Technical Support Guide

What to include in every request

1. Description of the problem.
   
1. What were you trying to do when the issue occurred?
   
2. What happened instead of what you expected?
   
3. Does the issue happen every time or only sometimes?
   
4. When did the issue start? Did anything change recently (app updates, new device, etc.)?
   
2. Screen recording (highly encouraged). Please include a short screen recording that shows the issue happening. This is the single most helpful thing you can provide - it often reveals the problem faster than a written description alone. Screenshots are also helpful.
   
1. iPhone/iPad: Swipe down from the top-right corner, tap the screen recording buttons, reproduce the issue, then stop recording. This video will be saved to your Photos app.
   
2. Android: Swipe down from the top of the screen, tap "Screen Recorder", reproduce the issue, then stop recording.
   
3. Device and app information
   
1. Device model (e.g. iPhone 15, Samsung Galaxy S24)
   
2. Operating system version (e.g. iOS 17.4, Android 14)
   
3. measureQuick app version (found in Settings or the About page)
   
4. Account information. The email address or phone number associated with your mQ account.
   

Additional information for specific issues

1. Bluetooth tool connectivity
   
1. Tool make and model number (Testo 557s, JB Climate class probes)
   
2. Tool firmware version (if known - usually found in the tool's own settings menu)
   
3. Is the tooling connecting to other app or devices sucessfully?
   
4. How far is the tool from your device when the issue occurs?
   
5. Have you tried forgetting the tool in your device's Bluetooth settings and re-pairing?
   
6. Have your tried removing the tool from mQ and re-scanning?
   
7. Have you tried other troubleshooting methods from our Blue troubleshooting guide for tools?
   
2. Internet connectivity and syncing
   
1. Run a speed test (search "speed test" in your web browser) and include the results - download speed, upload speed, ping.
   
2. Are you on Wi-Fi or cellular data?
   
3. Are other apps and websites working normally on the same connection?
   
4. If syncing to mQ cloud, does the issue happen on Wi-Fi only, cellular only, or both?
   
3. Data or measurement accuracy
   
1. What readings are you seeing vs. what you expect?
   
2. Are the readings on the tool's own display different from what mQ shows?
   
3. Include the system profile details: system type, refrigerant, tonnage.
   
4. Which specific measurement fields are affected?
   
4. Report generation
   
1. What type of report are you trying to generate?
   
2. Does the report fail to generate entirely, or does it generate with missing or incorrect data?
   
3. How many photos are attached to the project?
   
4. If possible, share the project name or project ID.
   
5. Account or login
   
1. What login method are you using (phone number, Apple, Google, Microsoft)?
   
2. Include the exact error message, if one appears.
   
6. App crashes or freezes
   
1. What screen were you on when the crash occurred?
   
2. What action triggered it (tapping a button, opening a page, connecting a tool, etc.)?
   
3. Does the crash happen consistently or intermittently?
   
4. Have you tried force-closing and reopening the app?
   
5. Have you tried restarting the device?
   

Submit a ticket here.