One sensor is not 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 one sensor light is not solid when plugged into the charger, then:

  1. The relevant sensor might be turned off.
  2. To see if your sensor is turned off, remove the non-charging sensor from the case and press the white button 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 light has a solid color.
    • If your sensor is flashing a solid color, then try to do an activity.
    • If your sensor is not flashing a solid color, then try to clean the case connector of the non-charging sensor. Please read this article to learn how to clean your case connector.

If one sensor light is still not solid when plugged into the charger, then:

  1. Switch the placement of your sensors inside the Playermaker case. 
  2. Observe if your sensor light has a solid color.
  3. 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:
    • A video of your sensors inside the case and plugged into the charger. In the video, please include the following scenarios: cleaning the non-charging case connector and switching the placement of the sensors inside the case.
    • The type of troubleshooting steps you've attempted.
    • Your left and right serial numbers.
    • The email address that your Playermaker account is registered with.
  4. If steps 1 - 3 didn't work, then perform a hard reset to the non-charging sensor. 
  5. Repeat the hard reset to the relevant sensor up to 3 times, or until your sensor begins 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: cleaning the non-charging connector, switching the placement of the sensors inside the case, and performing a hard reset to the non-charging sensor.
    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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