App And G2 Connection Failure

G2 cannot be found during setup

Issue

During onboarding, the Even app cannot find your G2 device, so setup cannot be completed.

Troubleshooting

1. Double-tap the TouchPad and check whether the glasses screen lights up.
2. Make sure the glasses have been activated properly:

• Place the glasses in the charging case.
• Connect power to the case for 5 to 10 seconds.
• Check the indicator light status.

3. Go to your phone’s Bluetooth settings and check whether there is an existing Even G2 record. If there is, forget the device, restart Bluetooth, and try again.
4. Restart the glasses and try connecting again.
5. You can also use the nRF Connect app to scan for the Bluetooth signals from both temples.

How to restart the glasses

Option 1: Restart with the charging case

1. Put the glasses in the charging case and make sure the charging contacts are aligned properly.
2. Connect power to the charging case.
3. Within 7 seconds, plug and unplug the charging cable 3 times quickly.
4. Remove the glasses and try connecting again.

1. Double-tap the TouchPad to wake the glasses.
2. Quickly tap both temples more than 5 times each, but fewer than 10 times.

Important:

Both the left and right temples must be tapped more than 5 times each. If only one side is tapped, the restart may not complete successfully.

Still Need Help?

If the issue persists, please contact us and provide the following information:

• Device serial number (SN)
• Even app account
• A photo or short video showing the issue

Contact us here: https://www.evenrealities.com/contact

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The app cannot find G2 in Bluetooth search

Issue

When trying to add G2 to an account that is not yet linked to one, the app cannot find the device in Bluetooth search.

Troubleshooting

1. Confirm whether the glasses have been paired with multiple phones (especially iOS devices). Please check the Bluetooth settings on your previous phone, locate the "EVEN G2" record, and select "Forget This Device".
2. On your current phone, go to the Bluetooth settings and check whether there is an existing "EVEN G2" record. If there is, forget the device, restart Bluetooth, and try again.
3. Confirm that G2 has power. Double-tap the TouchPad and check whether the screen lights up.
4. Restart the glasses and try again.

How to restart the glasses

Option 1: Restart with the charging case

1. Put the glasses in the charging case and make sure the charging contacts are aligned properly.
2. Connect power to the charging case.
3. Within 7 seconds, plug and unplug the charging cable 3 times quickly.
4. Remove the glasses and try connecting again.

Option 2: Restart with touch controls

1. Make sure the glasses are powered on and the screen is lit.
2. Quickly tap both temples more than 5 times each, but fewer than 10 times.

Important:

Both the left and right temples must be tapped more than 5 times each. If only one side is tapped, the restart may not complete successfully.

Still Need Help?

If the issue persists, please contact us and provide the following information:

• Device serial number (SN)
• Even app account
• The date and time when the issue occurred
• App logs
• A photo or short video showing the issue

Contact us here: https://www.evenrealities.com/contact

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The app and G2 disconnect frequently when not in use

Issue

Your G2 connects successfully, but the app and G2 disconnect frequently when no feature is actively being used.

Troubleshooting

1. Check whether too many apps are running in the background on your phone. The Even app may be closed by the system.

   • If you are using Android, go to the system app settings and give the Even app higher battery or background activity permission.

     

• If you are using iPhone, go to system settings and make sure Background App Refresh is enabled for the Even app.

  

2. Make sure both the Even app and the glasses firmware are updated to the latest version.

Still Need Help?

If the issue persists, please contact us and provide the following information:

• Device serial number (SN)
• Even app account
• The date and time when the issue occurred
• App logs
• A photo or short video showing the issue

Contact us here: https://www.evenrealities.com/contact

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The app and G2 disconnect frequently during use

Issue

Your G2 connects successfully, but the app and G2 disconnect frequently while features are being used.

Troubleshooting

1. Make sure both the Even app and the glasses firmware are updated to the latest version.

Still Need Help?

If the issue persists, please contact us and provide the following information:

• Device serial number (SN)
• Even app account
• The date and time when the issue occurred
• App logs
• A photo or short video showing the issue

Contact us here: https://www.evenrealities.com/contact

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Addition Request Timeout for G2

Issue

When your account is not yet linked to a G2, the app can find the device, but pairing stays on loading for a long time and eventually fails.

Troubleshooting

1. Go to your phone’s Bluetooth settings and check whether there is an existing Even G2 record. If there is, forget the device, restart Bluetooth, and try adding it again.
2. Restart the glasses and try again.

How to restart the glasses

Option 1: Restart with the charging case

1. Put the glasses in the charging case and make sure the charging contacts are aligned properly.
2. Connect power to the charging case.
3. Within 7 seconds, plug and unplug the charging cable 3 times quickly.
4. Remove the glasses and try connecting again.

Option 2: Restart with touch controls

1. Make sure the glasses are powered on and the screen is lit.
2. Quickly tap both temples more than 5 times each, but fewer than 10 times.

Important:

Both the left and right temples must be tapped more than 5 times each. If only one side is tapped, the restart may not complete successfully.

Still Need Help?

