Symptoms
- App's device search never finds the new device
- Search finds other devices but not the new one
- App gets stuck on a scanning or searching screen
- Device is visible to one phone but not another
Likely causes
- CommonPhone's Bluetooth or location permission disabled for the appMany setup apps use Bluetooth and require location permission (an Android requirement for Bluetooth scanning) to find nearby devices.
- CommonDevice not yet in pairing/discoverable modeDevices typically need a specific button press or power cycle to start broadcasting for setup.
- PossiblePhone connected to a 5GHz network while the device only broadcasts on 2.4GHz during setupA network mismatch during the discovery phase is a very common cause of a failed search.
- PossibleMultiple app installations or accounts interferingHaving the same app installed with a work and personal account can cause confusion during device search.
- Less commonDevice is defective and never enters a broadcasting stateA small percentage of new devices have a manufacturing fault preventing setup.
What to do
- Check your phone's settings and ensure Bluetooth and location permissions are granted to the setup app.
- Confirm the device shows a pairing indicator (blinking light, specific tone) before searching in the app.
- Make sure your phone is on the 2.4GHz Wi-Fi network if your router has separate band names.
- Restart both the phone and the device, then try the search again.
- Log out and back into the app to rule out an account-related glitch.
- Try the setup process on a different phone to see if it's phone-specific.
- Contact the retailer for an exchange if the device never enters a discoverable/pairing state after multiple attempts.
When to call a pro
No professional needed; if the device is genuinely defective, exchange it through the retailer or manufacturer.
Safety
Generally low risk
Generally low risk for a careful person. Stop if anything looks different from what this guide describes.