Steps to troubleshoot
1) Are you using Android or IoS operating systems? Estride does not work on windows phones
2) Check you are using SD card less than 64 GB capacity
3) Place the mat on the table indoors and try the following steps
- Turn it on, all the light should keep flashing
- When using mobile app, click on Instant Mode
- All lights should stop blinking if it has a successful connection
- Once all lights have stopped blinking, pressure should be seen on the app
- Close the app and turn off the mat
4) Try the steps above, but this time click on Recording mode and apply pressure on the mat after it gives you an alert on the mobile
5) Once done click on stop recording and turn off the mat
6) Take the SD card out, by pushing the card inside and it will pop out of the SD card and use the card reader to connect it to computer
7 ) Do you see the file on SD card called HarmonyLog.txt?
Note: Under no circumstances, should the SD extension cable be removed from the black box.
If any of the steps above do not work, please raise a ticket and an agent will look into it.