Troubleshooting XRAI Glass
      Back to home
      1. Knowledge Hub
      2. Troubleshooting
      3. Troubleshooting XRAI Glass

      Reporting a bug and sending diagnostics

       

      If you're experiencing problems with the XRAI Glass® app, please follow these steps to help us resolve the issue:
      1. Email our support team at support@xrai.glass with the following details:
        • A brief description of the issue.
        • The area of the product where the problem is occurring.
        • The version of the XRAI Glass® app you're using (Go to Settings>Version in upper right corner)
        • Any screenshots or screen recordings illustrating the issue.
        • Specify if the problem affects iOS, Android, or a specific AR glasses brand.

      2. Send diagnostics to expedite troubleshooting:

       
      1. Open the XRAI Glass®  app, and click on the Plus icon to begin subtitling.
      2. Go to the top right corner into Settings without stopping the session.
      3. At the top of the page, note the Version level and tap on this at least 7 times to enable Developer Settings. 
      4. Scroll down and click on Developer Settings. Go to the dropdown menu under Log Level and change it to Debug. 
      5. Click on the back arrow to return to the main subtitling page.
      6. Continue capturing subtitles for about a minute, then press Stop and Keep to save the transcript.
      7. Share the transcript by clicking the three dots in the top right corner of the conversation and sending it to samples@xrai.glass. Notify us by emailing support@xrai.glass that you've shared the transcript.
      8. Change Log Level back to Warning and disable Developer Settings by tapping the Version level 7 times again.

      9. We will contact you after we’ve reviewed your diagnostics.