Causes can vary as to why your mobile device may be unable to connect to your Apollo Neuro - 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 Neuro and mobile device before, then continue reading the instructions below. If this is your very first time connecting your Apollo Neuro and mobile device, we recommend reviewing these instructions instead.
When you open the Apollo Neuro app, if it won't progress past the scanning or connection screen, we recommend trying each of the following steps to re-establish the connection.
Note: When connecting your devices, we recommend having your Apollo Neuro charged to at least 25% battery capacity. If you're unsure how much of a charge your Apollo Neuro has, first plug it in to charge for up to 2 hours.
1. "Force Stop" the Apollo Neuro mobile app
"Force Stop" or fully close the Apollo Neuro mobile app on your phone or tablet, then restart the app.
For iPhone X and later
- From the Home Screen, swipe up from the bottom of the screen and pause in the middle of the screen.
- Swipe right or left to find the Apollo Neuro app
- Swipe up on the Apollo Neuro app preview to close the app
- Reopen the Apollo Neuro app and try connecting
iPhone SE, iPhone 8 and earlier, and iPod touch
- Double-click the Home button to show your most recently used apps.
- Swipe right or left to find the Apollo Neuro app
- Swipe up on the Apollo Neuro app preview to close the app
- Reopen the Apollo Neuro app and try connecting
For Android
- Open the Settings and tap Apps & Notifications
- Tap See All Apps and then locate the Apollo Neuro app
- Select the Apollo Neuro app and choose Force Stop
- Reopen the Apollo Neuro 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:
- Close the Apollo Neuro mobile app
- Turn off your mobile device's Bluetooth feature, wait 10 seconds, then turn it back on again.
- Re-open the Apollo Neuro mobile app
If this fails to restore your connection, try Step 3.
3. Sign out of your Apollo Neuro account, then uninstall and reinstall the Apollo Neuro mobile app
Several customers report this resolves connection issues, especially after updating their mobile app or Apollo Neuro firmware.
4. Detach your current connection
If you've successfully connected before, resetting the connection between your mobile device and the Apollo Neuro can often resolve surprise Bluetooth issues.
1. On the screen that says "Connecting to your Apollo", tap the three dots button in the upper-right corner.
2. Tap Detach your Apollo.
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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