Quick Troubleshooting Guide

Before contacting support, please work through the checks below. You can open multiple sections at once and keep them open while you test fixes.

🎨 Drawing, Bots, & Calibration ▾

🧰

Drawing looks uneven or strange?

If you’re on a folding table, the surface may not be level.
Fix: Bot Settings → enable Increase Pen Lift Height.
⚙️

Still drawing odd?

Disconnect and turn off power and remove power for 20s.
Refresh bots so it is removed from the list.
Reconnect power and plug back in.
Refresh bots so it reappears.
Still drawing odd? Try bot calibration.
How: SketchBot Manager → gear icon next to the bot → Calibration.
🧑‍🔧

Swap to a spare bot

If one bot continues to have issues, switching to a spare is often fastest during events.
📦

Packing / Storing

To store and pack up your bot: simply turn off and remove power. This disengages the motor so you can move it into the packing position.
🔧

Bot not recognized?

Try: a different USB port, a different USB hub, and a different USB cable.
On Mac, if the bot is plugged in and not recognized, power cycle the bot and click "Refresh Bots". (We're confirming the best steps on the Mac Neo to reconnect the bot successfully.)

💻

Mac / PC users:
To successfully connect a bot, you must use a USB hub. USB hub link
🔄

Confirm project sync & event dates

Ensure the project is synced on both iPad and PC and your event dates are correct in the Portal.
Fix: Emails and texts will not send unless the project has valid event dates set in the Portal.
⚠️

Bot safety procedures

Never grab or position the arm unless the motors are off (e.g. during the calibration stage) or the bot is unplugged / powered off.

💻 Computer, Software & Connections ▾

Windows Updates & Performance

Pending updates can make the network slow/unresponsive. Complete updates and restart your PC.

⚡ Switch Windows to “High Performance”

Method 1

Control Panel (Win 10/11)

Start → Type Control Panel → Hardware and Sound → Power Options → Select High performance.

Method 2

Settings (Win 11)

Settings → System → Power & battery → Under Power mode, choose Best performance.
🔓
How to release license
1. Go to the SketchBot Portal: https://www.sketchbot.com/portal
2. Click the Settings icon in the top-right corner.
3. find SKETCHBOT LICENSE STATUS and click Release.
⬇️
Update SketchBot Software
1. Go to the SketchBot Portal: https://www.sketchbot.com/portal
2. Click the Settings icon in the top right.
3. Go to SketchBot Downloads and download the installer for your machine.
4. Once downloaded, open the installer file.
5. Enter your license key and email.
  Tip: You can find your license key in the SketchBot License Status section in Portal settings.
Note: Do NOT uninstall your current version. The installer will automatically update your existing software.
⬆️

Confirm everything is up to date

iPad app, PC software, and firmware should all be current.
Tip: triple-check versions.
🔁

Full restart

Fix: restart the PC and iPad.
🕒

Check date & time

Incorrect time can cause sync/connection issues.
Fix: confirm date/time on both iPad and PC (prefer automatic).
🌐

Verify internet

Test: load a website on both the iPad and PC.
☁️

Local Mode issues?

Fix: log into the Portal and use Cloud Connect (recommended).
🔄

Confirm project sync & event dates

Ensure the project is synced on both iPad and PC and your event dates are correct in the Portal.
Fix: Projects must have valid event dates in the Portal for emails or texts to send.
✉️

Email, MMS, SMS, Delivery

Be sure your project has a date range and that the Activate button is clicked. Without a date range the project does not know when emails or texts should be sent out—some clients want them sent after the event, not during. These dates and the activation button let you manage that.
⚠️
QR Submission Code
If users see a fail or caution symbol, they may have reached the submission limit for that device.
Fix: Increase the device limit in the Portal if you want to allow more submissions.
1. Go to https://www.sketchbot.com/portal.
2. Select the project you are working on.
3. Scroll down to Submission Flow Editor.
4. Open the QRCode submission tab.
5. Change the Device Limit value.
📱
iPad app acting strange? (MosaiCapture)
1
Change Activation
Double tap the upper-left corner of the iPad app → select Change Activation.

2
Reinstall the app
Delete/uninstall the MosaiCapture app, then reinstall it from the App Store.
3
Hard restart the iPad
🔧

Bot not recognized?

Try: a different USB port, a different USB hub, and a different USB cable.
On Mac, if the bot is plugged in and not recognized, power cycle the bot and click "Refresh Bots". (We're confirming the best steps on the Mac Neo to reconnect the bot successfully.)

🍎

Mac / Apple users:
To successfully connect a bot, you must use a USB hub. USB hub link

📞 Still Need Help? ▾

Quick Troubleshooting Guide

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