Support Center

Common Troubleshooting Techniques

Last Updated: Sep 14, 2017 02:32PM MDT

Common Problems and Quick Fixes

Types of Issues

There are two types of issues with Pivothead glasses that can often be resolved with a few troubleshooting steps. These problems can affect all models of glasses, including SMART, Durango, Kudu, and others. The first category is composed of issues related to the glasses not charging or powering on. The second category contains issues related to memory, freezing, an inability to record, or on SMART, the touch panel not responding.

Power Related

  • Glasses will not charge (green LED) when connected to a computer
  • Glasses will appear to charge but will not power on (no blue LED) when the power button is pressed

  • Do the glasses turn on when connected to a power source, but not when disconnected or on their own?
    • Possible Issue: Stuck charging relay. See troubleshooting below
    • Possible Issue: Bad battery. Most common with Durango and Kudu glasses over 2 years old
    • Possible Issue: Bad connection between internal USB port and battery.
  • Do the glasses turn on, but then beep and turn off after a few seconds?
    • See memory section below

Sometimes the battery in our glasses can become stuck in a low-charge state. This most often occurs when the battery has been completely drained while recording a video or when the glasses have gone unused for an extended period. When it happens the glasses may appear fine when connected to a computer, but won't actually charge and may not power on once removed.

To correct the issue and jump-start the battery, the glasses need to be connected to a higher amperage power source. Most common chargers for cellphones or other electronic devices will work for this. The key is that the output on the adapter needs to be at least 1 amp (1,000 mA). Plug the glasses into the wall adapter and let them charge for 15 minutes. Next, while keeping the glasses plugged in, press and hold the power button until a small click is felt or heard. This can indicate that the charging relay has engaged.The power button may need to be held for up to a minute. For the Original Series models like the Durango and Kudu, disconnect and reconnect them to the power source at this stage. Afterwards, turn the glasses back off and let them charge from the outlet for several hours. Finally, power them on and record a video for a few minutes to ensure that the battery is holding a charge.

  • This jumpstart technique is especially effective on older Durango and Kudu glasses and it may need to be repeated from time to time.
  • If successful, similar issues can be avoided by not fully discharging the battery or leaving the glasses unused for more than a couple of weeks.
  • Make sure to let the glasses sit on the AC charger for at least five minutes before attempting the reset

Memory Related

  • When connected to a computer, no files show up on the Pivothead storage drive, but the amount of free space is low or zero
  • When connected to a computer, the Pivothead Desktop app shows that memory is 100%
  • The glasses power on, but attempting to record a video or photo results in a short beep followed by the glasses shutting off
  • After powering the glasses on, the red LED light remains solid alongside the blue LED
  • After powering the glasses on, the red and blue lights flash in an alternating pattern
  • The glasses appear to record a video, but after about one minute, all of the LEDs flash and the glasses power off
  • SMART: The glasses power on, the blue LED turns solid, but the glasses won't respond to any touch commands
  • SMART: Initiating a touch command results in three short beeps

  • Do the glasses only record for around 40 minutes before starting a new video file?
    • This is normal. The maximum file size for any single video is 4GB
  • Does transferring a file from the glasses to a computer take an abnormally long time?
    • Make sure that a USB 2.0 or 3.0 data transfer cable is being used
  • Do the glasses power on, appear to record a video or photo, but are not recognized by the computer when connected?
    • This is almost always the fault of either the USB cable or the computer. If the glasses are powering on and charging then the USB cable is likely wired only for power and not data transfer. Test the cable with another device, such as a smartphone, and see if it is recognized by the computer.
  • SMART: Is the microSD card present and fully inserted? Is it compatible with the glasses?
    • A microSD card must be present for the glasses to function. Operating the glasses without a microSD card inserted can cause the internal storage to fill with media, causing memory issues.
    • The microSD card must be pushed past the lip of the opening for the lock-spring to engage. This may require the assistance of a small flat object, such as a paperclip. When inserted, the user will feel it click into place.
    • A microSD card must be class 10 or higher and no more than 32 GB in size in order to be compatible. Some cards meet these requirements but are still not compatible. For troubleshooting, please use the microSD card that was included with glasses

  •   Troubleshooting
    Our original series of glasses come with 8 GB of built-in flash memory. This is used both as media storage and as a temporary location to write files and commands when the glasses are being used. Our SMART glasses also have built-in flash memory, but in a much smaller amount (around 18MB). This memory is used only for storing commands and other functions during the operation of the glasses. However, when no microSD card is inserted, the SMART glasses will sometimes attempt to store images or videos inside this internal memory, filling it up and causing a number of issues. It is important to avoid accidently or intentionally issuing any touch commands to the glasses while they are powered on without a memory card inserted. This is often the cause of the touch-panel not responding.

