提取后的分类输入 JSON
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"ticket": {
"ticket_id": "1250870",
"subject": "Re: Important Reminder: Firmware Update Confirmation Required for BM04 Devices",
"description": "Hi Team, i updated the fw of Monitor and camera. Since the updated i cannot Format the sd card in camera. It says sd card is full (thats right) and it displays option to Format the card. So i Proceed to Format and it says: formatting ok, but the sd card is not formatted.\n\nAlso the temperature within the camera is very high. The sd card gets around 118°F\n\nBest Regards, Robert\n\nAm 12. Mai 2026 10:01:53 MESZ schrieb support momcozy :\n>Dear Customer,\n>\n>We hope this message finds you well.\n>\n>We are writing to kindly follow up regarding the firmware upgrade kit you\n>previously received for your BM04 device.\n>\n>As part of a mandatory requirement issued by the German regulatory\n>authorities, the firmware update is essential to ensure that your device\n>continues to operate safely, stably, and in compliance with local\n>regulations. We sincerely appreciate your cooperation in completing this\n>important step.\n>\n>To help us better support you, could you please confirm the following:\n>\n>\n> - Whether you have received the firmware upgrade kit we previously sent\n> - Whether you have already completed the firmware update process\n> - If the update has been completed, whether it was successful\n> - After the update, how your device is performing (e.g. stability,\n> connectivity, audio/video performance, etc.)\n>\n>\n>If you have not yet completed the update:\n>\n>We kindly ask you to perform the firmware upgrade at your earliest\n>convenience. To make the process as simple as possible, we have attached\n>the step-by-step firmware update guide below. Please follow the\n>instructions carefully to ensure a smooth update process.\n> momcozy BM03&BM04 Update instruction.pdf\n> \n>\n>\n>If you experience any difficulties during the update, or if anything is\n>unclear, please do not hesitate to contact us. Our support team is ready to\n>assist you and ensure the update is completed successfully.\n>\n>We truly appreciate your time and cooperation in helping us complete this\n>important process.\n>\n>Thank you very much for your understanding and support.\n>\n>Kind regards,\n>William\n>Momcozy Customer Support Team\n\nMit freundlichen Grüßen,\n\nRobert Gareiß",
"status": "pending",
"priority": "normal",
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"created_at": "2026-05-12T08:52:44Z",
"updated_at": "2026-05-13T16:35:13Z"
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"category_name": "EPI::RD-BBM firmware upgrade toolkit usage failure",
"category_value": "epi__rd-bbm_firmware_upgrade_toolkit_usage_failure",
"category_zh": "婴儿监护器固件升级工具使用失败"
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"created_at": "2026-05-13T16:35:13Z",
"author_id": "33112157430809",
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"text": "Dear Robert,\n \nThank you for reaching out and for sharing the details regarding the issue after the firmware update. We understand how concerning it must be that the SD card formatting is not completing properly and that the camera temperature appears higher than expected.\n \nTo help us investigate this further, could you please provide the following information:\n The order number associated with your previous purchase of the Firmware Upgrade Set, as we are currently unable to locate a corresponding record in our system. The order number for your BM04 camera. A photo showing the current firmware version displayed on your baby monitor. A short video showing the SD card still appearing as full after formatting. A photo showing the temperature reading of the camera on the monitor. \nOnce we receive these details, we will forward the case to our product engineering team for a more in-depth review and further assistance.\n \nWe truly appreciate your patience and cooperation while we work to resolve this for you.\n \nBest regards,\nMomcozy Customer Support Team"
},
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"type": "Comment",
"created_at": "2026-05-12T10:05:08Z",
"author_id": "33115828554905",
"author_name": "AI Agent-Kate",
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"text": "Dear Robert Gareiß, \n Thank you for your inquiry regarding the firmware update for your Baby monitor BM04. We sincerely apologize for any inconvenience this update may have caused you and greatly appreciate your understanding and patience. \n Please use the link below to download the necessary files for the firmware update of your Baby monitor BM04: https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing \n The folder contains: \n \n One PDF firmware update tutorial \n Two BIN firmware files\nPlease download both BIN files to your SD card, then follow the step-by-step instructions in the PDF to complete the update. \n \n If you encounter any issues during the process, please feel free to contact us. Our technical team will assist you promptly. \n If you prefer to reach us via WhatsApp, our number is: +1 619 848 0676\nService Time for WhatsApp: Mon-Fri 03:00–12:30, 14:00–23:00; Sat-Sun 14:00–23:00 (Germany Time) \n Note: This firmware package is currently being released in phases by region. At this stage, it is only prioritized for devices in Germany. Other EU regions will be supported gradually afterwards. For other regions, due to possible differences in device versions, regulatory requirements, and compatibility verification, this firmware package is not available at this time. Thank you for your understanding. \n Best regards,\nMomcozy Customer Support Team"
