Troubleshooting - Spectro & QC

1

How would you describe your issue?* This field is required.

My Spectro or QC will not pass verification

I can't get connected

Accuracy/Performance

2

Is your lens clean?Please ensure your lens is free of any dirt/debris before moving forward.

YESNO

3

Is your white reference tile damaged?If your reference tile is damaged, we do offer a re-certification service for our Nix Spectro & QC models. Please go to our website to learn more about our re-certification service here; https://www.nixsensor.com/qc-recertification/

YESNO

4

Is your device fully charged?* This field is required.It may take up to 3 hours to fully charge, please ensure your Nix device is fully charge before going on to the next step.

YESNO

5

Do you have an Apple or Android device?* This field is required.The Nix Sensor is compatible with Apple and Android devices. It is not compatible with PCs, Windows, or Macbooks.

AppleAndroid

6

Are you using an iPhone 4s or newer, or iPad 3rd generation or newer?* This field is required.The Nix Sensor requires users to meet the above minimum requirements.

YesNo

7

Are you running iOS 8.0 or higher?* This field is required.The Nix Sensor requires users to meet the above minimum requirements. Check by going to Settings > General > About > Software Version on your Apple device.

YesNo

8

Are you using the Nix QC Color Sensor app?* This field is required.You need to connect to our Nix Toolkit instead.

YesNo

9

Is Bluetooth enabled in the app?* This field is required.Check by going to Go to Apple Settings > Scroll down to Apps > find Nix QC Color Sensor > and check the permissions.

YesNo

10

Is your Bluetooth enabled in general?* This field is required.Go to Settings > Bluetooth and ensure you Bluetooth is enabled for the phone

YesNo

11

Try a manual reset. Insert a paperclip into the small reset hole and hold for five seconds* This field is required.This will reset the Nix's hardware.

Okay, done!I need help with this.

12

Insert a paperclip into the small reset hole and hold for five seconds.You should feel a small click.

13

Finally, open up Nix Toolkit app and click CONNECT TO NIX. Were you able to pair your device?* This field is required.

YesNo

14

Are you running Android 4.4 Kitkat or newer?* This field is required.Check by going Settings > About Phone > Software Information

YesNo

15

Does your device have Bluetooth Smart Ready or Bluetooth LTE?* This field is required.

YesNo

16

Are you using the Nix Toolkit?* This field is required.Download and connect to this app with your device.

YesNo

17

Is Location Services turned on?* This field is required.Go to Android Settings > Apps > Nix Spectro/QC Color Sensor > Permissions. In order for the Nix to connect to Android devices, Location Services must be enabled.

YesNo

18

Go to Android Settings > Bluetooth > and toggle Bluetooth off and on again to reset the connection. Is Bluetooth on?* This field is required.Note: you can not pair to the Nix through your phone's Bluetooth menu -- only in the Nix app! If you have paired in the phone's Bluetooth menu please click "Forget this Device" before continuing.

YesNo

19

Try a manual reset. Insert a paperclip into the small reset hole and hold for five seconds* This field is required.This will reset the Nix's hardware.

Okay, done!I need help with this.

20

Insert a paperclip into the small reset hole and hold for five seconds.You should feel a small click.

21

Finally, open up Nix Toolkit app and click CONNECT TO NIX. Were you able to pair your device?* This field is required.

YesNo

22

Plug your Nix into the charger. Do you see the blue LED light?* This field is required.It's faint, but the blue LED should be visible inside the Nix. You'll see it shining out from the micro USB charging port.

YES

NO

23

Please try an alternate charging cable and/or outlet. Do you see the blue LED light after changing the cable and/or outlet?* This field is required.

YesNo

24

Is your lens clean?Please ensure your lens is free of any dirt/debris before moving forward.

YESNO

25

To ensure your device is accurately reading your scans, please calibrate your device in the Nix Toolkit app with your white reference tile.

26

If you still think your Nix is inaccurate, please upload evidence of the Nix Sensor's accuracy problems using screenshots from the app and a photo of the fan deck colour name you were scanning.* This field is required.

Drag and drop files here

Select files to upload

Max. file size: 10.6MB

27

Try a manual reset. Insert a paperclip into the small reset hole and hold for five seconds* This field is required.This will reset the Nix's hardware.

Okay, done!I need help with this.

28

Insert a paperclip into the small reset hole and hold for five seconds.You should feel a small click.

29

Please upload photos of the Nix Spectro or QC device lens, logo on the lid, and the verification tile.* This field is required.

Drag and drop files here

Select files to upload

Max. file size: 10.6MB

30

Please provide us with some information on your phone make and model. (This will help us narrow down any issues)* This field is required.

Operating System

Operating System Version Number

Phone Model (or other device model)

App Name

31

Still having issues? Please provide your contact information to submit a support ticket. We will get back to you within 1 working day.* This field is required.

Full Name

Email - example@example.com

Phone Number

32

Please provide any other important details that we might need:

33

Please verify that you are human* This field is required.

34