FAQ
We have answers to your questions!
General | Installation, setup and usage | Maintenance | Payment, warranty and returns
General
No, the robot is easy to drive. It is intuitive, even for a beginner. You can use the mouse, touch screen or arrow keys on your keyboard to navigate it. No driving lessons are required other than a 5-minute YouTube tutorial.
WATCH: How to use Holo Robots – Beginners’ Guide
No, you can assemble and set it up in under 10 minutes. The robot comes in its shipping case with 3 parts: base, head and docking charger.
WATCH: How to assemble the robot?
The lithium-Ion internal battery provides up to 4 hours of regular use. It takes approximately 2 hours for the battery to recharge in the docking station fully.
There are a few things to keep in mind regarding battery life. For instance, if the robot is stationary, such as attending a meeting, we suggest retracting the kickstand to lengthen the battery’s life. We also recommend keeping the pole low to avoid draining the battery. Most importantly, remember to bring the robot back to its docking station. Please note that other factors such as night vision, screen sharing, screen brightness and audio boost can affect battery life.
Connecting to the Wi-Fi is simple, and several network authentication types are accessible, either open or protected with a WEP or WPA2 authentification. You can also connect to a hidden network, but manual input is required.
To ensure that navigation is smooth and you stay connected, be sure that the network is stable and has a strong range.
Yes, however, the results will not be as satisfactory. Network stability and signal strength are essential criteria for a quality driving experience.
Yes, the robot can go up a 5% incline (for example, an ADA-compliant wheelchair ramp.)
Original cardboard box (base and robot head):
30,48 cm x 33,02 cm x 109,22 (12 in x 13 in x 43 in)
Weight: 9,97 kg (22 lb)
Original charging dock box:
Dimensions: 45.72 cm x 45.72 cm x 22.86 cm (18 in x 18 in x 9 in)
Weight: 4.54 kg (10 lb)
The robot operates with a Wi-Fi signal. Given that most elevators do not have Wi-Fi signals, someone should accompany the robot until the signal is available. Remember, the robot does not have arms to push buttons!
Your robot can reach a speed of 1.6 km/h or 24 meters/minute. It reaches its maximum speed when going forward, and the pole is at its lowest. Please note that the speed cannot be changed.
Should you have to change login details or disable calls from the robot, you only need to tap on the robot’s nickname located on the Double 3’s screen.
A QR code (“Quick Response” code) is a type of matrix barcode (or two-dimensional barcode). It gives you quick access to websites without having to type or remember a website’s address. The camera app on your iPhone, iPad, or iPod touch can scan a QR code.
Apple introduced an integrated QR Code reader in its iOS 11 update, eliminating the need to download third-party apps to scan QR codes. If your device does not permit it to be upgraded to iOS 11 or above, consider downloading a third-party app to scan a QR Code.
Here is how to scan a QR code with iOS:
1. Open the camera on your device.
2. Use the rear-facing camera and be sure the QR code appears in the camera’s viewfinder.
3. Your device will detect that it is a QR code and will then display a notification. Tap the message and open the link associated with the QR code.
No, the software in the Double 3 model is fully integrated and includes the cameras, screen and various sensors all in one device, which is easy to set up.
The 9.7-in screen on the robot will show the camera’s image. If you do not wish to share your image, you must physically cover your camera instead of changing the parameters. You can also share a Web page when used; this will replace what your image would have displayed.
Installation, setup and usage.
Follow this tutorial to see how to start the robot.
KNOWLEDGE BASE : How do I start the robot?
You can drive the robot from anywhere in the world using:
– Mac or PC with Chrome, Firefox, Safari or Edge
– An iPad or iPhone with iOS 8 (or a more recent version) using either the app or Safari
– A recent Android device with Google Chrome
*Note: you cannot use a Microsoft Surface computer.
The Web driver interface works on several Android devices with Google Chrome. https://drive.doublerobotics.com.
There is no Android app available at this time.
Follow this tutorial to see how to drive the robot with the Chrome browser:
KNOWLEDGE BASE : How do I drive the robot using Google’s Chrome browser?
Follow the following tutorial to see how to drive the robot with the iOS app:
KNOWLEDGE BASE : How to drive the robot with the iOS app
Follow this tutorial to see how to create a visitor pass:
KNOWLEDGE BASE: How do I create a visitor’s pass?
Yes. Follow the following tutorial to see how:
KNOWLOEDGE BASE : How do I share my screen with remote participants?
No feature currently allows audio or video to be recorded. However, you may do so by using third-party software such as Chrome extensions. We highly recommend you inform participants of your intention to record the call to get their consent.
Yes, the video connection used in the Double client app is encrypted and always secure. It is based on the WebRTC video standard. The encryption used is an AES cipher with 256-bit or 128-bit keys to encrypt audio and video, in addition to HMAC-SHA1 to verify data integrity.
Additionally, video is encrypted end-to-end. A direct peer-to-peer connection is attempted first and, only if it fails (likely due to blocked ports or network topology), a connection is attempted through a TURN server. The TURN server just relays packets from one peer to the other; it cannot decrypt the video or audio data.
Double 3 uses standard WebRTC directly, and Double Robotics operates the TURN servers.
