05.02 Information to Submit to Technical Support
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5.2 Information to Submit When Contacting Technical Support
Complete information reduces back-and-forth clarification. Before sending materials publicly, redact customer names, keys, licenses, account details, and other sensitive information.
Required Information
- Order or project identification information and contact details for the person responsible for the issue.
- SKU, Standard Edition or Haptic Feedback Edition, device ID, number of receivers, and channel group records.
- Time of occurrence, operating steps, expected result, and actual result.
- Whether the deployment uses one set or multiple sets, and whether other devices operate normally.
- Versions of the SDK, customer application, operating system, engine, or runtime environment.
- Redacted photos, videos, logs, or screenshots that clearly show the complete status.
Recommended File Naming
ProjectCode_DeviceID_Date_Symptom_SequenceNumber. Copies sent publicly or across teams must use an anonymous project code and must not include the customer’s full name.
When the SDK Is Involved
For public SDK issues, provide the fixed tag or Release link, version number, and reproduction steps. Send keys, customer code, project-specific interface documents, and custom deliverables only through the agreed project channel.
Contact Channel
Send an issue summary to service@higvr.com. If a project group or project owner is already assigned, continue using the existing project communication channel.
Next Step
For routine storage and out-of-service requirements, see 6.1 Storage, Inspection, and Project Support.