回复：Momcozy 关于您的请求的通知

{
  "ticket": {
    "ticket_id": "1252365",
    "subject": "Re: Notify from Momcozy about you request",
    "description": "This is a follow-up to your previous request #1204948 \"issue with baby monitor\"\n\nOn May 12, 2026, at 1:46 PM, Julia Belsan wrote:\n\n\nHi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video\n\nOn Apr 29, 2026, at 10:24 PM, Julia Belsan wrote:\n\n\nHi,\nThe issue is still happening with the time changing back an hour despite your recommendations\n\nOn Apr 29, 2026, at 3:01 AM, Momcozy support wrote:\n\n\n\nDear Julia,\n\nWe are the customer support team from Momcozy.\n\nWould you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved.\n\nIf the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved.\n\nHere is the copy of the previous email:\n\nDear Julia,\n\nThank you for your message. We hope you're doing well!\n\nFor the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here are some steps to address this:\n\n 1. Manually Set the Time: After fully charging and powering on the monitor, set the correct time and date.\n 2. Maintain Battery Power: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting.\n\nIf the issue persists, you can try upgrading the firmware:\n\n * Download the upgrade file from this link .\n * Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.\n * Insert the SD card into the camera slot and power on the device.\n * The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete.\n\nFor the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance.\n\nIf your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution.\n\nBest regards,\nMomcozy Customer Support Team\n\nHave a wonderful day!\nCustomer Support Team from Momcozy\n\nThis email is a service from Momcozy. Delivered by Zendesk \n\nOn April 24, 2026 at 3:36:36 PM UTC, Julia jcbelsan@hotmail.com wrote:\nHi,\n\nI recently ordered the Momcozy 5-Inch Dual-mode Smart Baby Monitor-BM04, Order #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would be great!\n\nJulia Kinane\n\n[VEWVWD-YND44]\nVideo.mov",
    "status": "closed",
    "priority": "normal",
    "product_model": "",
    "created_at": "2026-05-12T17:48:10Z",
    "updated_at": "2026-05-13T02:29:05Z"
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    "category_name": "EPI::Time Display Issue",
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    "category_zh": "时间显示问题"
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      "text": "This request was closed and auto merged into request #1252357 \"Re: Notify from Momcozy about you request\"."
    },
    {
      "conversation_id": "57855073615385",
      "type": "Comment",
      "created_at": "2026-05-12T17:48:10Z",
      "author_id": "56442815071641",
      "author_name": "Julia",
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      "text": "This is a follow-up to your previous request #1204948 \"issue with baby monitor\" \n \n\n \n \n\n On May 12, 2026, at 1:46 PM, Julia Belsan wrote:\n\n \n \n \n \n \n Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video \n \n\n \n \n\n On Apr 29, 2026, at 10:24 PM, Julia Belsan wrote:\n\n \n \n \n \n \n Hi, \n The issue is still happening with the time changing back an hour despite your recommendations \n \n\n \n \n On Apr 29, 2026, at 3:01 AM, Momcozy support wrote:\n\n \n \n \n \n \n Dear Julia, \n We are the customer support team from Momcozy. \n Would you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved. \n If the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved. \n Here is the copy of the previous email: \n \n Dear Julia, \n Thank you for your message. We hope you're doing well! \n For the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here\n are some steps to address this: \n \n Manually Set the Time: After fully charging and powering on the monitor, set the correct time and date. Maintain Battery Power: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting. \n If the issue persists, you can try upgrading the firmware: \n \n Download the upgrade file from this\n\nlink. Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card. Insert the SD card into the camera slot and power on the device. The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete. \n For the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance. \n If your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution. \n Best regards,\n\nMomcozy Customer Support Team \n \n \n Have a wonderful day!\n\nCustomer Support Team from Momcozy \n \n\n \nThis email is a service from Momcozy. Delivered by \nZendesk \n\n \n On April 24, 2026 at 3:36:36 PM UTC, Julia jcbelsan@hotmail.com wrote:\n\n \n \n \n Hi, \n \n\n \n I recently ordered the\nMomcozy 5-Inch Dual-mode Smart Baby Monitor-BM04,\nOrder #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look\n at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would\n be great! \n \n\n \n Julia Kinane \n \n\n \n \n \n \n[VEWVWD-YND44]"
    }
  ]
}

{
  "translated_subject": "回复：Momcozy 关于您的请求的通知",
  "translated_description": "这是对您之前的请求 #1204948 “婴儿监视器问题”的跟进。\n\n2026年5月12日下午1:46，Julia Belsan 写道：\n\n你好，是的，时钟倒退一小时的问题仍然存在，并且出现了一个新问题，即温度非常不准确。房间里实际温度至少有 70 华氏度（F），它却显示是 32 华氏度（F）。这是视频。\n\n2026年4月29日晚上10:24，Julia Belsan 写道：\n\n你好，\n尽管按照你们的建议操作了，但时间回拨一小时的问题仍然存在。\n\n2026年4月29日凌晨3:01，Momcozy 支持团队写道：\n\n亲爱的 Julia，\n\n我们是 Momcozy 的客户支持团队。\n\n请告知您提到的问题是否已经解决，或者您是否仍需要我们的帮助？如果您没有后续需求，请忽略此邮件，此邮件仅为了确保您的问题已得到妥善解决。\n\n如果您报告的情况尚未解决或仍需帮助，希望尽快收到您的回复。请放心，我们将协助您直到一切问题解决。\n\n以下是之前邮件的副本：\n\n亲爱的 Julia，\n\n感谢您的来信。希望您一切都好！\n\n关于您的 Momcozy BM04 婴儿监视器上的时间问题，这可能是因为显示器未连接到外部网络，因此时间和日期无法自动同步。以下是解决此问题的步骤：\n\n 1. 手动设置时间：在监视器充满电并开机后，设置正确的时间和日期。\n 2. 保持电池电量：确保监视器保留足够的电池电量，以防止时间和日期设置重置。\n\n如果问题仍然存在，您可以尝试升级固件：\n\n * 从此链接下载升级文件。\n * 将文件 “SigmastarUpgradeSD.bin” 放置在 SD 卡的根目录中。\n * 将 SD 卡插入摄像机插槽并打开设备电源。\n * 升级期间摄像机指示灯将快速闪烁。当停止闪烁且云台自动旋转时，升级即完成。\n\n关于摄像机平移问题，这可能与设备的设置或潜在故障有关。如果问题继续存在，请告知我们以便进一步协助。\n\n如果您的产品是从非授权卖家处购买的，请直接联系卖家以获得更快的解决方案。\n\n最诚挚的问候，\nMomcozy 客户支持团队\n\n祝您度过美好的一天！\nMomcozy 客户支持团队\n\n此邮件是 Momcozy 提供的服务。由 Zendesk 送达。\n\n2026年4月24日 UTC 下午3:36:36，Julia jcbelsan@hotmail.com 写道：\n你好，\n\n我最近订购了 Momcozy 5英寸双模式智能婴儿监视器-BM04，订单号 #JJ1444835。我一直遇到两个问题。无论我更改多少次监视器上的时间，它都会自动将其更改为比我设置的时间早一个小时。此外，有几次我去监视器上看我的宝宝（离开时摄像头正对着我的宝宝/婴儿床），当我去看时，摄像头竟然平移到了房间里完全不同的部分（天花板，房间的另一侧）。我觉得这很奇怪。如果你们能提供帮助，那就太好了！\n\nJulia Kinane\n\n[VEWVWD-YND44]\nVideo.mov",
  "translated_agents_notes": "",
  "translated_category_label": "时间显示问题",
  "translated_messages": [
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      "sender_type": "internal",
      "author_name": "RT-SYS-Admin",
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      "translated_text": "此请求已关闭，并自动合并到请求 #1252357 “Re: Notify from Momcozy about you request” 中。"
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    {
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      "created_at": "2026-05-12T17:48:10Z",
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      "translated_text": "这是对您之前的请求 #1204948 “婴儿监视器问题”的跟进。\n\n2026年5月12日下午1:46，Julia Belsan 写道：\n\n你好，是的，时钟倒退一小时的问题仍然存在，并且出现了一个新问题，即温度非常不准确。房间里实际温度至少有 70 华氏度（F），它却显示是 32 华氏度（F）。这是视频。\n\n2026年4月29日晚上10:24，Julia Belsan 写道：\n\n你好，\n尽管按照你们的建议操作了，但时间回拨一小时的问题仍然存在。\n\n2026年4月29日凌晨3:01，Momcozy 支持团队写道：\n\n亲爱的 Julia，\n我们是 Momcozy 的客户支持团队。\n请告知您提到的问题是否已经解决，或者您是否仍需要我们的帮助？如果您没有后续需求，请忽略此邮件，此邮件仅为了确保您的问题已得到妥善解决。\n如果您报告的情况尚未解决或仍需帮助，希望尽快收到您的回复。请放心，我们将协助您直到一切问题解决。\n以下是之前邮件的副本：\n\n亲爱的 Julia，\n感谢您的来信。希望您一切都好！\n关于您的 Momcozy BM04 婴儿监视器上的时间问题，这可能是因为显示器未连接到外部网络，因此时间和日期无法自动同步。以下是解决此问题的步骤：\n\n手动设置时间：在监视器充满电并开机后，设置正确的时间和日期。保持电池电量：确保监视器保留足够的电池电量，以防止时间和日期设置重置。\n如果问题仍然存在，您可以尝试升级固件：\n\n从此链接下载升级文件。将文件 “SigmastarUpgradeSD.bin” 放置在 SD 卡的根目录中。插入 SD 卡并打开设备电源。升级期间摄像机指示灯将快速闪烁。当停止闪烁且云台自动旋转时，升级即完成。\n关于摄像机平移问题，这可能与设备的设置或潜在故障有关。如果问题继续存在，请告知我们以便进一步协助。\n如果您的产品是从非授权卖家处购买的，请直接联系卖家以获得更快的解决方案。\n最诚挚的问候，\nMomcozy 客户支持团队\n\n祝您度过美好的一天！\nMomcozy 客户支持团队\n\n此邮件是 Momcozy 提供的服务。由 Zendesk 送达。\n\n2026年4月24日 UTC 下午3:36:36，Julia jcbelsan@hotmail.com 写道：\n\n你好，\n\n我最近订购了 Momcozy 5英寸双模式智能婴儿监视器-BM04，订单号 #JJ1444835。我一直遇到两个问题。无论我更改多少次监视器上的时间，它都会自动将其更改为比我设置的时间早一个小时。此外，有几次我去监视器上看我的宝宝（离开时摄像头正对着我的宝宝/婴儿床），当我去看时，摄像头竟然平移到了房间里完全不同的部分（天花板，房间的另一侧）。我觉得这很奇怪。如果你们能提供帮助，那就太好了！\n\nJulia Kinane\n\n[VEWVWD-YND44]"
