My sensor(s) won't charge

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

  1. Place your sensors inside the Playermaker case.
  2. Plug the charging cable into the bottom of the case and into a power source.
  3. Charge your sensors for at least 10 minutes.
  4. 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 one or both sensor lights are still not solid when plugged into the charger, then:

  1. Perform a hard reset to the relevant sensor(s). 
  2. Repeat the hard reset to the relevant sensor(s) up to 3 times, or until your sensor begins charging successfully.
  3. If the hard reset didn't work, then your Playermaker case might be dirty and needs to be cleaned. Please read this article to learn how to clean your Playermaker case.

If only ONE of your sensor lights is not solid when plugged into the charger, then:

  • Switch the places of the right and left sensors inside the Playermaker case. 
  • If the relevant sensor begins charging properly, then this means that you have a defective Playermaker case that needs to be fixed by the Playermaker Team. 
    • If you have a defective Playermaker case, then please contact Playermaker support via our 'Submit a Request form' and request for your case to be fixed. When filling in this form, please include the following details:
      1. A video of the defective sensor while it is inside the case and plugged into the charger.
      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.

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 the defective sensors while they're inside the case and plugged into the charger.
    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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