5. Troubleshooting Motor Errors, Uneven Movement, and Unusual Motor Behavior

A motor-related issue may cause one side of your platform to stop moving, move incorrectly, display an error, or produce unusual sounds.

However, a motor error does not always mean the motor itself is defective. Similar symptoms can be caused by cables, encoder feedback, controller communication, incorrect configuration, or mechanical obstruction.

This guide explains what you can safely check before contacting support.

Common Symptoms

• One motor does not move.
• A motor displays an ERR message.
• The platform moves unevenly.
• The platform does not return to its expected position.
• Movement stops unexpectedly.
• A motor produces unusual noise.
• Motor behavior changes after an upgrade.
• The platform shifts or drops unexpectedly.

Step 1: Identify the Affected Motor

If the software or controller displays an error:

1. Note the affected motor or channel number.
2. Record the exact error message.
3. Note whether the problem occurs during startup, movement, or shutdown.
4. Record whether the error is constant or intermittent.

If possible, take a screenshot of the error.

Do not repeatedly attempt movement while a persistent motor fault is present.

Step 2: Power Down Safely

1. Stop the simulation.
2. Exit SRS.
3. Follow the normal shutdown procedure for your platform.
4. Disconnect power before inspecting external motor connections.

Ensure the platform is stable and cannot unexpectedly move or settle.

Do not reach underneath unsupported moving structures.

Step 3: Inspect External Motor Connections

With power disconnected:

1. Inspect the visible motor cables.
2. Check for loose external connectors.
3. Look for bent, damaged, or visibly misaligned connector parts.
4. Check for cables that have been pinched or stretched.
5. Verify that the wiring has not become caught in moving components.

Do not open the motor, controller, or power supply.

Do not modify wiring or swap motor connections unless DOF Reality Support provides a specific approved procedure.

Step 4: Check for Mechanical Obstructions

Look for:

• Loose objects near moving parts.
• Cables restricting platform movement.
• Components that appear out of alignment.
• Visible mechanical damage.
• Parts that appear to be rubbing or contacting one another.

Do not attempt to force the platform into position.

If there is visible mechanical damage, stop using the platform.

Step 5: Check for Recent Changes

Consider whether the issue started after:

• A platform upgrade.
• A firmware update.
• A software configuration change.
• Moving or reassembling the platform.
• Installing new accessories.
• Changing the motion profile.

Record what changed and when the problem first appeared.

This information can help DOF Reality Support distinguish a configuration problem from a hardware fault.

Step 6: Identify Unusual Motor Sounds

Different symptoms may indicate different types of problems.

Repeated clicking or unexpected beeping

Record when the sound occurs and whether an error is displayed.

Grinding or scraping sounds

Stop the platform and inspect for visible obstruction or mechanical damage without entering the movement area.

Unusual vibration or jerky movement

Stop testing and record the conditions under which the behavior occurred.

A short video may help support diagnose the issue, but only record one if it can be captured safely without repeating dangerous movement.

Step 7: Check for Motor or Brake Problems

If the platform drops unexpectedly, moves without a command, or does not remain stable when powered off, stop using it immediately.

Do not attempt additional movement or shutdown tests.

Do not bypass brakes or attempt to repair motor holding mechanisms yourself.

Contact DOF Reality Support for further instructions.

Step 8: Check Software Configuration

If there is no mechanical damage, abnormal movement, or persistent hardware error:

1. Open SRS.
2. Confirm that the correct platform model is configured.
3. Review any recent configuration changes.
4. Check whether SRS displays a motor or controller warning.
5. Follow the applicable model-specific setup instructions.

If the error began immediately after an upgrade, use the platform upgrade troubleshooting guide.

Do not change advanced motor or controller parameters without approved instructions.

Step 9: Determine Whether Further Testing Is Appropriate

A movement test should only be attempted if the platform is mechanically secure, no safety-related symptoms have occurred, and there are no persistent hardware warnings.

If these conditions are met, follow the approved movement-test procedure for your platform.

If a motor error reappears, stop testing and contact support.

When to Contact Support

Contact DOF Reality Support if:

• A motor ERR message persists.
• One motor does not respond.
• Movement is uneven or uncontrolled.
• A motor produces unusual grinding or scraping sounds.
• The platform does not center correctly.
• The platform drops or shifts unexpectedly.
• The issue began after a hardware upgrade.

Please provide:

• Platform model
• Affected motor/channel number
• Exact error message
• Photos of visible motor connections
• A short video, if safe to capture
• Recent upgrades or software changes
• Steps already attempted

Next step: Contact DOF Reality Support