    Although less frequent, memory issues can also occur in our original series of glasses. One of the most common issues is hidden files being placed on the storage device. This happens frequently with Mac desk and laptops. When a user deletes a file from their Pivothead drive using OS X, the operating system doesn't actually remove the file. Instead, it creates a hidden directory on the drive called .Trashes and moves the deleted file into the directory. The folder is only deleted if the user empties the trash before ejecting or disconnecting the glasses from the computer. This can also occur on Windows computers, although not nearly as often.

    The process for correcting these and other memory issues is simple, but the order of the steps is important. The process involves formatting the memory of either the device, the microSD card, or both. The steps for formatting a drive on Windows and Mac computers are provided at the end of this article.

    Steps for SMART Glasses:
    1. Make sure the glasses are powered off and remove the microSD card if present.
    2. Connect the glasses to a computer and power them on. Wait for a solid blue LED.
    3. Ensure that the glasses were detected by the computer and that the Pivothead drive is mounted.
    4. Format the Pivothead drive, ensuring that the capacity is around 18 MB.
    5. Eject the Pivothead drive, turn the glasses off, and unplug them from the computer.
    6. While disconnected, power cycle the glasses by turning them on, waiting for a solid blue LED, and then turning them back off. This will create the necessary folder structure on the internal memory. Be careful not to initiate any touch commands during the power cycle.
    7. Make sure the glasses are powered off and fully insert the microSD card.
    8. Connect the glasses back to the computer using the data-transfer cable.
    9. Wait for the glasses to be detected by the computer and for the Pivothead drive to be mounted. Please note that even if the microSD card has a different name when being accessed through the glasses, it will always be called PIVOTHEAD.
    10. Format the Pivothead drive a second time, making sure that the capacity is 8 GB (or larger if using a different microSD card).
    11. Eject the drive using the OS's built-in command, power off the glasses, and disconnect them from the computer.
    12. Power cycle the glasses one more time.
    13. Reconnect them to the computer, power them on, and launch the Pivothead Desktop app.
    14. The glasses have now been reset and are ready for use.

    Steps for OS Glasses (Durangos, Kudus, and older models)
    • Same as above, except that only one format and power-cycle is required since there is no memory card to remove. The capacity of the format will always be close to 8 GB.

    Formatting on Windows 7, 8, and 10
    Instructional Video (If you follow the video please *do not* select ExFat. You want to choose FAT32)

    1. Open File Explorer by searching for it from your Start button, or by opening any folder on your computer.
    2. A two-pane window will open. The left pane will display a list of devices and locations on your computer and the right pane will display the contents.
    3. On the left pane, look for a storage device called PIVOTHEAD (E:). The letter may be different. The device is normally located under "This PC", "This Computer", or "My Computer".
    4. From the left pane, _right-click_ on the PIVOTHEAD drive and select "Format".
    5. Under "File system" make sure that FAT or FAT32 is selected.
    6. Under "Format Options" make sure that "Quick Format" is checked.
    7. Click "Start".
    8. Read the warning about erasing all data, and select "OK"

    Formatting on Mac OS X
    Instructional Video
    1. Open spotlight search by clicking on the search icon on the top of your screen, or by pressing option+space on your keyboard
    2. In the search box, type "disk utility".
    3. Select "Disk Utility" from the Applications list.
    4. Locate the PIVOTHEAD drive on the left pane and select it.
    5. Click on the "Erase" tab from the top of the right pane.
    6. Ensure that MS-DOS (FAT) is selected for the "Format" field.
    7. Click "Erase".
    8. Read the warning about loss of data and select "Erase" again.


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