It's common for users to have trouble connecting to the device, be it via Bluetooth mode or via Online mode, this article aims to help you troubleshoot the device, connections and more before contacting Technical Support.
Step 1: Identify which mode is having issues.
If your Handy device is experiencing connection issues, it's important to understand where it potentially is failing before trying anything, this is to avoid wasting time with tests that may be unrelated to your issue.
Currently, the Handy will showcase the modes in the following methods in each Firmware version:
Firmware 3
Online Mode: Pink LED
Bluetooth Mode: Dark Blue LED
Firmware 4.0.13 and earlier
Online Mode: Pink LED
Bluetooth Mode: Green LED
Bluetooth + Online Mode: Blue and Pink LED
Firmware 4.0.14 and later
Online Mode: Pink LED
Bluetooth Mode: Blue LED
Bluetooth + Online Mode: Blue and Pink LED
Step 2: Identifying the root issue
Now that we understand the Handy modes, we need to check where the root issue is. If you're having issues after just purchasing your new device, it's recommended to skip this step
If you're on Firmware 3: Try connecting via Bluetooth to the Handyverse app or handyfeelinng.com and then try entering Online mode and check if your device is able to enter a slow blinking pink LED status.
If you are able to connect to the app or website but not online, your network is the root cause. If you can't connect to the app but the Handy enters Online mode with no errors, your Bluetooth connection may be at fault.
If you on Firmware 4: Try connecting via Bluetooth to the Handy Onboarding App and then try entering Online mode and check if your device is able to enter a slow blinking pink LED OR a Blue and Pink LED status.
If you are able to connect to the app but not online, your network is the root cause. If you can't connect to the app but the Handy enters Online mode with no errors, your Bluetooth connection may be at fault.
Step 3: Troubleshooting
Follow these steps to attempt to resolve the issue based on the root issue.
Online Mode
Make sure your network is properly configured, using 2.4 Ghz as the Handy cannot use 5 Ghz
Try using your Mobile Data Hotspot to troubleshoot if the issue lies in your device or in your network.
Reset your modem or networking gear
Make sure you WPA settings are not interfering with the connection
Check if your ISP has blocked the connection
Check if MAC Addresses are not being overlapping.
Bluetooth Mode
Reinstall the Handy App: Uninstall the Handy app from your phone/device and reinstall it. Once reinstalled, clear the app cache to ensure no old settings or errors remain.
Switch to Another Device: If rebooting the app does not help, try using a different smartphone or compatible device to set up the connection again. Sometimes, device compatibility can interfere with connectivity.
Ensure that location services are enabled on your device, depending on the operating system this may cause issues.
Restart your Mobile Device: This resets all cached data, so make sure to fully turn off and then turn it back on instead of restarting the phone.
When to Contact Support
If these troubleshooting steps do not resolve the issue, it may be helpful to reach out to support for further diagnosis. They can assist in identifying firmware or hardware-specific problems and provide advanced solutions tailored to your issue.