General Device Troubleshooting

General troubleshooting for issues with Flexe mobile devices, including a frozen/blank screen, connection problems and automatic updates.  

IN THIS TOPIC

• General Troubleshooting
• Device Updates
• Get Device Help

If you're experiencing issues with a Flexe mobile device before signing in or outside of a specific workflow task, there are a number of general troubleshooting steps you can try. 

General Troubleshooting

Here are some things to try: 

1. Restart the device. 

Hold down the Power button at the top of the device, then select the Restart option onscreen. 

2. Check the device battery level, and charge it if needed. 

Check the "battery"  icon and power percentage at the top of the screen. If the battery is low, plug the device in via its charging cable or a charging station. Then try restarting the device again. 

3. Check the Wi-Fi connection.

Check for the "Wi-Fi" icon at the top of the screen to confirm whether the device is currently connected to your network. 

If the device is not connected, check other devices on the same network to determine if there's a widespread Internet service issue. 

If only your device is experiencing the issue, try reconnecting to the network. To learn more, go to  Connecting Devices to Wi-Fi. 

4. Check device hardware. 

Check the device itself to make sure that:

• All connection ports and inputs are clear
• The battery position is correct, with no signs of damage

5. Try a hard restart. 

You can try a hard restart by pressing a combination of buttons on the device: 

• For short-range devices - Press the Power, Left Scan, and Volume Up buttons at the same time for five seconds. When the screen turns off, release all the buttons.
• For Long-range devices - Press the Power button and the 1 and 9 keys at the same time for five seconds. The screen may or may not flash as a result; once you release all buttons the device should restart.

Device Updates

Flexe mobile devices typically update automatically when connected via Wi-Fi. To make sure your device is up-to-date, there are some additional steps you can try: 

1. Restart the device. 

Hold down the Power button at the top of the device, then select the Restart option onscreen. 

2. Make sure the device is charged and connected to Wi-Fi. 

Plug the device in via a charging cable or charging station. Also check for the "Wi-Fi" icon at the top of the screen to to confirm that the device is currently connected to your network. 

Note: If you're having trouble connecting the device, go to Check the Wi-Fi Connection. 

3. Allow the device to update overnight. 

You may need to let the device update overnight. Make sure it's still charging and connected to Wi-Fi, so the update can complete. 

Get Device Help 

If you're still having trouble with your device, contact us at [e-mail] for additional help. 

Make sure to provide the following information: 

• A detailed description of the issue. 
• Confirmation of the troubleshooting steps you tried. 
• Pictures of the mobile device, including the serial number (S/N) as well as any error messages onscreen.