Failure Bluetooth General Troubleshooting Steps

Step 1: Basic Troubleshooting (Required for Every Case)

Please confirm that every customer has completed the following steps before escalating:

1、Restart Your Phone: Try restarting your phone to reset any potential glitches or conflicts.

2、Reinstall the App: Delete the app from your device and download it again. During the process of reinstalling the APP, if the system prompts for the APP permissions that need to be obtained, please click "Allow" for all of them.

3、Proximity Between Sensor and Phone: Keep the sensor and your phone within 6 meters of each other for optimal connectivity.

If the issue is resolved after these steps, no further action is needed.

 

Step 2: Complex Bluetooth Issues – Check App & Environment Settings

If the above steps do not resolve the issue, please guide the customer to verify the following:

• You have downloaded the correct app (English version has a green icon)
• Your app is updated to the latest version
• The sensor is already applied to your arm before attempting to connect
• Keep the sensor and phone within 6 meters (20 feet) of each other
• Grant all app permissions, especially Bluetooth, Camera, and Location
• Ensure you have sufficient storage space on your phone
• If entering the pairing code manually, use uppercase letters (note: digit 0 vs. letter O)
• Ensure you have a good internet connection
• System requirements: iOS 13.0 or higher / Android 8.0 or higher
• Battery level > 20%

 

Step 3: Advanced Diagnosis – Two Final Checks

If the issue persists, determine whether it is a phone compatibility or sensor defect issue.

Compatibility check: Ask the customer to try connecting to a different phone. This quickly identifies compatibility problems.

Sensor check: Ask the customer to search for the sensor's Bluetooth signal while wearing it.

• Android: Check native Bluetooth device list
• 
• iPhone: Use a third-party app (e.g., nRF Connect)

 

Step 4: Escalation & Reporting

If the same phone model shows frequent connection issues after the customer completes the final two checks, please report this to us for compatibility testing.

If multiple sensor issues are observed (e.g., Bluetooth signal cannot be found across several sensors), please collect the sensor information and report it to us for further investigation.