Help & Troubleshooting

Issue

Resolution

Application will not start

Delete and reinstall the app. Check for application updates in the applicable digital distribution platform (Application store & Play Store).

Application crashes

Close the application and restart the app. Check for application updates in the applicable digital distribution platform (Application store & Play Store).

Application cannot connect to a device Device does not appear in the device list, or does not appear in the “Ready to Connect” section

● Ensure the device is turned on and in the same room, within 4 meters of the mobile device.

● Ensure the device’s LCD is not displaying any warning.

● Ensure your mobile device has Bluetooth turned on.

● Ensure your mobile device has network connectivity Active / ON (WiFI or cellular connection).

● Ensure the device is not already connected to another app. Ensure that the Bluetooth logo is not displayed on the device’s LCD

● Refresh the device list by “pulling down”.

If the steps above are not successful. Close and restart the app. Check for application updates in the applicable application store.

Application cannot connect to a device When a device entry is pressed, the application displays the device’s pressure chart instead of connecting via Bluetooth.

Ensure the device entry appears in the “Ready to Connect” section before pressing it.

If the device entry is not in the “Ready to Connect” section, refer to “Device does not appear in the device list, or does not appear in the “Ready to Connect” section” above.

Application cannot connect to a device An error is displayed upon connection

● Ensure the device is turned on and in the same room, within 4 meters of the mobile device.

● Ensure the device’s LCD is not displaying any warning.

● Ensure your mobile device has network connectivity turned ON (WIFI or cellular connection).

● Open your mobile device’s Bluetooth settings and ”forget” the appropriate device.

● Connect by pressing the device entry under the “Ready To Connect” section of the active devices list.

If the steps above are not successful, close and restart the app.

Check for application updates in the applicable digital distribution platform (Application store & Play Store).

Cannot find a device turned on more than 24 hours ago.

● Ensure your mobile device has network connectivity (WIFI or cellular connection).

● Ensure the inactive devices list is currently displayed. Press the left tab on the main application screen.

● Refresh the device list by “pulling down”.

If not successful, it may indicate that MY01 service is undergoing maintenance or is unavailable. Please try again later.

Application displays “Bluetooth is off.”

Turn on Bluetooth on your mobile device. If not successful, close the application and restart it.

Application displays “Bluetooth is not supported on this mobile device.”

Ensure you are using a Bluetooth 4.2 compatible mobile device. For the latest list of compatible mobile device open the in-application help center or visit https://help.my01.io/

Application opens but cannot login

● Ensure your mobile device has network connectivity (WIFI or cellular connection).

● Try to re-enter your credentials. You can use the “eye” icon to reveal your password before submitting.

● Press the “Forgot Password?” button on the login screen or open https://gateway.my01.io/account/reset/request using a web browser.

Application displays “Mobile device not secure” when started.

Indicates that your mobile device is not protected by a passcode. You can configure a passcode in your mobile device’s security settings.

Application displays “Server unreachable”

● Ensure your mobile device has network connectivity (WIFI or cellular connection).

If not successful, it may indicate that MY01 service is undergoing maintenance or is unavailable. Please try again later.