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My mobile device won't connect with my Apollo

  • Updated

Causes can vary as to why your mobile device may be unable to connect to your Apollo - recent updates to your device's operating system and apps, Bluetooth settings, poor signals, or low battery - just to name a few.

If you have successfully connected your Apollo and mobile device before, then continue reading the instructions below.

If this is your very first time connecting your Apollo and mobile device, we recommend reviewing these instructions instead.

When you open the Apollo app, if it won't progress past the scanning or connection screen, we recommend trying each of the following steps to re-establish connection.

Note: When connecting your devices, we recommend having your Apollo charged to at least 25% battery capacity. If you're unsure how much of a charge your Apollo has, first plug it in to charge for up to 2 hours.

 

1. "Force Stop" the Apollo mobile app

"Force Stop" or fully close the Apollo mobile app on your phone or tablet, then restart the app.

For iPhone

  1. Double-click the Home button to show your most recently used apps
  2. Swipe right or left to find the Apollo app
  3. Swipe up on the Apollo app preview to close the app
  4. Reopen the Apollo app and try connecting

* For iPhone models 9 or newer, please follow these instructions.

For Android

  1. Open the Settings and tap 'Apps & Notifications'
  2. Tap 'See All Apps' and then locate the Apollo app
  3. Select the Apollo app and choose 'Force Stop'
  4. Reopen the Apollo app and try connecting

If this fails to restore your connection, try Step 2 -

 

2. Toggle your Bluetooth setting off-and-on

If restarting the Apollo mobile app didn't work, try:

  1. Closing the Apollo mobile app
  2. Turning off your mobile device's Bluetooth feature - wait 10 seconds - then turn it back on again.
  3. Reopen the Apollo mobile app

If this fails to restore your connection, try Step 3 -

 

3. Uninstall and reinstall the Apollo mobile app

Several customers report this resolves connection issues, especially after updating their mobile app or Apollo firmware.

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4. Detach your current connection

If you've successfully connected before, resetting the connection between your mobile device and the Apollo can often resolve surprise Bluetooth issues.

On the screen that says "Connecting to your Apollo", click the stack of Three Dots in the upper-left corner.

apollo_scanning.jpg

Next click "Detach your Apollo".

apollo_detach.jpg

Your original connection should now be severed.

You should now see a "Connecting to your Apollo" screen. After a few seconds on this screen, you should get a pairing request from your mobile device. Tap "Pair" once you get the request to pair your Apollo to your mobile device.

If the pairing request doesn't appear after a few seconds...

This probably means your Apollo isn't talking to your mobile device. To fix this, press the raised-dot button on your Apollo once. The light will blink blue, indicating that your Apollo is talking to your mobile device.

If your connection screen says "Your Apollo has been factory reset"...

Follow the on-screen instructions to forget the "Apollo" in your device's Bluetooth settings. Then re-open the mobile app to continue with connecting.

 

None of that worked...

If none of the previous techniques helped, our last recommendation is to perform a Factory Reset on the Apollo. 

If you continue to have issues with your connection, please contact our Customer Service team and we'll assist you in finding the best solution.

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