    }
  ],
  "chinese_reading_text": "【标题】回复：Momcozy 关于您的请求的通知\n【既有分类】时间显示问题\n【产品/订单】型号: BM04; 订单号: #JJ1444835; 关联工单: #1204948, #1252357\n【客服备注】无\n【描述与会话翻译】\n用户 Julia 报告了婴儿监视器 BM04 的三个主要问题：\n1. 时间同步问题：显示器时间会自动回拨一小时。客服曾建议手动设置时间并保持电量，或升级固件（文件：SigmastarUpgradeSD.bin），但用户反馈问题依然存在。\n2. 摄像头异常平移：摄像头会自动从宝宝身上移开，转到天花板或房间另一侧。\n3. 温度显示严重偏差：房间实际约 70°F，监视器显示 32°F。\n用户已提供证明视频 (Video.mov)。工单目前已因重复而合并至 #1252357。",
  "translation_notes": [
    "原文中的温度单位 F 指华氏度（Fahrenheit）。",
    "Gimbal 翻译为云台（监控摄像头旋转部件）。",
    "Ticket 合并信息已在消息 1 中体现。"
  ]
}

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  "ticket": {
    "id": 1252365,
    "subject": "Re: Notify from Momcozy abo...",
    "description": "This is a follow-up to your previous request #1204948 \"issue with baby monitor\"\n\nOn May 12, 2026, at 1:46 PM, Julia Belsan <jcbelsan@hotmail.com> wrote:\n\n\nHi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video\n\n\nOn Apr 29, 2026, at 10:24 PM, Julia Belsan <jcbelsan@hotmail.com> wrote:\n\n\nHi,\nThe issue is still happening with the time changing back an hour despite your recommendations\n\nOn Apr 29, 2026, at 3:01 AM, Momcozy support <support@momcozy.com> wrote:\n\n\n\nDear Julia,\n\nWe are the customer support team from Momcozy.\n\nWould you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved.\n\nIf the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved.\n\nHere is the copy of the previous email:\n\nDear Julia,\n\nThank you for your message. We hope you're doing well!\n\nFor the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here are some steps to address this:\n\n  1.  Manually Set the Time: After fully charging and powering on the monitor, set the correct time and date.\n  2.  Maintain Battery Power: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting.\n\nIf the issue persists, you can try upgrading the firmware:\n\n  *   Download the upgrade file from this link<https://drive.google.com/file/d/1Mm4VoMwuCt_94s_oSVK01oUU43re5oMD/view?usp=drive_link>.\n  *   Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.\n  *   Insert the SD card into the camera slot and power on the device.\n  *   The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete.\n\nFor the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance.\n\nIf your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution.\n\nBest regards,\nMomcozy Customer Support Team\n\nHave a wonderful day!\nCustomer Support Team from Momcozy\n\nThis email is a service from Momcozy. Delivered by Zendesk<https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification>\n\nOn April 24, 2026 at 3:36:36 PM UTC, Julia jcbelsan@hotmail.com wrote:\nHi,\n\nI recently ordered the Momcozy 5-Inch Dual-mode Smart Baby Monitor-BM04, Order #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would be great!\n\nJulia Kinane\n\n[VEWVWD-YND44]\nVideo.mov",
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      "body": "This request was closed and auto merged into request #1252357 \"Re: Notify from Momcozy about you request\".",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">This request was closed and auto merged into request <a href=\"/agent/tickets/1252357\" target=\"_blank\" rel=\"ticket\">#1252357</a> \"Re: Notify from Momcozy about you request\".</p></div>",
