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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.
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π§°Drawing looks uneven or strange?If youβre on a folding table, the surface may not be level.
Fix: Bot Settings β enable Increase Pen Lift Height. -
βοΈStill drawing odd?Run a calibration.
How: SketchBot Manager β gear icon next to the bot β Calibration. -
π§Bot not recognized?Try: a different USB port, a different USB hub, and a different USB cable.ο£ΏMac / Apple users:
To successfully connect a bot, you must use a USB hub.
We recommend this hub: View recommended USB hub -
π§βπ§Swap to a spare botIf one bot continues to have issues, switching to a spare is often fastest during events.
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Windows updatesPending updates can make the network slow/unresponsive.
Fix: Complete updates β restart PC. -
β¬οΈConfirm everything is up to dateiPad app, PC software, and firmware should all be current.
Tip: triple-check versions. -
πFull restartFix: restart the PC and iPad.
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πCheck date & timeIncorrect time can cause sync/connection issues.
Fix: confirm date/time on both iPad and PC (prefer automatic). -
πVerify internetTest: load a website on both the iPad and PC.
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βοΈLocal Mode issues?Fix: log into the Portal and use Cloud Connect (recommended).
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πConfirm project sync & event datesEnsure the project is synced on both iPad and PC and your event dates are correct in the Portal.
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π±iPad app acting strange? (MosaiCapture)1Change Activation
Double tap the upper-left corner of the iPad app β select Change Activation.2Reinstall the app
Delete/uninstall the MosaiCapture app, then reinstall it from the App Store.3Hard restart the iPadThis does not erase data.
iPads without a Home button:
- Quickly press and release Volume Up
- Quickly press and release Volume Down
- Press and hold the Top/Power button until the Apple logo appears, then release
iPads with a Home button:
- Press and hold the Top button and the Home button together until the Apple logo appears
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π§Bot not recognized?Try: a different USB port, a different USB hub, and a different USB cable.ο£ΏMac / Apple users:
To successfully connect a bot, you must use a USB hub.
We recommend this hub: View recommended USB hub
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Emergency Tech Support Lines
Use the contact option that matches your situation:
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Business Hours (9:00am β 5:30pm EST)
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Outside Business Hours
May ring up to 15 times as we secure an available tech β please be patient.
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WhatsApp (Call or Chat)
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General questions (non-event / non-emergency):
info@sketchbot.com