{"nid":"4036","uuid":"703cf9ed-cdc6-4279-a03e-885b4ac32e21","vid":"63661","langcode":"und","revision_timestamp":"1695236991","status":"1","title":"Troubleshooting Bluetooth Low Energy (BLE) Communications Problems on Android Devices","created":"1478090451","changed":"1695236991","promote":"0","sticky":"0","default_langcode":"1","revision_default":"1","revision_translation_affected":"1","path":{"alias":"\/intemp\/resources\/tech-notes\/troubleshooting-bluetooth-low-energy-ble-communications-problems","pid":"8786","langcode":"und"},"body":"<p>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.<\/p>\r\n\r\n<p>Here are some steps to follow if you run into difficulties.<\/p>\r\n\r\n<p><strong>Error messages when attempting to discover a BLE data logger<\/strong><\/p>\r\n\r\n<ul>\r\n\t<li>Error text: \u201cIt appears you're having trouble discovering nearby devices. One common solution is to restart the application. If the problem persists, please contact Technical Support.\u201d<\/li>\r\n\t<li>Troubleshooting actions:\r\n\t<ul>\r\n\t\t<li>Toggle Bluetooth (turn on and off) on the mobile device<\/li>\r\n\t\t<li>Exit the app and then start it again<\/li>\r\n\t\t<li>Ensure that you are using the latest version of the app. Navigate to Settings -&gt; About.<\/li>\r\n\t\t<li>Ensure that the Android version on the mobile device is 4.4.4 or above<\/li>\r\n\t\t<li>Ensure your device is using Bluetooth 4.0 or greater<\/li>\r\n\t<\/ul>\r\n\t<\/li>\r\n\t<li>Additional troubleshooting actions:\r\n\t<ul>\r\n\t\t<li>Using the Android multitasking button, close the app. Start the app again and see if the scan error persists.<\/li>\r\n\t\t<li>Force stop the app, as follows: Navigate to Android settings -&gt; Applications -&gt; Application Manager ( for Samsung devices) -&gt; tap on the InTemp App. Tap on \u201cForce Stop.\u201d<\/li>\r\n\t\t<li>If error still persists, restart the mobile device.<\/li>\r\n\t<\/ul>\r\n\t<\/li>\r\n<\/ul>\r\n\r\n<p><strong>Error messages when trying to connect to a BLE Logger<\/strong><\/p>\r\n\r\n<ul>\r\n\t<li>Error text (there are two error messages):\r\n\t<ul>\r\n\t\t<li>\u201cIt seems you're having trouble connecting to a device. We can toggle your Bluetooth radio to try and resolve this issue. Toggle Bluetooth?\u201d<\/li>\r\n\t\t<li>\u201cWe'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?\u201d<\/li>\r\n\t<\/ul>\r\n\t<\/li>\r\n\t<li>This error happens when:\r\n\t<ul>\r\n\t\t<li>Connection to a logger fails due to a Bluetooth error<\/li>\r\n\t\t<li>Trying to connect to a logger that has an active connection (this is usually specific to Samsung phone\/tablet)<\/li>\r\n\t<\/ul>\r\n\t<\/li>\r\n\t<li>Troubleshooting actions:\r\n\t<ul>\r\n\t\t<li>Toggle Bluetooth (turn on and off) on the mobile device<\/li>\r\n\t\t<li>Exit the app and then start it again<\/li>\r\n\t\t<li>Ensure that you are using the latest version of the app. Navigate to Settings -&gt; About.<\/li>\r\n\t\t<li>Ensure that the Android version on the mobile device is 4.4.4 or above<\/li>\r\n\t\t<li>Ensure your device is using Bluetooth 4.0 or greater<\/li>\r\n\t<\/ul>\r\n\t<\/li>\r\n\t<li>Additional Troubleshooting Actions:\r\n\t<ul>\r\n\t\t<li>Wifi:\r\n\t\t<ul>\r\n\t\t\t<li>Turn off\/on Wifi<\/li>\r\n\t\t<\/ul>\r\n\t\t<\/li>\r\n\t\t<li>Unpair Bluetooth devices:\r\n\t\t<ul>\r\n\t\t\t<li>Go to settings\/Bluetooth and scan for devices to unpair; select a device to unpair<\/li>\r\n\t\t\t<li>Unpair existing paired Bluetooth devices<\/li>\r\n\t\t\t<li>Tap on the settings for the devices under \u201cPaired Devices\u201d and tap on Forget or Unpair<\/li>\r\n\t\t\t<li>Repeat these steps for all paired devices<\/li>\r\n\t\t\t<li>Try to connect to a logger again<\/li>\r\n\t\t\t<li><strong>WARNING<\/strong> After troubleshooting, you will have to pair your Bluetooth devices again for them to work with this phone\/tablet<\/li>\r\n\t\t<\/ul>\r\n\t\t<\/li>\r\n\t\t<li>Pair to only one Mac address:\r\n\t\t<ul>\r\n\t\t\t<li>Navigate to Android Settings -&gt; Bluetooth<\/li>\r\n\t\t\t<li>Pair with only one of the Mac addresses available<\/li>\r\n\t\t\t<li>Tap on the settings for the devices under \u201cPaired Devices\u201d and tap on Forget or Unpair<\/li>\r\n\t\t\t<li>Repeat these steps for all paired devices except one<\/li>\r\n\t\t\t<li>Try to connect to a logger again<\/li>\r\n\t\t\t<li><strong>WARNING<\/strong> After troubleshooting, you will have to pair your Bluetooth devices again for them to work with this phone\/tablet<\/li>\r\n\t\t<\/ul>\r\n\t\t<\/li>\r\n\t\t<li>Force stop the app &amp; restart mobile device:\r\n\t\t<ul>\r\n\t\t\t<li>Navigate to Android settings -&gt; Applications -&gt; Application Manager -&gt; InTemp or HOBOmobile (for Samsung devices)<\/li>\r\n\t\t\t<li>Tap on the InTemp or HOBOmobile app<\/li>\r\n\t\t\t<li>Tap on \u201cForce Stop\u201d<\/li>\r\n\t\t\t<li>Restart the mobile device<\/li>\r\n\t\t\t<li>Try to connect to a logger again<\/li>\r\n\t\t<\/ul>\r\n\t\t<\/li>\r\n\t<\/ul>\r\n\t<\/li>\r\n<\/ul>\r\n\r\n<p style=\"margin-left:109.5pt;\">&nbsp;<\/p>\r\n\r\n<p style=\"margin-left:2.0in;\">&nbsp;<\/p>\r\n\r\n<p style=\"margin-left:2.0in;\">&nbsp;<\/p>\r\n\r\n<p>&nbsp;<\/p>\r\n","applications":["Building Performance"],"archive_resource":"0","associated_products":["MX1101","MX1102","MX1102A","MX2001","MX2501"],"brand":"InTemp","documentation_hoboconnect":"0","documentation_intemp_app":"0","documentation_is_datasheet":"0","hoboconnect_docs_sorting":"0","hobomobile_docs_sorting":"0","intemp_cx_docs_sorting":"0","product_family_series":"MX Family","resource_topic":["Troubleshooting & Maintenance"],"resource_type":"Tech Note","tech_note_audience":["External"],"tech_note_type":["Communications"]}