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      "body": "This is a follow-up to your previous request #1204948 \"issue with baby monitor\"\n\n\n\n\n\n> On May 12, 2026, at 1:46 PM, Julia Belsan <jcbelsan@hotmail.com> wrote:\n\n> \n>\n> Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video\n>\n>\n>\n>\n>\n> > On Apr 29, 2026, at 10:24 PM, Julia Belsan <jcbelsan@hotmail.com> wrote:\n>\n> > \n> >\n> > Hi,\n> >\n> > The issue is still happening with the time changing back an hour despite your recommendations\n> >\n> >\n> >\n> > > On Apr 29, 2026, at 3:01 AM, Momcozy support <support@momcozy.com> wrote:\n> >\n> > > \n> > >\n> > > Dear Julia,\n> > >\n> > > We are the customer support team from Momcozy.\n> > >\n> > > Would you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved.\n> > >\n> > > If the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved.\n> > >\n> > > Here is the copy of the previous email:\n> > >\n> > > Dear Julia,\n> > >\n> > > Thank you for your message. We hope you're doing well!\n> > >\n> > > For the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here are some steps to address this:\n> > > 1. **Manually Set the Time**: After fully charging and powering on the monitor, set the correct time and date.\n> > > 2. **Maintain Battery Power**: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting.\n> > >\n> > > If the issue persists, you can try upgrading the firmware:\n> > > - Download the upgrade file from this link.\n> > > - Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.\n> > > - Insert the SD card into the camera slot and power on the device.\n> > > - The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete.\n> > >\n> > > For the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance.\n> > >\n> > > If your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution.\n> > >\n> > > Best regards,\n> > > Momcozy Customer Support Team\n> > >\n> > > Have a wonderful day!\n> > > Customer Support Team from Momcozy\n> > >\n> > >\n> > >\n> > > This email is a service from Momcozy. Delivered by Zendesk\n> > >\n> > >\n> > > On April 24, 2026 at 3:36:36 PM UTC, Julia jcbelsan@hotmail.com wrote:\n> > >\n> > > > Hi,\n> > > >\n> > > >\n> > > >\n> > > > I recently ordered the Momcozy 5-Inch Dual-mode Smart Baby Monitor-BM04, Order #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would be great!\n> > > >\n> > > >\n> > > >\n> > > > Julia Kinane\n> > >\n> > > [VEWVWD-YND44]",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><div>This is a follow-up to your previous request <a href=\"/agent/tickets/1204948\" target=\"_blank\" rel=\"ticket\">#1204948</a> \"issue with baby monitor\"</div><div dir=\"ltr\"></div>\n<div dir=\"ltr\"><br>\n</div>\n<div dir=\"ltr\"><br>\n<blockquote>On May 12, 2026, at 1:46 PM, Julia Belsan &lt;jcbelsan@hotmail.com&gt; wrote:<br>\n<br>\n</blockquote>\n</div>\n<blockquote>\n<div dir=\"ltr\">\n<div dir=\"ltr\"></div>\n<div dir=\"ltr\">Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video</div>\n<div dir=\"ltr\"><br>\n</div>\n<div dir=\"ltr\"><br>\n<blockquote>On Apr 29, 2026, at 10:24 PM, Julia Belsan &lt;jcbelsan@hotmail.com&gt; wrote:<br>\n<br>\n</blockquote>\n</div>\n<blockquote>\n<div dir=\"ltr\">\n<div dir=\"ltr\"></div>\n<div dir=\"ltr\">Hi,&nbsp;</div>\n<div dir=\"ltr\">The issue is still happening with the time changing back an hour despite your recommendations</div>\n<div dir=\"ltr\"><br>\n</div>\n<div dir=\"ltr\">\n<blockquote>On Apr 29, 2026, at 3:01 AM, Momcozy support &lt;support@momcozy.com&gt; wrote:<br>\n<br>\n</blockquote>\n</div>\n<blockquote>\n<div dir=\"ltr\">\n<div style=\" font-size: 14px; line-height: 1.5; color: #444444;\">\n<p dir=\"auto\">Dear Julia,</p>\n<p dir=\"auto\">We are the customer support team from Momcozy.