Troubleshooting

1

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

I can't get connected

Accuracy/Performance

2

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

YESNO

3

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

AppleAndroid

4

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

5

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

6

Are you using the correct app?* This field is required.You can only connect to one app at a time. Please remember to disconnect your Nix Pro device before switching between apps.

Nix Toolkit

Other

7

Is Bluetooth enabled in the app?* This field is required.Check by going to Go to Apple Settings > Scroll down to Apps > find Nix Toolkit > and check that the Bluetooth and location services are properly enabled.

YesNo

8

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

YesNo

9

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.

10

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

11

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

YesNo

12

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

YesNo

13

Which app are you using?* This field is required.You can only connect to one app at a time. Please remember to disconnect your Nix Pro device before switching between apps.

Nix Toolkit

Other

14

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

YesNo

15

Go to Android Settings > Bluetooth > and toggle Bluetooth off and on again to reset the connection. Is Bluetooth on?* This field is required.Note: Do 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

16

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.

17

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

18

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

YesNo

19

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 I see the light

No I don't see it

20

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

21

If you think your Nix is inaccurate, we have a simple test you can complete using a paint fan deck. Do you have a known paint fan deck or paint chip available?* This field is required.https://www.nixsensor.com/nix-paint-library/

YesNo

22

Please upload evidence of the Nix Sensor's accuracy problems using screenshots from the app and a photo of the fan deck / paint chip colour name you were scanning.* This field is required.Please live chat if you need help with this.

Drag and drop files here

Select files to upload

Max. file size: 10.6MB

23

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)

24

Still having issues? We're sorry to hear that. Please provide your contact information to submit a support ticket.* This field is required.We will get back to you within 1 business day. Our office hours are M-F 9am-5pm EST

Full Name

Email - example@example.com

Phone Number

25

When did you purchase your Nix device?* This field is required.

Date

26

Please provide a clear photo of the logo on top of your Nix hardware device.* This field is required.This will help us to determine/verify the model and production batch.

Drag and drop files here

Select files to upload

Max. file size: 10.6MB

27

Please provide any other important details that we might need:

28

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

29