Having trouble connecting?
YO connects to your device by Direct WiFi (offline from the internet). The connection starts automatically as part of the testing cycle, but there may be times when the connection is lost before or during the test. If this happens, please perform the following troubleshooting steps:
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- Make sure you are not attempting to access the internet during any part of the testing process. YO needs the connection temporarily to communicate with your device.
- Check your WiFi/internet settings to make sure your device is connected to YO only.
- Power down your device (not just restart) and reset YO by disconnecting/reconnecting it from its power source. Then, power your device back on.
- Make sure your firewall and security settings are not preventing the connection.
- Try running YO on a different device.
- 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.
Did your App freeze during your test or fail to report your results?
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.