If photo or video import fails, first make sure the glasses and phone stay close together during the whole import flow.
Keep the phone and glasses close
keep the phone and glasses within about 0.5 to 1 meter
stay in a stable environment
avoid crowded Wi-Fi areas when possible
Confirm capture is working
Take a photo with a short press of the Capture Button.
Record a video with a long press of the Capture Button.
Check for these signs:
normal capture sound effects play
you do not hear an error prompt
the capture indicator turns white during capture
If capture is not working:
fully charge the glasses
restart the glasses
if the issue continues, contact us in the app so support can review logs
Confirm the app sees new files
After capture, open the media import page in the app.
The app should show the importable file count increasing, such as 1 Media Ready.
If the count does not increase:
take 1 or 2 more photos and check again
restart the app
restart the glasses
keep the phone close to the glasses and retry
Start the import and check the Wi-Fi join prompt
Tap Import from Home or Photos.
Wait for the app to search for Wi-Fi.
When the system prompt asks to join the Looktech WLAN, tap Join.
No password is required.
Watch the import progress
After you join the temporary Looktech network:
the progress indicator should appear
the progress should keep increasing
the app should show Import successful when it finishes
If the join prompt never appears, Wi-Fi fails to join, or import gets stuck:
temporarily turn off VPN or iCloud Private Relay
make sure Local Network permission is enabled on iOS
make sure Wi-Fi is enabled on your phone
restart the app and try again
keep the phone screen on and stay in the app during import
keep the phone close to the glasses until the import is done
Contact support about the import failure
Contact us in the app as soon as the failure happens.
Capture a photo or video and try importing it.
As soon as import fails, open Settings in the app.
Tap Contact us.
Describe which step failed.
Examples:
"No prompt appeared to join the WLAN Network 'Looktech'"
"Joining 'Looktech' failed"
"Import started but got stuck at a certain percentage"
Attach screenshots if possible.