Sensor Connection Issues – Troubleshooting Guide – Qingmu

Questions This Article Can Answer

ID	Question
Q1	What is a connection issue?
Q2	What are the symptoms of a connection issue?
Q3	What are the similarities and differences between connection issues and device failure?
Q4	What troubleshooting steps should be followed for connection issues?

What is a connection issue?

A connection issue occurs when the Bluetooth connection between the sensor and the mobile app is interrupted due to various factors, preventing the app from receiving data from the sensor.

What are the symptoms of a connection issue?

Connection issues fall into two scenarios:

Scenario A – Never Successfully Connected

The customer needs to scan a QR code or manually enter a Bluetooth pairing code to connect.
When a connection problem occurs:
- The scan fails with a "Connection failed" message, OR
- There is no error message, but the app does not show the post-connection success screen (i.e., does not enter the warm-up phase).

Scenario B – Previously Connected but Disconnected

The app displays "Searching" or "Signal loss".
Alternatively, no message appears, but data does not update in real time.

What are the similarities and differences between connection issues and device failure?

Similarity:
In both cases, the customer can no longer see real‑time data. Customers may describe both situations as "my device disconnected."

Difference:

Device failure triggers an in‑app pop‑up message stating "Sensor Failed."
If the customer mentions an error message, it refers to device failure, not a connection issue.

What troubleshooting steps should be followed for connection issues?

Perform the following steps in order. After each step, check whether the issue is resolved before proceeding to the next.

Part 1: Quick Fixes

1、Restart Your Phone: Try restarting your phone to reset any potential glitches or conflicts.

2、Reinstall the App: Delete the app from your device and download it again. During the process of reinstalling the APP, if the system prompts for the APP permissions that need to be obtained, please click "Allow" for all of them.

3、Proximity Between Sensor and Phone: Keep the sensor and your phone within 6 meters of each other for optimal connectivity.

If the issue is resolved after these steps, no further action is needed.

Part 2: Pre‑Connection Checklist

Before attempting to connect again, verify all the following conditions are met:

You have downloaded the correct app (English version has a green icon)
• Your app is updated to the latest version
• The sensor is already applied to your arm before attempting to connect
• Keep the sensor and phone within 6 meters (20 feet) of each other
• Grant all app permissions, especially Bluetooth, Camera, and Location
• Ensure you have sufficient storage space on your phone
• If entering the pairing code manually, use uppercase letters (note: digit 0 vs. letter O)
• Ensure you have a good internet connection
• System requirements: iOS 13.0 or higher / Android 8.0 or higher
• Battery level > 20%