The LEDs on the board DO NOT automatically turn on. LEDs are NOT an indicator of your MetaSensor status.
Your Smartphone must be Bluetooth 4.0 compliant (or newer).
Make sure Bluetooth is ON. Check your phone settings.
Debug with the latest iOS phone or Android device (iPhone 7 or later). If one device doesn’t work, try another!
Delete the MetaBase App and download the latest version.
Debug one MetaSensor at a time (put all other Bluetooth devices out of reach).
Check to see if the battery is puffy (if it is, file a ticket).
Do not open the case as this may damage your board!
All MetaSensors are shipped in sleep mode to conserve battery.
Did you press the button to wake it up? Did you plug it in or insert the battery to wake it up?
Pressing the button too long can cause the board to reset so please wait 30 seconds and your device will be visible by your Smartphone.
Try to attempt a connection with a device for at least 50 seconds.
Do not use your phone menu to connect to the sensor, use the MetaBase App ONLY.
Charge compatible devices using a micro-USB cable and AC adapter.
Charge your device for a MINIMUM of 40 minutes.
The USB port is for power only, it does not transfer data!
Leave it plugged in as you debug.
Make sure your charging cable and AC adapter are working by first testing it on another device. Please use UL certified devices.
Use a fresh new battery! You can buy additional coin cell batteries on Amazon or on our store.
Insert the CR2032 or CR2450 battery (+) side up.
Connect to your device using the MetaBase App and update the firmware.
Run a diagnostic scan and email us the results.
If your device is in MetaBoot mode, it may automatically update (let it finish).
If you cannot connect via the MetaBase App:
Plug in the micro-USB cable or insert in a new 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, connect to your device using the MetaBase App.
If your device is completely unresponsive after following all 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.
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.
Please note this process may void the warranty. This step is for professionals ONLY!
Try to see if you can detect the MetaSensor using a Bluetooth scanner App or the Nordic App (iOS or Android).
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.
MetaSensors have a 30 day limited warranty (free DOA replacement or repair).
We may require you to submit a Diagnostic report, Photos, and Videos. Have this information ready.
DEVICES OUT OF WARRANTY OR RETURNED WITHOUT AN RMA # WILL NOT BE ACCEPTED.
For devices out of warranty, we provide a flat fee repair option on our store.