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 Mini is fully charge before going on to the next step.

YESNO

3

Please fully charge your device.

It may take up to 3 hours to fully charge. The LED at the bottom of the device will be green once fully charged.

4

Do you have an Apple or Android device?* This field is required.The Nix Mini 3 is compatible with Apple and Android mobile devices. It is not compatible with PCs, Windows, or Macbooks.

AppleAndroid

5

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

YesNo

6

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

YesNo

7

You don't meet the minimum requirements to run the Nix Toolkit* This field is required.Please install the app on a device that meets our requirements

OkayBack

8

Are you using the correct app?* This field is required.The appropriate app for the Nix Mini is the Nix Toolkit app. Please ensure you have the Nix Toolkit app downloaded.

Nix Toolkit

Other

9

Nix Toolkit requires the user to have this enabled

OK, doneBack

10

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 is properly enabled.

YesNo

11

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

YesNo

12

Open up the Nix Toolkit mobile app and click "Connect to Nix". Were you able to pair your device?* This field is required.

YesNo

13

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

YesNo

14

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 Mini device before switching between apps.

Nix Toolkit

Other

15

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

16

Please enable Location Services.

Go to Android Settings > Apps > Nix Toolkit > Permissions.

17

Go to Android Settings > Bluetooth > and toggle Bluetooth off and on again to reset the connection.* 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

18

Try a manual reset. Plug the device to charge, and confirm that you see a pulsing light at the bottom of the device.* This field is required.This will reset the Nix's hardware.

Okay, done!I need help with this.

19

The bottom of the device should have a glowing lightorange = charging, green = fully charged

20

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

YesNo

21

Plug your Nix into the charger. Do you see the LED light?* This field is required.It's faint, but the LED should be visible underneath the Nix.

Yes I see the light

No, I dont See it

22

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

23

Have you performed the white tile normalization, using your provided diagnostics tile?* This field is required.The white tile normalization will tell you if your device is in factory spec.

YesNo

24

Please perform the white tile normalization test before continuing.

White Tile Normalization Guide

25

Was the test successful?* This field is required.

YESNO

26

Please try scanning some of your color samples again, is it accurate?* This field is required.

YESNO

27

Please send us the results in the Nix Toolkit app.

After completing the white tile normalization, select the "send to Nix" button within the app.

28

Please provide us with some information on your phone make and model. (This will help us narrow down any issues.)* This field is required.You can find the App version by scrolling to the bottom of the side menu (top left) in the Toolkit app.

Operating System

Operating System Version Number

Phone Model (or other device model)

App Version

29

If you are still having issues please provide your contact information to submit a support ticket otherwise you may exit this page.* 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

30

When did you purchase your Nix device?* This field is required.Put todays date if you don't know.

Date

31

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

32

Great, we're so glad it's working. Are you experiencing any other issues?* This field is required.

YESNO

33

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

34

Please provide any other important details that we might need:

35