Start with Diagnostics & Tools
- Open Settings → Diagnostics & Tools.
- Review device, storage, runtime, model, retrieval, and network checks relevant to the failure.
- Use Share Logs when a reproducible issue needs technical detail.
- Open Notes & Issues to record the behavior and Contact Support when you are ready to send it.
Include these details
- Noema version and build number.
- Device model and operating-system version.
- Model identifier, runtime format, and quantization.
- Dataset, tool, remote endpoint, Constellation route, or Autopilot configuration involved.
- Exact reproduction steps, expected result, and actual result.
- A screenshot and timestamp when they help correlate logs.
Contact support
Use Contact Support in the app or email clientcare@noemaai.com. Do not send passwords, API keys, private model credentials, full sensitive documents, or unreviewed diagnostic exports.
Response time depends on issue volume and complexity; there is no published one-business-day SLA.
Before sending
- Confirm the issue still occurs on the latest public Noema build.
- Try a smaller compatible model or simpler route when the failure appears memory-related.
- Check Off-grid Mode when a network-backed feature unexpectedly stops.
- Review the relevant documentation page and remove secrets from screenshots and logs.