Customer Support

Some smartphone have specific settings for battery draining or an intelligent optimization that can create problems with SmairtHero app.

SmairtHero offers a unique service of security and safety, so we use a lot data, with internet and Bluetooth, and the GPS, so, in case of emergency, Operational Centre has all the information needed to manage the problem.

Check the user manual of your smartphone if you can not find the correct entries to protect or exclude from battery optimization the SmairtHero app.

Devices with OS Android 6.0+: Settings > Battery > Battery optimization. Check that SmairtHero is in the list of applications excluded from optimization.

ASUS: Settings > Power Management > Auto-start Manager > Find "SmairtHero" and tap on "Allow".

HTC: Settings > Power > disable “Power saver” and “Extreme power saving mode”.

Huawei / Honor: System Settings > Advanced Settings > Battery Management > Protected Applications > Enable SmairtHero.

Lenovo: Settings > Power manager > Background app management > enable "Allow automatic start for "SmairtHero".

OppO: Security Center > Privacy Permissions > App permission management > Manage by app tab > open SmairtHero card > Enable “I trust this application”.

Samsung: Settings > Security > Automatic Management > Set SmairtHero to "Permitted". Furthermore, it is necessary to exclude SmairtHero from any of the device's battery optimization features. To do this, go to: Settings > Battery > disable battery optimization for SmairtHero. For Android 8.0: Settings > Device Maintenance > Battery > Unmonitored apps > Add apps > select SmairtHero.

Vivo: Manager > App Manager > Autostart Manager > allow SmairtHero.

Xiaomi: Security > Authorizations > Autostart > enable, if necessary, SmairtHero.

When the app and SMAIRTHERO wristband, by turning on the red LED, will signal that the battery is running out, you can charge it. You can use any USB charger, which has indicated in the specific "5V output" and can deliver a minimum current of 2.0 A. Check that the USB power adapter is approved for safety (indicated by "LPS", "Limited Power Supply", "UL listed" or "CE"). Charge your SMAIRTHERO wristband for at least 1½ hours. Once fully charged, the red LED will turn green and it is ready to wear and use and you can resume using the SmairtHero service in full efficiency.

With some Samsung smartphone equipped with the last version of  Android, Android 10, can be a problem to pair the SMAIRTHERO with the app. This is not a problem related with the app, but with the operating system of the smartphone, specially if you have upgraded it without a factory reset.

Following you can find some fixes that can followed to fix the problem. Each smartphone is different, so we can suggest to try until a resolution. If the problem will be not resolved, contact your smartphone’s assistance or wait for a new system update.

Also if you don't use a Samsung smartphone, but have Bluetooth problems with Android 10, we suggest to follow these fixes to try to resolve this common bug.

WARNING: with these operations you can lose some data, like Bluetooth paired devices or other. Check with your vendor or reading the smartphone user manual before proceed. MAIS (and SmairtHero) cannot be responsable for any kind of problems.

Fix 1: Toggle Bluetooth on and off

The first fix is trying to switch off and then on the Bluetooth. Usually this could resolve the problem.

Close SmairtHero app, switch off and then on the Bluetooth (from the Settings if possibile) and then reopen the app and try to pair the device.

Fix 2: Restart devices

Another simple troubleshooting step is to restart the smartphone, but not using the classic Restart.

Press and hold the Volume Down button and the Power key at the same time for 10 seconds or until the device’s screen turns on.

If doing the regular restart won’t help, then try this:

1. Press and hold the Volume Down button first (don’t release it).
2. While holding it down, press and hold the Power key.
3. Keep both keys held down for 10 seconds or more.

Fix 3: Wipe cache partition

A corrupted cache can have as result this Bluetooth problem. To do so, follow these steps:

1. Turn off the device.
2. Press and hold the Volume Up key and the Bixby key (check your smartphone’s user manual to individuate it), then press and hold the Power key.
3. When the green Android logo displays, release all keys (the phrase ‘Installing system update’ will show for some seconds before showing the Android system recovery menu options).
4. Press the Volume down key several times to highlight ‘wipe cache partition’.
5. Press Power button to select.
6. Press the Volume down key until ‘yes’ is highlighted and press the Power button.
7. When the wipe cache partition is complete, “Reboot system now” is highlighted.
8. Press the Power key to confirm and restart the device.

