General Support
① An Inquiry should be selected when the collaborative robot is operating normally and the customer needs guidance, explanation, or clarification.
If there is no error, no unexpected stop, and no malfunction requiring repair or corrective action, the request should be registered as an Inquiry.
👉 “The robot is working properly, but I need information or guidance.”
② Please register an Inquiry when you have questions about how to use the robot or its software, including configuration, programming, or functional usage.
This includes explanations of specific functions, APIs, parameter settings, as well as programming, guidance on Teaching, Jogging, or Calibration procedures.
Questions regarding robot, controller, or optional feature specifications, clarification or location of information in the manuals, and confirmation of whether a specific function is supported in your current firmware version should also be submitted as an Inquiry.
👉 “I want to understand how to use a function or confirm specifications or documentation.”
③ Requests that do not involve errors or malfunctions but require confirmation or explanation are also considered Inquiries.
These include questions about service scope, warranty policy, inspection intervals, recommended operating conditions, parts purchasing procedures, or delivery lead time.
In addition, requests for explanation of noise, vibration, or motion characteristics without any error, general product comparisons, and feature improvement suggestions (VoC) should be registered as Inquiries.
👉 “I have a question or request, but the robot does not require repair or troubleshooting.”
Malfuntion section
① Please choose Failure / Issue if the collaborative robot is not operating normally.
This includes cases where an error code is displayed, the robot does not operate or stops unexpectedly, performance degradation or repeatability issues occur, or hardware damage or wear is suspected.
Any Safety-related event must also be registered as a Failure / Issue.
👉 “The robot is not working properly or an error has occurred.”
② If troubleshooting or explanation alone is not sufficient and technical action or repair is required, please register the ticket as a Failure / Issue.
This applies to cases where parts replacement is needed, a service visit or RMA is required, or firmware recovery or update fails or cannot be completed.
👉 “The issue requires repair or technical action, not just guidance.”
③ If the log file and description are not accurate, it may delay the service. Please provide as detailed and accurate information as possible.
ONExia Solution
If you have any questions regarding Onexia’s palletizing solution, please feel free to contact us.
Legacy Controller & V2 Software — End of Life (EOL)
For channel partners in Europe. Use this form for questions about the end of sales for Legacy Controllers (CS-0x) and the end of support for V2 software.
Robot arms (M · H · A · E · P Series) are not being discontinued. They continue to be supplied with the Integrated Controller (CS-1x) and V3 software.
End of sales: 20 January 2027 · Recommended installation completion: 19 January 2027 · V2 end of support: 31 December 2029 · Parts & repair: until January 2032.