SmartThings” etc), or who are seeking general information about Gear (for example, “How to
Best Hide The Power Cable”, What do the Light Patterns on Gear Mean?”, etc).
Finally, this section of the app also serves as a troubleshooting guide as many topics are
explained in great detail and include helpful suggestions for optimal Gear operation and health.
The Knowledge Center should be the first place that users visit if they are experiencing any
issues with Gear, want general information, or are looking for information before making a
purchase decision.
Chat With Us
Select “Chat With Us” to initiate a chat with an AXIS customer support agent. This feature is
only available during AXIS business hours. During chat, the user may use their phone as usual
or browse other sections of the AXIS app. A notification will appear once a reply is received.
On Android, the AXIS app must remain open in the background for these notifications to appear.
If a Chat is initiated outside of business hours, this section provides a prompt to leave a
message.
Chat is useful for general troubleshooting questions, questions about purchasing Gear, or
support with specific features of AXIS Gear and the AXIS apps. If an issue can not be resolved
through chat, AXIS staff may convert the contents of Chat to a Ticket.
Submit a Bug Report
This section sends a bug report to AXIS engineers. It is critical that bug reports are sent through
this form instead of chat or email.
Along with a brief message, this form submits information about how the app was behaving
immediately before and during the observed bug via a log file. This additional information is vital
as the AXIS team will have a deeper understanding of how to tackle the problem at hand.
This section is useful if a user is experiencing a recurring bug that is repeatable. Additionally, a
customer support agent may ask for this form to be submitted during Chat or Ticket
correspondence.
A Bug Report may also be submitted at any time while using the app.
On iOS, swipe left with two fingers from any screen
On Android, shake the device from any screen
This will instantly display a Bug Report screen where a report may be submitted.
