Why Isn't My Terra Showing Up During Setup?

During initial setup, you may find that once you get to the device scan page, no Terra appears for you to select...it looks like this:

A couple of pointers: 

1.  Make sure the device is plugged in and that the light on the bottom is pulsing on and off.  If the light is solid green with a blink every 5 seconds, then your device is already connected to your wifi, and setup is no longer required.  In fact, if the light is doing anything but pulsing, then you are not in pair mode, and the scan won't work.

2.  Try deleting and re-installing the app, and be sure to login to the app from the Login/Register option in the menu.  If you don't see that option, you can find Logout at the bottom of the menu first. and then go to Login/Register.

2. Make sure the device is close to your phone.  One mistake we've seen is placing the device outside before setting it up, and then trying to set it up inside the house.  You want to be as close as possible to the device when doing the scan - even just being 10 feet away can be enough to fail the scan.

3. Be sure that Bluetooth is turned on on your phone - if it's off then it won't find the Terra

4. Make sure your permissions for the Terra Listens app allow Bluetooth.  On Android, you'll find this in the info page for the app, and on iOS you'll find it in Settings>Apps>Terra Listens

5.  Give the app time to scan - it can take up to 60s to find your device. If it goes longer than that, however, chances are it won't find it.

6.  Try quitting the setup, and then trying again.  There is an occasional bug that is fixed just by quitting and starting over.

7. Don't bang your head against the wall!  If you've tried all this and it's not working, send us a message at support@terra.zohohdesk.com, and we'll make sure that everything is right on the backend.  Sometimes we can have a simple fix for a problem but it's something the user can't do themselves.  We're here to help!

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