Question 1

Warranty Period

Accepted Answer

According to the provisions on the liability for the repair, the warranty period is one year. Currently, the SN number is used to confirm warranty starting time. If you are unable to provide SN number of the equipment, purchase invoice can be acceptable, and the warranty starting time will be based on invoice time.

Question 2

Eve M & Eve V are not applicable to these people

Accepted Answer

Due to the strong magnets inside the product, the following persons (including but not limited to) should not use this product: People who have had heart pacemaker surgery; People with retinal detachment or who have suffered from retinal detachment; Those who have received metal implantation operations on the face due to fractures, plastic surgery, etc.; People with head and eye sequelae due to traffic accidents, etc.; Other doctor-ordered patients related to strong magnetism.

Question 3

Can one store account be used on multiple terminal devices at the same time?

Accepted Answer

One store account supports concurrent logins from multiple terminal devices, and can be bound to multiple devices.

Question 4

How to connect Eve Key and Eve M & Eve V ？

Accepted Answer

First prepare a double-ended type-c line Steps: 1. Click the power button to turn on Eve Key 2. Use a double-ended type-c cable to connect the Eve Key and Eve M & Eve V 3. Eve M & Eve V and Eve Key will automatically connect

Question 5

How to connect and disconnect iPad and Eve M & Eve V?

Accepted Answer

How to connect: 1. Start Eve M & Eve V and keep the indicators on both sides on; 2. Turn on the iPad's Bluetooth and make sure it is connected to a valid Wi-Fi network; 3. Click "Connection Status" (it shows "Not Connected" at this time) to enter the connection page 4. Select the Eve M & Eve V to be connected, the device number can be found on the back of the hardware.  How to disconnect:  Click [Connection Status] in the upper right corner of the software homepage, and select "Replace Device" in the pop-up window of [Connection Status] to disconnect.

Question 6

How to send log if there is a network problem in the store

Accepted Answer

You can open the personal hotspot on your phone first, select the 5G frequency band option on the hotspot interface and then connect, and then upload the log after the connection is successful.

Question 7

Is the detection accurate under makeup?

Accepted Answer

Detecting with makeup will affect the dimensions such as skin tone and cleanliness. If you want the true state of your skin to be detected, it is recommended to remove makeup before skin cleaning and care.

Question 8

How is the proportion of problems in each dimension calculated in the report page?

Accepted Answer

In the report page, the proportion of problems in each dimension is the proportion of the area of detection results for the current dimension divided by the detected region.

Question 9

What exactly is the cleanliness test about?

Accepted Answer

The cleanliness detection is performed mainly on cosmetics and residues of foreign objects

Question 10

Are the user historical report pages for different stores of the same merchant interoperable?

Accepted Answer

The user historical reports for different stores of the same merchant are interoperable, but reports for different merchants are not. That is, where customer 1 has performed a skin analysis in store A, and then performed a skin analysis in store B. Store A and store B belong to the same merchant, and the analysis reports for customer 1 are interoperable.

Question 11

Can the software be upgraded? How do I upgrade the software?

Accepted Answer

It can be upgraded. Whenever there is an update, the software will receive a pop-up window for the system to check for updates. Tap “Update Now” and wait for a certain time to complete the upgrade. Note: The upgrade will normally proceed only in a network without Internet authentication. If you are in a network environment that requires Internet authentication, it is recommended to use a hotspot for the upgrade.

Question 12

How is the "comparison with others" result obtained?

Accepted Answer

The result is based on comparsion to all customers of the same brand. The skin data in Raw data is expressed in numbers. There is a calculation result in the front end. The calculation formula = the number of people who are lower than the score of the subject / all the people

Question 13

What is the valid period of the image link exported from data report?

Accepted Answer

The validity period is 1 day. Generally, the merchant's processing method is to store it by itself after receiving it.

Question 14

How to convert 2D image to 3D?

Accepted Answer

The image will be saved as an obj file. Perform 3D reconstruction, extract the corresponding UV map for splicing and fusion processing, and obtain a three-view UV map, which is finally presented through the 3D model.

Question 15

How long can the after-sales service of the hardware last?

Accepted Answer

As long as the customer uses the high-end service, the hardware repair service can be obtained. The details (including postage) are determined according to the customer.

Question 16

Password Problems

Accepted Answer

The initial password is the same as the store account number [the upper and lower case of the letters must also be the same], you can first try to log in with initial password If you can’t log in after confirming the same input, you can enter the URL in the browser: https://manage.evelabinsight.com/#/auth/login, click Forgot Password--Enter Store Account Number and Verification Code--Email /phone number--reset password

Question 17

How to clean camera?

Accepted Answer

It is recommended to use glasses cloth to wipe these cameras, which can reduce the residue of dander (do not wipe with fingers, paper towels and hard objects)

Question 18

How to clean the hood, is it washable?

Accepted Answer

Clean it with a wet towel, try not to wash it with water, if the hood is deformed, you can purchase a new one

Question 19

Why can't I search for a skin analyzer device?

