Contacting customer support¶

To contact our customer support team:

Step

Action

Submit your request using this on-line form:

Be as specific as you can, and at least, provide the Serial number of your robot.

See below some tips in order to collect all required information.

How to find the Serial number of your robot¶

It should begin with “ALDR” followed by numbers.

Here are four ways to find it:

Ways	Description	Comment
A	It is written on the invoice of your robot.	If you have several robots, you may not use this way as you may have put all the invoices together.
B	It is written on the box containing your robot.	If you have several robots, you may not use this way as you may have mixed the boxes.
C	You can find it on a silver sticker on the robot, behind the battery. To see it, remove the four screws holding the battery cover with a Phillips PH0 screwdriver, and remove the battery.	Choose this method if your robot is turned off and unplugged.
D	It is also stored in the robot’s BodyId key of ALMemory. For further details, see: How to search for an ALMemory key value.	Choose this method if your robot is still turned on and connected to the network.

Step	Action
	Access to the NAO Web page.
	Choose Advanced > Memory menu.
	In the search box, type the name of the key you look for. For example, “BodyId” or “HeadId”.
	Click the Search button. The requested key and its value are displayed.

Sending the issue report could be useful when NAOqi has an issue.

It can be done:

automatically, by enabling the Issue reporting option in NAO Web page Settings, or
manually, if required by Technical support.

To manually retrieve a issue report:

Step	Action
	Start a SFTP client on the PC side. We recommend Filezilla.
	Fill in the different fields: Host: your “BonjourName.local” or your IP address Username: “nao” by default. Password: with your nao password, (“nao” by default). Port: 22.
	Search the last .dmp file in the directory: /var/lib/minidump/
	Download it in a temporary folder of your computer.
	You can then send it to our support team.