If you move YO or your device during the test or use your device for other things (e-mail, social media, phone calls, etc.), the connection can be lost, and the test may freeze. If this happens, please perform the following troubleshooting steps:
- Quickly reboot your device and reset YO by disconnecting/reconnecting it from its power source.
- Check your WiFi/internet settings to make sure your device is re-connected to YO only.
- Try again with the same slide/sample, and do not touch YO or your device.
- Try running YO on a different device if the problem persists.
- If these steps are unsuccessful, please send us a Support ticket through the App:
- Choose Support from the Main Menu.
- Enter your e-mail and a description of the problem.
- Agree to send your data.
- Click “Send Report.”
- A representative will be in touch within 24 hours.
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