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The Prevent iMG requires a Bluetooth connection to the Prevent App in order to sync data. Here's how to tell if a device is not connecting, and the steps to troubleshoot this.
How to tell if an iMG isn't connecting the the Prevent App:
- When an iMG is in close range to the Prevent App, there should be a good Bluetooth signal and active connection between the devices
- This information is visible for each athlete in the Prevent App. Please refer to the image below to identify if an iMG is currently connected to the app
- The 'Last Seen' status will refresh every few seconds when an iMG is successfully connected. If an iMG that is within close range fails to connect, please follow the steps outlined below to troubleshoot and resolve the issue.
- Check that the iMG is charging.
- The solo case should display a yellow or green light if charging successfully. If the solo case displays a red light, the iMG is not charged and will not connect to the Prevent App. For detailed troubleshooting steps regarding a red light on the solo case, please refer to this article.
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- Allow the iMG to charge for at least 2 minutes, displaying a yellow light, before checking its connection to the app. To restart the charging process, simply remove and reinsert the iMG and solo case from power.
- Allow the iMG to charge for at least 2 minutes, displaying a yellow light, before checking its connection to the app. To restart the charging process, simply remove and reinsert the iMG and solo case from power.
- Ensure the athlete is assigned to the correct iMG
- To check the iMG device assigned to the athlete, click on the individual athlete's tile. The 4-5 digit monitor number is displayed beneath the athletes name. Ensure this matches the monitor number printed on the athlete's iMG.
- If the athlete is incorrectly assigned to an iMG, please refer to the following articles for guidance on how to assign iMG monitors using the Prevent Portal or Prevent App.
- To check the iMG device assigned to the athlete, click on the individual athlete's tile. The 4-5 digit monitor number is displayed beneath the athletes name. Ensure this matches the monitor number printed on the athlete's iMG.
- Check the device has Bluetooth enabled
- To establish a connection with the iMGs, the Prevent App must have Bluetooth enabled. Enter your device's settings to ensure this is switched on for this application.
What to do if the device is still not syncing?
If the device continues to show no Bluetooth signal and does not update the 'Last Seen' indicator, it may need to be replaced. Please contact Prevent Support who can provide further help.
Prior to requesting a replacement, inspect the iMG for any signs of chewing that may have caused damage. If you find evidence of chewing, please remind the athlete to avoid this behavior in the future. The Prevent iMG is not built to withstand chewing or jamming within a helmet, especially around the circuit board.
A visual representation of damage to the iMG from chewing can be seen below.
