> ## Documentation Index
> Fetch the complete documentation index at: https://support.humanizing.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Robot Troubleshooting: Pepper, Temi, and NAO Issues

> Fix common issues with Pepper, Temi, and NAO robots: connectivity, license renewal, factory reset, video playback, and escalation to the manufacturer.

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.

<AccordionGroup>
  <Accordion title="I can't see my robot (Pepper, Temi, or NAO) under My Avatars & Robots">
    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](/en/getting-started/installation).

    **2. The robot must be linked to your Plural account**

    Generate a token in Plural and enter it on your robot. Follow the steps in [Add a new avatar/robot to your Plural account](/en/getting-started/add-robot-or-avatar).
  </Accordion>

  <Accordion title="Content or software update to Pepper is not possible">
    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:

    <Steps>
      <Step title="Forget the current Wi-Fi network on Pepper">
        Navigate to **Wi-Fi settings** on Pepper, tap the connected network, and select **Forget network**.
      </Step>

      <Step title="Enable a hotspot on your smartphone">
        Create a personal hotspot on your phone (Android smartphones work best).
      </Step>

      <Step title="Connect Pepper to the hotspot">
        Select your phone's hotspot from Pepper's Wi-Fi list and connect.
      </Step>

      <Step title="Retry the update">
        Attempt the content or software update again.
      </Step>

      <Step title="Restart Pepper if the update still fails">
        Restart Pepper while the hotspot is active and try once more.
      </Step>

      <Step title="Try a different hotspot">
        If the update still fails, test with a different Android smartphone hotspot.
      </Step>
    </Steps>

    If none of the steps above resolve the issue, [contact Plural support](mailto:support@humanizing.com).
  </Accordion>

  <Accordion title="Pepper shows 'Video can't be played'">
    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.

    <Warning>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.</Warning>
  </Accordion>

  <Accordion title="How do I perform a factory reset on NAO?">
    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](https://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.

    <Note>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](http://doc.aldebaran.com/2-4/embedded/backup_robot_data.html#backup-robot-data).</Note>

    <Steps>
      <Step title="Open the NAO Robot Web Page">
        Connect to NAO's web interface in your browser and click the **Factory reset** button.
      </Step>

      <Step title="Authenticate with Aldebaran credentials">
        Enter your Aldebaran Cloud username and password to authorise the reset.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="Download apps from the cloud">
        Once setup is complete, download your Plural and other apps from the Aldebaran cloud. 🎉
      </Step>
    </Steps>

    <Warning>Do not forget the password you set during initial setup. It cannot be recovered. Choose something memorable and note it securely.</Warning>

    For an alternative reset method using Choregraphe, contact the manufacturer support team or your Humanizing representative.
  </Accordion>

  <Accordion title="NAO shows error 401: Unauthorized — how do I fix it?">
    The 401 Unauthorized error appears when NAO cannot validate its token against the Plural platform. There are two common causes:

    **Cause 1 — Expired licence**

    Check whether NAO has an active licence on [go.plural.io](https://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 NAO**

    NAO 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.
  </Accordion>

  <Accordion title="The licence for my robot has expired — what do I do?">
    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:**

    <Steps>
      <Step title="Open My Avatars & Robots">
        Log in to [go.plural.io](https://go.plural.io) and navigate to **My Avatars & Robots**.
      </Step>

      <Step title="Click Extend licence">
        Click the **Extend licence** button in the upper-right corner.
      </Step>

      <Step title="Select the robot">
        Check the box next to the robot whose licence you want to extend, then click elsewhere to close the dropdown.
      </Step>

      <Step title="Send the renewal request">
        Add an optional comment or send the request as-is. Humanizing will contact you to complete the renewal.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="How do I create a support ticket for Pepper at Aldebaran/Softbank/URG?">
    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.

    <Steps>
      <Step title="Register on the URG support portal">
        Go to the URG support portal and create an account if you do not already have one.
      </Step>

      <Step title="Create a new ticket">
        Click **New Ticket** and fill in all required fields.
      </Step>

      <Step title="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.
      </Step>

      <Step title="State the hardware version">
        Determine the hardware version using the Body ID reference chart. Include this in your ticket.
      </Step>

      <Step title="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**.
      </Step>

      <Step title="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.
      </Step>
    </Steps>

    <Tip>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](mailto:support@humanizing.com).</Tip>
  </Accordion>

  <Accordion title="What will happen with Pepper robots?">
    If you have concerns about your Pepper deployment and how this affects your Plural projects, contact [support@humanizing.com](mailto:support@humanizing.com) and the team will advise you on your options.
  </Accordion>
</AccordionGroup>