To help eufy Customer Support efficiently diagnose and resolve technical issues with the Omni C30 Edge, it is recommended that you prepare the following information before contacting eufy Customer Support. Providing complete and accurate details can help reduce troubleshooting time and expedite the resolution process.
Information to Provide
Collect and provide the following details to eufy Customer Support:
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Robot SN (Serial Number): The serial number is located on the bottom of the Omni C30 Edge or can be found in the eufy app.
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App and Firmware Version: Check the app and firmware versions in the eufy app under the device settings.
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Time of Issue Occurrence: Provide the approximate date and time when the issue occurred.
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Issue Description: Describe the issue in detail and include relevant photos or videos, if available.
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Issue Frequency: Indicate how often the issue occurs, such as every time, occasionally, or only once.
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Environment Where the Issue Occurred: Describe the environment, including the floor type, lighting conditions, furniture layout, and other relevant conditions.
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Actions Already Tried: List the troubleshooting steps you have already attempted and their results.
Enable Diagnostic Log Upload in the eufy App
Enable diagnostic log upload so eufy Customer Support can access the Omni C30 Edge's runtime logs for further analysis.
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Open the eufy app.
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Go to Settings.
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Turn on the Diagnostic Log Upload switch.
Providing the requested information and enabling diagnostic log upload can help eufy Customer Support identify the cause of the issue more efficiently and determine the appropriate solution.
If you have any other questions about the Omni C30 Edge, please don't hesitate to contact eufy Support Center for further assistance.
