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My mobile device won't connect with my Apollo wearable

  • Updated

Troubleshooting Connectivity with Application version 2.3.0 & Newer

Step 1: Check Bluetooth, Apollo device battery/charge and perform any app updates

1. Ensure Bluetooth is turned on the phone

  • Go to your mobile device’s settings and ensure Bluetooth is turned on
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2. Ensure Bluetooth is enabled/turned on for the Apollo mobile app

  • Go to your mobile device’s settings
  • iOS: Scroll to the bottom where installed apps are listed and tap the Apollo mobile app, ensuring Bluetooth is turned on
  • Android: Tap “Apps”, tap the Apollo mobile app from the list, tap “Permissions”, select “Location”, ensuring the “Don’t allow” option is NOT selected
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3. Ensure the Apollo device is within 20 feet of the mobile device you are using

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4. Determine if the Apollo device has adequate charge

    • With the device unplugged, Press the raised dot button once. 
      1. If color is blue or green, you have adequate charge
      2. If color is red or no light displays, then charge for 30+ mins.

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5. Upgrade your Apollo mobile app if required

    • Go to your mobile device’s App Store, search for “Apollo Neuro” and download/install the update if one is available.

 

Step 2: Perform “Connectivity Troubleshooting” steps

Option 1 (When the button with the raised dot displays a green light):

1. Factory reset the Apollo wearable.

    • Press and hold both buttons on the device for ~10 seconds. After 5 seconds, the light will turn yellow; after 10s, the light will turn red. When the light turns red, release both buttons. 

2. Reopen the Apollo mobile app.

3. Tap the connection bar from the home screen that says “Apollo Not Connected”

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4. Tap “I factory reset my Apollo” and follow the instructions presented

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    • Device firmware 1.4.xx or higher: Press the raised dot button once on the wearable to start the pairing process. The light should blink blue.
      • Accept any Bluetooth pairing/permission requests
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      • Device firmware lower than 1.4.xx:
        • Remove/Forget the Apollo wearable from the phone’s Bluetooth settings.
        • Go to your mobile device’s settings
        • iOS: Tap “Bluetooth”, tap the “i” icon next to the Apollo device, tap “Forget This Device”
        • Android: Tap “Connected devices”, tap the “gear” icon next to the Apollo device, tap “Forget”
        • Press the raised button on the wearable to start the pairing process. The light should blink blue.
        • Accept any Bluetooth pairing/permission requests
 mceclip13.png

 

5. Reopen the Apollo mobile app.

6. If the wearable doesn’t connect after trying the above, repeat from Option 1 step 1 again.

Does the app and device connect? If not proceed to Option 2...

 

Option 2:

  1. Force close the Apollo mobile app ensuring it is not running in the background (Directions on how to Force Close here)
  2. Reopen the Apollo mobile app. 

Does the app and device connect? If not proceed to Option 3...

 

Option 3 (Nothing is working…still can’t connect to device)

1. Uninstall Apollo Neuro mobile app.

2. Go to your mobile device’s App Store, search for “Apollo Neuro” and download/reinstall the Apollo mobile app

3. Reinstall Apollo Neuro mobile fresh from the app store

4. Factory reset the Apollo wearable.

    • Press and hold both buttons on the device for ~10 seconds. After 5 seconds, the light will turn yellow; after 10s, the light will turn red. When the light turns red, release both buttons. 

 

    • Device firmware 1.4.xx or higher: Press the raised dot button once on the wearable to start the pairing process. The light should blink blue.
      • Accept any Bluetooth pairing/permission requests
 mceclip12.png

 

      • Device firmware lower than 1.4.xx:
        • Remove/Forget the Apollo wearable from the phone’s Bluetooth settings.
        • Go to your mobile device’s settings
        • iOS: Tap “Bluetooth”, tap the “i” icon next to the Apollo device, tap “Forget This Device”
        • Android: Tap “Connected devices”, tap the “gear” icon next to the Apollo device, tap “Forget”
        • Press the raised button on the wearable to start the pairing process. The light should blink blue.
        • Accept any Bluetooth pairing/permission requests
 mceclip13.png

 

6. Reopen the Apollo mobile app.

7. Press the raised dot button once on the wearable to start the pairing process. 

    • The light on the wearable should blink blue
    • Accept any Bluetooth pairing/permission requests

Does the app and device connect? If not proceed to Option 4...

