When encountering technical issues, the Even team may request that you submit feedback and upload logs through the app. This helps our technical support team identify and resolve problems more quickly.
Note:
If your device (G2&R1) is able to connect, please ensure it is successfully connected before uploading the logs.
If You Experience Issues with Your R1: Due to the device's limited storage capacity, R1 system logs are only retained for a short period of time. To ensure we can accurately capture the error data, please be sure to upload your logs on the same day the issue occurs (this is especially important for intermittent issues). If this time window is missed, crucial diagnostic data may be overwritten.
Once the log upload is complete, please contact our Service Team immediately and provide the exact time the issue occurred, along with your R1's Bluetooth name.
1. Go to the ”Report a problem”
- On the App home screen, tap the "Settings" in the lower-right corner.
- In the settings list, find and tap "Report a problem".
2. Describe Your Issue
- In the Report a problem input box, please be sure to include the following information in your description:
- The specific date and time the issue occurred.
- Your phone model and operating system version (e.g., iPhone 15 Pro, iOS 18.2 or Samsung Galaxy S24, Android 15).
3. Authorize Log Upload
- Below the input box, you will see a prompt: "Help us diagnose your issue by securely uploading your logs."
- Check the box to its left to authorize the secure upload of anonymized log data from your device.
4. Complete Submission
- After completing the steps above, tap the "Submit" button at the bottom.
- A success message indicates your feedback and logs have been uploaded.
Note: The uploaded logs contain only device operational data for diagnosing technical issues and do not include any personal private content. We recommend submitting them as soon as possible after an issue occurs to obtain the most effective log information.
If this does not resolve your problem, please contact our Service Team for further assistance.