Core & Core 2 connection troubleshooting

Note that due to the many different Android versions, some of the system menu items described below may have different names for you. Some permissions may also not exist altogether in your Android version.

• Powered up: Make sure your Core is powered on and not out of battery. If you're new to Core and you're not sure, check out our "Getting started" how-to video here
• Pair in Soundbrenner app: You need to pair the Core from within the Soundbrenner app. Do not pair it from the Bluetooth settings of your mobile device. After installing the Soundbrenner app, simply follow its onboarding instructions. If the app was already installed before, go to "Settings" in the bottom navigation menu of our app → "Add a Soundbrenner wearable".
• Unpair on Core: This is to make sure your Core is not paired to anything and available for pairing. Open the "Settings" app on your Core. Navigate to "Bluetooth" and press the bottom button twice to confirm. This will remove any prior pairing and make your Core available for pairing again. 
• Unpair on mobile device: If you paired your Core to your mobile device before, sometimes it can help to remove it and start from scratch. To do so, navigate to "Settings" in the bottom navigation menu of our mobile app. If you can see your wearable here, tap on the small three dots on the right side next to it. Select "Remove". Next go to Android settings (outside the Soundbrenner app) and tap on "Connected devices". Find your Core and tap on the gear icon. Select "Forget" and "Forget device". Now come back to the Soundbrenner app and try connecting your Core again and see if it resolved your problem.
• Turn on required features: Make sure your Android device's "Bluetooth" is turned on and "Location services" are also turned on. You can turn on Bluetooth via Android settings (outside the Soundbrenner app) → "Connected devices" → "Connection preferences" → "Bluetooth" → "Use Bluetooth". You can turn on Location services via Android settings (outside the Soundbrenner app) → "Location" → "Use location".
• Grant required permissions: Android requires our app to receive several permissions from you before it allows our app to connect a wearable. Our app should ask for all of them automatically if it detects they are missing, but you can verify everything is in order via the steps below:
  • Location permission: Go to Android settings (outside the Soundbrenner app) → "Apps" → "Soundbrenner" → "Permissions" → "Location". If "Allow all the time" is available as an option, you must select it. If "Allow all the time" is not available, select "Allow only while using the app". To improve the chances the Bluetooth connection will work reliably, try enabling "Use precise location".
  • Bluetooth permission: Go to Android settings (outside the Soundbrenner app) → "Apps" → "Soundbrenner" → "Permissions" → "Nearby devices" → "Allow".
• Disable battery optimization: Android's battery optimization can sometimes get in the way of a reliable Bluetooth connection. Go to Android settings (outside the Soundbrenner app) → "Apps" → "Soundbrenner" → "Battery" → Select "Unrestricted"
• Compatibility: Visit www.soundbrenner.com/compatibility to check if you have an incompatible mobile device.
• Remove other Bluetooth devices: On some Android mobile devices it can cause issues if you have too many Bluetooth devices connected at the same time. If you are experiencing issues, remove other devices via Android settings (outside the Soundbrenner app) → "Connected devices" → Gear icon → "Forget" → "Forget device"
• Restart mobile device: Try turning off your mobile device and restarting it. Sometimes this can solve the problem.
• Contact support: If you are still having problems, please reach out to us:
  Contact support

• Powered up: Make sure your Core is powered on and not out of battery. If you're new to Core and you're not sure, check out our "Getting started" how-to video here
• Pair in Soundbrenner app: You need to pair the Core from within the Soundbrenner app. Do not pair it from the Bluetooth settings of your mobile device. After installing the Soundbrenner app, simply follow its onboarding instructions. If the app was already installed before, go to "Settings" in the bottom navigation menu of our app → "Add a Soundbrenner wearable".
• Unpair on Core: This is to make sure your Core is not paired to anything and available for pairing. Open the "Settings" app on your Core. Navigate to "Bluetooth" and press the bottom button twice to confirm. This will remove any prior pairing and make your Core available for pairing again. 
• Unpair on mobile device: If you paired your Core to your mobile device before, sometimes it can help to remove it and start from scratch. To do so, navigate to "Settings" in the bottom navigation menu of our mobile app. If you can see your wearable here, swipe from right to left. Tap the "Remove" button that appears. Next go to iOS settings (outside the Soundbrenner app) → Bluetooth → Tap on (i) next to your Core → Tap on "Forget This Device" and "Forget Device". Now come back to the Soundbrenner app and try connecting again and you will successfully pair and connect your Core.
• Compatibility: Visit www.soundbrenner.com/compatibility to check if you have an incompatible mobile device.
• Restart mobile device: Try turning off your mobile device and restarting it. Sometimes this can solve the problem.
• Contact support: If you are still having problems, please reach out to us:
  Contact support