My New Module Won’t Connect to My Device

If you're having trouble connecting your module to your mobile device, it might be because the app can't find the module, or the module appears but won't pair. Based on what you're experiencing, please follow the steps below to help you get connected.

For more information about pairing your modules, please see How to Connect an IGNITE Module to the IGNITE App.
 

In this article

My Module Isn't Being Found
My Module Is Being Found, but I Can't Pair It

My Module Isn't Being Found

If your module isn't being found by the IGNITE App, you will see the following error message on the screen.

Option 1: Refresh the Modules screen.

Tap on the refresh icon in the upper right corner.

Option 2: Restart the module.

If the module still doesn't display, turn the module off and back on again.

Option 3: Restart the IGNITE app.

If the module still isn’t showing, restart the IGNITE app. This usually resolves the issue. If you’re still unable to find the module, move on to the next step.

Option 4: Confirm that your IGNITE App is up to date.

Step 1: Open the menu.

From the main screen, start by tapping on the hamburger menu.

Step 2: Tap About.

This can be found further down the menu and is located beneath Settings. If you're not seeing it right away, you may need to scroll through the menu to reach all the options.

Step 3: Review current app version.

The About page lists which version of IGNITE you're on(IGNITE Version 1.3), as well as the app version specific to your device(version 14.39), as well as telling you if you're up to date.

Tip:

If your app needs an update you can grab the latest version from your device's App Store or Google Play Store. Check out our guide on How to Find and Download the IGNITE App for more details.

Option 5: Check your app permissions.

If you are already running the latest version of the IGNITE App, or are still having an issue after updating the app, check your device settings to make sure you've allowed the app access to required permissions.

• For iOS devices open up the Settings app, scroll down to the Apps section and tap on the IGNITE app. Confirm that Bluetooth permissions are enabled.
• For Android devices, open your Settings and go to Apps. Tap on the IGNITE App and confirm that access to Location and Nearby Devices is enabled under Permissions.

Option 6: Uninstall and reinstall the app. 

This should be the last resort if none of the previous options worked. You'll want to fully uninstall the app from your device and then install it again from your App Store or Google Play Store.

Warning:

Android users in some cases, will need to clear the storage and cache before uninstalling. This will fully remove all data from the app, allowing for a true fresh install. You can find this option under Settings> Apps> IGNITE> Storage and Cache (or Storage and Data). Tap Clear Storage and then uninstall the app.

My Module Is Being Found, but I Can't Pair It

If your module isn't pairing to the IGNITE App, there are a couple of things you can check.

Do you have more than one module turned on to pair?

If you have multiple modules turned on, you might accidentally select one module ID while entering the PIN for a different module. To fix this, turn off all modules except one, then start the pairing process again—one module at a time.

Are you typing in the module PIN correctly?

If you are manually entering the module PIN, double-check that the PIN you typed is correct.

Tip:

It’s easy to mix up an “O” with a zero or an “I” with a one. If your PIN includes any of these characters, try swapping them to see if that solves the issue.

If you're still having trouble, try scanning the module's barcode sticker using your camera. Make sure the barcode sticker is centered inside the barcode scanner.

Need more help? Contact us, we're always happy to assist!