1. I tried to update the robot to a new version, but nothing happens when clicking on “UPDATE”. In HQ the robot is in thestatus “UPDATE ERROR”. What should I do?

First you must check Robot Monitoring Tool logs. You can find them on the file path %AppData%\Roaming\Robotiq\RMTLogs
Search for ERROR message.

2. ERROR MESSAGE: Error occurred while refreshing Handler and Gatekeeper statuses. Exception details: System.IO.FileNotFoundException: The configuration file ‘appsettings.json’ was not found and is not optional. The expected physical path was ‘C:\Program Files\Robotiq.ai Rmt\RobotiqMonitoringTool\appsettings.json’.

Something went wrong during Robot Monitoring Tool Installation and the tool was not installed correctly. Check the RMT version you are trying to install and repeat the installation. Make sure you are writing correct FTP Password and Local Admin Username.
If the error persists, contact Robotiq.ai Support.

3. Robotiq.MonitoringTool.CheckFtpServerFileAvailability|Checking if path : Test/3567/Setup/en-us/RecorderRobotSetup.msi exists on FTP

INFO|Robotiq.MonitoringTool.FtpClient|File : Test/3567/Setup/en-us/RecorderRobotSetup.msi does not exist on server.
INFO|Robotiq.MonitoringTool.HttpClientHelper|Executing http request to set robot status at:
INFO|Robotiq.MonitoringTool.HttpClientHelper|Failed to update robot status to : DOWNLOAD_ERROR. Server returned: Internal Server Error
You probably entered wrong FTP credentials (username and password). Check the RMT version you are trying to install and repeat the installation. Make sure you are writing correct FTP credentials and Local Admin Username.
If the error persists, contact Robotiq.ai Support.

4. RMT is not showing “Latest Version Available”. There is N/A instead of the latest robot version.

Kill Robot Monitoring Tool using Task Manager, then start it again. You can find RobotMonitoringTool.exe on file path C:\Program Files\Robotiq.ai Rmt.
If that does not work, check for RMT logs.
You can try to restart VM.
If the error persists, contact Robotiq.ai Support.

5. RMT is not showing “Installed Robot Version”. There is N/A instead of the installed robot version.

Check if there is robot installed in that VM and if there is, check for Gatekeeper logs.
Try to restart VM.
If the error persists, contact Robotiq.ai Support.

6. Robot version and Installed Robot Version in RMT are different, what should I do?

Kill Robot Monitoring Tool using Task Management, then start it again. You can find RobotMonitoringTool.exe on file path C:\Program Files\Robotiq.ai Rmt.
If that does not work, check for RMT logs.
You can try to restart VM.
If the error persists, contact Robotiq.ai Support.

IMPORTANT:
When reporting a ticket to Robotiq.ai Support please attach:
1. RMT Logs from the day when the error occurred
2. Gatekeeper logs from the day when the error occurred
3. Clear description of actions that led to the error