</p>\n<p dir=\"auto\">Would you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved.</p>\n<p dir=\"auto\">If the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved.</p>\n<p dir=\"auto\">Here is the copy of the previous email:</p>\n<div class=\"zd-comment\" dir=\"auto\">\n<p dir=\"auto\" style=\"color: #2b2e2f; line-height: 22px; margin: 15px 0;\">Dear Julia,</p>\n<p dir=\"auto\" style=\"color: #2b2e2f; line-height: 22px; margin: 15px 0;\">Thank you for your message. We hope you're doing well!</p>\n<p dir=\"auto\" style=\"color: #2b2e2f; line-height: 22px; margin: 15px 0;\">For the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here\n are some steps to address this:</p>\n<ol dir=\"auto\" style=\"padding-left: 15px; list-style-type: decimal; margin: 10px 0 15px 30px;\">\n<li style=\"margin: 10px 0;\"><strong>Manually Set the Time</strong>: After fully charging and powering on the monitor, set the correct time and date.</li><li style=\"margin: 10px 0;\"><strong>Maintain Battery Power</strong>: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting.</li></ol>\n<p dir=\"auto\" style=\"color: #2b2e2f; line-height: 22px; margin: 15px 0;\">If the issue persists, you can try upgrading the firmware:</p>\n<ul dir=\"auto\" style=\"padding-left: 15px; list-style-type: disc; margin: 10px 0 15px 30px;\">\n<li style=\"line-height: 22px; margin: 10px 0;\">Download the upgrade file from this\n<a href=\"https://drive.google.com/file/d/1Mm4VoMwuCt_94s_oSVK01oUU43re5oMD/view?usp=drive_link\" rel=\"noreferrer\">\nlink</a>.</li><li style=\"line-height: 22px; margin: 10px 0;\">Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.</li><li style=\"line-height: 22px; margin: 10px 0;\">Insert the SD card into the camera slot and power on the device.</li><li style=\"line-height: 22px; margin: 10px 0;\">The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete.</li></ul>\n<p dir=\"auto\" style=\"color: #2b2e2f; line-height: 22px; margin: 15px 0;\">For the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance.</p>\n<p dir=\"auto\" style=\"color: #2b2e2f; line-height: 22px; margin: 15px 0;\">If your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution.</p>\n<p dir=\"auto\" style=\"color: #2b2e2f; line-height: 22px; margin: 15px 0;\">Best regards,<br>\nMomcozy Customer Support Team</p>\n</div>\n<p dir=\"auto\"></p>\n<p dir=\"auto\">Have a wonderful day!<br>\nCustomer Support Team from Momcozy</p>\n</div>\n<br>\n<div style=\" font-size: 12px; line-height: 1.5; color: #49545c; padding-top: 10px; margin: 10px 0 14px;\">\nThis email is a service from Momcozy. Delivered by <a href=\"https://www.zendesk.com/support/?utm_campaign=text&amp;utm_content=Rootglobal&amp;utm_medium=poweredbyzendesk&amp;utm_source=email-notification\" style=\"color: black;\" rel=\"noreferrer\">\nZendesk</a> </div>\n<br>\n<div>\n<div>On April 24, 2026 at 3:36:36 PM UTC, Julia jcbelsan@hotmail.com wrote:<br>\n</div>\n<blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\">\n<div class=\"zd-comment\" dir=\"auto\">\n<div style=\"font-size: 16px; color: rgb(0, 0, 0);\">Hi,</div>\n<div style=\"font-size: 16px; color: rgb(0, 0, 0);\"><br>\n</div>\n<div style=\"font-size: 16px;\"><span style=\"color: rgb(0, 0, 0);\">I recently ordered the\n</span><span style=\"color: rgb(85, 85, 85); font-weight: 600;\">Momcozy</span><span style=\"color: rgb(85, 85, 85); background-color: rgb(255, 255, 255); font-weight: 600;\">&nbsp;5-Inch Dual-mode Smart Baby Monitor-BM04,\n</span><span style=\"color: rgb(0, 0, 0);\">Order #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look\n at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would\n be great!</span></div>\n<div style=\"font-size: 16px; color: rgb(0, 0, 0);\"><br>\n</div>\n<div style=\"font-size: 16px; color: rgb(0, 0, 0);\">Julia Kinane</div>\n<div style=\"font-size: 16px; color: rgb(0, 0, 0);\"><br>\n</div>\n</div>\n</blockquote>\n</div>\n<span style=\"color: #FFFFFF;\">[VEWVWD-YND44]</span>\n<div style=\"display: none;\">\n<div>\n\n</div>\n</div>\n</div>\n</blockquote>\n</div>\n</blockquote>\n</div>\n</blockquote></div>",