Accepted Answer

Please try the following steps according to the indicators on both sides:  1) Please check if the analyzer's indicators remain on. If this happens, the analyzer may be connected by other devices. Please disconnect from any other devices or restart the device and try again.  2) If the indicators are off, please check if the skin analyzer is turned on: connect the power cable, then press and hold the power button for 3 seconds.

Question 20

What can I do if I cannot connect to the analyzer?

Accepted Answer

1) Please check if the Wi-Fi password is correct. If you enter an incorrect Wi-Fi password, you will not be able to connect.  2) Please ensure that your Wi-Fi connection is stable and secure. If all of the above conditions are met, but you still cannot connect, please restart the app and skin analyzer and try again.

Question 21

I have found the skin analyzer, but why does it still tell me there are no devices found?

Accepted Answer

Please check that if the indicators are breathing and ensure that the skin analyzer and the tablet remain close to each other.

Question 22

There are several skin analyzers detected, which one I can connect to?

Accepted Answer

Each device has its own device number. It may be viewed behind the back of the skin analyzer. After a successful connection, the indicators on both sides will remain on.

Question 23

I have changed Wi-Fi / Wi-Fi password, how can I reconnect to the analyzer?

Accepted Answer

Tap the Connection Status in the upper right corner of the software’s homepage. Select [Change Device] in the pop-up window to try to reconnect.

Question 24

I want to connect to a new skin analyzer, how can I disconnect from the current skin analyzer?

Accepted Answer

Launch the new skin analyzer, and tap “Connection Status” in the upper right corner of the software's homepage. Tap “Change device” in the pop-up window to connect to the new skin analyzer.

Question 25

What if I don’t have Wi-Fi?

Accepted Answer

It is recommended that you configure the router. Please ensure that the TCP & UDP protocol transmissions are enabled.

Question 26

Why does it prompt that the photo does not meet the criteria of detection?

Accepted Answer

Common causes of non-compliance with detection standards:  1) There are obstructions on the face, such as glasses and masks;  2) Head swaying or making an exaggerated facial expression during the photo shooting;  3) The placement of the head does not meet the standards: leaning forward, lifting up, deviation to left, deviation to right.

Question 27

Why does it crash after taking a photo?

Accepted Answer

It may be that the operating memory is overloaded resulting in the failure of the software to run, and hence the crash. It is recommended to kill the process and try again

Question 28

Why are the values of the two detections successively taken different from each other?

Accepted Answer

In the photo shooting process, due to the effect of the angle and position of the two successive shootings, there will be a certain deviation that cannot be completely wiped out for consistency, which is normal. However, as long as such angular deviation is not particularly large, the detection results are consistent.

Question 29

Why was the previous historical report lost?

Accepted Answer

The common reason for losing the historical report page is that the previous photos cannot be pulled due to the unsuccessful upload of photos of the previous detection results.

Question 30

I have sensitive skin. Why does the analysis result indicate the contrary?

Accepted Answer

Sensitive skin is related to the health of the skin membrane, the arrangement of keratinocytes, and other factors. The detector captures sensitive phenomena or precursors (such as red blood capillary expansion). They are two different concepts.

Question 31

Why does the image fail to load when I switch it to a certain dimension in the historical report page?

Accepted Answer

If you switch it to a certain dimension, and find that the image cannot be loaded successfully, you can tap [Retry] to load the image again. If the image still fails to appear, consider it a problem with the server. You can call 400- 990-9696 for assistance, and we will fix it as soon as possible.

Question 32

I find deformed pictures (stretched) and inconsistent text sizes after launching the software. What should I do?

Accepted Answer

Inconsistent text sizes are mainly due to resolution. The following sizes are recommended: iOS: 12.9 inch / 11 inch / 10.5 inch

Question 33

What should I do if the software upgrade fails?

Accepted Answer

If the update fails, tap send an [Error Log Report], and it is recommended to shut down the software directly, wait for 1-2 hours before restarting it, and then try to update again. If the update still fails, you can uninstall and reinstall it.

Question 34

The detecting terminal cannot be turned on?

Accepted Answer

Check whether the detecting terminal is plugged in or the power adapter is damaged.

Question 35

The power indicator lights on both sides of the Eve M & Eve V do not light up after booting?

Accepted Answer

Please contact customer service to use the hardware self-check procedure to check whether the hardware of the indicator lights on both sides is working.

Question 36

The APP display is stuck and the processing slows down.

Accepted Answer

A low-specification iPad may cause operations to get stuck and slow down the processing. Please use iPads with the following specifications:  iPad (9th generation) iPad Pro 12.9-inch (5th generation) iPad Pro 11-inch (3nd generation) iPad (8th generation)  iPad Air (2020)  iPad Pro 12.9-inch (4th generation) iPad Pro 11-inch (2nd generation)  iPad (7th generation)  iPad Pro 12.9-inch (3rd generation)  iPad Pro 11-inch  iPad Pro 12.9-inch (2nd generation)  iPad Pro 10.5-inch  iPad Pro 12.9-inch  iPad Air (3rd generation)  (For best performance result, iPad with 4GB or more is recommended; minimum requirement: iPad with 3GB)