If the app shows “-” instead of a battery level for G2, follow these steps.
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Restart the glasses using one of these methods:
- Touchpads: Rapidly tap the touchpads on both temples five times. A prompt sound indicates that the glasses have restarted.
- Charging case: Place the glasses correctly in the case and connect the case to power. Wait for the indicator to turn on for 3 seconds and then turn off. Rapidly unplug and reconnect the power cable to the case three times within 7 seconds. Alternating white and orange flashes indicate a successful restart.
Check the battery level in the app.
Double-tap or swipe on the touchpads to check that the controls work. Go to Device Information in the app, perform a Factory Reset, and reconnect the glasses. Check the battery level again.
If the issue persists, please contact us with the following information so we can investigate:
- The troubleshooting steps you have already tried.
- Screenshots of the battery level in the app and the Device Information page.
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If the glasses also have a display or touchpad issue, turn off Wear Detection and send a video showing the issue. Include the following charging process:
A short video showing:
- The charging case connected to power without the glasses inside.
- What happens when you place the glasses in the case.
- If the orange indicator keeps flashing, what happens when you open the case and gently press down on both ends of the glasses with both hands.
- What happens after you remove the glasses from the case.
Keep the glasses, case, and indicator clearly visible. See How to Record a Video for G2 Charging Troubleshooting for an example.
- The serial number (SN) of your G2 glasses.
- Photos of both temples in the folded and unfolded positions. Refer to How to Take Photos of Your G2 Temples for Troubleshooting.
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