A useful thermal-video support request identifies the affected task, configuration and original example. “The image is slow” leaves the support reviewer unable to distinguish live-view behavior, saving, export or playback.
Prepare an evidence summary
| Item | Information to provide |
|---|---|
| Device | Exact handset and relevant hardware identifier |
| Software | System build and thermal-app version |
| Action | Short sequence that led to the observed issue |
| Expected result | What the documented workflow was meant to do |
| Observed result | What changed, paused, failed or remained uncertain |
| Example | Original output and an authorized screen recording if appropriate |
Reproduce only in a safe test scene with non-production records and within the device instructions. State whether the behavior occurs consistently or was observed once. Preserve an unedited example alongside any shorter explanatory copy so the reviewer can see the surrounding sequence.
Keep cause and observation separate
An app pause is an observation; a defective sensor, low frame rate or failed network is a proposed cause that needs evidence. Record what was happening on the device and any displayed message. Do not reset, reflash or repeatedly change settings before following the support team’s authorized procedure.
Protect account details and private inspection information when sharing files. Use an approved support channel and provide only the information needed for the investigation.
The current P20 Pro thermal graphic lists 25Hz; it does not establish 30Hz service performance or a support turnaround. No fault is diagnosed here. Use the timed-event definition guide and contact Phonemax with the configuration and reproducible example for review.
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