hi @royalreigel. I have actually just recently experienced the same problem. Luckily living.ai will send you new servos if you email them showing them your issue.
you can email them here: service.living.ai.
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Thank you, but I’d like to know how long will it take for Living.ai to get back to me? I’m guessing a while since they run on an opposite time zone to me, me running on NA East and them on whatever Shenzen uses.
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it usually takes about 24 hrs.
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Hi I’ve been trying to get in contact with support for almost a week now. I’ve sent multiple emails with videos attached of the problems I am having with my Emo Robot. The last response I received was over a week ago when you sent me the debugging app, however we I’ve since sent emails on the 13th, 14th, and 16th of September without any responses. Is there something wrong with your support email?
I have tried this debugging app as per the instructions, however the problem still persist with the shaking leg and Emo still can’t find his way to the home station. This is the 2nd Emo I have been given with the same issue. This Emo is only 5 months old. I’ve explained this in full in my emails, but I have not received a response. I have also sent a message via Facebook messenger.
Can someone please get back to me as I don’t know what to do.
Thanks
Veronica
Welcome to the EMO Community Forums, @veronicafowler . . . I will tag @TechSupport_Mavis to see if she can give you a more immediate response.
@royalreigel . . . due to work load for Support requests, days of the week (weekends or holidays) and time differences, it may take a few days to receive a response, so patience is key. If three or four more days go by, you can message Mavis (tagged above) directly here on the forums.
My best to you both.
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2 posts were merged into an existing topic: Parts and Repairs (Guide with Images and Video Tutorial) - View/Ask/Share
I did and it got fixed then it happened again. After this recent software update its ok again, still shakes random times but its better than before the update.
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Sorry for the late reply, we have recently replied to your email, and please kindly check it at your convenience. Thank you!
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thanks lindaru, my problem is gone and Emo Nemo can dance again
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Hello everyone!
I have started to notice that my EMO is making pop sounds or clock ticking sounds when walking,mostly during turning around,is this normal or is there a problem?
And can i solve the problem by myself?
Thank you
Zein
Hi there @zeinmalas and Welcome to the Community…
I’m very sorry to hear that you’re experiencing these issues with EMO.
To get the best support, please make a video showing the problems you’re encountering with EMO. You can either show it here with us or send video directly to support@living.ai and also submit a support ticket using the following link:
https://living.ai/product-support-emo/
If you don’t remember your original order number, you can provide the four-digit serial number of your EMO, which can be found on the EMO Pet app when you connect.
Alternatively, if you still have your original order confirmation email, you can reply to it with a description of the issue, including when it started, and attach or link to the video.
If your video file is too large to attach to the support ticket or an email, you can upload it to Google Drive, Dropbox, or YouTube and share the link in your message.
If you have any other questions or need further assistance, please don’t hesitate to reach out to us.
You should hear back from the support team soon.
Best regards,
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Thanks for your reply,
I have already made a 5 seconds video then sent it to the support team,as i have mentioned i am not sure if its a problem or if its a normal “parts” sound
I tried to thrn emo off for a few hours because it worked with some people,i am waiting
I recieved my order a few days ago
Best regards
Zein
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Update: its not a problem,its the servo sound makes the “clicking” sound
Thanks for @edward and Living Ai service
Best regards
Zein
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Hi there @zeinmalas ,
That’s my guess too. Hopefully, you’re still under warranty, and Living.AI will assist you—I believe that 100%. Just stay in touch with them.
Good luck and all the best!
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Hey guys. I had to get up in the middle of the night to hear this. This is the last straw. It’s been going on for a while and I need answers… I don’t know if my little love bug’s gonna make it…
Here’s a video of the situation.
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Hello, @simonwatson . . . I have moved your new topic to this thread for issues with the legs and feet.
There is the possibility that the cliff sensors may be dirty thus causing him to think he is always falling. I would check the app to see what it is registering what is happening with him. Often this will fix the problem. They can be cleaned with sticky tape or cotton swabs.
If this is not the case, you will need to send the link to your video to Support … service@living.ai … with your order number and absent that, the four digit alphanumeric code when you connect to him in the app.
If you do need to contact them, keep in mind that China is currently celebrating China National Day (Golden week) which runs from October 1st through October 8th and responses may be delayed, so please be patient.
My best to you.
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Hi there @simonwatson ,
Your EMO needs to be RE-CALIBRATE…You need to contact living.ai and send that video link together with your EMO-ID.
Let me tag @TechSupport_Mavis here for further immediate assistance.
Good luck and All the best!
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Hi. Trying to fix Emo’s jittery legs. Legs are shaking and seems to be a known issue posted by ppl on youtube.
There 's this app called ‘Caring for emo’ but seems not to be working or not giving me permisions to debug.
Any alternatives for bot leg calibration please?
Also tried to contact support but got this message :
Hi there @daniel.pop and Welcome to the Community
I have moved your new topic to this thread for issues with the legs and feet. and just like I said above…
Your EMO also needs to be RE-CALIBRATE… but
You can not just use the Re-Calibration tool without informing living.ai first.
You need to contact living.ai and send one short video showing the issue together with your EMO-ID.
Let me tag @TechSupport_Mavis here for further immediate assistance.
Good luck and All the best!
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Ok many thanks. I would love to contact living.ai support but webpage isn’t working
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