I just got my new device.
I let it charge for 8h as recommended. I installed the Chrome App in my MacBook, with bluetooth turned on.
I created a project. And went to the settings to link to the device. Pressed the ON button for 5 seconds, and nothing appeared on screen. Press the refresh icon next to the bluetooth dropdown-menu. Nothing happen. I press "connect" anyway and turned to "connected" but the screen still shows the "No Connection" message.
I plugged the USB cable. Now the dropdown-menu shows both options bluetooth and "USB serial", but no better luck. (A tiny LED next to the ON button would be of great help to diagnose).
Could you please provide some help?
I am having the same problem. Yesterday, I was able to take 2 measurements using a USB connection. However, as other people have noted at 100% charged battery, the USB connection isn't reliable and those were the only 2 successful measurements out of several dozen attempts. So, after reading the forum entries, I switched to bluetooth. I was able to connect and pair my device, however I was not able to take a measurement before my computer no longer recognized the device. I was never able to reconnect to the device with either bluetooth or USB yesterday or today. I have tried all of the suggestions on the forums and am still no longer able to connect. (I am also using the Chrome App in my MacBook)
I'm sorry to hear that you have trouble connecting and before we dive deeper into tackling this issue, I want to clarify a few things:
You say you were able to connect and pair your instrument. Are you referring to the system preferences?
When you say your computer was no longer able to recognize the device, was the port no longer visible in the dropdown menu of the Desktop app or did it disappear in your system preferences?
When you tried it the next day,
Which protocol are you using?
I was able to connect and pair my instrument in the system preferences via bluetooth. A short time later, the device no longer was listed as "connected" in the system preferences list of bluetooth connected devices.
I have tried holding the on button for at least 5 seconds.
I have not been able to connect the device in my system preferences today, so I have not made any progress troubleshooting within the app.
I have tried to push the button shortly to restart the device and then tried to connect. This has also not worked.
I have not worried about protocols yet today, given that the device isn't even showing up in my system preferences.
if you want to use the device with Bluetooth and your MacBook, you have to pair the device first. This is done outside the Desktop App in your System Preferences.
On how to connect an instrument, go here.
I hope this will help
My device does not show up on the SystemPreferences:Bluetooth screen.
My laptop's Bluetooth is active and visible.
My OSX is 10.11.6 El Capitan.
Neither does it appear through USB
Thanks for the quick response
so in your Desktop App, the only port in the list is Bluetooth-Incoming-Port? When you use a USB connection, it will be listed as USB Serial (usbmodemXXXX).
Holding the button for at least 5 seconds will turn it on. You can also try to push it shortly for restarting it. Perhaps a restart might help?
If no USB cable is used, then the only port in the list is Bluetooth-Incoming-Port.
When I use the USB cable then I have two options, BT and USB Serial (usbmodem1421).
News: I got now connection through USB, reported device battery is 96% (given that I read in other threads that there is an issue when fully charged). However, not present through BT.
Bad news: I briefly disconnected the cable. When reconnecting the USB Serial was not available any more. I changed to my other USB port in the laptop, and it only shows the big cross and "No Connection" message. No more luck switching to the first port again. Device is not visible anymore.
When I press "connect" there appears a "console" button. Is there any option to use it for diagnose?
I'm glad you finally got it connected through USB.
When you just unplug the instrument, and not properly disconnect it, it can happen that the port will not show up again. Just push the button in the back of the instrument shortly to restart it, then plug the USB cable back in. Open the settings dialog in the app and your instrument should show up again.
The console is only functional, if there is an instrument connected. You can use it to send protocols manually.
The issue, some people experience when the instrument is fully charged, has nothing to do with connecting or communicating with the instrument. It is related to taking measurements.
When you open your SystemPreferences:Bluetooth screen, do any new devices show up?
Unplugging and restarting the device did the trick.
I got it connected again.
SystemPreferences:Bluetooth screen doesn't show any new device at all
I try to get a measurement but the app stays at "Measurement started" and doesn't finish (it's been some minutes since i pressed "take measurement").
did you manage to connect to the device via Bluetooth? Scanning might take a little while. First only the MAC address will be visible, and later it will display the device name.
Which protocol did you use for your measurement? Make sure that it is compatible with the new MultispeQ.
it took a while to get it connected via bluetooth, since some of the older phones did not allow installing the app ("device is not compatible" at Play Store). But now we got it working with a newer phone.
We also tried connecting via cable with a Windows laptop, and we had the same trouble than before: it started measuring but although the lights were off after the 15s protocol, the app kept waiting it for it to stop. Then after canceling the measurement, clicking new measurement in the app would not start the protocol in the device.
Do you know when will be the firmware update available to fix the cable communication?
We are currently testing the firmware to ensure that there are not other bugs that could cause problems for users. We hope to be releasing it soon. What is the battery level of your MultispeQ? Usually, once the battery level drops below 90% the MultispeQ will communicate with the desktop app via cable without a problem.
We've been having trouble connecting our device to the app on the phone with bluetooth. We were able to pair the device, connect, and make one measurement. But now the phone can no longer connect to the device with bluetooth. Any suggestions?
Rebecca, can you provide a few more details. Did you try to take the measurements immediately after one another, or was there a time gap between the two measurements? If there was a long measurement gap, it is possible that the MultispeQ went to sleep (it automatically shuts down after 3 hours of inactivity). If this happened, you can reawaken the instrument by pressing and holding the MultispeQ for 5 seconds.
Yes, we figured that the machine had turned off and so we pressed and held the on button for 5 seconds. However, we were still not able to connect to the phone via bluetooth.
Interesting. There are a couple of things you can try to troubleshoot the connection: 1) restart the app, 2) select Choose different device and try to repair the device or 3) go to the bluetooth settings on your android phone and forget the MultispeQ. Once you have forgotten the MultispeQ, go back to the app and try to pair again with the MultispeQ and see if you are able to take measurements.
Also, sometimes it takes a few tries to get the device to connect properly. But once you are connected and start taking measurements it generally works really well.
Hi Dan, we've tried all three of your suggestions and still cannot connect to the MultispeQ. Any other ideas?
Rebecca, two more things to look into:
1) what is the battery level of the MultispeQ. You can check this by connecting to the desktop app via usb cable. If the battery level is too low, it would fail to connect over bluetooth.
2) can you connect to the desktop app over bluetooth? I am not sure whether the issue is with the phone you are using or with the MultispeQ. Instructions for how to connect to the desktop app over bluetooth can be found here
We are unable to connect to the desktop app either via bluetooth or USB. I was concerned that low battery could be an issue, so I charged it via USB for a couple of hours, however that did not help with the bluetooth connection issue.
please send an email with a link to this thread to email@example.com. We will try to help you to help you further and troubleshoot your instrument.