What Should I Do if KATA Friends’ Arm Cannot Move, Gets Stuck, or Moves Abnormally? – SwitchBot Help Center

Related Products: KATA Friends
Firmware Version: V1.2.050 or newer

Make sure the device firmware version is up to date.
If the issue only occurs occasionally, the arm may have been blocked by an external object while moving, or it may have been moved manually. In this case, you can gently touch the arm and observe whether it can move up and down normally during actual operation. You can also put the eye mask on KATA Friends and power it off. When the arm can move freely, gently move the arm up and down and check whether there is any abnormal noise.
- If the arm moves normally and there is no abnormal noise, the issue was likely caused by the external factors mentioned above. Please wait until the task error message disappears during the next task.
- If the arm moves abnormally, makes a clicking noise, or the error message does not disappear, please record the time when the issue occurred and a video showing the abnormal behavior, then contact us via Feedback in the SwitchBot App.
The fur or clothing may not fit properly. Try adjusting the fur around the arm to avoid any overly tight areas. If you are not sure, you can take photos and contact us via Feedback in the SwitchBot App. When dressing KATA Friends, please read the clothing instructions carefully and follow the wearing guide to avoid affecting arm movement due to incorrect dressing.
We recommend sending the arm motor for maintenance once a year. During daily use, avoid lifting KATA Friends by the arms, manually moving the arms, or dropping or bumping KATA Friends. This can help extend the service life of the arm motor.