Frequently Asked Questions

HOW AND WHERE DO I GET A REPLACEMENT BATTERY?

If product is under warranty we will replace battery free of charge. If not under warranty we will charge for shipping.

I HAVE NOT USED THE GLASSES FOR 10 MINUTES AND THE BATTERY KEEPS DYING?

The Govision® Glasses has the top of the line battery life. Check first if the SD Card has a full memory which might explain why that is happening or the SD Card is new and sometimes it needs to unlock first by formatting. Under the Manufacturer’s warranty, if the battery is defective, you can send back the glasses to us and our Technician will do the battery replacement. If the glasses are out of Warranty, you may send back the glasses to us for the replacement of the battery but you will pay for the battery cost and labor.

I’VE PLUGGED MY GLASSES IN FOR HOURS AND STILL WON'T STAY CHARGED?

The Govision® Glasses has the top of the line battery life. Check if the SD Card has a full memory which might explain why that is happening. If problem still persist call our tech team and we will try to troubleshoot the product with you.

DO I HAVE TO GO TO A PARTICULAR SITE TO UPLOAD A VIDEO? I HAVE AN APPLE. CAN I UPLOAD TO ITUNES?

As long as the site or application can accommodate AVI and MOV video format and are within the specs boundaries it can be uploaded to the site.

HOW DO I REGISTER MY WARRANTY CARD?

Steps on how to Register your GoVision product.

  1. Go to our website, and then click the ACCOUNT located on the upper right-hand side of the page.
  2. If you do not have an account yet, please REGISTER first.
  3. To register, create your USERNAME and PASSWORD and then enter your EMAIL ADDRESS, and then answer the question What best describes you?
  4. Once you create your account, in the left pane of the page, select WARRANTY.
  5. Under WARRANTY, Select the model of the glasses that you would like to register.
  6. Enter your Warranty Code which is located at the back of your warranty card, under the barcode that starts with (01).
  7. If you already have an account, LOGIN first and then on your account, in the left side of the page, select WARRANTY.
  8. Under WARRANTY, Select the model of the glasses that you would like to register.
  9. Enter your Warranty Code which is located at the back of your warranty card, under the barcode that starts with (01).
  10. You are already registered if you see your Status as ACTIVE.

If you still have concerns or questions, feel free to contact us at our Customer Service Hotline # 617-379-0023

MY GLASSES AREN’T RECORDING?

Formatting the SD Card in the glasses may resolve this issue. Start by connecting it to your computer. Follow the steps indicated in formatting the device and try to check if the glasses exhibit the same issue after following each step.

APOLLO GLASSES DOES IT HAVE TO FORMAT?

The water-resistant glasses or Apollo has an internal memory of 8GB, which is considered as well as a built-in SD Card. Yes, even internal memories need to be formatted as it occupies disk space and is also subject to fragmented files which need to be cleaned. By standard, an 8GB memory is around 20 mins of record time and the standard good quality photo is between 2-4MB.

THE CAMERA IS NOT RECORDING AND KEEPS FREEZING?

Please check another video player application like VLC, Quick Player or Media Player and if all video player applications displays the same issue. Please call our customer service hotline for further troubleshooting.

WHEN I TRY TO PLAY IT ON MY COMPUTER THERE WAS NO VIDEO ONLY AUDIO?

Try updating your existing media player or check another video player application like VLC or Quick Player and if all video player applications display the same issue, please call our customer service hotline for further troubleshooting.

DO YOU HAVE ANY STYLES THAT WILL FIT OVER PRESCRIPTION GLASSES?

We are currently working on a better resolution for this issue.

WILL GOVISION® DEVELOPE SUNGLASSES WITH RX LENSES?

We are currently developing a product that can accommodate prescription lenses.

HOW DO I START INSTALLATION OF MICRO SD CARD?

There are two ways to take install the micro SD card. First is through the SD card slot located at the bottom of the push buttons and next is by pulling the flap at the right arm of the glasses. But we need to determine the model of the glasses to know which option will work best.

AM I TRYING TO SET TIME AND DATE ON MY GOVISION® GLASSES?

FOR WINDOWS COMPUTER:

Note: Setting the time and date stamp on your device is easy. The time and date will be revised for video and photo in next recording. To change the time and date you must create a text document

    1. Plug in the USB Cord to the Go Vision Glasses and to the computer
    2. Left click Start
    3. Left click My Computer or Computer
    4. The glasses will be recognize as Removable Disk Drive

(If it does not automatically pop up – Try to plug out and plug in the USB cable from the computer and on the Go Vision glasses and make sure the USB drive is properly inserted into the USB slot)

  • Double left click on Removable Disk Drive and it will bring up the DCIM folder but do not open it
  • Anywhere on the screen, right click and left click on New and a box will appear and left click on Text Document
  • You should now have the DCIM folder and New Text Document folder and rename the folder TIME
  • Double left click on the TIME document and it should open up a
  • Type in the current year.month.day space once hour:minute:seconds

For example: 2015.01.15 12:10:15

  • The time is set in military time
  • Go to File and Save

TIME.txt

FOR MAC:

The following are the steps on how to set the time and date for the Go Vision

  1. Download the attached file Text Document to your computer and save it
  2. Plug in your Go Vision glasses to your computer using the USB Cable
  3. Drag and drop the Text Document file on the Untitled folder or Macintosh HD. You should now have the DCIM folder and Text Document
  4. Click on the Text Document to open it
  5. Edit the time and date following the same format written on the Text Document. [year.month.date(space)hour:minute:second] For example: 2015.01.15 12:10:15
  6. The time is set in military time
  7. Go to File and Save
RECORDING TIME
  • 4GB SD Card – Records up to 20 minutes
  • 8GB SD Card –Records up to 40 minutes
  • 16GB SD Card – Records up to 80 minutes
  • 32GB SD Card – Records up to 160 minutes
  • Apollo – Records up to 40 minutes
WHY AREN’T MY GLASSES BEING RECOGNIZED WHEN CONNECTED TO THE COMPUTER?

There are two things that may be the reason for this problem.

  1. The video application that was used including the cable connector for the physical issue, make sure that you use the cord/cable that comes with the glasses. Try to wiggle the cable/cord and make sure it is inserted all the way into the port of the glasses and to the USB port of your computer. You can also try to connect the glasses to other USB ports available on your computer/laptop
  2. The glasses may have a full memory which we will need to reformat.
I PURCHASED A PRO 3 AND LIGHT WON’T SHUT OFF AFTER 2 AND HALF HOURS OF CHARGING?

For the PRO 3 and PRO S the Maximum charge time is 2 hours. After 2 hours the light will shut off but if it is still left connected to a charging outlet the light will go back on.

WHAT IS THE MAXIMUM CAPACITY OF MEMORY CARD THAT CAN BE LOADED IN THE SUNGLASSES?

32GB is the maximum capacity of memory card that the glasses can accommodate. We suggest using an official GoVision memory card which can be purchased on our website.

HOW TO CHANGE LENSES
  1. Hold the glasses as if you are going to wear them. put 2 thumb on the lens
  2. Push forward to pop out the lens
  3. Align the lenses to the inside corner of the frames
  4. Press down gently around the edges until lenses click into place on the frame