TABLE OF CONTENTS

Issue

Stages Link app and Dash no longer seem to sync properly. 


Explanation

The Link app uses your phone's Bluetooth radio to communicate with the Dash. As a security measure, the Dash requires a "Bonded connection" (which you can find more information about here). Because this connection includes many variables between your phone hardware, operating system, device, and app version, we have several troubleshooting steps to try to help remedy this connection issue. This article will walk you through the steps to try before creating a support ticket.


Before troubleshooting

  • Make sure Bluetooth is turned on from your Android or iOS Bluetooth settings menu (native to the phone, not associated with the Link App). 
  • Restart the Dash.
  • Turn Bluetooth off and then back on, on your device. 
  • Close and reopen the Link app. 


Troubleshooting

The process is slightly different for Android and iOS. Please use the correct section below depending on your device.


Android

  1. In the Link App, open the Device manager from the main menu.
  2. Select the Dash from the My devices list.
  3. Select Unpair Dash from the Manage section at the bottom of the page:



  4. Go to Settings > Connections > Bluetooth and view your list of paired devices.
    a. Locate the Dash computer on the list of connected sensors.
    b. Press the Settings icon for the Dash computer:


    c. Select Forget:


    d. Confirm your selection:



  5. On your Dash, go to Main menu > Dash settings > Phone > Clear paired phones:



  6. Return to the Device manager and tap the + icon to add a new device. 
  7. Select Dash computer from the Pair a Stages device menu, then use the QR scan option.
  8. On the Dash, return to the phone menu and select Pair with Stages Link app to bring up the QR code. 
  9. Scan the QR code from the app to complete the pairing process. 


iOS

  1. In the Link App, open the Device manager from the main menu, 
  2. Select the Dash from the My devices list, and at the bottom of the main menu for that Dash 
  3. Select Unpair Dash from the Manage section at the bottom of the page:




  4. On your iOS phone, go to Settings > Bluetooth and view your connected devices.

    a. Locate your Dash on the menu and tap the Info icon next to the device.



    b. Select Forget This Device:



    c. Confirm selection:



  5. On your Dash, go to Main menu > Dash settings > Phone > Clear paired phones:



  6. Return to the Device manager and tap the + icon to add a new device. 
  7. Select Dash computer from the Pair a Stages device menu, then use the QR scan option.
  8. On the Dash, return to the phone menu and select Pair with Stages Link app to bring up the QR code. 
  9. Scan the QR code from the app to complete the pairing process.