RunScribe Connectivity Troubleshooting

If you faced connectivity issues with RunScribe pods, you can follow these steps to resolve the issue or help us to find out the reason. If you see something weird while going through these steps, please, report this in the email to support team. Before moving down the list, we recommend you to restart your phone and Bluetooth then try to connect again using the RunScribe app. If the issue still persists, please, go through the troubleshooting steps from top to bottom.

Drop other connections

Make sure your pod is not connected to any other mobile phone, tab and watch via Bluetooth:

  1. Quit RunScribe app on all nearby phones, tabs and watches.
  2. Turn off Bluetooth on all phones, tabs and watches that might be connected to your pod, including the phone/tab on which the connectivity issue is reproducing.
  3. Turn Bluetooth is ON on your device phone/tab.
  4. Try to connect to your pod again.

Check battery level

Make sure your pod is charged:

  1. Try to shake the pod and see if led starts blinking.
  2. If it doesn’t, hold down the little reset button on the underside of the pod for >8 sec and then release.
  3. If it still doesn’t, return your pod to the charger and try to charge for a little while.

Check permissions (Android only)

Check if RunScribe app has all permissions:

  1. Open your device's Settings app.
  2. Tap Apps.
  3. Find and select RunScribe app.
  4. Tap Permissions.
  5. Make sure Location and Storage permissions are on.

Check the pairing status (Android only)

Some Android devices cannot connect to RunScribe pod correctly when there is a pair between them. Make sure you there is no pair in the Bluetooth Settings screen.

  1. Open your device’s Settings app.
  2. Tap Connections.
  3. Select Bluetooth.
  4. Check if there are no RunScribe pods in the “Paired devices” section.

If all is fine there, you can try to create a pair with your pod (if it is discoverable) and see if this resolves the issue. In case when it does, please, let us know, as this can be very helpful for other RunScribe users facing the same issue.

Check if a pod is discoverable

Sometimes it can be helpful to check if your phone/tab can discover a pod using another mobile application. For this, please, install the nRF Connect app from Google Play or App Store on the phone on which the connectivity issue is occurring. Launch the app and wait until it discovers some devices around.

In the list of discoverable devices, you can find your RunScribe pod. If it doesn’t appear there for a minute then you should check if a pod is discoverable on another phone/tab. If the app was able to discover your pod then try to connect to it by hitting the CONNECT button.

Once the app connects to the selected pod, you will see the list of available services and the DISCONNECT button on top of the screen.

If you are testing this on Android, try to select the Device Information service (the last one in the list) and read all characteristics by hitting the “download” buttons.

The values should be very similar to those in the following screenshot:

If you see some strange characters or some values are misplaced then you should clear Bluetooth cache on your phone/tab.

Clear Bluetooth Cache (Android only)

  1. Open your device’s Settings app.
  2. Tap Apps.
  3. Display system apps (you may need to either swipe left/right or choose from the menu in the top right corner).
  4. Select Bluetooth.
  5. Select Storage.
  6. Tap Clear cache.
  7. Restart your phone and try to connect to the pod again.

Note: these steps may vary on different phones/tabs.

Check if a pod is discoverable on another phone/tab

It could be very helpful to check if you can reproduce the connectivity issues on another phone/tab. To check this you can use RunScribe app or nRF Connect app which is available for iOS and Android. How to use nRF Connect app? 

The issue still persists, what should I do?

If you have gone through all the steps and nothing helped you to resolve the issue, please, create a trouble ticket from the Settings page in RunScribe app. Tell us as many possible details about the issue and weirdness you might see while going through the troubleshooting steps.