Sending diagnostics

Allowing XRAI access to your logs will help expedite the troubleshooting process.

Sending diagnostics for transcriptions streamed on XRAI Glass app

To give access to a transcription session made on Android, send diagnostics from the XRAI Glass mobile app.

Note: By sending the diagnostic information, you consent to XRAI to access your logs 

  1. Please follow the steps below if you are noticing issues such as subtitle delays of 2+ seconds or longer, subtitles not appearing, app is not performing as intended, etc. 
  2. Please note the date/time/time zone when you start these steps below.
  3. While the subtitles are going or once you've pressed the Mic icon to start, please ahead and go into settings, without stopping the session.
  4. On the upper right corner inside Settings, note the Version level, tap on this at least 7 times when a prompt will appear to ask you if you want to expand Developer Settings. Please go ahead and enable this.
  5. Scroll down towards the bottom to see Log Level
    1. Change it to Debug and it will auto-save
  6. Click on the Back arrow
  7. Continue to speak/capture the subtitles for about a minute or longer.
  8. Stop Subtitles and Save the transcript. Note the time/time zone on this.
    1. Then export transcript and email this to samples@xrai.glass with these steps here
    2. Please do let us know when you've emailed it so we can locate it by emailing support@xrai.glass. 
  9. Go back into Settings
    1. Scroll down to Developer Settings and Change Log level back to Warning
  10. Scroll back up to the top of the Settings page
  11. Tap on the Version area 7 times to close up the Developer Settings
  12. We will be in touch once we've evaluated the logs.