Support & documentation
Everything after the purchase
Setup guides, troubleshooting, warranty coverage, and your order status — owned like the hardware: yours, documented, and not dependent on anyone’s cloud.
Where’s my order?
Track production status, cancel, or start a return — just your email and order number.
Open the order portal →Warranty & returns
What’s covered by default, what the Hardware Care Plan adds, and how RMA requests work.
Read the policy →Talk to a person
Can’t find it here? Send us a message with the Support topic pre-selected.
Contact support →Getting set up
Onboarding guides
Every guide below also ships printed in the box, and lives on the device itself under Help — this page is a convenience, not a requirement.
First boot & initial setup10 min
Out of the box to first answer. Your Vault arrives sealed and ready — no network, no account, no activation step.
- ◆Unbox, connect power and a display (or use the built-in panel on portable configurations)
- ◆First boot runs a self-check and opens straight into the assistant
- ◆Set your household display name and preferred font size — stored on-device only
- ◆Ask your first question; the full library is already indexed
Multi-device WiFi mode15 min
Let phones, tablets, and laptops in the house talk to the Vault over its own local hotspot — without the Vault itself touching the internet.
- ◆Enable Local Hotspot in Settings → Connections; the Vault broadcasts its own network
- ◆Join that network from any device and open the printed local address
- ◆Everything stays inside your walls: the hotspot has no upstream route by design
- ◆Set a hotspot passphrase if guests are ever in range
Mesh networking onboarding30 min
Pair handheld mesh nodes for texting, location, and short AI queries across your property.
- ◆Charge each node fully before first pairing
- ◆Pair nodes one at a time from Settings → Mesh on the Vault
- ◆Name nodes by person or building — 'Barn', 'Gate', 'Dad'
- ◆Walk the property to test coverage; add a relay node where messages drop
Offline content updates20 min
Refresh the knowledge library from physical media — the device itself never needs a connection.
- ◆Updates arrive on a sealed, checksummed drive through the Library Update Service
- ◆Insert the drive; the Vault verifies the signature before touching anything
- ◆Apply the update and the old snapshot is kept until the new one verifies clean
- ◆Your own indexed documents are never modified by a library update
Peripheral setup10 min
Printers, external drives, keyboards, and the optional network card.
- ◆USB keyboards, mice, and drives work on all tiers, no drivers to hunt down
- ◆Local printing works over USB for reference pages and checklists
- ◆The optional network card ships uninstalled; the slot is user-accessible
- ◆Storage upgrades are user-serviceable on every tier
When something's off
Troubleshooting
The Vault won't power on
Almost always power delivery, not the unit.
- ◆Check the inlet connection and try a different outlet
- ◆On battery-backed configurations, let it charge 30 minutes before retrying
- ◆If the status light blinks in a pattern, note it and contact support
Answers feel slower than usual
Speed varies with question complexity and how much context you've loaded.
- ◆Very long documents in context slow any tier; clear the session to reset
- ◆Check Settings → System for storage headroom — a nearly full drive slows indexing
- ◆Sustained heavy load throttles on fanless configurations; give it airflow
A device can't reach the Vault in WiFi mode
Local hotspot issues are usually range or passphrase.
- ◆Confirm the device joined the Vault's own network, not your household internet
- ◆Re-enter the passphrase after any settings change
- ◆Concrete and metal kill range fast — test from the same room first
A mesh node stopped relaying
Nodes are simple; failures usually are too.
- ◆Check the battery first — a dead relay looks like a dead network
- ◆Re-pair the node from Settings → Mesh if it was reset
- ◆Terrain changes (new outbuilding, full summer foliage) can shift coverage
Unit arrived damaged, or something failed under warranty? Start a warranty claim from the order portal — it takes a minute and generates an RMA number immediately.