When you encounter a technical issue, the Even team may ask you to report the problem and upload logs through the app. Logs, screenshots, and videos can help our Service Team identify the issue more efficiently.
Note:
If your device (G2&R1) is able to connect, please ensure it is successfully connected before uploading the logs.
If you are experiencing an issue with your R1: Because the R1 has limited storage, its system logs are retained for only a short time. Please upload the logs on the same day the issue occurs, especially if the issue is intermittent. Otherwise, the relevant diagnostic data may be overwritten.
After uploading the logs, please contact our Service Team as soon as possible. Provide the exact time the issue occurred and 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. Select the issue type
Select the category that best describes your issue:
- Connectivity
- Features
- Glasses
- Ring
- Even Hub
- Other
3. Describe the Issue
In the Describe detail field, explain what happened and include:
- What you were doing when the issue occurred
- What you expected to happen
- What happened instead
- Your phone model and operating system version, such as iPhone 15 Pro with iOS 18.2 or Samsung Galaxy S24 with Android 15
- Any troubleshooting steps you have already tried
4. Select the time the issue occurred
Under Time discovered, tap Select time and enter the date and time when you noticed the issue.
5. Upload screenshots or videos (Optional)
Under Upload images or videos (Optional), tap the + icon to attach screenshots, images, or videos showing the issue.
6. Authorize Log Upload
- Near the bottom of the page, you will see the option: “Help us diagnose your issue by securely uploading your logs.”
- Select the checkbox next to it to authorize the secure upload of anonymized log data from your device.
7. Submit the report
- 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.