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Bugs
+3
Fixed
Locked on the "searching" screen
The first flight has been a success. After the first battery recharging, the app stays on the screen "searching" and does not want to connect a second time ?. The Bluetooth is on. Can you help please ?
Answer
Problem solved using "Settings>general>reset>network settings" on my iphone.
Just tried this. iPhone 5 reset, black screen then Apple logo. Started app, turned on plane, searching............ Still will not connect. Tried having app open first then plane one as well as plane on first and then starting app. No joy. Would very much appreciate any other thoughts. Thanks.
Answer
Under review
We've never encountered this during testing. Try these:
How close do you keep your iPhone to the plane? Can you try moving the iPhone between the two wings, very close close/touching the white cockpit?
re you sure your Bluetooth is turned on? :)
Can you try turning WiFi off (it may interfere)? Is the battery fully charged?
Is the Bluetooth icon on the status bar dark grey or white? If it's white it may already be connected. Does the white LED on the plane blink 2 short strokes, or longer on/off? If it's two short strokes it is already connected. Can you try pressing the searching screen with 2 fingers to force-remove it, and then trying to turn the motor on with the throttle slider?
How close do you keep your iPhone to the plane? Can you try moving the iPhone between the two wings, very close close/touching the white cockpit?
re you sure your Bluetooth is turned on? :)
Can you try turning WiFi off (it may interfere)? Is the battery fully charged?
Is the Bluetooth icon on the status bar dark grey or white? If it's white it may already be connected. Does the white LED on the plane blink 2 short strokes, or longer on/off? If it's two short strokes it is already connected. Can you try pressing the searching screen with 2 fingers to force-remove it, and then trying to turn the motor on with the throttle slider?
Answer to Prashant:
The iPhone was 5 centimeters to the plane while triing to connect.
Bluetooth was turned on :)) ans the icon turned to white when the plane was turned on.
The bueetooth menu said: "connected to smartplane".
The LED blink two short stroke.
The plane considered to be fully connected to my iphone but the App did not want to connect to the plane.
I have tried pressing the two fingers but the engine did not want to start.
The problem has been resolved erasing all my network settings on my phone: I Hope I won't have to do it again... :((
Nicolas
The iPhone was 5 centimeters to the plane while triing to connect.
Bluetooth was turned on :)) ans the icon turned to white when the plane was turned on.
The bueetooth menu said: "connected to smartplane".
The LED blink two short stroke.
The plane considered to be fully connected to my iphone but the App did not want to connect to the plane.
I have tried pressing the two fingers but the engine did not want to start.
The problem has been resolved erasing all my network settings on my phone: I Hope I won't have to do it again... :((
Nicolas
Prahsant,
Thanks for the reply. Some answers to your questions:
1 - Based on other information on the SmartPlane site, I've tried keeping the iPhone very close to the cockpit. I have run both sides of the iPhone as well as all four sides and four corners by the white cockpit. Every part of the iPhone has been in contact with both sides of the white cockpit chip to no avail.
2- Yes, bluetooth is on (it never hurts to ask the obvious!!); the indicator is gray, unpaired with any other device, e.g., JamBox, headphones, or, most critically, the SmartPlane.
3- Turned off WiFi and repeated all steps of the pairing process. No joy.
4- Yes, the plane is fully charged. It is flashing white at the speed of 1 flash per second.
5- As for bypassing the searching screen with a 2-finger tap, I had seen that suggestion before. I did already bypass the searching screen to get to the app. Sliding the throttle has no effect on the SmartPlane.
6- I have tried all of the above steps with both my iPhone 5 as well as my son's iPhone 5. Neither device pairs with the plane.
What I have right now is a fairly expensive, feather-light paperweight (...a poor attempt at humor). Just trying to maintain a sense of perspective in all this!
Thanks for the reply. Some answers to your questions:
1 - Based on other information on the SmartPlane site, I've tried keeping the iPhone very close to the cockpit. I have run both sides of the iPhone as well as all four sides and four corners by the white cockpit. Every part of the iPhone has been in contact with both sides of the white cockpit chip to no avail.
