If you are trying to set up your Core and the app isn’t able to locate it — or, if you’ve previously paired to your Core, but you aren’t able to reconnect it and you keep getting messages like “Unable to find Core” — here are some things you can try.
Make sure that Bluetooth is enabled on your phone.
Core uses Bluetooth to communicate with your Core device, so whenever you’re using the app, you’ll need to ensure that Bluetooth is enabled. Make sure your phone isn’t set to airplane mode.
If you're an Android user running OS 12+, make sure that nearby device permissions are enabled.
In Android OS 12, apps that use Bluetooth need to have "nearby device" permissions enabled. The app should ask you to enable this during the pairing process, but if you're having difficulty connecting to Core, you can double check by going to Settings > Apps > Core > Permissions on your phone, and making sure that "nearby devices" are allowed.
For some Android devices, the phone’s device scanning app must be up-to-date. We’ve found that this can be important for users of Samsung phones, in particular. Go to the "Settings" app on your phone -> "Connections" -> "More connection settings", then tap on "Nearby device scanning." Then tap "About nearby device scanning" at the bottom. The phone will check the current version that you're running, and if you see a blue button that says "Update", tap that to upgrade to the most recent version. (The exact location of this setting might vary slightly, depending on what brand and model of phone you’re using.)
If you're an Android user running an OS older than 12, make sure that location services are enabled.
Versions of the Android OS older than 12 instead require that location services be enabled on your phone in order for Bluetooth to work properly. The app should ask you to enable this during the pairing process, but if you're having difficulty connecting to Core, double check to make sure this permission is enabled for the Core app.
Ensure you have a clear signal between your phone and the Core.
Your Core should be close by your phone, with nothing in between them that could potentially block communication.
Once you've checked these things, try to reconnect again by navigating to the "Profile" tab of the app, selecting "Your Core", then "Reconnect."
If your household has more than one Core, make sure you're holding the right device! You can only use the Core that you've previously paired to your phone. (If you want to use a different device than the one you previously paired to, you'll need to first navigate to the "Profile" tab of the app, select "Your Core", then "Forget Device.")
"Wake up" your Core, and make sure the battery has charge.
If it’s been sitting dormant for a while, your Core might be in low-power mode. You can “wake it up” by holding it and briefly placing both your thumbs on the metal dots on top.
Two lights should appear between your thumbs when you do this. If no lights appear, your Core's battery may need charging before you can use it. Here are some more tips on checking the battery level of your Core.
Once you've made sure that your Core is awake and has charge, try to reconnect again. You can do this in the app by tapping “retry” in the orb in the center of the screen, or by navigating to the "Profile" tab, selecting "Your Core", then "Reconnect."
Charge your Core if needed.
To charge Core, place Core in its base, ensuring the metal pins in the bottom line up with the pins in the base. You’ll feel the Core fit snugly into the cradle when the pins are aligned correctly.
When Core is placed correctly in its base, it will light up. The number of lights on top indicate how much charge it has — if you see a complete circle of lights, it's fully charged. If you see only one or two lights, you'll need to let it sit for at least a few minutes before you try to use it.
If your Core is very low on battery, you might not see any lights at all. In this case, let it charge for a few minutes first, then pick it up and place it back on the base to check the battery level again.
Once you've made sure that your Core is charged, try to reconnect again. You can do this in the app by tapping “retry” in the orb in the center of the screen, or by navigating to the "Profile" tab, selecting "Your Core", then "Reconnect."
If you are having difficulty charging your Core, refer to this article for troubleshooting charging issues.
Manually reset your Core.
If you've tried all of the above steps, and the app still can’t locate your Core, you can try manually resetting the device. On the bottom of the Core is a small round button. Press it firmly and hold for about 7 seconds (make sure you wait long enough!)
You'll see the lights on top of Core cycle once the manual reset is complete. If you hold the button for at least 7 seconds and don't see the lights come on, your Core's battery may not be charged (see above for information on charging.)
Once you've manually reset your Core, you'll need to pair it with your phone again — even if you’ve paired it previously.
To re-pair your Core with your phone, go to the "Profile" tab of the app, select "Your Core", then "Forget Device." Now you should be able to set up your Core again.
Reset your phone's network settings and clear the Bluetooth cache (Android users.)
The exact location of this setting might vary slightly depending on what brand of phone you’re using.
For Samsung phones, go to the Settings app on your phone -> General management -> Reset -> Reset network settings.
For Google Pixel phones, go to the Settings app -> Apps -> See all apps-> Tap on the 3-dotted icon at the top right -> Show System -> Select Bluetooth -> Storage & cache -> Clear cache.
Restart the app.
If none of these steps is helping, you can try quitting the Core app itself, then re-launching it and trying again.
Always make sure that you're using the latest version of the Core app. The best way to stay updated is by making sure that "automatic updates" are enabled on your phone, or you can manually update to the latest version by visiting the app store.