If the issue persists, please contact us and provide the following information:

• Device serial number (SN)
• Even app account
• The date and time when the issue occurred
• App logs
• A photo or short video showing the issue

Contact us here: https://www.evenrealities.com/contact

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Connection Request Timeout for G2

Issue

Your account already has a G2 in the device list, but when you tap Connect in the app, it stays on loading for a long time and does not connect.

Troubleshooting

1. Confirm that the G2 still has power. Double-tap the TouchPad and check whether the screen lights up.
2. If the glasses have power, restart the glasses and try again.
3. Remove G2 and add it again:

• Go to My Devices > Glasses Info and remove the existing G2.
• Go to your phone’s Bluetooth settings and forget the pairing records for both temples.
• Restart Bluetooth and add G2 again in the app.

4. Restart your phone and try again.

How to restart the glasses

Option 1: Restart with the charging case

1. Put the glasses in the charging case and make sure the charging contacts are aligned properly.
2. Connect power to the charging case.
3. Within 7 seconds, plug and unplug the charging cable 3 times quickly.
4. Remove the glasses and try connecting again.

Option 2: Restart with touch controls

1. Make sure the glasses are powered on and the screen is lit.
2. Quickly tap both temples more than 5 times each, but fewer than 10 times.

Important:

Both the left and right temples must be tapped more than 5 times each. If only one side is tapped, the restart may not complete successfully.

Still Need Help?

If the issue persists, please contact us and provide the following information:

• Device serial number (SN)
• Even app account
• The date and time when the issue occurred
• App logs
• A photo or short video showing the issue

Contact us here: https://www.evenrealities.com/contact

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“Connect failed” appears when adding G2

Issue

When your account is not yet linked to a G2, the app can find the device, but the connection fails immediately and shows Connect failed.

Troubleshooting

1. Go to your phone’s Bluetooth settings and check whether there is an existing Even G2 record. If there is, forget the device, restart Bluetooth, and try again.
2. Restart your phone and try again.
3. Restart the glasses and try again.

How to restart the glasses

Option 1: Restart with the charging case

1. Put the glasses in the charging case and make sure the charging contacts are aligned properly.
2. Connect power to the charging case.
3. Within 7 seconds, plug and unplug the charging cable 3 times quickly.
4. Remove the glasses and try connecting again.

Option 2: Restart with touch controls

1. Make sure the glasses are powered on and the screen is lit.
2. Quickly tap both temples more than 5 times each, but fewer than 10 times.

Important:

Both the left and right temples must be tapped more than 5 times each. If only one side is tapped, the restart may not complete successfully.

Still Need Help?

If the issue persists, please contact us and provide the following information:

• Device serial number (SN)
• Even app account
• The date and time when the issue occurred
• App logs
• A photo or short video showing the issue

Contact us here: https://www.evenrealities.com/contact

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“Connect failed” appears when connecting to an existing G2

Issue

Your account already has a G2 in the device list, but tapping Connect fails immediately.

Troubleshooting

1. Restart the glasses and try again.
2. Remove G2 and add it again:

• Go to My Devices > Glasses Info and remove the existing G2.
• Go to your phone’s Bluetooth settings and forget the pairing records for both temples.
• Restart Bluetooth and add G2 again in the app.

How to restart the glasses

Option 1: Restart with the charging case

1. Put the glasses in the charging case and make sure the charging contacts are aligned properly.
2. Connect power to the charging case.
3. Within 7 seconds, plug and unplug the charging cable 3 times quickly.
4. Remove the glasses and try connecting again.

Option 2: Restart with touch controls

1. Make sure the glasses are powered on and the screen is lit.
2. Quickly tap both temples more than 5 times each, but fewer than 10 times.

Important:

Both the left and right temples must be tapped more than 5 times each. If only one side is tapped, the restart may not complete successfully.

Still Need Help?

If the issue persists, please contact us and provide the following information:

• Device serial number (SN)
• Even app account
• The date and time when the issue occurred
• App logs
• A photo or short video showing the issue

Contact us here: https://www.evenrealities.com/contact

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Only one pairing request appears when adding G2

Issue

When adding G2 to an account that does not already have one linked, the app finds Even G2, but only one temple pairing request appears and the second one never shows up.

Troubleshooting

1. Go to your phone’s Bluetooth settings and check whether there is an existing Even G2 record. If there is, forget the device, restart Bluetooth, and try again.
2. Restart your phone.
3. Restart the glasses and try again.

How to restart the glasses

Option 1: Restart with the charging case

1. Put the glasses in the charging case and make sure the charging contacts are aligned properly.
2. Connect power to the charging case.
3. Within 7 seconds, plug and unplug the charging cable 3 times quickly.
4. Remove the glasses and try connecting again.

Option 2: Restart with touch controls

1. Make sure the glasses are powered on and the screen is lit.
2. Quickly tap both temples more than 5 times each, but fewer than 10 times.

Important:

Both the left and right temples must be tapped more than 5 times each. If only one side is tapped, the restart may not complete successfully.

Still Need Help?

If the issue persists, please contact us and provide the following information:

• Device serial number (SN)
• Even app account
• The date and time when the issue occurred
• App logs
• A photo or short video showing the issue

Contact us here: https://www.evenrealities.com/contact

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