Troubleshooting

Troubleshooting

Check whether update of the software is necessary or not and update the software if needed. “Software update”

If the issue persists after checking the descriptions below, please feel free to contact us through the support page (https://www.devices.nttqonoq.com/support/xrd-t01/).

Power supply

Phenomenon	Check item
Cannot power on this product.	Check if the battery is not dead. “Charging”
Screen is frozen./Cannot power off this product.	Press and hold the power button (for more than 8 seconds) to forcibly power off this product. Note that forcibly powering off may erase the data and customized settings.
Cannot charge the battery.	Check if a power plug of commercially sold AC adapter is correctly inserted to a power outlet. Check if a commercially sold AC adapter is correctly connected to this product. “Charging” For a commercially sold AC adapter, you are recommended to use one with 5V (7.5W or more) output (for example, compatible with USB PD). If you operate for a long time while charging, charging may stop because the temperature of this product rises. In that case, wait for drop of the temperature of this product and then charge the battery again.
How to check the status of charging.	You can check the battery level with the task bar of this product. “Task bar“ The LED of this product lights up in red while charging and will change into green when charging is completed. “Charging”
Charging time is long.	For a commercially sold AC adapter, you are recommended to use one with 5V (7.5W or more) output (for example, compatible with USB PD).
Available time of the battery is short.	The operation time of internal battery varies by your usage environment or degradation of the battery. The internal battery is a consumable item. Each time the internal battery is recharged, the usage time per one charge gradually decreases. It is a time to replace the internal battery when the operation time becomes extremely short even if it is fully charged comparing with when you purchased this product. We will keep this product and replace the internal battery for a fee. Please apply for repair request. “Warranty and after sales services“
Cannot connect the supplied USB Type-C cable to a computer.	Charging with a computer is not recommended. Use a commercially sold AC adapter to charge. For an AC adapter, you are recommended to use one with 5V (7.5W or more) output (for example, compatible with USB PD).
This product becomes hot and turns the power off.	If the temperature of this product keeps high, charging or some functions may stop or the screen may become dark. Also, the power of this product may turn off to prevent burns.

Bluetooth (Pairing)

Phenomenon

Check item

The Bluetooth connection fails./Cannot pair with a smartphone.

Check if this product is powered on.

Check if Bluetooth of the smartphone is turned on.

Only one smartphone can be paired with this product.

Bluetooth connection may fail when this product automatically connects the smartphone that has connected previously.
In that case, delete the connection information of the previous smartphone and then perform the initial settings again. “Forget pairing”

The error message of ”Connection failed“ appears when connecting a smartphone, and the connection fails.

When the Bluetooth setting is off, turn on the Bluetooth setting.

When the location information (GPS) is off, turn on the location information (GPS).

When the Wi-Fi tethering setting is on, turn off the Wi-Fi tethering setting.

If the paring information of the XR glasses that you used before remains on your smartphone, delete the connection information. ”B: Deleting the connection information on the smartphone”

If Bluetooth is connected to a device other than the XR glasses, disconnect Bluetooth from the device and then reconnect.

If Wi-Fi Direct is connected to the other device, disconnect Wi-Fi Direct from the device, and then reconnect.

Touch sensor

Phenomenon

Check item

The touch sensor does not function well.

If you operate with your fingernail, it does not work. Operate with your finger cushion.

If you operate with gloved hand, it does not work correctly. Take off the glove and then operate.

You cannot operate the touch sensor correctly if it has a sticker etc. applied or touches a foreign object such as an accessory.

When the touch sensor is wet or your fingers are wet with sweat or water, you cannot operate the touch sensor correctly.

Screen

Phenomenon	Check item
The screen is dark.	Check if you did not change the brightness of the screen. “Adjusting the screen brightness“ Check if you did not set the automatic brightness control of the screen to ON. If you set it to ON, the brightness of the screen changes according to ambient brightness. “Adjusting the screen brightness“
An afterimage appears on the screen.	If you keep a same screen displayed for a while, an afterimage of the previous screen may appear when you switch the screen.
No content is displayed on the screen.	Check if this product is powered on. ”Turning on this product” Check if the screen display is turned off (sleep mode). The screen automatically enters sleep mode when this product is removed. Press the power button to wake it up from sleep mode. Check if your smartphone is connected to this product. Verify the connection status in the task bar. If they are not connected, tap [Launch Glasses] on the MiRZA app to reconnect.

Sound

Phenomenon	Check item
Sound does not emit./Small sound/Too loud sound	Check if you did not change the speaker sound volume. “Adjusting the volume of the speakers“ Check if the volume setting of your smartphone is correct. The volume settings of this product and your smartphone are controlled independently.
Audio skipping occurs while using the app.	Communication between your smartphone and this product may be unstable. Check if the distance between them is too far.

Camera

Phenomenon	Check item
Still images shot by the camera are blurred.	Check if a blur or soil is not sticked to the lens of the main camera.
The spatial recognition camera does not work properly while using an application.	Check if the left or right spatial recognition camera is clear or unobstructed. When the surroundings are dark, it does not work properly. Check if it works properly in bright light. It may not work properly when the scene is moving, such as when watching outside from a running train or car.

LED

Phenomenon	Check item
LED blinks in red.	When the temperature of this product is high or low at the start of charging, the charging is controlled for a while. It is not malfunction. You can continue charging.
LED blinks in white.	LED blinks in white when this product is powered on and not being worn.

Others

Phenomenon	Check item
Orientations of a smartphone and the ray (beam) are different ([Controller] is selected as an operation method)./The ray (beam) is lost.	Long-tap Main Launcher display button on the control screen of the MiRZA app. “The control screen of the MiRZA app“
Windows that are minimized or pinned to the space are lost.	Display the Window pickup screen and select the minimized or pinned windows. “Window pickup“
The features may become unavailable, or the power may turn off if this product overheats during operation or charging.	If this product remains overheated, some features in use, such as the camera or charging, may stop functioning, or the screen may dim. Additionally, this product may turn off to prevent burns. In such cases, ensure that this product’s temperature has lowered before using it again. Moreover, do not use, store, or leave this product in places where it is subject to high temperatures or heat (e.g., near a fire, near a heater, in a Kotatsu or futon, in direct sunlight, in a car under the blazing sun, etc.).
When there is a call to my smartphone, the name of the caller whose name is registered to the contacts is not displayed.	Launch the “Settings” app on your smartphone, select [Connected devices] → the “gear” icon for this product, and then turn on [Contacts and call history sharing]. The screens or operations may be different depending on the smartphone you are using. For details, refer to the manual etc. of your smartphone. Also, when your smartphone is connected to this product, reconnect it by turning off and on this product etc. to apply the setting.

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