      "plain_body": "This is a follow-up to your previous request #1204948 \"issue with baby monitor\"  \n \n\n \n \n\n On May 12, 2026, at 1:46 PM, Julia Belsan &lt;jcbelsan@hotmail.com&gt; wrote:\n\n\n\n \n \n \n \n \n Hi yes, the issue is still happening with the clock going back one hour with a new issue of the temperature being very inaccurate. It says it’s 32 F in his room when it is very much at least 70 degrees F. Here is a video \n \n\n \n \n\n On Apr 29, 2026, at 10:24 PM, Julia Belsan &lt;jcbelsan@hotmail.com&gt; wrote:\n\n\n\n \n \n \n \n \n Hi,&nbsp; \n The issue is still happening with the time changing back an hour despite your recommendations \n \n\n \n \n On Apr 29, 2026, at 3:01 AM, Momcozy support &lt;support@momcozy.com&gt; wrote:\n\n\n\n \n \n \n \n \n Dear Julia, \n We are the customer support team from Momcozy. \n Would you kindly let us know if the issue you mentioned has been sorted out, or if you still need our assistance? If you have no follow-up needs, please ignore this email, as this email is just to ensure that your issue has been properly resolved. \n If the situation you reported has not been resolved or you still need our help, we hope to hear from you soon. Please rest assured, we will help you until everything is resolved. \n Here is the copy of the previous email: \n \n Dear Julia, \n Thank you for your message. We hope you're doing well! \n For the time issue on your Momcozy BM04 Baby Monitor, it may occur because the display does not connect to an external network, so the time and date cannot synchronize automatically. Here\n are some steps to address this: \n \n Manually Set the Time: After fully charging and powering on the monitor, set the correct time and date.  Maintain Battery Power: Ensure the monitor retains adequate battery power to prevent the time and date settings from resetting.  \n If the issue persists, you can try upgrading the firmware: \n \n Download the upgrade file from this\n\nlink.  Place the file \"SigmastarUpgradeSD.bin\" in the root directory of an SD card.  Insert the SD card into the camera slot and power on the device.  The camera indicator light will flash rapidly during the upgrade. When it stops and the gimbal rotates automatically, the upgrade is complete.  \n For the camera panning issue, it could be related to the device's settings or a potential malfunction. If the problem continues, please let us know for further assistance. \n If your product was purchased from a non- authorized seller, please contact the seller directly for a faster resolution. \n Best regards,\n\nMomcozy Customer Support Team \n \n \n Have a wonderful day!\n\nCustomer Support Team from Momcozy \n \n\n\n \nThis email is a service from Momcozy. Delivered by \nZendesk  \n\n\n \n On April 24, 2026 at 3:36:36 PM UTC, Julia jcbelsan@hotmail.com wrote:\n\n \n \n \n Hi, \n \n\n \n I recently ordered the\nMomcozy&nbsp;5-Inch Dual-mode Smart Baby Monitor-BM04,\nOrder #JJ1444835. I have been having two issues. No matter how many times I change the time on the monitor, it automatically changes it to an hour earlier to whatever I set it to. Also, a few times I have gone to look\n at my baby on the monitor (left with the camera facing directly on my baby/crib) and when I go to look the camera is panned onto a completely different part of the room (ceiling, opposite side of the room). I find that very odd. If you can help that would\n be great! \n \n\n \n Julia Kinane \n \n\n \n \n \n \n[VEWVWD-YND44]",
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