Bluetooth connection issues: DUO

Who is this for?

✓ Enterprise institutions with a subscription to the SENSORA™ platform

If you need help:

  • If you're an admin with your institution, reach out to your Customer Success Manager.

  • If you're a clinician or site with your institution, contact support.

If you're a customer who purchased your own Eko device, go to the Eko Help Center.

For iPhone

Error message:

"Enable iPhone Bluetooth. Turn on your Bluetooth or Allow New Connections in your iPhone’s settings to connect to your Eko device."

  1. Tap OK.

  2. Swipe down from the top right corner of your iPhone screen.

  3. Tap on the Bluetooth icon to enable Bluetooth settings.


For Android

Error message:

"Please Turn on Bluetooth. Bluetooth must be turned on in order to connect your device to the Eko app."

  1. Tap Continue.

  2. Tap Allow.


For Android

If you try to connect your DUO and you get a “Connection Failed” message, please do the following to clear the Bluetooth cache and data:


Steps to clear the Bluetooth cache and data may vary depending on your specific Android model. If you are unable to follow the steps, please search online for how to clear Bluetooth cache for your specific phone.

  1. Start screen.

  2. Swipe from top of screen to show first-level settings.

  3. Swipe from top of screen again to show second-level settings.

  4. Tap the small gear icon (right center of screen).

  5. Tap Apps & Notifications.

  6. Tap See all <number> apps.

  7. Tap the 3-dots icon on the top right.

  8. Tap Show system.

  9. Scroll down to the Bluetooth app.

  10. Tap the Bluetooth app.

  11. Tap Storage & cache.

  12. Tap Clear cache.

  13. Tap Clear storage.

  14. Tap OK.






385 Rev.A

Date of Issue:

September 14, 2022

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