2- Yes, bluetooth is on (it never hurts to ask the obvious!!); the indicator is gray, unpaired with any other device, e.g., JamBox, headphones, or, most critically, the SmartPlane.
3- Turned off WiFi and repeated all steps of the pairing process. No joy.
4- Yes, the plane is fully charged. It is flashing white at the speed of 1 flash per second.
5- As for bypassing the searching screen with a 2-finger tap, I had seen that suggestion before. I did already bypass the searching screen to get to the app. Sliding the throttle has no effect on the SmartPlane.
6- I have tried all of the above steps with both my iPhone 5 as well as my son's iPhone 5. Neither device pairs with the plane.
What I have right now is a fairly expensive, feather-light paperweight (...a poor attempt at humor). Just trying to maintain a sense of perspective in all this!
Hi Paul, sorry for the late response (we are all traveling these days). Unlike Nicolas, it looks like your Smartplane refuses to connect at all. I suspect it's because of improperly soldered antenna wire, which results in low signal strength. The "touch-n-go" feature only connects if signal strength is pretty good.
In this case, I would recommend getting it exchanged for a new unit. ( support at tobyrich.com )
Meanwhile however, do you mind doing a couple of more tests? It will help us a lot. If yes, then please do this:
- First of all make sure you have fully charged the Smartplane. This means plugging into microUSB, and waiting till the fast blinking LED goes back to slow blink. Should take at most 13-15 min.
Next, download "Light Blue" app from the App Store (it's free), and use it to search for the Smartplane.
Now check the "RSSI" (signal level) value it shows. This should be a negative number in dB (e.g. -55 dB). Please tell me what signal level you get when the phone is close to the plane.
Lastly, try to connect to the Smartplane through the Light Blue app. Does it connect and hold a stable connection?
Thanks a lot and sorry for the inconvenience.
In this case, I would recommend getting it exchanged for a new unit. ( support at tobyrich.com )
Meanwhile however, do you mind doing a couple of more tests? It will help us a lot. If yes, then please do this:
- First of all make sure you have fully charged the Smartplane. This means plugging into microUSB, and waiting till the fast blinking LED goes back to slow blink. Should take at most 13-15 min.
Next, download "Light Blue" app from the App Store (it's free), and use it to search for the Smartplane.
Now check the "RSSI" (signal level) value it shows. This should be a negative number in dB (e.g. -55 dB). Please tell me what signal level you get when the phone is close to the plane.
Lastly, try to connect to the Smartplane through the Light Blue app. Does it connect and hold a stable connection?
Thanks a lot and sorry for the inconvenience.
Hi! I have bought 2 smartplanes , transported them from Germany to Russia but they does not work. And I tried all the recommendations on this FAQ, but nothing helped. I even tried on different phones but all the same result. It doesnt change the searching mode.. When turn off and on the plane it changes the mode for 1 sec and turns again on searching mode. The color of the bluetooth sign changes for a second to white and then again becomes grey. Network settings and all other recommendations I have done for several times but it doesnt work. One moment to say that it didnt start even the preparing mode it started directly from searching mode..pls help me or return the money..
Hi Joseph,
Sorry to hear both your Smartplanes are not holding a stable connection. :(
The symptoms you described sound like it is connecting but losing the connection due to not having enough power. I have received some units with this defect and am investigating the cause. I think it could be a faulty battery.
One thing to note: the app always starts in searching mode. The preparing mode comes after it.
Please give us some time so we can find a solution to this issue. In the meantime if you would like to get a refund or exchange, please contact our support team by emailing support@tobyrich.com.
Sorry to hear both your Smartplanes are not holding a stable connection. :(
The symptoms you described sound like it is connecting but losing the connection due to not having enough power. I have received some units with this defect and am investigating the cause. I think it could be a faulty battery.
One thing to note: the app always starts in searching mode. The preparing mode comes after it.
Please give us some time so we can find a solution to this issue. In the meantime if you would like to get a refund or exchange, please contact our support team by emailing support@tobyrich.com.