 

Option 4: Submit a ticket or send an email to Support@ApolloNeuro.com

 

Troubleshooting Connectivity with App 2.2.x

Step 1: Check Bluetooth, Apollo device battery/charge and perform any app updates

  1. Ensure Bluetooth is turned on the phone
    • Go to your mobile device’s settings and ensure Bluetooth is turned on
  2. Ensure Bluetooth is enabled/turned on for the Apollo mobile app
    • Go to your mobile device’s settings
    • iOS: Scroll to the bottom where installed apps are listed and tap the Apollo mobile app, ensuring Bluetooth is turned on
    • Android: Tap “Apps”, tap the Apollo mobile app from the list, tap “Permissions”, select “Location”, ensuring the “Don’t allow” option is NOT selected
  3. Ensure the user’s Apollo device is within 20 feet of their mobile device
  4. Determine if the Apollo device has adequate charge
    • With the device unplugged, Press the raised dot button once
      1. If color is blue or green, you have adequate charge
      2. If color is red or no light, then charge for 30 mins+.
  5. Upgrade the user’s Apollo mobile app if required
    • Go to your mobile device’s App Store, search for “Apollo Neuro” and download/install the update if one is available.

Step 2: Perform “Connectivity Troubleshooting” steps

Option 1 (When the button with the raised dot displays a green light):

  1. Factory reset the Apollo wearable.
    • Press and hold both buttons on the device for ~10 seconds. After 5 seconds, the light will turn yellow; after 10s, the light will turn red. When the light turns red, release both buttons.
  2. Remove/Forget the Apollo wearable from the phone’s Bluetooth settings.
    • Go to your mobile device’s settings
    • iOS: Tap “Bluetooth”, tap the “i” icon next to the Apollo device, tap “Forget This Device”
    • Android: Tap “Connected devices”, tap the “gear” icon next to the Apollo device, tap “Forget”
  3. Press the raised dot button once on the wearable to start the pairing process
    • The light on the wearable should blink blue
    • Accept any Bluetooth pairing/permission requests
  4. Reopen the Apollo Application

Does the app and device connect? If not proceed to Option 2...

 

Option 2 (When the button with the raised dot displays a flashing blue light and the Apollo still is not connecting): 

  1. Detach the Apollo device from the app
    • Tap the connection/battery bar from within the Apollo mobile app
    • Tap the “3 dots” in the upper right corner
    • Tap “Detach this Apollo”

  2. Force close the Apollo mobile app ensuring it is not running in the background (Directions on how to Force Close here)
  3. Remove/Forget the Apollo wearable from the phone’s Bluetooth settings.
    • Go to your mobile device’s settings
    • iOS: Tap “Bluetooth”, tap the “i” icon next to the Apollo device, tap “Forget This Device”
    • Android: Tap “Connected devices”, tap the “gear” icon next to the Apollo device, tap “Forget”

  4. Reopen the Apollo mobile app.
  5. Press the raised dot button once on the wearable to start the pairing process. 
    • The light on the wearable should blink blue
    • Accept any Bluetooth pairing/permission requests

Does the app and device connect? If not proceed to Option 3...

 

Option 3:

  1. Force close the Apollo mobile app ensuring it is not running in the background (Directions on how to Force Close here)
  2. Reopen the Apollo mobile app. 

Does the app and device connect? If not proceed to Option 4...

 

Option 4 (Nothing is working and you still can’t connect to device)

  1. Uninstall Apollo Neuro mobile app.
  2. Go to your mobile device’s App Store, search for “Apollo Neuro” and download/reinstall the Apollo mobile app
  3. Reinstall Apollo Neuro mobile fresh from the app store
  4. Factory reset the Apollo wearable.
    • Press and hold both buttons on the device for ~10 seconds. After 5 seconds, the light will turn yellow; after 10s, the light will turn red. When the light turns red, release both buttons. 
  5. Remove/Forget the Apollo wearable from the phone’s Bluetooth settings.
    • Go to your mobile device’s settings
    • iOS: Tap “Bluetooth”, tap the “i” icon next to the Apollo device, tap “Forget This Device”
    • Android: Tap “Connected devices”, tap the “gear” icon next to the Apollo device, tap “Forget”
  6. Reopen the Apollo mobile app.
  7. Tap the raised button on the wearable to start the pairing process. 
    • The light on the wearable should blink blue
    • Accept any Bluetooth pairing/permission requests

Does the app and device connect? If not proceed to Option 5...

 

Option 5: Submit a ticket or send an email to Support@ApolloNeuro.com

 

 

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