FAQ – Troubleshooting
FAQ – Troubleshooting
Q. When connecting my new DnaBean to the App, it freezes once it reaches 25% of the set up; what should I do?
A. Check your phone’s memory/storage and if there is not a lot left, clear some space, and optimise your storage, then try to connect again. Please also make sure you have accepted permissions for our App to use your location, storage and camera. If you require further assistance setting up, please send an email to email@example.com so we can assist you further.
Q. My Android 10 device is having a connection issue; what should I do?
A. On mobile devices using Android 10, there is a known issue with the devices being able to connect to the DnaBean. This is caused by an issue within the Android system and is seen across other wearable devices. Fortunately, by following the below instructions, there is a quick fix to this issue to get you set up with the DnaNudge Service.
- If using the DnaNudge App for the first time, please open the DnaNudge App, select the ‘Get Started’ option, complete the steps to register for the App, and verify your email.
- If you have already registered with the DnaNudge App, then please uninstall and reinstall the App from the Play Store and sign into your account.
- The DnaNudge App will request access to your device’s location, please deny permission for location.
- Next, the DnaNudge App will request that you grant it access to your photos and media, please allow permission for this access.
- Navigate out of the DnaNudge App to the home screen of your device by pressing the bottom centre home button.
- Go to your device’s ‘Settings', then 'Location', then 'App permission'.
- Scroll down to the section on apps that have been denied location permission, select DnaNudge and allow location access permission.
- Return to the DnaNudge App.
- Select ‘Connect a DnaBand’ and continue enjoying the DnaNudge Service!
Q. Why is my DnaBean not charging?
A. Please ensure that there is no dust or dirt in the places where the charger and the DnaBean connect. Make sure the DnaBean charger is properly connected to a USB port. If you continue experiencing issues, get in touch with our Customer Services team.
Q. How do I restart my DnaBean?
A. Press and hold the button on the DnaBean for 10 seconds and the light will change from flashing red to flashing red, green, and blue.
Q. Why does my DnaBean quickly flash blue when turned on just before it flashes red-green-blue?
A. This is to alert you that your Green DNA Bar is not currently turned on and therefore will not track your steps, siting, or sleep time. To turn this on go to ‘More’ on the bottom right of the DnaNudge App, (your phone’s Bluetooth and DnaBean need to be turned on) then select ‘DnaBand’ followed by ‘Settings’, and ‘Green DNA Bar’. Ensure the toggle button is turned on and that you have set your sleep time and daily sitting time, then select ‘save’. If you require additional support, please get in touch with our Customer Services team.
Q. My DnaBean keeps turning off while I am shopping; why is that?
A. The DnaBean has a sleep time built in, which, by default, is set to 2 minutes. To change this setting please go to ‘More’ in the bottom right of the DnaNudge App, select ‘DnaBand’ (with your phone’s Bluetooth and DnaBean turned on) then press settings, and select ‘Time to Band Sleep mode’. Adjust the time using the scroll wheel and save to sync this setting with the DnaBean. If you continue experiencing issues, please get in touch with our Customer Services team.
Q. Why won’t my DnaBean sync?
A. Make sure your DnaBean is charged and switched on, and your phone's Bluetooth is turned on. If you continue experiencing issues, please get in touch with our Customer Services team.
Q. I’ve been syncing my DnaBean but it shows no activity/steps; why is this?
A. Check the settings of your DnaBean by selecting ‘More’ on the bottom right of the DnaNudge App, select ‘DnaBand’ (with your phone’s Bluetooth and DnaBean turned on), then press settings and select ‘Green DNA Bar’. Scroll down and adjust your sleep and wake times, as well as your daily sitting time, as preferred, and save to sync this setting with the DnaBean. The DnaBean resets at midnight every day. If you sync after midnight and during sleep time, it will show steps and sitting as zero. During your sleep time, the DnaBean will not record any steps or sitting time. Ensure your DnaBean has sufficient charge and is worn throughout the day to gain the most out of it. If you continue experiencing issues, please get in touch with our Customer Services team.
Q. Why is my DnaBean not lighting up to show the status of the Green DNA Bar when I move up and down?
A. Your DnaBean will only light up to show the status of the Green DNA Bar if it is in sleep/off mode but not if it’s in scan/on mode. To set your DnaBean to sleep/off mode, press and hold the button; the light will flash red to indicate it is now in sleep/off mode. Then attempt to see the status of your Green DNA Bar via the DnaBean again. If this doesn’t work, check the settings of your DnaBean by selecting ‘More’ on the bottom right of the DnaNudge app, selecting ‘DnaBand’ (with your phone’s Bluetooth and DnaBean turned on), then press settings and select ‘Green DNA Bar’. Ensure the toggle button under the heading ‘Green DNA Bar Settings’ is turned on and that you have set your sleep time and daily sitting time, then press save. If you are within your sleeping time, the DnaBean will not light up as this is counted as non-use time.
Q. My DnaBean is always flashing amber; what does this mean and what I should do?
A. If your DnaBean is constantly flashing amber, this means your Green DNA Bar has turned fully amber, indicating you have spent too long sitting during the day and have reached your inactivity limit. To stop the flashing, simply hold down the button on the DnaBean for a few seconds. If this happens regularly, you should consider adjusting your daily sitting time settings in the DnaNudge App.