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Troubleshooting


No product is perfect from day one, especially when there’s an app involved.

Since launching doppel we’ve found a few small app bugs and one product issue. We’re already working to fix them, but if you do come across one, follow the instructions below.

Problems updating or resetting the firmware

You can check whether your doppel is running the most recent firmware (the code that runs the motor) on the ‘Settings’ page on the app. Press ‘Update’ if it shows your firmware is out of date. It’s important that your doppel is running the most recent version of the firmware.

It can take a few minutes to update the firmware so be patient, and do not close the app while the update is ongoing.

Closing the app when an update is taking place can stop the touch gestures from working, and can sometimes stop doppel from buzzing when it’s placed in the charging base.

If you do accidentally close the app whilst doppel is updating, go back to the ‘Update firmware’ button on the ‘My settings’ page of the app and start the process again. It should then connect and update as before. You may need to try this more than once.

You can reset the firmware at any point. This is the equivalent of turning doppel off and on again and can help with some troubleshooting issues.

My firmware update is taking more than a few minutes

A firmware update should only take a few minutes. If it's ‘hanging’ or is stuck on the loading wheel or loading bar then it’s likely that your phone and doppel have become unpaired before the update completed.

If the update did not complete, you might notice that your doppel’s touch controls are unresponsive, or that it doesn’t buzz when you put it on the charging base. Don’t worry, if this happens it's because your doppel is now stuck in 'DFU bootloader mode' -  it's essentially sitting in a state where it's waiting for information.

If this happens, first close the app, then open it again and try and scan for your doppel on the My doppel page. The app should find your doppel. Once paired, navigate to My settings and run the firmware update/reset again. This should solve the problem.

If this doesn't work, or the firmware update keeps failing, please get in touch and let us know. Please also include which phone make/model you have and which operating system you’re running.

I’ve received the error message ‘Fatal: Not supported, on operation start DFU update’

If this happens, your doppel is stuck in ‘DFU bootloader mode’ - usually as a result of a failed firmware update or reset.

When in DFU bootloader mode you might notice that your doppel’s touch controls are unresponsive, or that it doesn’t buzz when you put it on the charging base. This is because it’s essentially sitting in a state where it's waiting for information.

If this happens, first close the app, then open it again and try and scan for your doppel on the My doppel page. The app should find your doppel. Once paired, navigate to My settings and run the firmware update/reset again. This should solve the problem.

If this doesn't work, or the firmware update keeps failing, please get in touch and let us know. Please also include which phone make/model you have and which operating system you’re running.

Problems connecting via Bluetooth

Bluetooth works in different ways on different devices. If your doppel disconnects unexpectedly, follow these steps to reconnect it.

  1. If your doppel is in pairing mode but the app can’t find doppel when it scans for it, press the ‘Retry’ button.
  2. If your doppel is unresponsive but the ‘My doppel’ page shows that it should be connected, press ‘Unpair from doppel app’ and then follow the steps to re-pair.
  3. If you have paired with doppel but are having problems with actions such as checking the ‘My doppel’ page or seeing whether you need to update the firmware, press ‘Unpair from doppel app’, follow the steps to re-pair, and then immediately go to the ‘My rhythms’ page and Sync a rhythm. This should fix the issue.
  4. If you’re still experiencing problems, or you’re consistently unable to pair to your doppel, your phone may have too much information in its Bluetooth cache. First try turning off your Bluetooth, closing the app fully. Then turn Bluetooth back on and re-open the app.
  5. If you’re still unable to pair, please manually clear your Bluetooth cache. Go to your device’s Bluetooth settings, and remove paired items, including doppel.
  6. Turning your phone off and on again may also reset the Bluetooth. 
  7. Make sure your phone is running the most recent operating system available as this can also affect the Bluetooth.

If you have paired to your doppel using the charging base but the app shows that it has become disconnected when you remove doppel from the charging base, first try ‘Retry’ on the ‘My doppel’ page and if that doesn’t work, follow the Step 2 above to unpair and then re-pair.

If you’ve successfully paired but immediately get an error message which says ‘Error reading from doppel’ please try navigating to the My rhythms page and syncing any rhythm. On some phones this error message seems to be coming up even when doppel is connected. We’re currently working to fix this. If you can’t connect even after trying to sync a rhythm then please follow the troubleshooting steps above.

Please note that it's not currently possible to be paired to doppel from two devices at once so if you want to use it more than one device regularly, unfortunately right now you will have to re-pair to each device each time. This is something that we're working on at the moment so in the future it can stay paired to more than one device, but right now that isn't possible.

