Manufacturer variations in implementation of the Bluetooth Low Energy Technology among phone and tablet manufacturers on the Android platform can sometimes cause discovery/connection issues with Onset BLE loggers.

Here are some steps to follow if you run into difficulties.

Error messages when attempting to discover a BLE data logger

  • Error text: “It appears you're having trouble discovering nearby devices. One common solution is to restart the application. If the problem persists, please contact Technical Support.”
  • Troubleshooting actions:
    • Toggle Bluetooth (turn on and off) on the mobile device
    • Exit the app and then start it again
    • Ensure that you are using the latest version of the app. Navigate to Settings -> About.
    • Ensure that the Android version on the mobile device is 4.4.4 or above
    • Ensure your device is using Bluetooth 4.0 or greater
  • Additional troubleshooting actions:
    • Using the Android multitasking button, close the app. Start the app again and see if the scan error persists.
    • Force stop the app, as follows: Navigate to Android settings -> Applications -> Application Manager ( for Samsung devices) -> tap on the InTemp App. Tap on “Force Stop.”
    • If error still persists, restart the mobile device.

Error messages when trying to connect to a BLE Logger

  • Error text (there are two error messages):
    • “It seems you're having trouble connecting to a device. We can toggle your Bluetooth radio to try and resolve this issue. Toggle Bluetooth?”
    • “We're still having trouble connecting to a device. We can toggle your Bluetooth radio again to try to resolve this issue. After toggling Bluetooth, power cycle your device. If the problem persists, please contact Technical Support. Toggle Bluetooth?”
  • This error happens when:
    • Connection to a logger fails due to a Bluetooth error
    • Trying to connect to a logger that has an active connection (this is usually specific to Samsung phone/tablet)
  • Troubleshooting actions:
    • Toggle Bluetooth (turn on and off) on the mobile device
    • Exit the app and then start it again
    • Ensure that you are using the latest version of the app. Navigate to Settings -> About.
    • Ensure that the Android version on the mobile device is 4.4.4 or above
    • Ensure your device is using Bluetooth 4.0 or greater
  • Additional Troubleshooting Actions:
    • Wifi:
      • Turn off/on Wifi
    • Unpair Bluetooth devices:
      • Go to settings/Bluetooth and scan for devices to unpair; select a device to unpair
      • Unpair existing paired Bluetooth devices
      • Tap on the settings for the devices under “Paired Devices” and tap on Forget or Unpair
      • Repeat these steps for all paired devices
      • Try to connect to a logger again
      • WARNING After troubleshooting, you will have to pair your Bluetooth devices again for them to work with this phone/tablet
    • Pair to only one Mac address:
      • Navigate to Android Settings -> Bluetooth
      • Pair with only one of the Mac addresses available
      • Tap on the settings for the devices under “Paired Devices” and tap on Forget or Unpair
      • Repeat these steps for all paired devices except one
      • Try to connect to a logger again
      • WARNING After troubleshooting, you will have to pair your Bluetooth devices again for them to work with this phone/tablet
    • Force stop the app & restart mobile device:
      • Navigate to Android settings -> Applications -> Application Manager -> InTemp or HOBOmobile (for Samsung devices)
      • Tap on the InTemp or HOBOmobile app
      • Tap on “Force Stop”
      • Restart the mobile device
      • Try to connect to a logger again

 

 

 

 

Categories

Tech Note
Troubleshooting & Maintenance