Both sensors aren't charging

A solid sensor light means that your sensor is charging successfully. If one or both of your sensor lights are not flashing a solid color (red / orange / green) when plugged into the charger, then this means that the relevant sensor is not charging successfully. 

Before attempting the troubleshooting steps below, make sure that you are charging your sensors with the correct charging cable, a USB-A to USB-C charging cable.

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If both sensor lights are not solid when plugged into the charger, then:

  1. Your sensors might be turned off.
  2. To see if your sensors are turned off, remove both sensors from the case and press the white button on each sensor once.
  3. After, place your sensors inside the case.
  4. Plug the charging cable into the bottom of the case and into a power source.
  5. Observe if your sensor lights have a solid color.
  6. If steps 1 - 5 didn't work, then let your sensors charge for at least 10 minutes.
  7. After 10 minutes of charging, your sensor lights should now flash a solid orange color.
    • If both sensors are flashing a solid orange color, then try to do an activity.
    • If both sensors are not flashing a solid orange color, then try to charge your Playermaker case with a different USB-A to USB-C cable.

If both sensor lights are still not solid when plugged into the charger, then:

  1. Clean your case connectors. Please read this article to learn how to clean your case connectors.
  2. Observe if your sensor lights have a solid color.
  3. If this didn't work, then perform a hard reset to both sensors. 
  4. Repeat the hard reset to your sensors up to 3 times, or until they begin charging successfully.

If none of the above troubleshooting steps resolved the relevant charging issue, then:

  • Please contact Playermaker support via our 'Submit a Request form' and include the following details:
    1. A video of your sensors inside the case and plugged into the charger. In the video, please include the following scenarios: switching the charging cable, cleaning the case connectors, and performing a hard reset to both sensors. 
    2. The type of troubleshooting steps you've attempted.
    3. Your left and right serial numbers.
    4. The email address that your Playermaker account is registered with.

 

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