IMG NOT CONNECTING TO THE TEAM APP
This issue arises when an iMG that was previously functioning properly no longer syncs or displays a BLE signal. It can be identified by a player tile that consistently lacks a BLE signal and displays a "last sync" that does not match the rest of the team.
CHECK SERIAL NUMBER ASSIGNED TO ATHLETE
Ensure that the iMG is correctly assigned to the current team by checking that the serial number matches the iMG in the solo case. Locate the serial number inside the front left edge or on the back left side of the mouthguard.
ENSURE THAT THE iMG IS PROPERLY IN THE CASE AND HAS BEEN CHARGING FOR AT LEAST 5 MINUTES
The indicator LED on the solo case should be a solid yellow if charging, or be solid green if the iMG is fully charged. If the LED is red, ensure that iMG is in the case and is secured tightly against the back of the solo case, and the iMG is pressed fully to the base of the case. If the iMG is properly aligned in the case and the red light remains, please contact Prevent for a replacement iMG.
REMOVE THE INDIVIDUAL CASE FROM THE TEAM CASE AND RE-INSERT INTO TEAM CASE
This will restart the charging cycle. This first cycle applies a higher power wireless charge, which may help wake a stubborn iMG.
DEVICE STILL NOT SYNCING?
If the device continues to show no BLE signal and does not update the “last sync” indicator, it may need to be replaced. Prior to replacement, check for any signs of chewing that may have caused damage to the mouthguard. If chewing damage is detected, kindly advise the athlete to refrain from chewing before providing a replacement. The iMG is not designed to endure chewing or helmet jamming, particularly on the battery and charging coil. Examples of mouthguard misuse are listed below:
