My Vuzix glasses have stopped responding

Modified on Wed, 14 Aug 2019 at 03:23 PM

1    This problem may occur if a battery is defective or approaching the end of its life. A colour code helps you to identify a battery's condition  when you connect it to a power supply.      

Green LED = Charging completed    
Orange LED = Charging in progress    
Red LED = Battery problem
If the battery appears to be in good condition, move on to next step.

f you have a battery fault, contact AMA Customer Support via your preferred communication channel (cf. this topic).
2The glasses may be in Standby mode.

Press the top button on the arm of the glasses (as for taking a photo in XpertEye).

If this does not fix the problem, move on to next step.
3The interconnection cable of the main branch and battery may be defective or incorrectly connected.
Please check if this cable has no physical problems with the connectors and cable.

If this does not fix the problem, move on to next step.
4If you are in "restricted bandwidth" mode, the "Play" icon may be displayed in the centre of the screen.
Check that no photos have been manually added to the phone.

If they have, delete them.  The problem may also be caused by having too many photos on the phone. If this is the case, either delete them or move them to another storage device.

If this does not fix the problem, move on to next step.
5During an unusual behavior of the glasses (incomplete start, black screen, etc...)
A reset of the glasses can be done by disconnecting the auxiliary battery of the glasses, but first you have to contact us and we will explain the steps to follow. It is then necessary to wait about ten minutes before reconnecting then restarting the whole system.

If the problem persists,  

You can force the glasses to turn off: press and hold the Power button (on the arm of the glasses) for 5 seconds.

Once the glasses are switched off, please wait 10 seconds for all glasses services to be completely stopped.

Once glasses are off, disconnect and reconnect all cables to the glasses and mobile. Turn on the phone and wait a few minutes for the glasses to restart.

If this problem persists, refer to the AMA customer support here.    

Tip: When shutting down your dedicated device, we recommend disconnecting your glasses, which might otherwise turn on.

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