MBIENTLAB

Support

Troubleshooting

Most issues come down to sleep mode, charge or firmware. Work through these checklists before contacting us.

General items

A checklist to make sure your MetaSensor is working.

  • The LEDs on the board do not turn on automatically.
  • LEDs are not an indicator of your MetaSensor's status.
  • Make sure Bluetooth is on. Check your phone settings.
  • Delete the MetaWear app and download the latest version.
  • Check whether the battery is puffy or too low.
  • Do not force open the case, as this may damage your board.

Wake it up

All MetaSensors ship 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's Bluetooth 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 on the MMS).
  • Leave it plugged in while you debug or troubleshoot.

Update it

It's important to keep your MetaSensor updated.

  • Connect to your device using the MetaWear 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 it is still stuck in MetaBoot, the problem may be your smartphone, since phones cache the MetaBoot state even when the device is working properly. Try a different smartphone.

Perform a soft reset

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

  1. Plug in the micro-USB cable or insert the coin-cell battery while pressing down the button on the device.
  2. Release the button only once the USB cable or battery is fully inserted (the device should be charging or powered).
  3. The device resets for 60 seconds.
  4. After waiting 1 minute, connect to your device using the app.
  5. If that fails, consider deleting the app and doing a fresh install.

Perform a hard reset

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

Only do this when our team recommends it. This step is for professionals only, may damage the board, and may void the warranty.

  1. Use conductive material such as a wire or tweezers to short any PWR and GND pins on the board while the device is powered (preferably plugged in).
  2. A dimly flashing LED during the shorting process indicates success. Short the pins for 1 ms.
  3. Try connecting again.

Additional checks

More to check if you still have issues with your MetaSensor.

  • Try to detect the MetaSensor with a Bluetooth scanner app such as nRF Connect from Nordic (iOS or Android).
  • You can also check whether your MetaSensor is advertising with your phone's Bluetooth scanner.
  • If the MetaSensor is advertising, it is working. The issue is with the app, APIs, or other software.
  • Try a different device. If your iPhone is not working, try an iPad or Android phone instead.
  • Inspect the unit for physical damage or defects. Do not open the case unless our team has asked you to.

Warranty

We offer a 30-day limited warranty.

  • MetaSensors have a 30-day limited warranty (free DOA replacement or repair). Some exchanges are allowed.
  • Devices out of warranty or returned without an RMA number will not be accepted.
  • If you have an issue with your MetaSensor during use, report it on our community forum. All issues must be reported and documented there.
  • On the forum, please submit a diagnostic report, photos, and videos of your issue.

Still have an issue?

Report it in detail with a diagnostic report, photos and video, and we will take a look.

hello@mbientlab.com

Ready for next steps?

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

Tutorials