If after following all of the Bluetooth troubleshooting steps you are still unable to connect please get in touch. Some phones have specific Bluetooth issues and we may be able to help directly. So far we’ve seen specific problems with the Fairphone 2, Doogee MIX and Sony Xperia XZ.

doppel stops running when I close the app

Depending on what page of the app you’re on, closing the app fully can stop doppel if it’s running at the time. If this happens, simply turn doppel back on using the on/off touch gesture.

I’m getting an error which says ‘Could not cloud sync. Please check your internet connection.’

If you’re getting this error, please just ignore it. It relates to the way the app is working with our database but shouldn't affect the running of the app or doppel - for the moment it's just a really annoying pop up which we're really sorry about. We’re working on it and it should disappear soon!

Problems with charging

I placed my doppel in the charging base but it didn’t buzz for one second as it should

Make sure you push doppel firmly into the charging base. If the charging contacts do not align properly the motor will not spin and doppel won’t charge.

If you’re doppel is completely out of battery it might take a few moments for motor to spin.

I placed my doppel in the charging base, it buzzed for one second but then it buzzed again when I let go

If doppel buzzes again when you let go it has disconnected. Push it in firmly again and then let go gently to ensure the charging pins stay aligned.

I placed my doppel in the charging base, it buzzed for one second to indicate it’s connected, but after two hours it wouldn’t turn on

If doppel buzzes when you release it every time (or you find that your doppel doesn’t seem to be charging) then try placing something reasonably heavy such as a large book on top of your doppel. You could also use an elastic band to hold it in place. Don’t worry about your doppel, it’s built to withstand more than the weight of a book!

We are currently working on a better solution to this issue.

I placed my doppel in the charging base and now it won’t stop buzzing in the charging base

If your doppel buzzes continuously when you push it into the charging base, it means that the charging pins aren’t properly aligned. What’s happening is that your doppel is connecting, then disconnecting, then connecting again, giving the impression of a continuous buzz.

To resolve, push doppel in firmly again and then let go gently to ensure the charging pins stay aligned.

I placed my doppel in the charging base and now it won’t stop buzzing, even after I remove it from the charging base

This is not a common problem, but if your doppel buzzes continuously after charging, even after removing it from the charging base, please try the following:

  1. Remove doppel from the charging base.
  2. Make sure the charging base is plugged in and then place your doppel back in the charging base.
  3. Scan for your doppel using the app as normal - even if it's still spinning continuously whilst in the charging base and therefore does not buzz specifically to show that it's in pairing mode.
  4. Your app should find doppel so you'll then be able to turn it off via the app. Your doppel should then work as normal but we have found that trying to sync a new rhythm after connecting can help.

If these steps don't fix the problem, unfortunately you should then wait for the battery to run out and then start the charging process again. We are currently working on a firmware fix which will solve this problem.

I’m having trouble charging doppel through my laptop

Some computers (and we've mainly noticed this with Macs) limit the maximum power drawn from the USB port when prevents you from charging certain devices, including doppel. This is mostly happening when a laptop is not plugged in to the mains (as the power saving mode blocks charging). It can also related to the power saving settings of the computer. If you're charging from a laptop, try plugging the laptop in. If this doesn't work then using a USB plug in a wall socket should work.

I don't think my app is accurately reporting battery level

We have noticed that in some occasions both doppel and the app can give inaccurate battery readings - usually when doppel is in the charging base. This is because the battery percentage measurement is estimated from the battery cell voltage which is higher during the charging process. We're currently working on improving this so please look out for updates.

Problems with doppel's touch gestures

If you're having problems with doppel's touch gestures, it could be that you're doing the gestures slightly too fast or slightly too slow. doppel's touch controls work differently to the way a touchscreen works and they may take a little bit of time to get used to. Try matching the pace of the gestures on the video here.

If after this they are still not responding, the next thing to do is to reset the firmware. Make sure doppel is paired and then go to the 'Settings' page on the doppel app and press the button to 'Reset'. (If you're not already running the latest firmware the button will say 'Update'). Go through a reset (or update) process and then try the gestures again. There's a how to video of how to reset or update the firmware here

I’m experiencing a problem not listed here

We’ve tested doppel with hundreds of people and tried out the app on every phone and tablet we can get our hands on. But even so, there’s a small chance you experience an issue that we haven’t seen before.

If you find a bug not listed on this page please get in touch to let us know via info@feeldoppel.com.