We have made some changes to the Touch&Go feature, which may help with this issue. Please wait for app update v2.8.6 to land in the App Store.
I'm having the same problem as Paul stated above and have tried all of the same things to resolve it.
I've had the plane for about ten days. It flew just fine for several days, then I left town and when I came back, the plane will not link to the app. I spent about forty minutes today trying. I reset my phone three times, took my Jawbone UP24 outside of range of my phone, and followed all of the directions you prescribed above.
The plane cannot be flown.
Any other ideas? How would I facilitate an exchange if the unit still won't work?
Thank you!
I've had the plane for about ten days. It flew just fine for several days, then I left town and when I came back, the plane will not link to the app. I spent about forty minutes today trying. I reset my phone three times, took my Jawbone UP24 outside of range of my phone, and followed all of the directions you prescribed above.
The plane cannot be flown.
Any other ideas? How would I facilitate an exchange if the unit still won't work?
Thank you!
Hey Erik, we've sent an update to the iOS app which is waiting for review. Can you please try that version (2.8.2) and see if it helps? We made some changes to the connection logic.
I'm using an Android phone (Nexus 5) and it has the latest SmartPlane app..... Any other suggestions?
Hi Erik, I replied to your review on the Play Store. Can you please try the v2.1 update?
Hi,
Bluetooth lists smartplane.. But smartplane app keeps searching and not connecting. :(
Battery is fully changed.
Regards,
Gowtham
Bluetooth lists smartplane.. But smartplane app keeps searching and not connecting. :(
Battery is fully changed.
Regards,
Gowtham
Hi Gowtham, the HTC One is tested and is supposed to work. Does it help if you turn your phone off and back on?
Hi Prashanth,
I tried to poweroff and power on the phone. Still the app keeps searching.
I tried to poweroff and power on the phone. Still the app keeps searching.
Hi Gowtham, please try the latest updated app v2.1-BETA. Does it solve the problem?
I am having the same problem. When the plane is charging, the bluetooth logo on my phone quickly flashes back and forth between white and grey, and the screen quickly flicks back and forth between the 'searching' screen and the flight control page. When I unplug the phone, the bluetooth icon goes grey, the white LED on the plane goes dark, and the phone stays on the searching page perpetually. Network reset, phone reboot, no luck. Plane charged for hours.
Hi Sean, are you 100% positive that you're turning the smartplane ON while charging? It sounds very much like the switch is off while charging. In this case the LED still blinks but the battery is disconnected and isn't actually charging!
Lol yes its turned on. It ACTS like its turned off, but the switch is very much in the on position.
It could be a defective battery, then. Please contact support@tobyrich.com and they will help you with replacement/refund.
We have the same issue. We bought 2 smartplanes and they flick back and forth between connecting to the app and searching, we have charged them, restarted the smartphones, tried iphones versus android phones, reset everything, and nothing has worked. very disappointing.
I bought a smartplane yesterday, but I have had the same issue. I check with Light Blue, the signal is -33 dB.
I hope you can find a solution.
Thanks
I hope you can find a solution.
Thanks
Guys, if you are using iOS, can you please go to Settings > General > Reset > Reset Network Settings? This will erase your network settings (WiFi, Bluetooth etc.). This seems to help with connection problems.
+2
Prashant, having same issues as described above. Observe what's happening here: Smartplane Connection Issues: http://youtu.be/j0rUMtY6DoM Tried various Bluetooth devices, reset settings - still no luck. Light Blue measured at - 40 or so
Thanks for the Youtube video Mark Jensen, I wasted over an hour of my Christmas trying to get this paperweight to work for my 14 year old son. My experience was exactly as you have shown in your video. What a disappointment this product is. My guess is it is not ready for prime time.
We are having the same issues as Mark Jensen. I have tried also two different phones with no luck. Thanks for your help.
Hey everyone!
We are are very sorry this hassle.
Please, write an email to support@tobyrich.com regarding this issue you and we will sort this out immediately!