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"created_at": "2026-05-12T08:52:44Z",
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"author_name": "Robert Gareiß",
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"text": "Hi Team, i updated the fw of Monitor and camera. Since the updated i cannot Format the sd card in camera. It says sd card is full (thats right) and it displays option to Format the card. So i Proceed to Format and it says: formatting ok, but the sd card is not formatted.\n\nAlso the temperature within the camera is very high. The sd card gets around 118°F\n\nBest Regards, Robert \n\n Am 12. Mai 2026 10:01:53 MESZ schrieb support momcozy : \n Dear Customer,\n\nWe hope this message finds you well.\n\nWe are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.\n\nAs part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.\n\nTo help us better support you, could you please confirm the following:\n\n Whether you have received the firmware upgrade kit we previously sent Whether you have already completed the firmware update process If the update has been completed, whether it was successful After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.) \nIf you have not yet completed the update:\n\nWe kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process. momcozy BM03&BM04 Update instruction.pdf \n\nIf you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.\n\nWe truly appreciate your time and cooperation in helping us complete this important process.\n\nThank you very much for your understanding and support.\n\nKind regards,\nWilliam Momcozy Customer Support Team \n \n\nMit freundlichen Grüßen,\n\nRobert Gareiß"
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"body": "Dear Robert,\n\nThank you for reaching out and for sharing the details regarding the issue after the firmware update. We understand how concerning it must be that the SD card formatting is not completing properly and that the camera temperature appears higher than expected.\n\nTo help us investigate this further, could you please provide the following information:\n1. The order number associated with your previous purchase of the Firmware Upgrade Set, as we are currently unable to locate a corresponding record in our system.\n2. The order number for your BM04 camera.\n3. A photo showing the current firmware version displayed on your baby monitor.\n4. A short video showing the SD card still appearing as full after formatting.\n5. A photo showing the temperature reading of the camera on the monitor.\n\n\nOnce we receive these details, we will forward the case to our product engineering team for a more in-depth review and further assistance.\n\nWe truly appreciate your patience and cooperation while we work to resolve this for you.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Robert,<br> <br>Thank you for reaching out and for sharing the details regarding the issue after the firmware update. We understand how concerning it must be that the SD card formatting is not completing properly and that the camera temperature appears higher than expected.<br> <br>To help us investigate this further, could you please provide the following information:<br><ol dir=\"auto\"><li>The order number associated with your previous purchase of the Firmware Upgrade Set, as we are currently unable to locate a corresponding record in our system.</li><li>The order number for your BM04 camera.</li><li>A photo showing the current firmware version displayed on your baby monitor.</li><li>A short video showing the SD card still appearing as full after formatting.</li><li>A photo showing the temperature reading of the camera on the monitor.</li></ol> <br>Once we receive these details, we will forward the case to our product engineering team for a more in-depth review and further assistance.<br> <br>We truly appreciate your patience and cooperation while we work to resolve this for you.<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Dear Robert,\n \nThank you for reaching out and for sharing the details regarding the issue after the firmware update. We understand how concerning it must be that the SD card formatting is not completing properly and that the camera temperature appears higher than expected.\n \nTo help us investigate this further, could you please provide the following information:\n The order number associated with your previous purchase of the Firmware Upgrade Set, as we are currently unable to locate a corresponding record in our system. The order number for your BM04 camera. A photo showing the current firmware version displayed on your baby monitor. A short video showing the SD card still appearing as full after formatting. A photo showing the temperature reading of the camera on the monitor. \nOnce we receive these details, we will forward the case to our product engineering team for a more in-depth review and further assistance.\n \nWe truly appreciate your patience and cooperation while we work to resolve this for you.\n \nBest regards,\nMomcozy Customer Support Team",
