Micro SD Card

Step 1

If customer complains about live streaming, zero-byte files, or no videos there is a good chance the SD card is the cause. Have them remove the SD card and verify it meets the minimum requirements. https://klashwerks.zendesk.com/hc/en-us/articles/360003517594-What-type-of-micro-SD-card-does-Raven-recommend (Undetected SD card could mean a corrupt card or slot. Advise customer to reinsert or use a known working SD card.)

Step 2

If the customer claims the SD card is fine after testing on a computer and testing for corruption, request the make/ model and specifications by a picture or written. For example, the minimum requirement certifications are A1/ V30/ U3, and also send link from support site for educational purposes. https://klashwerks.zendesk.com/hc/en-us/articles/360003517594-What-type-of-micro-SD-card-does-Raven-recommend (RMA SD card if within warranty.)

Step 3

(Applicable to agreed upon support deal with reseller.)

If further SD card/ Raven diagnosis is required, submit a support ticket. For example, remote SD card formatting or validating Raven detecting the card.

Support Tool Feature

(Not all features available to every level or partner.)

Determine Raven Temperature: Raven->Side Panel->Sensors (first icon) select Raven Temperature and time range

Determine SD Card Type: Raven->Side Panel->Raven->SD Card

Raven Dev Ops

If SD card is Raven-issued and was corrupted under warranty or could not format correctly during T1 or T2 troubleshooting then T3 will attempt to resolve or replace it.