FAQs

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We guarantee that products purchased from Guide’s official online store or authorized dealers are covered by our standard after-sales services. With valid proof of purchase, customers are entitled to benefits including warranty coverage, returns and exchanges, and original factory repair services.

For more information, please visit our Warranty page.

Warranty claims start with customer applications submitted to the Guide Customer Center, with three available service paths detailed below.

1. Remote Troubleshooting

We provide remote technical guidance to diagnose and fix product faults directly.

2. Repair Service

Customers ship defective products for inspection after application submission.

In-warranty items: Receive free-of-charge repair and return shipment.

Out-of-warranty items: A service quotation will be issued; repair proceeds upon customer’s payment, followed by product return.

3. Exchange or Return

Eligible products can be exchanged or returned in accordance with the applicable service policy.

For more information, please visit the Warranty Process Page.

1. Check the battery status first: If the battery is low, recharge it or replace it with a fully charged battery. If the battery has been over-discharged, use a charger rated below 5V/2A to continuously charge it for 5 hours before attempting to power on again. If the battery model or size is incompatible, replace it with the original manufacturer-supplied battery or an equivalent battery with matching specifications.

2. Check charging accessories: If the battery fails to charge due to faulty power adapter or charger, replace the adapter and charger with brand new ones and then try charging again.

3. Hardware failure: If the above methods do not resolve the issue, the thermal camera may have experienced a hardware failure. Please contact the manufacturer for service.

Dead pixels are mostly caused by aging of the built-in detector and changes in pixel signal response. Access the dead pixel correction function in the device menu and run the calibration to eliminate dead pixels.

This issue is typically caused by exposing the thermal camera to high-energy sources, such as the sun, lasers, intense point light sources, or high-temperature flames, while the device is in operation. Such exposure may result in irreversible damage, producing fixed spots, streaks, or image ghosting. Power off the thermal camera immediately and leave it unused for 72 hours before restarting it. Minor burn-in effects may recover naturally over time.

1. High-power functions can accelerate battery consumption when the battery level is low. Features such as laser ranging may significantly increase power usage. Replace the battery with a fully charged one or temporarily disable high-power functions when not required.

2. The battery may have reached the end of its cycle life. For the built-in battery, contact the manufacturer for battery replacement. For the removable battery, replace it with a new battery of the same specifications.

1. Improper focus: Adjust the focus manually or use autofocus until the image becomes clear.

2. Dirty lens: Clean the lens gently with a lens cloth or other soft, dry cloth. Do not use corrosive cleaning agents.

3. Damaged infrared lens coating: If the coating on the infrared lens has been damaged, the infrared lens must be replaced.

In most cases, the laser rangefinder cannot be activated due to insufficient battery power. Ensure that both the internal and external batteries are adequately charged. It is recommended to maintain the internal battery level above 20% or the external battery level above 50% to ensure proper operation of the laser rangefinder.

GPS signals may be blocked indoors. Move to outdoor area will restore proper functionality.

There are two common causes:

1. Low ambient lighting: improve image quality by adding sufficient lighting.

2. Fogging or smudges on the visible light lens: gently clean the lens with a soft, clean cloth such as a lens or eyeglass cloth. Do not use any corrosive cleaning agents.

The device has entered flashing mode. Press and hold the power button for 10–20 seconds to force a shutdown, then turn it back on to restore normal operation.

This issue may arise from the following causes. Please follow the corresponding solutions below:

Cause 1: Improper focus

Solution: Adjust the focus manually or use auto focus to obtain a clear image.

Cause 2: Measuring immediately after startup

Solution: To ensure accuracy, it is recommended to keep the device in the working environment for at least 15 minutes, then turn on the thermal camera and wait 5–10 minutes before starting temperature measurement.

Cause 3: Incorrect measurement settings

Solution: Restart the device to restore default parameters or adjust the settings.

Cause 4: Poor lens connection

Solution: Re-tighten and secure the infrared lens installation.

Cause 5: Long time without calibration

Solution: For accurate temperature measurement, it is recommended to send the device back to the factory for calibration (paid service out of warranty).

1. Storage space is full: delete images and videos in the device gallery to free up storage capacity.

2. SD card is locked: there is a lock icon on the SD card; make sure the lock is in the unlock position.

1. Mobile network settings: disable automatic network switching on mobile phone and turn off mobile data during use.

2. APP permissions not enabled: allow all required permissions for the APP.

3. Device settings: enable both AP mode and hotspot on the thermal camera.

The image format is incorrect. Export the images from the internal storage under the path: /DCIM/Gcamera/SourceImage.

If an error occurs during the OTA update, ensure that the wireless network is stable and that the device has sufficient battery power and available storage space.