Troubleshooting & Getting Support
Find quick fixes and step-by-step guidance for common app issues, errors or syncing problems.
10 articles
- Assessment Support GuideA troubleshooting guide covering common issues that can come up during an OTO assessment.
- Biosensor Support GuideA step-by-step troubleshooting guide for biosensor power, charging, and attachment issues, covering everything from checking the charging light to inspecting the port and confirming readiness before an assessment.
- I've Completed a Measurement but Cannot See the ResultsExplains why a completed assessment might not show results (usually due to noisy or incomplete data) and how to check sensor orientation to fix it.
- I Have Paired the Sensor, but the App Doesn’t Detect My Heart RateTroubleshooting tips for when the sensor is paired but heart rate isn't detecting, including charging, belt placement, and electrode contact checks.
- I'm Seeing an Odd ECG Graph During the AssessmentHow to fix a noisy or unusual ECG graph by resetting the sensor and properly wetting the chest strap electrodes.
- The App Does Not Detect My DC ReadingsSteps to resolve DC cable/electrode readings not registering in the app, including resetting the sensor and testing electrode connections.
- My App Will Not DownloadQuick checks for app download issues, including internet connection, device storage, and app store settings.
- I Can't Find the App on the Apple Store / Google PlayWhat to do if you can't find the OTO app on the Apple App Store or Google Play.
- Biosensor Won’t Turn On (No Blue Light)Troubleshooting steps for when the OTO biosensor shows no blue light and won't power on.
- Biosensor Isn’t Charging (No Red Light)Troubleshooting steps for when the OTO biosensor shows no red light and doesn't appear to be charging.