Bluetooth connection issues: CORE

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.”

If you receive the error message above, please try the following steps:

  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.”

If you receive the error message above, please try the following steps:

  1. Tap Continue.

  2. Tap Allow.


For iPhone

Error message:

“Connection Failed: Make sure your Eko product is powered on and near your iPhone.”

If you try to connect your CORE and you get a “Connection Failed” message, please do the following:

  1. Turn off your CORE.

  2. Navigate to your iPhone settings.

  3. Tap Bluetooth.

  4. Tap on the “i” next to your CORE device.

  5. Tap Forget this device.

  6. Open the Eko App and tap Connect Device.

  7. Turn on CORE and select CORE on the pairing screen in the Eko App.


For Android

Error Message:

"Connection Failed: Bluetooth pairing attempt with selected Eko device failed. Try to restart your Eko device and/or Android device and try again."

If you get the message above, please follow the steps below 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.




243, Rev A

Date of Issue:

April 30, 2021

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