Gio Robotics Remote support for HIWIN industrial robots Book a call

How it works

How it works, and how to prepare for your call

A remote session is only as good as the information on the table. Ten minutes of preparation usually saves twenty minutes of the call.

The process

  1. Book and pay

    Pick a slot in the calendar. The €59 fee is paid at booking through PayPal, which also accepts cards.

  2. Prepare

    Gather the robot model and serial, controller, HRSS version, the exact alarm text and a program backup.

  3. Call

    We meet on a video call. You share the screen of a PC connected to the controller, with a trained person at the cell.

  4. Next steps

    We finish with findings and next actions. If more work is needed, you get a separate quote first.

What to have ready

Not every item applies to every problem, but the more of this you can collect before the call, the faster we get to the cause.

  • Robot model and serial number. From the nameplate on the robot.
  • Controller series. And its serial number, if you can read it.
  • HRSS software version. As shown in the software's version or system information screen.
  • The exact alarm code and text. Copied word for word or photographed, including every alarm that appeared and the order they appeared in.
  • Photos or a short video. The teach pendant screen, the alarm history, the area around the fault and, if it can be reproduced safely, the motion just before the alarm, filmed from outside the safeguarded area.
  • What changed recently. Program edits, a software update, a new tool or payload, a collision, maintenance work, moved cables, a power cut.
  • A program backup. A recent backup of programs and settings, made before anyone tries a fix.
  • Remote access. A PC connected to the controller that you can share through screen sharing in the call, or remote-desktop software approved by your IT department.
  • A trained person on site. Someone authorised to operate the robot, at the cell, for the whole call.

Tip: our guide on how to report a HIWIN robot alarm explains what to record and why repeated resets make diagnosis harder.

During the call

We start from what you’ve collected: the alarm, the history, what changed. I ask questions, look at the screen you share, and suggest checks in a safe order. Your technician carries out each step and tells me what they see.

Safety first

Advice only: every action on the robot is carried out by your own trained personnel. No remote robot motion unless a qualified person is on site at the cell, holding the enabling device, with safeguarding in place.

After the call

We finish with what we found and the next actions. When the problem needs more than one session, for example a new program, a longer review or step-by-step guidance through a part replacement, you get a separate quote first. Nothing extra is charged without your agreement.

Is your problem a good fit?

Good fits: recurring or unclear alarms, HRSS updates and backups you want to do carefully, program changes and cycle-time work, figuring out which part to replace and where to get it, and older robots and controllers that still need to run.

Not a fit:

  • Warranty repairs and official service: contact your HIWIN supplier or local HIWIN office.
  • Emergencies where anyone is at risk: follow your site’s emergency procedures first.
  • Anything that involves bypassing or disabling safety functions.

Not sure? Email a short description to [email protected] before booking.

Book 30 min · €59