There are a number of different things that you an check across your phone, hardware, and app to help if you are having trouble getting a score or reading.
Adjust your Sensor Placement
Is your sensor behind your *right ear?
Atlas measures tiny electrical signals produced by your brain. To get the clearest and most reliable data, the sensor needs to sit in the spot where those signals are easiest to detect. Due to natural asymmetry in human biology, those signals are captured more consistently from the right side of the head.
Is your sensor sitting in the correct area behind your ear?
Behind your ear, you can feel a little crater that indicates where your mastoid bone begins. You’ll want to make sure the entire sensor sits on top of the bony part behind your ear. At the same time, make sure not to place the sensor too high close or on the hairline, as hair can get in the way of the sensor’s ability to pick up your brain signals.
Avoid placing directly behind the ear to avoid the sensor curling and rubbing directly into the back of the ear.
Check your Hardware Setup
For step-by-step instructions on how to properly attach your Atlas, see the article “Setting Up and Applying Your Sensor”
Atlas
Is your Atlas fully charged?
Check the top right corner of the app to see the battery percentage of your Atlas. If the battery is low (less than 15%), place Atlas on the charger to ensure that it is not running out of battery during your session. The light in front of the box will emit a solid white light to show that it’s charging.
A fully charged Atlas will emit a solid green light.
Is your Atlas locked onto the sensor correctly?
Double check that your Atlas is attached to the sensor and locked into place. If Atlas isn't solidly on the sensor, it will be unable to send your brain data to your phone. An Atlas that is properly locked into place should be difficult to gently twist on the sensor.
Sensor
Ensure your sensor is in good condition.
There are 3 oval shaped black pads, and one circular black pad on your sensor. If these have been damaged such that they are cut, peeling, or you can see exposed metal under the black pad, then you should replace your sensor with a new one. These pads are where your sensor takes readings on your skin, and damage can impact the signal.
Remove any hair stuck under your sensor.
Hair can interrupt the contact between the sensor and your skin, which inhibits the ability for us to measure the electrical activity.
Tip: take a selfie of the area behind your ear to see if any hair is caught under the sensor.
If you’re still unable to get a reading, remove Atlas and replace sensor if:
The adhesive overlapping on any of the black pads.
Carefully remove the adhesive. To prevent damage to the black pads, use a cotton swab with a little isopropyl alcohol and dab onto areas where the adhesive is overlapping on those pads.
The sensor is bent or curling, which prevents proper adhesion.
The sensor has been exposed to more moisture (exercise or shower) with little time to dry.
Adhesive
Is your adhesive in good condition?
Err on the side of replacing the adhesive if you’ve applied and removed it once already.
It may be time to replace your adhesive if:
it has not been used in a day, and dust or dirt may have gathered on it
it was previously worn for an extended period of time
it has been repeatedly exposed to moisture (exercise or shower) with little time to dry in between exposure.
Clean your skin for good adhesion.
Sometimes sweat or hair and face products (like serums, creams, lotions, oils or conditioner) can make it difficult for the adhesive to stick well behind the ear. To ensure good sensor adhesion, wash the your skin the ear with mild soap and water or rub with an alcohol wipe. Make sure the skin is fully dried before applying the adhesive.
Check your Connection
Ensure your phone is connected to the internet.
Ensure your phone is connected to Bluetooth.
Ensure your Atlas is charged above 15%.
Ensure Atlas is paired to your phone via Bluetooth.
You can check its paired status, in your phone’s bluetooth menu.
Is your Atlas paired with the app?
If Atlas is paired, in the top right corner of the home page, you should see a percentage indicating your Atlas's battery charge.
If Atlas is not connected, the top right corner of the home page would say “not connected.”
Try placing your Atlas back on the charger, which can help with pairing.
Force quit and relaunch Atlas app. Wait up to two minutes to see if the connection has improved and syncing of data had resumed (if applicable).
If you’re still having trouble with the connection, try to unpair and re-pair your Atlas
Disconnect in the app:
On the home tab go to the device menu in upper right corner.
Select "Disconnect" and confirm by selecting "Yes" on the next screen.
Disconnect in your phone:
Go to your phone’s “Settings”, click on “Bluetooth”
Under “My Devices” you should see a list of your bluetooth devices.
Find Atlas in the list, and select the “i” icon.
Select “Forget This Device.”
Go back to the Atlas app, in the device menu you should now see the "Pair Now" button. Select "Pair Now" and proceed with the pairing process.
Update your App
Are you on the latest version of the app?
Open the Testflight app
If a new version of the Atlas app is available, it will show an "Update" button
If the only option displayed is “Open”, then you are on the correct version.
Are you on the latest firmware?
Go to the device menu from the home tab in the upper right corner.
Under the "Device Information" section, "Update Available" will be listed next to Firmware
Scroll down to "Device Management" section
An "Update Firmware" button will only be visible when an update is available, select "Update Firmware"
Select "Download" and remain connected to wifi and within arm's reach of your phone
Once complete, select "Done"