Information to Provide When Submitting Your Technical Support Request

To help our support team assist you as quickly as possible, we kindly ask you to include certain essential information right from the start in your message. These elements are systematically requested in the event of a technical issue with your telescope, and providing them when opening your ticket helps avoid back-and-forth exchanges and saves valuable time.

Please include the following information:

• Telescope model (e.g., eVscope 2, Odyssey Pro…)
• Telescope serial number
• Device used to connect: model of the smartphone or tablet, operating system (iOS/Android), and its current version
• UNISTELLAR app version
• Firmware version of the telescope (visible in the app settings once connected)
• LED color at the time of the issue
• LED behavior one minute after turning on the telescope
• Error(s) or bug(s) encountered: message displayed, symptoms observed…
• Date and time the issue occurred
• Tested on another device (if possible): did you try with another phone or tablet? If yes, what was the result?
• Is the issue reproducible?: were you able to reproduce the bug by repeating the same steps?

Feel free to attach any photos or videos illustrating the issue ; they often help us better understand the situation.