Troubleshooting

If something isn’t working as expected, this guide covers the most common issues and fixes. If you don’t find your problem here, email us and we’ll help directly.

Device issues

The device won’t wake up

The MotionSleeve wakes with motion or when your phone is actively trying to connect — there’s no power button to press. If your phone isn’t finding it:

1. Plug the device into a USB-C charger for at least 30 minutes
2. Move the device near your phone and try the app’s Connect button again
3. If it still won’t connect, you can force a reboot using a strong magnet. Hold the magnet over the lower-left side of the upper sensor pack when looking at the USB-C charging port. This triggers an internal magnetic reed switch that cycles power and reboots the sleeve.

If you don’t have a strong magnet (a refrigerator magnet won’t work — you need a rare-earth/neodymium magnet), email us and we’ll send one.

If still nothing after rebooting, contact support.

The device disconnects, or won’t connect

The most common cause is low battery. Plug the MotionSleeve into a USB-C charger for at least 30 minutes, then try again — sometimes a low battery is enough to cause the sleeve to disconnect or fail to connect.

Other things to check:

• Make sure your phone’s Bluetooth is on
• Move closer to the device if you’re a few rooms away

Sensor pack shifts during exercise

If a sensor pack shifts or migrates during exercise, the compression wrap is probably too loose. Try re-cinching the wrap so it sits more snugly against your limb. If that doesn’t help, the wrap may be the wrong size — contact us for a size exchange at no cost.

App issues

Pairing fails on first setup

• Make sure the MotionSleeve is charged
• Make sure your phone’s Bluetooth is on and the app has Bluetooth permission
• Move the device closer to your phone — the sleeve wakes with motion or when the app is actively trying to connect
• Restart the app and try again
• If restarting the app doesn’t work, try forgetting a previously paired MotionSleeve from the Bluetooth settings on your phone, then reconnect through the KineticOS app

Dashboard issues (for providers)

I can’t see a patient I expect to see

Patient records show up in your panel once your program administrator has assigned them to you. If a patient is missing, contact your program admin or email us.

Still stuck?

Email hello@openmotion.ai with:

• A short description of the problem
• The step that fails (e.g., “device won’t pair, app shows ‘no devices found’”)
• Your device type (iPhone model + iOS version, or Android phone + version)