If you're experiencing a technical issue, use Report a problem in the Even Realities App to share details and upload logs. The details, logs, screenshots, and videos you provide help our Support team understand what happened and find the right solution for you.
If your G2 or R1 can still connect: Make sure it is connected before uploading the logs.
For R1 issues:
When describing the issue, include your R1's Bluetooth name.
The R1 has limited storage, so its system logs are retained for only a short time. Upload the logs on the same day the issue occurs, especially if the issue is intermittent.
1. Go to Report a problem
- On the Even Realities App home screen, tap Settings in the lower-right corner.
- In the settings list, 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, share as much relevant information as you can, including:
- What you were doing when the issue occurred
- What you expected to happen
- What happened instead
- Your phone model and operating system version
- Any troubleshooting steps you have already tried
- For R1 issues, your R1's Bluetooth name
4. Select the time the issue occurred
Under Time discovered, tap Select time and enter the date and time when the issue occurred.
5. Upload screenshots or videos (optional)
If available, under Upload images or videos (Optional), tap the + icon to attach screenshots, images, or videos that help show what happened.
6. Authorize log upload
- Near the bottom of the page, find “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
- Tap Submit at the bottom of the page.
- When a success message appears, your report details and logs have been uploaded.
Note: The uploaded logs contain only device operational data used to diagnose technical issues and do not include personal or private content. For the most useful diagnostic information, submit your report as soon as possible after the issue occurs.