Robot

Robot FAQ

  • If you are experiencing one of the following problems: 

    -A Robot/Marker will not turn on;

    -A Robot is not charging when connected to power;

    -A Marker is not charging when is placed in the dock of the Robot;

    -A Robot is connected to the mobile device with a cable, but the connection is not successful.

    Try performing a hard reset of the Swivl Robot/Marker

    Robot hard reset

    Hard reset your Swivl Robot as follows:

    1. Regardless of the Robot's level of charge, plug in the charging cable to the Robot and wall outlet.

    Base_plugged_in.jpeg

    2. Connect your mobile device to a Robot, turn the Robot on and open Teams app. 

    Robot_connected_to_iPad.jpeg

    3. Press and hold down the power button for about 10 seconds, until you see both LED lights on the top of the Robot blink orange and the Robot shuts down



    4. Turn the Robot on.

    5. Repeat 2-3 times if necessary.

     It is important to connect your mobile device to the Robot during the hard reset, because often the hard reset prompts the firmware update process. The firmware version must be up to date for a seamless Robot-mobile device interaction. 

    Marker hard reset 

    To perform the hard reset of the Marker, please do the following:

    1. Press and hold the power button on the Marker for approximately 10 seconds until the Record LED blinks orange and the Marker shuts down.

    2. Press on the Power button to turn the Marker on.

    marker_hard_reset.gif

    If the Marker hasn't been used for a while, and would not turn on even after the hard reset, it may also require a firmware update.

    After you perform a hard reset, you may need to re-pair the Markers to the base. 

    If you still have any issues, please contact support@swivl.com

     Click to continue to the next article - CX and C Series Robots: Updating Robot Base, Marker(s) and Link

  • As of now, you can charge a mobile device connected to the C-Series or the CX Robot. 

    If you are not sure what model of the Robot you have, please check Which Robot do I have? 

    CX

    Mobile charging is a built-in feature of the CX Robot

    The CX Robot connected to power can charge a tethered mobile device via a connection cable.

    Typically, the device starts charging as soon as the Teams app is launched and successful connection is established. 

    Charge_level.jpeg

    However, there are some limitations for Android devices. Please see the matrix below. Also, you can find more information regarding mobile devices compatibility here

    CX Charging Matrix for Android devices

    applies for FW 12.02.03 and newer

    Availability Setup Sample devices

    Works by default

    Recording and any Live streaming setup

    Samsung Tab S5e or Samsung Tab S6

    Needs to be enabled manually - see in Advanced Settings -> Charge Device while Streaming

     

    Live Streaming only in the Integrated Audio Setup

    Lenovo M10(TB-X606F)

    Samsung Tab S6 Lite

    *If none of the above works, unfortunately, this device is not supported for charging.

    Note: You must connect the CX Robot charging cable BEFORE launching a recording or live-streaming.

    When the CX Robot connects to a power source, it will reset internally to provide power to the mobile device. Plugging in the Robot charging cable after recording or live-streaming commences will break the “handshake” with the mobile app, and the audio streams might break. To restore the connection, please return to the Teams app.

    C- Series

    A mobile device connected to the C-Series concurrently can be charging via a Boost Cable. The Boost Cable allows you to charge most Swivl-compatible mobile devices.

    Depending on the connection port of your device, there are two types of boost cables featured in the video tutorial:

    The Swivl Boost Adapter works with Swivl-compatible lightning devices. 

    The Swivl Boost-C Adapter works for some iOS and Android Type C mobile devices.

    Boost Cable Step-by-Step Instructions with Photos

    Proper Use Guidelines

    Troubleshooting

     

    NOTE You must connect the boost cable and the Robot charging cable BEFORE launching a recording or live-streaming.

    When the Robot is connected to power, it will reset internally so that it can provide power to the mobile device. This will break the “handshake” with the mobile app and the audio streams might break. To fix that, the user will need to return to the Teams app to re-establish the handshake, and then continue with recording or streaming.

