1. The app does not proceed past the login screen.
Ensure the Reveal device is in AP Mode (Wi-Fi button should blink slowly).
Check if you see a JTRRDD-xxx network in your phone’s Wi-Fi settings.
Connect to this network and retry in the app.
If the issue persists:
Use the Continue with Wi-Fi option.
Disable mobile data or personal hotspot.
Verify that the Wi-Fi button on the device is solid blue.
Re-enter your username and password correctly.
After checking all your settings, contact the support team if the error persists.
2. The Reveal device is not detected during setup on an Android device.
Ensure the Reveal device is in AP Mode (Wi-Fi button should be slowly blinking blue).
Check if you can see the JTRRDD-xxx Wi-Fi network in your Android device’s Wi-Fi settings.
Make sure location permissions and location services are enabled on your Android device.
If the issue persists after verifying these settings, contact support.
3.Device is connected to the internet (Wi-Fi button is green), but the app shows "Offline" and "Connection Status: Unavailable"
Ensure that the Wi-Fi button on the device is solid green, indicating a stable internet connection.
Verify that the mobile device running the app is connected to the same network as the Reveal device.
If the issue persists, check the distance between the device, mobile device, and router. Move them closer if necessary.
Restart the router, as the app communicates with the device through the network.
After verifying all settings, if the issue remains unresolved, please contact support.
4.The Reveal device (Wi-Fi button is green) and the app are on the same network with no internet issues, but the app shows "Connection Status: Unavailable"
Ensure that the Wi-Fi button on the device is solid green, confirming a stable internet connection.
Verify that the mobile device running the app is connected to the same network as the Reveal device.
If the issue persists, check the distance between the Reveal device, mobile device, and router. Move them closer if necessary.
Restart the router, as the app and device communicate through the network.
For iPhone or iPad (iOS) users, ensure that the Local Network Access option is enabled in the app settings.
If the issue continues, access your router’s settings and disable the AP Isolation feature, which may be blocking communication between the device and app.
Restart the Reveal device and check the connection status again.
If the problem persists after following these steps, please contact support.
5. If you encounter an error after completing all the steps and selecting "Save and Restart" during the device setup via the application, please check the following:
The device may have been previously set up with another user.
Verify if the device has already been linked to a different user account.
If you want to use the device with a new user:
Log in to your account in desktop mode.
Go to the "Users" section and add a new user.
Then, log in to the application with the newly created user to use the device.
If you want to delete the previous user and continue with a new one:
Go to the "Account" section in the application and delete the existing account.
If the error persists after completing all these steps, please contact the support team.