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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.

STILL HAVE AN ISSUE?

Use our community forum and report your issue in detail.

READY FOR NEXT STEPS?

Check out our tutorials to learn how to use our sensors.

NEED MORE SENSORS?

Our store features the latest offerings in our MetaSensor collection.