Sterra Moon — Eyeball is StuckUpdated 7 days ago
The Core Calibration & Position Verification Sequence
Please follow these calibration steps exactly to reset the motorized display tracking:
1.Initiate a Software Standby Shut Down
With the unit running, tap the Ring Light / Power Control icon on the main capacitive interface to turn off the air purifier.
Allow the motor and internal gears to come to a complete physical stop for a few seconds.
2.Perform a Full System Power Discharge
Switch off the power point at your wall outlet and completely unplug the Sterra Moon's power cord.
Let the machine rest completely disconnected for at least 1 minute. This drains any residual electrical currents from the motherboard, clearing temporary tracking logs and forcing the internal alignment sensors to prepare for a clean, factory-baseline reboot.
3.Power On and Audit the 3 Ideal Positions
Plug the power cord firmly back into the live wall outlet and turn the Sterra Moon back on. Watch the dome assembly closely as it wakes up and initializes its start-up sequence.
What to Do If the Eyeball is Truly Stuck or Misaligned
If you have completed the full 1-minute power discharge, but the eyeball remains frozen at an irregular, crooked angle that does not match any of the 3 ideal positions, or if you hear a faint clicking sound as the internal gears attempt to turn, a physical tracking obstruction or a localized sensor fault may be blocking the movement.
Please log into our Customer Support portal to hand over your file directly to a live technical specialist:
1.Record a Continuous 1-Minute Verification Video
Place your Sterra Moon on a flat surface in a well-lit room. Record a continuous video of at least 1 minute capturing the issue.
Start the video by unplugging and plugging the machine back in, then film the start-up sequence closely to clearly capture the stuck eyeball or irregular alignment angle. Let the camera run continuously for a full minute so our engineering team can audit the mechanical behavior.
2.Submit Your Direct Support Request
Log into your account portal, attach your 1-minute video, and copy-and-paste the following message directly to our live agents:
Log in to our Customer Support Portal.
Submit a support ticket describing the issue.
Attach a short video (at least 1 minute long) showing the error happening. This will help our technical team diagnose and resolve the issue much faster for you.
📌 Support Message Template: "The eyeball on my Sterra Moon is stuck and not moving freely. I have followed the Help Center guide to power cycle the unit and check the 3 ideal positions, but the display remains frozen outside of factory baselines. I have attached the required 1-minute troubleshooting video showing the stuck assembly for immediate review by a live agent."