Both versions employ Transport Layer Security (TLS) to encrypt both voice and video data. TLS encryption is compliant with the HIPAA Security Rule for the transmission of patient health information over the Internet. However, Double does not typically sign “Business Associate Agreements” and does not specifically claim HIPAA or HITECH compliance.
In most customer use cases, Double is more appropriately considered a conduit in PHI transmission, so a BAA is generally not required.
For more information on HIPAA compliance through OpenTok, visit OpenTok HIPAA Compliance
For more information on WebRTC through OpenTok, visit http://tokbox.com/about-webrtc/
You can share login details (username and password). We recommend creating general logins that can be shared with other people, such as key employees. If needed, you can change the password.
You can create visitor passes that are valid for a specific day and lasting 5 minutes to 24 hours, depending on your needs. It is helpful for visitors, clients, suppliers and employees.
Yes, you can click on the spot nearby so the robot can go there by itself. Please note that this zone is limited to approximately 4 meters (13 feet) in front of the robot.
Yes, we recommend it for large areas to reduce travelling distance before and after a call.
The location of the docking station is critical to make docking easier.
Be sure to follow the following guidelines:
1- 1-meter clearance in the front and on each side of the docking station
2- The station is set against a wall at a right angle.
3- The station is set on the same type of surface as the one on which the robot travels.
4- The floor’s surface is not too glossy.
5- The dock is on a clean and smooth surface.
6- The docking forks are adequately raised and clicked.
7- The robot is directly facing the station, a maximum of 2 meters away.
Yes, you can lift the robot to put it in the docking station manually. Make sure you hold onto the outside pole and not the inner pole. The wheels will spin in the opposite direction for a bit – this is normal. Set down the robot slowly and hold it until it has complete contact with the floor.
Your robot should be used indoors only. Hard, smooth surfaces are best suited for the robot. Please refrain from driving over thick, shaggy carpets, rough surfaces or deep thresholds to avoid damaging the robot’s wheels.
No, the robot cannot automatically return to its charging station. This feature will be available soon.
See the following article to see how the Multi-Viewer mode works:
KNOWLEDGE BASE: How does the Multi-Viewer Video option work?
Yes, you can share your entire screen, a Web page or a specific app. You can also share a Web page with which people can interact.
Fleet management is a monthly or annual subscription per robot that allows you to have unlimited users, a reservation calendar, call quality report, and other settings and security tools.
More details and demonstration in the following video.
No, it is only 1 user but you can share unlimited visitor passes. You can only have more users with the fleet management subscription. Here’s how.
Visitors get a visitor pass for a certain time and time that you will create from the robot screen or fleet management. Users have access at any time to the robot linked to their account. You can only have multiple users with the fleet management subscription.
Maintenance
No, you must not turn it off. However, you should bring it back to its charging station after each use. The screen will be in idle mode. If you must turn it off, push the button under the robot’s base.
You must dock the robot in its charging station. You can also use the charging cable (if purchased). We recommend placing the docking station in a safe place (where there is little traffic) and easily accessible.
Be sure to store it in a room-temperature environment
Be sure to clear wheels of all debris
When not in use, keep the robot charging at all times.
Be sure to not exceed 60 days without charging the robot; this will keep the battery functioning optimally.
We have travelled with our robot several times on numerous airlines. It is considered regular check-in baggage. If airline personnel inquire about Double’s contents, explain that it has a lithium-ion battery with 72-watt hours, similar to laptops. Should they require additional information, please download the following documents:
Safety battery datasheet
Advanced guideline for battery shipping and handling
To protect your robot during shipping, we suggest packing it in its custom hard plastic shipping case equipped with foam cut-outs inside.
HS code to import in Canada: 8473.30.9000.
HS code to import in the United States: 8473.30.5100
The following cleaning and disinfecting options have been tested:
– 3% hydrogen peroxide solution
– Quaternary ammonium compound such as Diversey Virex All-Purpose Disinfectant Cleaner
We, therefore, suggest using a damp cloth or microfibre cloth to clean the robot.
Keep in mind that regular or very harsh cleaning with any product type may result in cosmetic damage over time but should not affect the robot’s operation, per se.
Payment, warranty and returns
Each robot has a serial number located under its base. There is also a serial number located behind the screen on the robot’s head. We recommend writing down these serial numbers for warranty purposes, especially if you have several robots.
Older versions, such as Double 2, do not come with a screen display, meaning that users must provide an iPad tablet to operate the robot. Furthermore, older versions can need additional accessories such as an audio kit or camera. There is also a significant difference in the driving experience (responsiveness, audio, video). We highly recommend doing a test-drive for comparison purposes.
Yes, we accept purchases in many cases. Please contact our sales team for additional details.
The robot is covered by a limited warranty issued by the manufacturer, Double Robotics, which covers the product against defects in workmanship and materials for 1 year from the date of receipt. A part repair does not extend the warranty.
Click here for full warranty details.
Customers have 30 days from receipt of the order to return merchandise for a refund.
Click here for full details of the return policy.
If the provided address is wrong and the shipment is returned to us, the customer will have to pay the shipping cost again. The second shipment will not be sent until payment for shipping charges has been received or approved, and our warehouse receives the first shipment.