I am experiencing an issue with my XRAI Glass app, what should I do?

If you have more specific questions and need help from our XRAI Glass Support Team, allowing us access to your logs will help expedite the troubleshooting process.

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

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.
Please note the date/time/time zone when you start these steps below.
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.
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.
Scroll down towards the bottom to see Log Level
1. Change it to Debug and it will auto-save
Click on the Back arrow
Continue to speak/capture the subtitles for about a minute or longer.
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.
Go back into Settings
1. Scroll down to Developer Settings and Change Log level back to Warning
Scroll back up to the top of the Settings page
Tap on the Version area 7 times to close up the Developer Settings
We will be in touch once we've evaluated the logs.