Apple devices


1. Have you selected Cancel instead of Join?


Solution
1. Press the "Click to retry" option
2. When prompted, press "Join" within 30 seconds



2. Have you waited more than 30 seconds to press Join?


Solution
1. Dismiss any dialogue visible so that the app can be closed
2. Close the app fully (do not just out it in the background)
3. Wait for the probe to return to LEDs simultaneously flashing white
4. Launch the app and try again

If the problem persists
Reboot the probe and the mobile device, launch the app again.




Android devices


Info
The connection success rate for the devices specified in the compatible device list is consistently well above 90%. There are some external factors that can affect this as well as some device internal factors.


1. Do you see "Probe detected: VAXXXXXXXXX Initiating network connection" in the app but the probe has returned to LEDs flashing?


Solution
The app will eventually retry but it is quicker to fully close the app and launch it again.
 
If there is pending software upgrade for the Android device, follow the steps to download and upgrade the device and try again.
 
If the problem persists
Reboot the probe and the mobile device, launch the app and try again.