Dear Customer,

Hope this email finds you well.

We are informed that, as there is afirmware update and the maintenance of the server of T10, some of the machinemay have the problem of APP error or the mistake of machine working, thespecific performance of the problems please refer to the following:

1.The device cannot start/only the laser orthe side brushes are turning.

2.There is Time out or Offline error reportin the app.

If your machine meets the above conditions, please save a screenshot of the device information page first. (Please refer to the instruction picture below for the specific method).

Then please try to reset the machine and restart it to connect the machine with the APP, after doing this, please send the following information to us, we'll push a firmware update for your machine. 

1.APP account.

2.Country of registration.

3.UUID

4.SN number of the machine.( You can see itwhen you take out the water tank.)

We're so sorry for the inconvenience andunpleasant caused to you, Ultenic will constantly improve our product and usingexperience for our customers, to provide you and your family better service.

If you have any problems in the usage, youcan feel free to contact us via the following contact  details.

1.Ultenic APP Online Chat

2.Official Email: support@ultenic.com

Your patience and understanding will bemuch appreciated.

Ultenic Support Team