iPhone iOS: My Keto-Mojo Meter won't sync
Here are the suggested steps for troubleshooting Keto-Mojo sync issues:
Are you running iOS version 12 or higher?
The Keto-Mojo Classic app is supported on iOS version 12 or higher. Please check to ensure you are running a supported version.
You can check this in your iPhone settings:
Is Bluetooth turned on in your phone settings?
Please check that Bluetooth is enabled. Sometimes Bluetooth can become disabled when the iPhone enters/exits 'Do not disturb' mode or 'Airplane' mode.
Have you inserted the correct adapter?
For meters using the Bluetooth connector, make sure you are using the correct adapter. The Bluetooth connector looks similar to the calibration strip or code key that comes with the ketone test strips. Please ensure you have not mistakenly inserted the ketone code key:
Force-quit the Keto-Mojo app
Many common issues can be fixed by performing a 'force-quit' on the Keto-Mojo app. This essentially reboots the app. To perform a force quit, simply double-tap the home button and then 'swipe up' to force quit.
See this article from Apple if you are unsure off the process.
If the 'force-quit' process above did not help, please restart your phone and try to sync again.
Faulty Bluetooth connector
If you have inserted the Bluetooth connector into your meter and the blue light on the connector is not illuminating, you will see the message below. This may indicate a faulty Bluetooth connector. Please contact us at email@example.com for support on this issue.
Delete and re-install app
As a last resort you may need to delete the Keto-Mojo app. After deleting the app, restart your phone, download the latest version of the Keto-Mojo Classic app and perform a sync.
If none of the above resolve the issue, please contact us at firstname.lastname@example.org.
FOR THE GKI METER ONLY:
The GKI meter currently sold in Europe has a syncing issue with the most recent update (version 2.0.1), but we have a workaround until the next update which should be released soon.
If you get stuck here:
Force quit your app. (On iPhones, swipe up once, then double swipe up to see all apps open (for older iPhone models, hit the home button at bottom of phone/screen twice for all applications to open). Swipe up once on the Keto-Mojo app to force quit the app.
Then reopen the app, and you will get the error message again shown below:
At this point, you need to force quit the app again and when you open it after force quitting the second time, the app should sync. We apologize for the inconvenience and we are working on an update to be released soon to correct this issue.
If none of the above resolve the issue for your GKI meter, please contact us at email@example.com.