    The mobile device will start charging AFTER the Teams app is launched.

    Boost Cable for C-Series Robot and Lightning Devices

    Works for Lightning devices - Make sure you have updated your firmware and the Teams app on the Swivl Robot. 

    Boost_cable.jpeg

    Swivl Boost Cable

     

    Boost-C Adaptor for C Series Robot, Type C iOS, and Android Devices

    Works for iOS and Android Type C mobile devices - Make sure you have updated the firmware of your Swivl Robot as well as Teams by Swivl app on your mobile device.

    Supported devices:

    iPad Pro (with USB-C), Samsung Galaxy Tab S5e, Samsung Galaxy s10e (US Variant), Samsung Galaxy Tab S6

    Note: Lenovo Tab M10 FHD (with USB-C) and Oneplus 5 do not support this charging feature.

     

    Boost-C_cable.jpeg

    Boost-C Cable

     

    Step-by-Step Instructions with Photos

    Boost_cable_and_micro-USB_cable.jpeg

    1. Use Boost Cable and the micro-usb to Lightning cable. 

    White_micro-USB_into_the_Boost_cable.jpeg

    2. Plug the white micro-usb end into the Boost Cable.

    3_step.jpg

    3. Plug the Boost Cable into the Robot micro-usb port.

    Lightning_cable_into_the_mobile_device.jpeg

    4. Plug the Lightning cable into the mobile device.

    Cable_clip.jpeg5. Secure the cable clip. Adjust cable length.

    Boost_cable_into_the_adapter.jpeg6. Plug the Boost Cable into the adapter.

    Turn_on_Swivl_Robot.jpeg7. Turn on the Swivl Robot and allow access.

    Teams_app_update.jpeg 8. If prompted, update the Teams app.

    FW_update.gif

    9. If prompted, update the firmware on your Robot. 

     

    Teams_app_launch.jpeg

    10. Start the Teams app and start Swivlin'!

     

     

    Proper Use Guidelines

    Avoid these common mistakes when setting up and using your Boost Cables. 

    Clip_too_low_.jpeg Too_many_rotations.jpeg Anchor_of_the_Boost_Cable_below_the_floor_stand_clip.jpeg
    Placing the clip too low on the floor stand doesn't allow enough cable for rotation.  Allowing too many rotations which causes the Boost Cables to become tangled. This may cause tension that can damage the Swivl Robot.  Placing the anchor of the Boost Cable below the floor stand clip. This will cause tension and limit rotation. 

    Troubleshooting

    If you are having difficulties charging a compatible mobile device first make sure that:

    • Teams app is opened
    • Only Boost Cable and Base Charging cable must be connected
    • If CX adapter is used, the Boost Cable must be plugged into the 2.4a port 

    If the issue persists, please share the following information to support@swivl.com:

    • Serial number of your Swivl Robot
    • Firmware number of the Swivl Robot
    • Teams App version
    • Photo of the power adapter along with the charging setup.
    • Number of Boost Cables you have in total.
    • Number of Boost Cables that are malfunctioning. 

    Still have questions? Email us at support@swivl.com

  • 1. Always charge the batteries of both the Robot and Markers completely before using them for the first time.

    Swivl C Series Swivl CX 
    C-Series.jpeg CX.jpeg


    2. If you use your Swivl frequently, have the charging cable connected whenever possible. It is not necessary to charge and discharge your Swivl often if they are being used frequently. In fact, the batteries last longer if they are not subject to frequent charge/discharge cycles.

    charging_CX_2.jpeg

    3. Before storing your Swivl for extended periods of time, dock the marker in the base and make sure they are both charged to 100%. Store the Swivl with the Marker docked in the Base. If you have additional Markers, make sure they are also charged to 100% before storing them for extended periods.


