Troubleshooting Bluetooth Low Energy (BLE) Communications Problems on Android Devices

Manufacturer variations in implementation of the Bluetooth Low Energy Technology amongst phone and tablet manufacturers on the Android platform sometimes can 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

 

 

 

 

Associated Products: 
Communications