14. Support & repairs (RMA)
Visio Companion offers two paths: Report a problem sends device diagnostics when you are unsure what is wrong; Request repair guides you through identifying the device, describing the fault, providing photos or a self-test, and entering contact details. The shipping address appears in the app after approval.
Report a problem
Open the device page and tap the lifebuoy icon / Report a problem at the top right. The app reads device logs; optionally describe the symptom (for example, “the camera stops after about an hour”), then tap Send report.
- Only device diagnostic logs and your note are sent: no video, audio, or location.
- If the phone is on the device hotspot without internet, the report is saved on the phone and sent once internet is available. You can leave the page. Manage queued reports under Settings → Support & after-sales → Pending problem reports; retry or discard them. Discarded logs cannot be recovered.
- If the firmware cannot share logs, upgrade it. You can still send a text-only note.
- A problem report does not create a repair request and does not require shipping the device.
Start a repair request
Open Settings → Support & after-sales → Request repair. Requires app 1.1.6+ on Android, iOS, or HarmonyOS. The phone must have internet when submitting: switch away from the device hotspot before submission if necessary.
Do not send the device before approval. The shipping address appears in the app only after the request is approved.
Application steps
- Scan the device: scan the one-dimensional barcode on its back label, then confirm model and device ID. Only one active request is allowed per device. If one exists, the app opens it; add evidence to that request.
- Choose a problem type: physical damage, no power, a component not working, or recording quality.
- Describe the problem: select the closest symptom and explain when it started, what triggers it, and what you have tried (at least 10 characters).
- Supply the required evidence, listed below.
- Contact information: provide at least an email address or phone number, and select a country / region. Your shipping address may be entered now or after approval.
- Submit: the app displays the repair request number.
Evidence by problem type
| Problem | Required evidence |
|---|---|
| Physical damage (case, bracket, cable) | At least 2 photos: a close-up of the damage and the whole device. |
| No power (no light, Wi-Fi, or computer recognition) | At least 1 photo showing the device and charger / power supply. Try a different power supply and cable first. |
| A component is not working (camera, color, microphone, speaker, Wi-Fi, IMU, SD card) | Connect to the same device you scanned, by USB or its hotspot. Run the device self-test, which checks all components. Follow the prompt to upgrade firmware; an upgrade failure may be skipped so you can still submit. |
| Recording quality (dropped frames, incomplete recording, wrong duration, unreadable files) | The connection, self-test, and upgrade steps above, plus affected .mcap files. Copy these to a computer over USB first, then select the files in the app. |
Photos may be JPG, PNG, HEIC, or WebP, up to 9 per request.
The device records a few seconds of video and audio during self-test and sends them with the results to our servers. This includes the environment in view and any speech the microphones pick up. If you do not want to upload this, the manual directs you to choose the physical-damage or no-power category instead.
Track progress
- Scan the device label again to reopen the request; you do not need to remember its number.
- After shipping, use My repair requests on the Request repair page to see requests submitted from this phone.
- Partly completed applications are saved so you can continue later.
- A request submitted on another phone cannot be opened on this phone. Use the original phone or give the request number to support.
Review usually takes one business day. Statuses are:
| Status | Next step |
|---|---|
| Under review | You may add photos or notes, then tap Upload additional evidence. |
| More information needed | Supply the requested material and tap Resubmit. |
| Approved | The shipping address is displayed. After sending the device, enter the carrier and tracking number. |
| Not approved | Read the explanation attached to the request. |
| Received → Repairing → Repaired, awaiting return → Returned | Follow progress; the return tracking number appears on the progress page. |
Before shipping
- Copy off any SD recordings you need to keep.
- Cushion the device securely and avoid tension on the cable.