
care that the contents of this manual are precise and correct but takes no responsibility for any
errors or missing information.

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Troubleshooting Polyscope freezing issues (EN) 0.0.1
1.4 Warning symbols
DANGER, WARNING, CAUTION, NOTICE, and SAFETY INSTRUCTION statements are used
throughout this manual to emphasize important and critical information. You MUST read these
statements to ensure safety and to prevent product damage. The symbols are defined below.
This warning draws attention to procedures which serve to prevent or remedy emergencies or
malfunctions:
SAFETY INFORMATION:
Procedures marked with this warning must be followed exactly.
DANGER:
These warnings mean it is certain or highly probable that death or severe
injuries will occur if no precautions are taken.
WARNING:
These warnings mean death or severe injuries may occur if no
precautions are taken.
CAUTION:
These warnings mean minor injuries may occur if no precautions are
taken.
NOTICE:
These warnings mean damage to property may occur if no precautions
are taken.
This warning sign contains references to safety-
related information or
general safety measures. This warning sign does not refer to individual
hazards or individual precautionary measures.

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Troubleshooting Polyscope freezing issues (EN) 0.0.1
Troubleshooting procedure
Universal Robots are aware that the graphical interface of the Polyscope operating system can in
some rare instances freeze and become inoperable.
These issues can be caused by a hardware defect in either the teach pendant or safety control
board, or by a software issues.
First make sure that the system is operating with the latest Polyscope software versions and the SD
card is mounting correctly. Make sure that no URCaps or processor loading programs are not
running. To be sure a new image a can be written. If the issues are gone after this procedure, the
problem can be related to software. Please continue with a MyUR support ticket.
To troubleshoot and isolate this issue into a single failing part. It is recommended to mount another
teach pendant in the controller box that is experiencing issues, or mounting the teach pendant from
the failing system in controller box that has been confirmed to operate without issues.
If this this not possible, a second test can be conducted to isolate the issue to either the Teach
Pendant or Safety Control Board.
Mount a USB wired keyboard with LED indicators in the USB port of the controller box. (Not the USB
port of the teach pendant.
Then press one of the keys on the keyboard that will activate one of the LED indicators. (E.g. the
NumLock key)

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Troubleshooting Polyscope freezing issues (EN) 0.0.1
If the LED indicator are able to toggle, the problem is the Teach Pendant.
If the LED indicator are NOT able to toggle, the problem is located on the safety control board.
For direct support please create a support ticket on our customer portal, MyUR. universal-robot.com/myUR