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Support and Troubleshooting

We're here to help! Whether you're encountering technical issues, have questions about using Aria Gen 2, or want to provide feedback, this page outlines the support channels available to you.

Support Channels​

For Academic Partners​

If you're an academic partner with Aria Research Kit access, you have multiple support channels available:

📱 Project Aria Discord (Recommended)​

Best for: Discussion, feedback, and user support

The Project Aria Discord community is the fastest way to get help from both the Aria team and fellow researchers.

  • Ask technical questions
  • Share tips and best practices
  • Discuss research use cases
  • Get quick responses from the community

Access: Discord invitation links are sent to your email when you receive ARK access.

💬 Academic Partners Feedback and Support Workplace Group​

Best for: Discussion, feedback, and user support

Connect with other academic partners and the Aria team on Workplace.

  • Share detailed feedback
  • Discuss research methodologies
  • Network with other academic users
  • Access announcements and updates

Access: Workplace group invitation links are sent to your email when you receive ARK access.

✉️ Email Support​

Email: AriaOps@meta.com

Best for:

  • Formal feedback or feature requests
  • Issues requiring private communication
  • Account or access-related questions

For Corporate Partners​

If you're a corporate partner with Aria Research Kit access:

✉️ Email Support​

Email: AriaOps@meta.com

For:

  • User support and technical assistance
  • Feedback and feature requests
  • Account or access-related questions

Getting Access to Support Channels​

Discord and Workplace Access​

If you have received ARK access but haven't received invitations to Discord or Workplace:

  1. Check your email (including spam/junk folders) for invitation links
  2. Verify your email address matches the one used for ARK registration
  3. Contact us at AriaOps@meta.com if you haven't received invitations within 24 hours of receiving ARK access

Before Requesting Support​

To help us assist you more efficiently, please try these steps first:

1. Check the Documentation​

Many common questions are answered in our documentation:

2. Review Known Issues​

Check for known issues and workarounds:

  • GitHub Issues - Open issues and bug reports
  • Discord/Workplace announcements - Recent updates and known problems

3. Verify Your Setup​

Common setup issues to check:

Device Issues:

  • ✅ Device is fully charged
  • ✅ Privacy switch is in correct position
  • ✅ Device firmware is up to date
  • ✅ Companion App is updated to latest version

SDK Issues:

  • ✅ Using supported Python version (3.9-3.12)
  • ✅ Client SDK is installed correctly
  • ✅ Device authentication is completed (aria-gen2 auth check)
  • ✅ Device is connected via USB or WiFi

Data Issues:

  • ✅ VRS file is not corrupted
  • ✅ Using compatible version of Project Aria Tools
  • ✅ Sufficient storage space available

When Requesting Support​

To help us resolve your issue quickly, please provide:

Essential Information​

  1. Rage shake when issue just happens

  2. Clear description of the issue

    • What you were trying to do
    • What actually happened
    • Error messages (exact text or screenshots)

  3. Environment details

    • Operating system and version
    • Python version
    • Client SDK version (pip show projectaria-client-sdk)
    • Project Aria Tools version (pip show projectaria-tools)

  4. Steps to reproduce

    • Detailed steps to reproduce the issue
    • Whether it happens consistently or intermittently

  5. Device information (if applicable)

    • Device serial number
    • Firmware version
    • Recording profile used
    • Battery level during issue

Response Times​

Discord: Community-driven, typically responses within hours during business days

Workplace: Responses within 1-2 business days

Email: Responses within 2-3 business days for standard support requests

Urgent Issues: For critical issues affecting large deployments or research deadlines, mark your email as "Urgent" and we'll prioritize accordingly.

Feedback and Feature Requests​

We value your feedback! If you have suggestions for:

  • New features or improvements
  • Documentation updates or clarifications
  • Tools or utilities
  • Dataset requests

Please share through:

  • Discord (academic partners) - for discussion and community input
  • Workplace (academic partners) - for detailed proposals
  • Email (all partners) - for formal feature requests

Include:

  • Description of the feature/improvement
  • Use case or research application
  • Expected benefits
  • Priority level

Privacy and Security​

When requesting support:

  • ✅ Share device logs and error messages
  • ✅ Share anonymized data samples if needed
  • ❌ Do NOT share personal participant data
  • ❌ Do NOT share sensitive research information
  • ❌ Do NOT share authentication credentials

If your issue involves sensitive data, mention this in your support request and we'll provide secure communication channels.

Emergency Support​

For critical issues that are blocking your research:

  1. Email AriaOps@meta.com with "URGENT" in subject line
  2. Clearly explain the impact and timeline constraints
  3. Provide all relevant details from the "When Requesting Support" section above

We'll prioritize urgent requests affecting:

  • Active research studies with participants
  • Conference or publication deadlines
  • Large-scale data collection campaigns
  • Critical demonstrations or presentations

Need help? Choose your support channel above and don't hesitate to reach out. We're here to help you succeed with Aria Research Kit!