    4. Take the Swivl out of storage at least once every 3 to 6 months and charge it back to 100%. The batteries slowly lose charge over time even if the device is turned off and can become unusable if the batteries are left completely to die.

    Swivls.jpeg


    5. Never let the batteries on the base or the marker run out of battery completely. This significantly shortens the life of the batteries. Always pay attention to the low battery indicator and plug in the Swivl for charging as soon as you see the low battery indication.

    Charging.png

    Swivl uses lithium polymer/ion batteries and if proper care is taken, they can last upwards of 4 years depending on usage. The most common reason why Swivl may not hold a charge is if it has been stored without use for more than 9 months. Any device with lithium batteries experiences this issue if they have been on the shelf for extended periods of time without being charged. To prolong the life of your Swivl, please follow the recommendations listed above.

    Base battery:
    Voltage: 3.7V
    Watthours: 11.52Wh
    Capacity: 3200mAh

    UN code: 38.3

    Marker battery:
    Voltage: 3.7V
    Watthours: 1.517Wh
    Capacity: 410mAhEAR99 for export 


    Swivl is CE certified and the batteries are UL certified (IEC 62133)
    Batteries are not user-replaceable and classified as EAR99 for export.

     

    We suggest not to overcharge the C-Series Markers. Just take it out of the Robot’s base after it is fully charged and keep it in the Swivl kit. In addition, to avoid any issues with the Marker’s battery, please do not let the marker completely run out of the battery and leave it uncharged for long periods of time.

    Cleaning the Robot:

    We recommend using wet wipes to clean the Robot. The Robot should be unplugged from the wall outlet and the device. DO NOT touch the ports. Make sure the Robot gets dry before you turn it back on. For more information, please check the next section: How do I sanitize the Swivl kits?

     

  • All Swivl Robots and Markers should be frequently cleaned and disinfected.

    To sanitize the Robot and the Markers remember the following:

    • before cleaning it, unplug the robot from the wall outlet and disconnect all the cords;
    • avoid excessive wiping (ensure moisture does not get into any openings);
    • use disinfectant wipes (e.g. Lysol) for cleaning the robot and components let us get dry before using it;
    • do not spray cleaner directly on a Robot or a Marker, instead, spray it on a cloth or a wipe;
    • you can wear a mask while using the Marker  if you need, the audio will be picked up fine, just remember to wear the marker close to your face. You can use a lapel clip.

    Here you can find information how to clean shared iOS mobile devices which are used with the robots.

    Here you can find CDC recommendations how to clean and disinfect schools.

  • If you notice that Swivl Robot gets "stuck" facing a wall or whiteboard: 

    1. Remember, Swivl's Primary Marker is being tracked by maintaining a line of sight with the infrared technology located on the front of your Swivl base. In other words, your Swivl Robot must be able to "see" the Primary Marker in order to track efficiently. Please note that the connection between the Robot and the Marker might break if the teacher turns their back on the Robot, but the connection will be reestablished when the teacher turns back around. 

    1.jpeg

     2. Whenever possible, wear the Primary Marker around your neck, high on your chest (use the lanyard slider to adjust it higher or lower) or you can purchase a Marker Clip in order to affix it to your top. Watch this quick video about how to wear the lanyard properly for an optimal line of sight.

    Markers.png

    3. Keep robot located centrally in the room and at least 4 feet away from any walls or whiteboards, if possible. The ideal placement is shown above, using a floor stand to avoid obstructing students' views.

    Classroom.png

    4. Finally, if the robot is panning upward and downward erratically:

    A: If you stand close to the robot, disable Auto-tilt in the Teams app and use manual tracking and tilt instead (press the up and down, right and left arrows on the Primary Marker to make the robot move, respectively).

    Autotilt_enabled.jpeg
    B: Enable Tilt correction:
    our experimental face-detection feature can help keep you in frame, but keep the Marker close to your chest, either with a lanyard or lanyard clip.      

