If your R7M is experiencing occasional lag, a frozen screen, an unexpected restart, or a system crash, please follow the steps below before contacting our support team. Sending us a debug log helps our engineers locate the exact cause and resolve your issue much faster.
Why We Need a Debug Log
A debug log is a record of what your R7M was doing when the issue happened. Without it, our team can only guess at the cause. With it, we can see exactly what went wrong and respond with a targeted fix — often within one support cycle.
Step 1 — Enable Debug Mode
Turn on Debug Mode on your R7M as soon as possible, so that the next time the issue happens, the system can capture it.
Please follow the step-by-step guide below — it includes a video tutorial along with written instructions and screenshots:
Step 2 — Reproduce the Issue
Use your R7M as you normally would. When the lag, freeze, restart, or crash happens again, the event will be recorded in the background.
Tip: Try to note the time the issue occurred and what you were doing (navigating, playing music, using a specific app, etc.). This context helps our team a lot.
Step 3 — Upload the Debug Log
Once the issue has been reproduced, tap the Debug icon on your R7M and upload the log. The upload takes only a moment over a Wi-Fi connection.
Step 4 — Email Us Right Away
After uploading the debug log, please send an email to [email protected] with the following details so we can locate your file quickly:
Device Serial Number (SN) — printed on the back of the product packaging, or available in Settings → About on your R7M
Date and approximate time of the debug log upload (please include your time zone)
A short description of the issue — for example, "screen froze for 10 seconds during navigation," or "device restarted on its own while riding"
(Optional) A photo or short video of the issue, if available
Our technical team will pick up your log on the server, match it to your SN, and follow up with you as soon as the investigation is complete.
Warranty Coverage
Every RiderNav R7M is covered by an 18-month warranty. Please rest assured — if a hardware or software issue is confirmed during this period, we will take care of it.