Fix 4: Install updates

Keep your smartphone always up to date. It’s very important because vendors has changed the way with they release the updates for system apps. Usually they use or the Play Store or their own store. But remember also to check that there aren’t new system upgrades available: they can fix these kind of problems and improve the device security.

To check for system (Android) update:

1. Open Settings app.
2. Tap Software update.
3. Tap Download and install.
4. Wait for the device to check for updates.
5. Install the update. If there’s no new update, your phone should tell you so.

To check for app updates from Play Store:

1. Open Play Store.
2. Tap More settings icon (at the upper left).
3. Tap My apps & games.
4. Tap Update all button.

To check for app updates from Galaxy Store:

1. Open Play Store.
2. Tap More settings icon (at the upper left).
3. Tap Update.
4. Tap Update all button.

Fix 5: Force quit Bluetooth app

You can try to do a force quit of the Bluetooth app, following these steps:

1. Open Settings app.
2. Tap Apps.
3. Tap the More settings icon (three-dot icon, upper right).
4. Tap Show system apps.
5. Find and tap the Bluetooth app.
6. Tap Force Stop.
7. Open SmairtHero app and try to pair.

Fix 6: Clear Bluetooth cache

At times, an app’s cache may affect performance and cause problems. Cleaning it can fix various problems:

1. Open Settings app.
2. Tap Apps.
3. Tap the More settings icon (three-dot icon, upper right).
4. Tap Show system apps.
5. Find and tap the Bluetooth app.
6. Tap Storage.
7. Tap Clear cache button.
8. Restart the device.
9. Open SmairtHero app and try to pair.

Fix 7: Reset Bluetooth app

If the Galaxy Bluetooth issue remains after clearing the app cache, the next step is to reset the app to its defaults. Here’s how:

1. Open Settings app.
2. Tap Apps.
3. Tap the More settings icon (three-dot icon, upper right).
4. Tap Show system apps.
5. Find and tap the Bluetooth app.
6. Tap Storage.
7. Tap Clear data button.
8. Restart the device.
9. Open SmairtHero app and try to pair.

Fix 8: Reset network settings

The Bluetooth is part of the network, so another way to try is to reset the network settings:

1. Open Settings app.
2. Tap General management.
3. Tap Reset.
4. Tap Reset network settings.
5. Tap Reset settings to confirm.
6. Open SmairtHero app and try to pair.

Fix 9: Reset app preferences

Some apps, including system apps like Bluetooth, requires default system apps in order to work, but, sometimes, these default apps may be turned off after some system changes like after an update. To ensure that all default apps are enabled again, you can do these steps:

1. Open Settings app.
2. Tap Apps.
3. Tap on More settings at the upper right (three-dot icon).
4. Select Reset app preferences.
5. Restart your Samsung.
6. Open SmairtHero app and try to pair.

Fix 10: Factory reset

This is the stringest way, because you will reset your smartphone like you bought it. So, take a look to do this operations because all data and account will be erased. Check your smartphone user manual to understand better this procedure.

To reset:

1. Create a backup of your personal data and remove your Google account.
2. Open Settings app.
3. Scroll to and tap General management.
4. Tap Reset.
5. Select Factory data reset from the given options.
6. Read the information then tap Reset to continue.
7. Tap Delete All to confirm action.
8. After, your device will reboot and you can start a new configuration.

• Make sure that you have entered the correct Username, Password. The Password is Case Sensitive which means that it recognises upper-case and lower-case letters.
• Check if your internet connection is working properly

• Deactivate and activate Bluetooth: Settings> Bluetooth to access the on/off toggle
• Reset network settings: Settings> General> Reset. Select the "Reset network settings" item
• Reset all settings: Settings> General> Reset. Select the "Restore settings" item
• Reinstalling iOS 12: factory reset

To reset the SMAIRTHERO wristband you just have to connect it to the charger; there will be 1 acoustic signal and the LEDs will switch on.

Put your SMAIRTHERO closest to the smartphone and make sure that it's on (LEDs flash green and blue).

Make sure that the Bluetooth is active on the smartphone and that the LEDs are flashing green and blue. If not, put the wristband on and wait about 8 second until they switch on.

Make sure that you are wearing the wristband correctly. After about 8 seconds the LEDs green and blue will switch on. If they don’t switch on, reset the wristband.

1. Stop the SmairtHero service
2. Enable airplane mode on the smartphone
3. Remove the SMAIRTHERO from the wrist.