    (for iOS only) 

    Tilt_Correction_enabled.png

    If you're still encountering issues due to the layout of your classroom, contact support so we can assist you based on your environment.

    Click to continue to the next article - Classroom Display Setup and Tracking 

  • If you notice one of the following symptoms, that probably means the Robot is not successfully connected to your mobile device:

    • the lights on the base are solid or blinking red;
    • the Marker is not recording sound;
    • the Robot turns off in a few minutes;
    • the Robot stops tracking the Marker.

    As your first step make sure you are using a compatible iOS or Android device.

    Please note: ChromeOS tablets are not supported.

    Next follow steps for:

    • FOR IOS DEVICES:

      1. Check the iOS version of your device - you can see the acceptable versions in this article.

      (You can find this information in: iPad's Settings=> General => About).

      2. Check the app version in the Teams app Settings and update it if is necessary.

      About_Swivl_.png App_version_.png

      3. Open the Robot tab and check the connection status.

      'Connect your device to Swivl Robot' - means your mobile device is not connected to the Swivl Robot successfully. 

                        Connect_your_Robot_-iPAd.jpeg

      4. Reconnect the robot to your mobile device via a white cable.

      CX_connected_via_cord.jpeg

      When you have successfully connected a mobile device via the cable, open the Teams app and click on the Robot tab again. You should now see Base battery health and the battery percentage will appear under Swivl Setup.

      base_battery.png

      5. Plug in the Robot to the wall charger and perform a Hard reset: press and hold the Power button for 10 seconds until both lights flash orange.

      Robot_plugged_in.gif

      6. If you have other Swivls, try using another Swivl cable or see if this cable works with a different Base.

      7. Try connecting to another mobile device. If you usually use iOS devices, please try connecting an Android device and vice versa.                

      8. Connect your Primary Marker - you see this picture if your device is connected but the Primary Marker is not. In this case please turn on the Primary Marker. See more details about Marker here

                      Connect_your_Primary_Marker__5_.pdf_2021-12-17_21-59-59.png
      When everything is successfully connected, you will see this image in the Robot tab.
      Markers_connected.png

    • FOR ANDROID DEVICES:

      1. Check the Android version of your device - you can see the supported versions in this article (You can find this information in: Settings=>"About Phone" or "About Device"). 

      2. Check the app version in the Teams app Settings and update it if is necessary.

      • settings_tab.jpg about_swivl.jpg

      3. Open the Robot tab and check the connection status.

      'Connect your device to Swivl Robot' - means your mobile device is not connected to the Swivl Robot successfully. 

      connect_your_device..png

      4.  Reconnect the robot to your mobile device via a black cable.

      Android_connected.jpeg

      When you have successfully connected a mobile device via the cable, open the Teams app and click on the Robot tab again. You should now see Base battery health and the battery percentage will appear under Swivl Setup.

       

      connected_base_battery.jpeg

      5. If the above steps do not work, plug in the Robot to the wall charger and perform a hard reset: press and hold the Power button for 10 seconds until both lights flash orange - see above.
      Robot_plugged_in.gif

      6. If you have other Swivls, try using another Swivl cable or see if this cable works with a different Base.

      7. Try connecting to another mobile device. If you usually use Android devices, please try connecting an iOS device and vice versa.

      8. Connect your Primary Marker - you see this picture if your device is connected but the Primary Marker is not. In this case please turn on the Primary Marker. See more details about Marker here

      turn_on_pm.jpg

      When everything is successfully connected, you will see this image in the Robot tab.

      connected_1.jpeg

    If you still experience any issues, contact us and we will define the next steps.

  • Do you still have questions or experience some issues with your Swivl Robot?

    Please fill out this questionnaire if you have a connection issue;

    Please fill out this questionnaire if you have a tracking issue.

    This will help us to better understand the issue and we'll reach out with some suggestions!

    You can also contact us at 

Swivl made it easy for me to handle my issue.
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