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"body": "Dear Robert Gareiß,\n\nThank you for your inquiry regarding the firmware update for your Baby monitor BM04. We sincerely apologize for any inconvenience this update may have caused you and greatly appreciate your understanding and patience.\n\nPlease use the link below to download the necessary files for the firmware update of your Baby monitor BM04: https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing\n\nThe folder contains:\n1. One PDF firmware update tutorial\n2. Two BIN firmware files\nPlease download both BIN files to your SD card, then follow the step-by-step instructions in the PDF to complete the update.\n\nIf you encounter any issues during the process, please feel free to contact us. Our technical team will assist you promptly.\n\nIf you prefer to reach us via WhatsApp, our number is: +1 619 848 0676\nService Time for WhatsApp: Mon-Fri 03:00–12:30, 14:00–23:00; Sat-Sun 14:00–23:00 (Germany Time)\n\nNote: This firmware package is currently being released in phases by region. At this stage, it is only prioritized for devices in Germany. Other EU regions will be supported gradually afterwards. For other regions, due to possible differences in device versions, regulatory requirements, and compatibility verification, this firmware package is not available at this time. Thank you for your understanding.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Dear Robert Gareiß,</p>\n<p dir=\"auto\">Thank you for your inquiry regarding the firmware update for your Baby monitor BM04. We sincerely apologize for any inconvenience this update may have caused you and greatly appreciate your understanding and patience.</p>\n<p dir=\"auto\">Please use the link below to download the necessary files for the firmware update of your Baby monitor BM04: <a href=\"https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing\" rel=\"noopener noreferrer\">https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing</a></p>\n<p dir=\"auto\">The folder contains:</p>\n<ol dir=\"auto\">\n<li>One PDF firmware update tutorial</li>\n<li>Two BIN firmware files<br>Please download both BIN files to your SD card, then follow the step-by-step instructions in the PDF to complete the update.</li>\n</ol>\n<p dir=\"auto\">If you encounter any issues during the process, please feel free to contact us. Our technical team will assist you promptly.</p>\n<p dir=\"auto\">If you prefer to reach us via WhatsApp, our number is: +1 619 848 0676<br>Service Time for WhatsApp: Mon-Fri 03:00–12:30, 14:00–23:00; Sat-Sun 14:00–23:00 (Germany Time)</p>\n<p dir=\"auto\">Note: This firmware package is currently being released in phases by region. At this stage, it is only prioritized for devices in Germany. Other EU regions will be supported gradually afterwards. For other regions, due to possible differences in device versions, regulatory requirements, and compatibility verification, this firmware package is not available at this time. Thank you for your understanding.</p>\n<p dir=\"auto\">Best regards,<br>Momcozy Customer Support Team</p></div>",
"plain_body": "Dear Robert Gareiß, \n Thank you for your inquiry regarding the firmware update for your Baby monitor BM04. We sincerely apologize for any inconvenience this update may have caused you and greatly appreciate your understanding and patience. \n Please use the link below to download the necessary files for the firmware update of your Baby monitor BM04: https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing \n The folder contains: \n \n One PDF firmware update tutorial \n Two BIN firmware files\nPlease download both BIN files to your SD card, then follow the step-by-step instructions in the PDF to complete the update. \n \n If you encounter any issues during the process, please feel free to contact us. Our technical team will assist you promptly. \n If you prefer to reach us via WhatsApp, our number is: +1 619 848 0676\nService Time for WhatsApp: Mon-Fri 03:00–12:30, 14:00–23:00; Sat-Sun 14:00–23:00 (Germany Time) \n Note: This firmware package is currently being released in phases by region. At this stage, it is only prioritized for devices in Germany. Other EU regions will be supported gradually afterwards. For other regions, due to possible differences in device versions, regulatory requirements, and compatibility verification, this firmware package is not available at this time. Thank you for your understanding. \n Best regards,\nMomcozy Customer Support Team",
