Troubleshooting Devices That Are Not Scanning

⚠️ Issue

When starting a wearing session and scanning the SoterCoach device QR code, you may see the message:
“Device hasn’t been synced in a while.”

❓ Cause

This message appears when the SoterCoach device has not synchronised with the Hub for an extended period of time. As a result, the device cannot be used to start a new wearing session.

💡 Solution

1. Place the device into the Hub.

2. Ensure the Hub is connected to power.

3. Leave the device charging for 3–4 hours.

During this time, the device will:

• Recharge its battery

• Synchronise with the Hub

After charging and synchronisation are complete, you should be able to scan the device QR code and start the wearing session without any issues.

If the problem persists after following these steps, please contact Support for further assistance.