How to troubleshoot when you’re using an Android device
If you’re having issues connecting your Card Reader to your Android device then please try the following troubleshooting steps:
- Clear potential bad data
- Reset the connection
- Check app permissions
- Turn off WIFI on your phone
- Turn off ‘Do Not Disturb’
- Reinstall and restart
Please ensure you have the latest version of the app by going to the Play Store and checking for an update.
Clear potential ‘bad data’: #
Sometimes app performance can be hindered by an accumulation of temporary data files (cache). Clearing the cache will help refresh your app and can be done in multiple ways:
Force close the app:
1) Tap the multi-task button on the bottom bar of your phone
2) Swipe the Sync™ app away to force close it
3) Re-open the Sync™ app by selecting the app icon on your phone
Log out:
1) Go to ‘More’ screen in the Sync™ app
2) Scroll to the bottom and select ‘log out’
3) Open the Sync™ app and select ‘Already have an account’ at the bottom of the screen to re-sign in
Clear the cache via ‘App Info’:
1) Tap and hold the Sync™ app icon on your phone home page and then select ‘App info’
2) Select ‘Storage and cache’
3) Select option to ‘Clear cache’.
Reset the connection: #
1. In the Sync™ app: Select ‘My Devices‘. Then select the orange cross beside your device and select ‘Forget‘.
2. In your phone Settings: Select your phone ‘Settings‘ then ‘Bluetooth‘ then select your card reader (‘WPC…’) and select ‘Unpair‘
3. Back in the Sync™ app: Reconnect your reader by selecting ‘My Devices‘, then ‘Reader Connection‘, then ‘WisePad3‘ when it shows and Accept the pairing request. For more details please see the article below.
Check your app permissions: #
Ensure the Sync™ app has the necessary permissions. To do this follow these steps:
1) Go to your phone “Settings“.
2) Then go to”Sync™“.
3) Turn on the “Bluetooth“, “Mobile Data“, and “Location“toggles.
Turn off your WIFI connection: #
Turn off WIFI in order to avoid accidentally connecting to public WIFI networks where the connection may not be reliable or a login may be required.
Alternatively, ensure that your WIFI connection is strong.
Switch off ‘Do not disturb’ setting: #
Do Not Disturb can stop the pairing request notification from showing. Please ensure this is turned off when connecting your card reader.
1) Open your Phone Settings
2) Select Sounds
3) Switch off ‘Do not disturb’
Reinstall and restart: #
To fully clear any bad data it can also help to do the following:
- Uninstall the Sync™ app
- Reinstall the Sync™ app
- Restart your phone
Please note: Force closing the app by swiping up will always disconnect your card reader. Please avoid closing the app in this way if you are taking payments regularly.
For any further questions or help, please email us at support@Sync™.com.
