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This page covers the most common problems that arise when running Plural on physical robots. Work through the relevant FAQ entry before contacting support — many issues can be resolved quickly without raising a ticket.
Two things must be true before a robot appears in your Plural account:1. The Plural app must be installed and running on the robot
  • Pepper: Look for the Plural app in the Pepper Android menu.
  • Temi: Look for the Plural app in the Temi menu.
  • NAO: Open the NAO web page and look for the Plural button.
If the app is not installed, follow the Installation guide.2. The robot must be linked to your Plural accountGenerate a token in Plural and enter it on your robot. Follow the steps in Add a new avatar/robot to your Plural account.
Even when Pepper appears to have a strong Wi-Fi connection and no obvious firewall issues, network restrictions can silently block updates. Before contacting support, try connecting Pepper to a mobile hotspot:
1

Forget the current Wi-Fi network on Pepper

Navigate to Wi-Fi settings on Pepper, tap the connected network, and select Forget network.
2

Enable a hotspot on your smartphone

Create a personal hotspot on your phone (Android smartphones work best).
3

Connect Pepper to the hotspot

Select your phone’s hotspot from Pepper’s Wi-Fi list and connect.
4

Retry the update

Attempt the content or software update again.
5

Restart Pepper if the update still fails

Restart Pepper while the hotspot is active and try once more.
6

Try a different hotspot

If the update still fails, test with a different Android smartphone hotspot.
If none of the steps above resolve the issue, contact Plural support.
Pepper cannot play videos with a resolution higher than Full HD (1920 × 1080). If you see the “Video can’t be played” error, re-export or re-encode your video at Full HD or lower and re-upload it to your project.
4K and higher-resolution videos will never play on Pepper regardless of Wi-Fi speed or content updates. Always use Full HD as your maximum export resolution.
A factory reset wipes NAO back to its original state and reinstalls the latest NAOqi OS from the Aldebaran cloud.Before you begin — checklist
  • Have your Aldebaran Cloud credentials ready (cloud.aldebaran-robotics.com).
  • Prepare a LAN cable — NAO loses its Wi-Fi after the reset.
  • Keep the charger plugged in throughout the entire process.
  • Seat NAO in a stable position so no motors overheat. If overheating occurs, do not power NAO off.
You normally do not need to back up data — Plural and other apps are assigned via the cloud and re-download automatically. If you do want a backup, see Aldebaran’s backup instructions.
1

Open the NAO Robot Web Page

Connect to NAO’s web interface in your browser and click the Factory reset button.
2

Authenticate with Aldebaran credentials

Enter your Aldebaran Cloud username and password to authorise the reset.
3

Confirm and wait

Follow the on-screen prompts to confirm. NAO will download and install the latest NAOqi OS. The web page will stop updating once the network resets — this is normal. Grab a coffee and wait.
4

Connect NAO via LAN cable

After NAO reboots, connect it to your computer with a LAN cable. Press the chest button briefly — NAO will announce whether the reset was successful.
5

Retrieve the IP address

Press the chest button again. NAO will say its IP address (assigned from your computer). Enter that address in your browser.
6

Complete initial setup

The Robot Web Page will guide you through setting a new password, configuring Wi-Fi, entering your time zone, and re-entering your Aldebaran credentials.
7

Disconnect the LAN cable

If the setup page stalls after connecting to Wi-Fi, disconnect the LAN cable and press the chest button again for a new IP address, then continue setup in your browser.
8

Download apps from the cloud

Once setup is complete, download your Plural and other apps from the Aldebaran cloud. 🎉
Do not forget the password you set during initial setup. It cannot be recovered. Choose something memorable and note it securely.
For an alternative reset method using Choregraphe, contact the manufacturer support team or your Humanizing representative.
The 401 Unauthorized error appears when NAO cannot validate its token against the Plural platform. There are two common causes:Cause 1 — Expired licenceCheck whether NAO has an active licence on go.plural.io under My Avatars & Robots. If the licence has expired, renew it and try entering the token again.Cause 2 — Invalid token stored on NAONAO may have a corrupted or outdated token in its file system. The only reliable fix is a factory reset. See the “How do I perform a factory reset on NAO?” entry above for the full procedure.
When a robot’s licence expires, Pepper and Temi lose access to the MQTT protocol used for cloud communication. You will see one or more of these indicators:
  • A “Connection to the cloud MQTT channel has failed” message on the robot.
  • A “Your robot’s licence has expired” message when you try to push a content update.
  • A banner on the My Avatars & Robots page saying “You have robots with an expired licence.”
  • An expired-licence badge on the robot’s card.
How to renew the licence:
1

Open My Avatars & Robots

Log in to go.plural.io and navigate to My Avatars & Robots.
2

Click Extend licence

Click the Extend licence button in the upper-right corner.
3

Select the robot

Check the box next to the robot whose licence you want to extend, then click elsewhere to close the dropdown.
4

Send the renewal request

Add an optional comment or send the request as-is. Humanizing will contact you to complete the renewal.
For hardware issues with Pepper that Humanizing cannot resolve directly, you need to raise a ticket with the manufacturer through the United Robotics Group (URG) support portal.
1

Register on the URG support portal

Go to the URG support portal and create an account if you do not already have one.
2

Create a new ticket

Click New Ticket and fill in all required fields.
3

Provide your Pepper's Body ID

Find the Body ID label inside Pepper’s neck flap (two lines, starting with AP99…). Include both lines in your ticket.
4

State the hardware version

Determine the hardware version using the Body ID reference chart. Include this in your ticket.
5

State the software version

If Pepper has a tablet with an Android OS (you can open a browser on it), the software version is 2.9. Otherwise it is 2.5.
6

Describe the problem in detail

Explain exactly what the issue is and list all troubleshooting steps you have already tried. Request that URG add Humanizing Technologies in CC (support@humanizing.com) so the team can follow progress.
Even when you copy Humanizing into the ticket, someone may occasionally forget to keep them in CC. If you need Humanizing’s help at any point, forward the ticket thread directly to support@humanizing.com.
If you have concerns about your Pepper deployment and how this affects your Plural projects, contact support@humanizing.com and the team will advise you on your options.