Get Support

If this help center does not resolve the issue, prepare the following information. It can significantly reduce diagnostic time.

Device information

• Device serial number
• Firmware version shown in the App
• Battery level and charging status
• SD card capacity and free space
• Current indicator light color and flashing pattern

Issue description

• The exact time when the issue occurred
• What you were doing at the time
• Whether the device was recording, stopping a recording, or updating
• The complete error message shown in the App
• Whether the issue can be reproduced
• Whether the SD card, network, or firmware was recently changed

Recording-related issues

Keep the complete session folder, especially:

• metadata.json
• All four videos and their corresponding timestamp CSV files
• Audio and IMU files
• The recording start and end times shown in the App

Do not rename files or send only the damaged video. The complete folder helps technicians determine whether the issue occurred during capture, writing, or stop finalization.

Privacy reminder

Recording files may contain images, audio, location clues, or other sensitive information. Before sending them, confirm that you have the necessary authorization and use your team's approved secure transfer channel. Provide only the data needed to resolve the issue.

:::info Support channel to be configured Before the product is officially launched, the product team should add a support email address, ticketing system, or customer service QR code here. Do not add personal contact details to the documentation source. :::