回复：Momcozy 关于您请求的通知

{
  "ticket": {
    "ticket_id": "1252366",
    "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": "2026-05-12T17:48:33Z",
    "updated_at": "2026-05-13T02:44:54Z"
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    "category_field_id": "34154549939865",
    "category_name": "EPI::Time Display Issue",
    "category_value": "epi__time_display_issue",
    "category_zh": "时间显示问题"
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    {
      "conversation_id": "57865287000089",
      "type": "Comment",
      "created_at": "2026-05-13T02:44:54Z",
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      "text": "This request was closed and auto merged into request #1252357 \"Re: Notify from Momcozy about you request\"."
    },
    {
      "conversation_id": "57855044022169",
      "type": "Comment",
      "created_at": "2026-05-12T17:48:33Z",
      "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 关于您请求的通知",
  "translated_description": "这是对您之前请求 #1204948 “婴儿监视器问题”的跟进\n\n在 2026年5月12日 下午1:46，Julia Belsan 写道：\n\n您好，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，即温度显示非常不准确。房间里至少有 70 华氏度，但它显示是 32 华氏度。这是视频。\n\n在 2026年4月29日 晚上10:24，Julia Belsan 写道：\n\n您好，尽管按照您的建议操作了，但时间倒退一小时的问题仍然存在。\n\n在 2026年4月29日 凌晨3:01，Momcozy 客服写道：\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解决，或者是否仍需我们的协助？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我们的帮助，希望尽快收到您的回复。请放心，我们会一直协助您，直到一切问题都得到解决。\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 婴儿监视器的时间问题，可能是因为显示屏未连接到外部网络，因此时间及日期无法自动同步。您可以按照以下步骤解决：\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：确保监视器保持充足的电量，以防止时间及日期设置重置。\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\" 放在 SD 卡的根目录下。\n * 将 SD 卡插入摄像机插槽并开启设备电源。\n * 升级期间摄像机指示灯会快速闪烁。当灯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，可能与设备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顺颂商祺，\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此邮件是来自 Momcozy 的服务。由 Zendesk 送达。\n\n在 2026年4月24日 下午3:36:36 UTC，Julia jcbelsan@hotmail.com 写道：\n您好，\n\n我最近订购了 Momcozy 5 英寸双模智能婴儿监视器-BM04，订单号 #JJ1444835。我遇到了两个问题。无论我多少次在监视器上更改时间，它都会自动将其更改为比我设置的时间早一个小时。此外，有几次我去监视器看宝宝时（离开时摄像机正对着宝宝/婴儿床），当我去看时，摄像机已经平移到了房间的完全不同的部分（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",
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    {
      "conversation_id": "57865287000089",
      "created_at": "2026-05-13T02:44:54Z",
      "sender_type": "internal",
      "author_name": "RT-SYS-Admin",
      "channel": "system",
      "translated_text": "此请求已关闭并自动合并到请求 #1252357 “回复：Momcozy 关于您请求的通知”中。"
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      "created_at": "2026-05-12T17:48:33Z",
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      "translated_text": "这是对您之前请求 #1204948 “婴儿监视器问题”的跟进 \n \n\n \n \n\n 在 2026年5月12日 下午1:46，Julia Belsan 写道：\n\n \n \n \n \n \n 您好，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，即温度显示非常不准确。房间里至少有 70 华氏度，但它显示是 32 华氏度。这是视频。\n \n\n \n \n\n 在 2026年4月29日 晚上10:24，Julia Belsan 写道：\n\n \n \n \n \n \n 您好， \n 尽管按照您的建议操作了，但时间倒退一小时的问题仍然存在。\n \n\n \n \n 在 2026年4月29日 凌晨3:01，Momcozy 客服写道：\n\n \n \n \n \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解决，或者是否仍需我们的协助？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我们的帮助，希望尽快收到您的回复。请放心，我们会一直协助您，直到一切问题都得到解决。 \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 婴儿监视器的时间问题，可能是因为显示屏未连接到外部网络，因此时间及日期无法自动同步。您可以按照以下步骤解决： \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：确保监视器保持充足的电量，以防止时间及日期设置重置。 \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。\n\n将文件 \"SigmastarUpgradeSD.bin\" 放在 SD 卡的根目录下。将 SD 卡插入摄像机插槽并开启设备电源。升级期间摄像机指示灯会快速闪烁。当灯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，可能与设备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 顺颂商祺，\n\nMomcozy 客户支持团队 \n \n \n 祝您度过美好的一天！\n\nMomcozy 客户支持团队 \n \n\n \n此邮件是来自 Momcozy 的服务。由 \nZendesk 送达。 \n\n \n 在 2026年4月24日 下午3:36:36 UTC，Julia jcbelsan@hotmail.com 写道：\n\n \n \n \n 您好， \n \n\n \n 我最近订购了 \nMomcozy 5 英寸双模智能婴儿监视器-BM04，\n订单号 #JJ1444835。我遇到了两个问题。无论我多少次在监视器上更改时间，它都会自动将其更改为比我设置的时间早一个小时。此外，有几次我去监视器看宝宝时（离开时摄像机正对着宝宝/婴儿床），当我去看时，摄像机已经平移到了房间的完全不同的部分（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 \n\n \n Julia Kinane \n \n\n \n \n \n \n[VEWVWD-YND44]"
    }
  ],
  "chinese_reading_text": "【标题】回复：Momcozy 关于您请求的通知\n【既有分类】时间显示问题\n【产品/渠道】型号: BM04 | 渠道: Agent/Web | 订单号: JJ1444835\n【客服备注】无\n【描述】用户 Julia 报告 BM04 监视器存在两个问题：1. 时间自动倒退一小时（夏令时/时区相关）；2. 摄像机自动偏移/旋转。客服提供了手动校时、保持电量及固件升级（SigmastarUpgradeSD.bin）的方案，但用户反馈时间问题未解决，且新增了温度读数严重错误（32°F，实际约70°F）的问题。\n【会话记录】\n1. [系统消息 2026-05-13] 此请求已关闭并自动合并到请求 #1252357。\n2. [客户 Julia 2026-05-12] 再次反馈问题，强调时间倒退持续存在，且温度感应异常，附带了视频证明；邮件历史记录显示用户之前已按要求操作但无效。",
  "translation_notes": [
    "保留了特定文件名 SigmastarUpgradeSD.bin 及订单号 JJ1444835",
    "用户提到的 32 F 和 70 F 保留了原单位",
    "将 panned 翻译为“平移”，符合监控设备语境"
  ]
}

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  "subject": "Re: Notify from Momcozy about you request",
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  "ticket": {
    "id": 1252366,
    "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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