The following information must be used to complete the OT-2 Connection Troubleshooting Form. Once you have submitted the form, please reach out to support with the email used to submit the form and the form submission date/time.

  1. Robot Serial Number 
  2. Software Version of Opentrons App 
  3. OS Name
  4. Windows 10 Version
  5. Windows 10 Build
  6. System Manufacturer
  7. System Model
  8. Microsoft System Information Text File
  9. Windows Defender Firewall Settings 
  10. Network and Sharing Center Settings 
  11. Windows File and Printer Sharing Settings
  12. Windows Network Discovery Settings 
  13. Realtek USB FE Family Controller Properties 

Robot Serial Number 

The robot serial number is located on the back of the robot under the barcode. It may also be the robot name displayed in the app. It would be listed as "OT2P201..." or "OT2CEP201...".

Software Version of Opentrons App 

1. Open the Opentrons App. You do not need to be connected to your robot 

2. Click on the MORE tab in the lower left hand corner 

3. Your app's software version will be location in the Information section

OS Name, Windows 10 Version, Windows 10 Build, System Manufacturer, System Model, and System Information Text File

1. Press Windows logo key + R to open the Run window.

2. Enter msinfo32.

3. You should see your system information.

4. Click File > Export 

5. Save as system-information-file.txt.

Windows Defender Firewall Settings 

Control Panel > System and Security > Windows Defender Firewall > Allowed Apps

1. Open your computer's Control Panel

2. Go to System and Security > Windows Defender Firewall

3. Select Allow an app through firewall. A new window will open. 

What is the Windows Firewall settings for the Opentrons app?

What is the Windows Firewall settings for mDNS?

Network and Sharing Center Settings 

1. Open your computer's Control Panel

2.Go to Network and Internet > Network and Sharing Center

 Is the USB-to-Ethernet adapter categorized as a “Home”, “Work”, or “Public” network?

Windows File and Printer Sharing Settings 

1. Open your computer's Control Panel

2. Choose View network status and tasks under Network and Internet.

3. Select Change advanced sharing settings in Network and Sharing Center.

4. Observe if Turn on file and printer sharing or Turn off file and printer sharing is enabled. Click Save Changes and exit the control panel.

Windows Network Discovery Settings 

1. Type network in the search box and choose Network and Sharing Center in the list to open it.

2. Select Change advanced sharing settings to move on.

3. Observe if Turn on network discovery or Turn off network discovery is enabled, and click Save Changes

Realtek USB FE Family Controller Properties 

  1. Open your Computer's Control Panel
  2. Go to Network and Internet > Network and Sharing Center.
  3. From the left sidebar, select Change adapter settings.
  4. Right Click on the Ethernet connection labeled "Realtek USB FE Family Controller" and select Properties

What driver version are we working with?

Is the computer allowed to put the adapter to sleep?

We will need the information to efficiently troubleshoot your issue. If you have not filled out the form we will ask for this information and it will take more time to resolve your issue.

Did this answer your question?