1. Identify the exact machine.
Record the model, hardware revision if visible and software version if accessible. Keep full serials and account details private until an approved workflow asks for them. A family name such as LUBA or CatGenie may cover more than one configuration.
2. Describe the observable symptom.
Write what you saw or heard: when the unit stopped, what the display or app showed, whether movement or water flow changed and whether the problem repeats. A short video can be more useful than a guessed component name. Stop using a machine that appears unsafe rather than recreating a hazardous fault.
3. Place the fault in time.
Note whether it happens at startup, while charging, at a particular cycle stage or after a period of operation. Mention the most recent successful use and any relevant change before the failure: moving, storage, a software update, maintenance or an impact.
4. List previous attempts honestly.
Include resets, parts replacements, cleaning, disassembly and prior service advice. These details help avoid repeating work and reveal what has already changed. You do not need to make the repair history sound more certain than it is.
5. Show the complete configuration.
List the included power supply, charging hardware, positioning equipment and other accessories. For an installation request, include location, rough property details and the outcome you want. For CatGenie, note the exact model and cycle behavior, and follow its current manufacturer maintenance guidance.
6. Agree on intake before transporting it.
A request is an eligibility review, not an approved shipment or appointment. Wait for the assessment scope and delivery instructions. Complete-device shipping may be unsuitable because of battery condition, packaging, contamination or economics. Clean appliances only as directed for the accepted intake; do not mail an unapproved unit.
Describe the evidence you have. The assessment is where diagnosis begins.