Contacting support: Sending Feedback / Diagnostics

Modified on Fri, 05 Jan 2024 at 09:30 AM

The Casambi app has the capability to send a diagnostic report from your network so we can remote troubleshoot an issue. For this feature to work correctly you must:

 

  1. Physically be within Bluetooth communication range of some devices in the problem network
  2. You must have an internet connection

 

Process:

  • Ensure that you are in range and connected to the network for which you require assistance.
  • In the Casambi app, go to: App Settings, Contact us and select REQUEST SUPPORT at the top of the screen.
  • Enter your email address where we can contact you
  • Ensure Include diagnostics is enabled (By default it should already be enabled)
  • In the Message field:
    • Confirm the exact Name of the problem network
    • Clearly describe the issue you are experiencing
  • DO NOT Include device details unless Casambi have specifically asked you to enable it.
  • Press 'Send'
    • The Send option will not become active unless you have entered an email address and a message.


Depending on your system size, the system may take a few minutes to upload the diagnostics file.

 

Correctly sending diagnostics assists our technical support specialists in diagnosing: 

  • Devices online/offline
  • Devices with low/dead batteries
  • Potentially faulty devices
  • Signal strength issues within your network
  • Potential programming errors


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