Technical Support Contact Information

◆ Inquiries regarding ugo products

For troubleshooting and inquiries regarding the specifications of ugo products, please contact ugo Technical Support.
To ensure prompt identification and resolution, please prepare the following information.

1. Basic information

• Company name (organization name on ugo Portal)
• Installation location (building name and floor on ugo Portal)
• Product models (ugo Pro / mini / Ex / AI robot imitation learning kit)
• Product serial number (found on a label attached to the aircraft or on the ugo Portal operation screen)
• Type of inquiry (Issue/Trouble / Specification Confirmation / Operation Instructions / Other)

2. Details of the problem

Item	Confirmation details
When	Date and time of the incident (Month/Day, Hour/Minute) * If you use the notification function , error messages when Flow is executed will be sent to your email address, making it easier to identify the date and time of the incident.
Normal time	"Until when was it working normally?" (e.g., until yesterday, until last week, etc.)
Frequency	Frequency of occurrence (always occurs / occurs occasionally / this is the first time)
Where	Location (Floor map name, location on the map, route name)
What	Name of the Flow being executed / Error message displayed on the operation screen / Error message received via email, etc.
How	Please describe the specific symptoms (e.g., failure to automatically return to the charging station for charging, failure to read the meter, etc.) and what actions the customer took to try and resolve the issue (e.g., restarted the aircraft, but the issue was not resolved, etc.).

3. Additional items for specific troubleshooting

■ Charging Station and Charging-Related Troubleshooting

Automatic return to the charging station and charging problems are often caused by the installation environment.
If possible, please provide the following information along with photos showing the environment at the site.

• Condition of the installation surface: Is the floor level and flat (no sagging of the carpet, and no unevenness in the tiles or grout)?
• Surrounding environment: Is there sufficient space to the left, right, and in front of the station?
• Light influence: Is it in a place that receives direct sunlight?
• Power supply: Is power being supplied directly from a wall outlet (is there no voltage drop due to extension cords or power strips)?
• Charger and charging station status: LED indicator light color, and whether the charging pins are deformed or dirty.

■ Troubleshooting communication/online issues

• Communication methods: Mobile router (4G (LTE)) / Wi-Fi wireless adapter / Wired LAN
• Cable connection status with ugo
• Network configuration: Frequency band / Security method / Presence or absence of proxy/firewall

■ Inquiries regarding meter reading (ugo × LiLz integration, etc.)

The ugo × LiLz integration is a service provided by LiLz Inc., therefore we cannot directly access your LiLz management screen.
The following information is essential for our investigation, so please be sure to include it.

• Information to check on the LiLz administration screen
  • Device ID (LiLz camera ID where the incident occurred) / Management Unit ID
  • Your LiLz registered email address

  • Screenshot of the meter reading results screen in the LiLz management interface.

• Information you should check on the ugo Portal
  • Screenshot of the meter reading results screen in the ugo Portal report screen.
  • Check item names in ugo Portal
  • Flow name that performed the meter reading / Flow execution date and time

Device ID

Management Unit ID

*This is the LiLz management screen from LiLz Co., Ltd.

4. Please provide the attached documents.

To ensure a smooth investigation, please attach any relevant documents you may have that illustrate the situation.

• Screenshot of the operation screen: This is necessary to check the status during Flow execution.
• Recording of notification functions: Screenshots of error notifications or notification text.
• Screenshot of the report screen: This is especially necessary for checking the meter readings.
• Photos and videos of the situation on site
  • ugo Pro arm position when an error occurs
  • Presence or absence of surrounding obstacles
  • Check the color and blinking pattern of the LED lights on the charging station and charger, and make sure there are no clicking sounds coming from the charger.

5. Consent to remote surveys and access

Depending on the nature of the issue or problem you report, our engineers may remotely access the robott's internal systems to investigate the detailed logs.

Remote access consent:

Please include a statement in the email body indicating your consent to the remote investigation.
If you do not consent to remote access to the robot. please also indicate this.
We will not perform remote access without your permission.

Maintaining the aircraft's condition:

For remote surveys, the device must be online (powered on and within communication range). 
If you agree, please connect the device online and then contact us.

◆ Consultations via email

Please include the above information in the body of your email (or attach a file) and send it to the address below.
We accept inquiries via email 24 hours a day. Please feel free to contact us.
We usually respond within 1-3 business days.

ugou Technical Support Team

✉️ [e-mail]