> For the complete documentation index, see [llms.txt](https://captic-2.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://captic-2.gitbook.io/docs/depalletizing/troubleshooting.md).

# Troubleshooting

Answers to the most common Bag Depalletizer questions.

The most common Bag Depalletizer questions, and what to check first. For issues that affect every Captic product, such as the Product UI not loading or a module showing red, see [Help & Support](/docs/help.md).

## Calibration

<details>

<summary>The calibration fails or gives a poor result</summary>

The most common cause is too little variation between poses. Make sure every pose has a clearly different position **and** clear rotations around all axes, and follow the trapezoid pattern in [Robot Calibration](/docs/overview/hands-on/vision+robot-calibration.md). Also check that the board stays fully visible and is attached firmly to the gripper, and that you completed all poses in one session.

</details>

<details>

<summary>I can't fetch the robot pose in the wizard</summary>

Fetching the pose only works when the robot pose service is set up in the [Integration Flow](/docs/overview/hands-on/integrating-your-robot/integration-flow.md). Until then, type the X, Y, Z, A, B, C values from the robot controller into the form.

</details>

## Picking

<details>

<summary>The robot goes to the wrong position or orientation</summary>

First check the robot brand at **Settings > Depalletizer > Pipeline Settings > Coordinate Convention**. Robot brands use different conventions for angles, and a wrong setting gives rotated or mirrored poses. If the brand is correct, repeat the [calibration](/docs/overview/hands-on/vision+robot-calibration.md), especially if the camera or robot has been moved.

</details>

<details>

<summary>Bags are detected but not picked</summary>

The bag is probably outside the Volume of Interest, or the detection is below the confidence threshold. Open **Details > Vision** to see what the system detected, then check the [Volume of Interest](/docs/depalletizing/getting-started.md#step-5-set-the-volume-of-interest) and the confidence score setting.

</details>

<details>

<summary>The system tries to pick bags the robot can't reach</summary>

The Volume of Interest is larger than the robot's reach. Shrink it with the VOI Wizard so it covers only the reachable area. See [Getting Started, step 5](/docs/depalletizing/getting-started.md#step-5-set-the-volume-of-interest).

</details>

## Robot and PLC connection

<details>

<summary>Results don't reach the robot or PLC</summary>

1. Test in **Human Mode** first: if **Next Image** gives a good result, the vision side works.
2. Open the [Integration Flow](/docs/overview/hands-on/integrating-your-robot/integration-flow.md) at `http://[serial-number].local:1880` and check the connection settings (IP address, data blocks, tags or registers).
3. Check the handshake. With the [recommended PLC data layout](/docs/overview/hands-on/integrating-your-robot/integration-flow/plcs.md), the PLC must copy CapticCounter to PLCCounter to acknowledge each result.

</details>

{% hint style="info" %}
Still stuck? Email <support@captic.com> with your device's serial number and a short description of what you see.
{% endhint %}