If the app reports incorrect positioning while the case indicator behaves normally, follow these steps.
Update the app and firmware. Make sure the Even Realities App and your device firmware are updated to the latest versions.
Restart the glasses. Place them correctly in the powered case. The indicator should turn on for 3 seconds and then turn off. Place the glasses correctly in the case and connect it to power. Rapidly unplug and reconnect the case’s power cable three times within 7 seconds. White and orange flashes indicate a successful restart.
Remove the glasses, then place them back in the case. Check whether the indicator turns on for about 3 seconds and turns off, and whether the placement status in the app returns to normal.
If the issue persists, please contact us with the following information so we can investigate:
- The troubleshooting steps you have already tried.
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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.
- After the issue occurs while the glasses are connected to the Even Realities App, upload the app logs. Follow How To Upload Logs.
- The date and time when the issue occurred.
- Photos of the charging pins inside the case and the charging contacts on both temples.
- Photos of both temples in the folded and unfolded positions. Refer to How to Take Photos of Your G2 Temples for Troubleshooting.
Contact us: https://www.evenrealities.com/contact