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Engage Cosplay edited this page Apr 20, 2026 · 3 revisions

How to Report an Issue

This page explains how to report issues with your Engage Pro Elite system.

🐞 What This Is For

Use the issue tracker for software and firmware-related problems only.

👉 Report issues here:
https://github.com/EngageCosplay/Engage-Pro-Elite-Firmware/issues

✅ Examples of Valid Issues

Please report here if you experience:

  • WiFi portal not loading or behaving incorrectly
  • Firmware update failures
  • Audio playback issues (Bluetooth or wired)
  • Unexpected button behaviour
  • Bluetooth connection problems
  • System behaving differently than expected

❌ What NOT to Report Here

Do not use this issue tracker for:

  • Damaged or faulty cables
  • Physically broken or unresponsive buttons
  • Power issues caused by hardware faults
  • Order, delivery, or warranty queries

These are hardware or support issues, not firmware bugs.

👉 Please contact us via:

  • Etsy (order support)
  • Official Engage Cosplay website
  • Our Social Media Pages

📝 Before You Report

Before submitting an issue:

  1. Make sure you are running the latest firmware
  2. Check the Troubleshooting Guide
  3. Check existing issues to see if it has already been reported
  4. Have an Event log downloaded ready to attach to ticket. (details on how to do this below)

Collecting Logs - When the issue you are reporting occurs follow these steps to collect the Event Logs. For Event Logs you need to access the Wifi Portal. With the unit powered off hold button 8 and power on the unit. On your phone or laptop look for the Engage Elite WIfi SSID. It will look similar to the image below.

IMG_1235

Once connected browse to http://192.168.4.1 and the portal will load to the main page.

image

Scroll down and select Event Log, on the next screen click on the button to download the logs. You can now upload this log file to your issue ticket.

📋 Information Required

To help diagnose the issue quickly, please include:

🔧 System Details

  • Firmware version (e.g. v2.2.4)
  • Operating mode:
    • Bluetooth
    • Wired (3.5mm)
  • Bluetooth speaker model (if applicable)

🔁 Issue Details

  • Clear description of the problem
  • Steps to reproduce the issue
  • Expected behaviour
  • Actual behaviour

📎 Optional (but very helpful)

  • Photos or videos
  • Serial logs (if available)

⚠️ Good vs Bad Reports

❌ Bad Example

“It’s not working”

✅ Good Example

Firmware v2.2.4
Bluetooth mode using JBL Go 2+

After powering on, audio does not play until 5–10 seconds after connection.
Expected: immediate playback after connection
Actual: delayed playback

🚀 Tips for Faster Fixes

  • Be specific and detailed
  • Include exact steps
  • Mention what you expected to happen
  • Include your setup (speaker, mode, etc.)

Clear reports = faster fixes 👍

🔒 Final Note

This tracker is used to improve firmware and software performance.

For anything physical or order-related, please use the official support channels instead.

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