Beam Will Not Connect: Separate Video, Power and Support Evidence
XREAL’s published US warranty provides repair or exchange for eligible covered defects after assessment. A Beam that shows no picture does not automatically establish a defective unit or a replacement entitlement. The practical friction points are proof of purchase, isolating the fault, return authorisation and shipping costs; settle those before sending hardware.
What the policy commits to
The US warranty policy describes one year from delivery for qualifying authorised-channel purchases, with the full terms and applicable rights governing eligibility. For an accepted covered defect, XREAL describes no-charge repair or exchange and return of the repaired product or replacement at its cost. Excluded or no-defect findings can incur charges. Ask whether the initial shipment uses a prepaid label, reimbursement or an advance payment for your case.
One original Beam owner’s reported experience
In this original Beam no-power case, an owner reported an inspection/replacement route, then updated that the unit resumed operation after a charging-related recovery. It is an older individual account, not a measured current service turnaround. Follow current official support instructions rather than treating that owner’s recovery procedure as a required battery test.
Isolate one failing step
| Observed result | Useful next step | Send with the case |
|---|---|---|
| No direct image from a compatible source to glasses | Check the documented source/video cable path | Source model, cable and display detection |
| Direct path works; original Beam added and image disappears | Check the manual’s Beam input/output and power arrangement | Labelled connection photo and reproduction steps |
| Failure begins only with HDMI conversion | Check active converter direction and required power | Converter, dock and power-supply model |
| Documented supported chain still fails | Request the warranty assessment process | Order, delivery date, serial and test results |
Use the original Beam manual for its input and output arrangement. Beam Pro is an Android-app source with a different workflow; an attempted unsupported video input is not interchangeable with original Beam failure. Do not dismantle or repeatedly bend the connector to reproduce a fault.
Open a complete support case
Send support@xreal.com the order number, invoice, delivery date, model and serial, then the shortest repeatable description. A useful request is: “The direct source-to-glasses path works. Adding original Beam as shown in the attached connection photo causes [symptom]. Please confirm the next diagnostic step, case reference and whether return authorisation is required.” Replace the example with your own observations.
Keep the case response, shipping instructions and tracking. Ask for the next update date if a trip depends on the unit; the policy does not establish an average repair time. A retailer purchase may start with that retailer’s process rather than the direct-store return route. Eligible warranty repair and a discretionary return because the product does not suit you are separate requests.
Identify the two different Beam products
| Product | Documented role |
|---|---|
| Original Beam | External video-input/display positioning path described in its manual |
| Beam Pro | Android app/content source; not an interchangeable HDMI pass-through converter |
Frequently asked questions
Does a Beam connection failure qualify automatically for replacement?
No. The US policy covers qualifying defects after assessment. A charging-only port, reversed converter or unsupported setup can look like a Beam fault; show the isolated failing step before requesting a remedy.
What should I email if I checked out as a guest?
Use the official US support route with your order number, model and serial, delivery date, source/OS, cable and converter details, plus the shortest steps that reproduce the failure. Request a case reference and the required return procedure.
How long should I expect the case to take?
The reviewed policy does not establish an average case turnaround. Ask support for the next update for your case and the shipping/assessment stages rather than treating a warranty period as a repair-time promise.
Should I send the product back immediately?
Obtain the applicable authorization and shipping instructions first. Keep proof of purchase, case correspondence and the tracking record; do not assume a retailer purchase uses the US direct-store return process.