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"body": "Hi Team, i updated the fw of Monitor and camera. Since the updated i cannot Format the sd card in camera. It says sd card is full (thats right) and it displays option to Format the card. So i Proceed to Format and it says: formatting ok, but the sd card is not formatted.\n\nAlso the temperature within the camera is very high. The sd card gets around 118°F\n\nBest Regards, Robert\n\n\n\nAm 12. Mai 2026 10:01:53 MESZ schrieb support momcozy <support@momcozy.com>:\n\n> Dear Customer,\n>\n> We hope this message finds you well.\n>\n> We are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.\n>\n> As part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.\n>\n> To help us better support you, could you please confirm the following:\n>\n>\n> - Whether you have received the firmware upgrade kit we previously sent\n> - Whether you have already completed the firmware update process\n> - If the update has been completed, whether it was successful\n> - After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.)\n>\n>\n> If you have not yet completed the update:\n>\n> We kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process.\n>  momcozy BM03&BM04 Update instruction.pdf\n>\n>\n> If you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.\n>\n> We truly appreciate your time and cooperation in helping us complete this important process.\n>\n> Thank you very much for your understanding and support.\n>\n> Kind regards,\n> William\n> Momcozy Customer Support Team\n\n\n\nMit freundlichen Grüßen,\n\nRobert Gareiß",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"auto\">Hi Team, i updated the fw of Monitor and camera. Since the updated i cannot Format the sd card in camera. It says sd card is full (thats right) and it displays option to Format the card. So i Proceed to Format and it says: formatting ok, but the sd card is not formatted.<br><br>Also the temperature within the camera is very high. The sd card gets around 118°F<br><br>Best Regards, Robert</div><br><br><div><div dir=\"auto\">Am 12. Mai 2026 10:01:53 MESZ schrieb support momcozy <support@momcozy.com>:</div><blockquote style=\"border-left-width: 1px; border-left-color: rgb(204, 204, 204); border-left-style: solid; padding-left: 1ex; margin: 0pt 0pt 0pt 0.8ex;\">\n<div dir=\"ltr\">Dear Customer,<br><br>We hope this message finds you well.<br><br>We are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.<br><br>As part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.<br><br>To help us better support you, could you please confirm the following:<br><br><ul dir=\"auto\"><li>Whether you have received the firmware upgrade kit we previously sent</li><li>Whether you have already completed the firmware update process</li><li>If the update has been completed, whether it was successful</li><li>After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.)</li></ul><br>If you have not yet completed the update:<br><br>We kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process.<div style=\"width: 386px; height: 20px; max-height: 20px; background-color: rgb(245,245,245); margin: 6px 0px; padding: 10px; border: 1px solid rgb(221,221,221); font: 400 14px/20px "Google Sans", sans-serif;\"><a href=\"https://drive.google.com/file/d/1WxtuLIKaUZucAedPKVvqQl0fzGocbssb/view?usp=drive_web\" style=\"color: rgb(32,33,36); display: inline-block; max-width: 356px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; text-decoration: none; border: medium none currentcolor;\" rel=\"noreferrer\"><img style=\"vertical-align: text-bottom; padding-right: 10px; height: 20px; border-style: none;\" alt=\"\" src=\"https://ssl.gstatic.com/docs/doclist/images/icon_10_generic_list.png\"> <span dir=\"ltr\" style=\"vertical-align: bottom;\">momcozy BM03&BM04 Update instruction.pdf</span></a></div><br><br>If you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.<br><br>We truly appreciate your time and cooperation in helping us complete this important process.<br><br>Thank you very much for your understanding and support.<br><br>Kind regards,<br>William<div>Momcozy Customer Support Team</div></div>\n</blockquote></div><div dir=\"auto\"><br><br>Mit freundlichen Grüßen,<br><br>Robert Gareiß</div></div>",
"plain_body": "Hi Team, i updated the fw of Monitor and camera. Since the updated i cannot Format the sd card in camera. It says sd card is full (thats right) and it displays option to Format the card. So i Proceed to Format and it says: formatting ok, but the sd card is not formatted.\n\nAlso the temperature within the camera is very high. The sd card gets around 118°F\n\nBest Regards, Robert \n\n Am 12. Mai 2026 10:01:53 MESZ schrieb support momcozy <support@momcozy.com>: \n Dear Customer,\n\nWe hope this message finds you well.\n\nWe are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.\n\nAs part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.\n\nTo help us better support you, could you please confirm the following:\n\n Whether you have received the firmware upgrade kit we previously sent Whether you have already completed the firmware update process If the update has been completed, whether it was successful After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.) \nIf you have not yet completed the update:\n\nWe kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process. momcozy BM03&BM04 Update instruction.pdf \n\nIf you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.\n\nWe truly appreciate your time and cooperation in helping us complete this important process.\n\nThank you very much for your understanding and support.\n\nKind regards,\nWilliam Momcozy Customer Support Team \n \n\nMit freundlichen Grüßen,\n\nRobert Gareiß",
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