Contacting customer support for NAO

To contact SoftBank Robotics Customer Support :

Step Action

Submit your request using this on-line form:

http://support.aldebaran.com

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 begins with “P” and consists of a combination of 20 letters and 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 .

Tips : you can use Choregraphe to retrieve an ALMemory key value.

Choose this method if your robot is still turned on and connected to the network.

How to retrieve an issue report

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

It can be done:

  • automatically, by enabling the Usage Feedback option, 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 .
https://developers.softbankrobotics.com/sites/default/files/repository/51_html_nao/_images/sftp_access.png

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.