Best Regards
Tobias
We are are very sorry this hassle.
Please, write an email to support@tobyrich.com regarding this issue you and we will sort this out immediately!
Best Regards
Tobias
Same issue, sadly your price point is way above a throw away item, but I just get searching. Tried all the options and still just jumps to and from "searching". If I set the iphone flat on a desk and don't tilt it seems to stay connected longer.
Thanks,
Dan
Thanks,
Dan
Lastly, the question is that everyone will want to know, is an app update coming that will fix the problem, or should we be pursuing a refund?
Thanks,
Dan
Thanks,
Dan
Hi Dan,
can you please direct your request directly to our costumer support: support@tobyrich.com.
They will analyze your case and make sure the problem will be solved to your satisfaction.
Best
Tobias
can you please direct your request directly to our costumer support: support@tobyrich.com.
They will analyze your case and make sure the problem will be solved to your satisfaction.
Best
Tobias
For anyone else experiencing this, I'd like to give some more information. This is not an app issue. It is happening due to a discharged battery which is unable to be charged. The plane disconnects because it doesn't have enough power to run and the chip resets. Resting the phone on table makes it last longer because then the plane is not moving the rudder so needs a tad bit less power. As per our policy we send a free replacement for defective units. For reasons of your privacy you must contact our support directly in this case.
iPhone 6....Started app, turned on plane, searching............ Still will not connect. Tried having app open first then plane one as well as plane on first and then starting app. NOT WORKING!!!!! 3 days I'm trying..I purchased it at Touch o Modern at SF on Dec 3rd. ....received it yesterday.....I could have ordered a custom BMW for the same timeframe... I'm an ex Apple Tech....I petty much know all the STUFF....what is your next step??????????????????
Hi Bernard,
did you charge the plane to 100% before you made your first attempt to connect it to the phone? Please, make sure the switch is turned ON while charging. Otherwise it won't charge.
If problem persists please write an email to support@tobyrich.com.
We are very sorry for the hassle.
Best Regards
Tobias
did you charge the plane to 100% before you made your first attempt to connect it to the phone? Please, make sure the switch is turned ON while charging. Otherwise it won't charge.
If problem persists please write an email to support@tobyrich.com.
We are very sorry for the hassle.
Best Regards
Tobias
+2
Received a replacement plane some time ago and it works every bit as advertised. Fun toy. Thanks for making it right!
I don't think this is recomended way to make your situations better, but i just want to report my case as an example.
I used to have the same issue and i could rarely, i don't know what made it work, connect my plane. I tried to turn on the app, searching, shut down the app and turn on again, searching......., after a couple of trials, connected!!
Every time this happens.
I opend the white cover of the cockpit struggling sticky glue, found the antenna bended around the circuit chip, straightened it vertically.
It improved the connectivity perfectly.
This could give you guys either the clue or possibility of send your plane to the trush bin.
At least you'll no longer officially supported by manufacturer.
Try at your own risk.
Thanks
I used to have the same issue and i could rarely, i don't know what made it work, connect my plane. I tried to turn on the app, searching, shut down the app and turn on again, searching......., after a couple of trials, connected!!
Every time this happens.
I opend the white cover of the cockpit struggling sticky glue, found the antenna bended around the circuit chip, straightened it vertically.
It improved the connectivity perfectly.
This could give you guys either the clue or possibility of send your plane to the trush bin.
At least you'll no longer officially supported by manufacturer.
Try at your own risk.
Thanks
Customer support service by UserEcho
How close do you keep your iPhone to the plane? Can you try moving the iPhone between the two wings, very close close/touching the white cockpit?
re you sure your Bluetooth is turned on? :)
Can you try turning WiFi off (it may interfere)? Is the battery fully charged?
Is the Bluetooth icon on the status bar dark grey or white? If it's white it may already be connected. Does the white LED on the plane blink 2 short strokes, or longer on/off? If it's two short strokes it is already connected. Can you try pressing the searching screen with 2 fingers to force-remove it, and then trying to turn the motor on with the throttle slider?