TROUBLESHOOTING

GENERAL ITEMS

Checklist to make sure your MetaSensor is working:

  • The LEDs on the board DO NOT automatically turn on.
  • LEDs are NOT an indicator of your MetaSensor status.
  • Make sure Bluetooth is ON. Check your phone settings.
  • Delete the MetaBase App and download the latest version.
  • Check to see if the battery is puffy or too low.
  • Do not force open the case as this may damage your board!

WAKE IT UP

All MetaSensors are shipped in sleep mode to conserve battery:

  • Plug it in to wake it up.
  • You can also press the button to wake it up.
  • It can take up to 40 seconds for a device to connect to your phone the first time. Be patient.
  • Do not use your phone menu to connect to the sensor, use our Apps or APIs ONLY!

KEEP IT CHARGED

It’s important to keep your MetaSensor charged:

  • Charge compatible devices using a micro-USB cable and AC adapter.
  • Charge your device for a MINIMUM of 40 minutes.
  • Use a UL certified cable and adapter to charge your MetaSensor.
  • The USB port is for power only, it does not transfer data (except for the MMS).
  • Leave it plugged in as you debug or troubleshoot.

UPDATE IT

It’s important to keep your MetaSensor updated:

  • Connect to your device using the MetaBase App and update the firmware.
  • If you have an issue, run a diagnostic scan and send us the results on the forum.
  • If your device is in MetaBoot mode, wait 60 seconds for it to return to normal.
  • If your device is stuck in MetaBoot, try to update its firmware.
  • If your device is still stuck in MetaBoot, it may be a problem with your smartphone. Please try a different smartphone (phones cache the MetaBoot state even when the device is working properly).

PERFORM A SOFT RESET

How to reset your device if you cannot connect to it:

  • Plug in the micro-USB cable or insert the coin-cell battery at the same time that you press down the button on the device.
  • Release the button only once the USB cable or battery has been fully inserted (device should be charging/powered).
  • This will cause the device to reset for 60 seconds.
  • After waiting 1 minute, connect to your device using the MetaBase App.
  • If you are using the MetaBase App, you may consider deleting the App and doing a fresh install.

PERFORM A HARD RESET

This should be done ONLY when recommended by our team.

If your device is unresponsive after following the previous steps, you can perform a hard reset:

  • Use conductive material such as a wire or tweezers and short any PWR and GND pins on the board while the device is powered (preferably plugged in).
  • Please refer to the datasheet to find the best PWR and GRD pins on the device to short.
  • Success will be indicated by a dimly flashing LED during the shorting process. You should short the pins for 1ms.
  • Please note this process may void the warranty. This step is for professionals ONLY! Damage may result from this.
  • Try connecting again after this step.

Warranty

We offer a 30 day limited warranty.

  • MetaSensors have a 30 day limited warranty (free DOA replacement or repair). Some exchanges allowed.
  • DEVICES OUT OF WARRANTY OR RETURNED WITHOUT AN RMA # WILL NOT BE ACCEPTED.
  • If you have an issue with your order (before using the MetaSensor), please email us.
  • If you have an issue with your MetaSensor (upon usage), go to our community forum. All issues must be reported and documented on our forum.
  • On the forum, please submit a Diagnostic report, Photos, and Videos of your issue.

TROUBLESHOOTING

Additional check to perform if you have issues with your MetaSensor:

  • Try to see if you can detect the MetaSensor using a Bluetooth scanner App or the Nordic App (iOS or Android).
  • You can also check if your MetaSensor is advertising by using your phone's Bluetooth scanner.
  • IF THE METASENSOR IS ADVERTISING, IT IS WORKING. This means the issue is with the App, APIs, or some other software.
  • Try to use a different device. If your iPhone is not working, try an iPad or Android phone instead.
  • Inspect the unit for physical damage. Look for physical defects or abuse. Do not open the case unless our team has asked you to do so.