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IMPORTANT: If your thermometer is not working as intended, as a first step, please make sure to update your thermometer firmware to the latest version (instructions linked here). If that does not solve your issue, please proceed with the troubleshooting steps listed below. |
In this article, we have listed some troubleshooting steps that you can take if you experience issues with your thermometer:
- My temperature is not syncing
- My thermometer doesn’t pair with the NC° app
- My thermometer shows “Start measuring” but nothing happens
- My thermometer says “low/critical battery”
- The firmware update was not successful
- The thermometer says “Measuring error, try again in 10”
- I have tried all the troubleshooting steps and they didn’t help
My temperature is not syncing
This video will show some steps that you can try if your temperature is not syncing. Below, we have also listed out a few more steps to try.
Check that you’re following the syncing steps
The temperature will only sync from the Add Data page, which you can access by tapping the ‘+’ icon at the bottom of the app.
⚠️ If you try to sync from another page, like the Today page or My Device pages, the temperatures will not sync.
⚠️ The thermometer briefly connects to the app to sync your measurement each day but does not remain connected. This is why you need to open the Add Data page to initiate syncing with the thermometer.
- If you want to sync directly after measuring each morning, please follow the steps in this article.
- If you’d like to sync later in the day, you can read about how to do so here.
Have you successfully completed the thermometer setup?
If your thermometer is not set up correctly, this may cause syncing issues.
To fix this, go to the app’s top menu > My device > Set up thermometer again, making sure to follow each step until your thermometer is successfully set up.
Does your temperature have a timestamp?
If your temperature doesn’t have a timestamp, you will not be able to sync it to the app since the app doesn’t know which day it was taken.
If you have a temperature saved on your thermometer that doesn’t have a timestamp, you can still add it in the app manually by going to the Add Data page and typing it in there.
To make sure that your future temperatures can be synced, you need to re-connect your thermometer with the app by following the steps below:
- Turn your thermometer off.
- Go to the top menu in the app > My device.
- Press the Settings button on the thermometer to connect it to the app.
Does resetting the thermometer fix the issue?
To reset the thermometer, please follow the steps below:
- Remove the battery and put it back again (you do not need to put in a new battery). You can read about how to do this here.
- Go to the top menu > My device
- Click on Set up thermometer again to pair your thermometer with the app again.
Does turning off Bluetooth fix the issue?
To test this, please follow the steps below:
- Go into your phone settings (not the home screen shortcut but rather the Settings app)
- Turn off Bluetooth by toggling the slider off
- Turn Bluetooth back on by toggling the slider on
- Open the Natural Cycles app again
- Try to sync your thermometer with the app
My thermometer doesn’t pair with the NC° app
If the pairing is not successful at first, we recommend that you try going through the pairing process one more time, making sure that you have the latest thermometer firmware version and NC° app version. If needed, you can find the steps for how to pair in this article or in the video below:
If it still doesn’t work, please try the following:
- Remove the battery and put it back again (you do not need to put in a new battery). You can read about how to do this here.
- Go to the top menu > My device
- Click on Pair and follow the steps in the app.
My thermometer shows “Start measuring” but nothing happens
If this happens, please take the battery out and put it back in. Once you have done this, you need to connect your thermometer to the app by going to the menu > My device and then clicking on the Settings button on the thermometer.
My thermometer says “low/critical battery”?
Firmware version 4.10.0
If your thermometer is operating on firmware version 4.10.0, you will see the low/critical battery status due to a technical error that sometimes misreports the battery level as low. Rest assured, this is only a firmware issue with how the battery is displayed on your thermometer.
To fix this, please complete the firmware update by clicking the orange banner on the Today page or by going to the top menu > My device and clicking on the Update icon next to the firmware version.
The firmware update will take around 10 minutes and you must not lock your phone, click on anything else on your phone, or turn off the screen during the update. When you’re ready to complete the firmware update you can refer to these instructions.
Firmware version 4.11.0+
If your thermometer is operating on firmware version 4.11.0 or higher, the low/critical battery message appears if your thermometer needs a new battery. Please follow these instructions for replacing your battery.
The firmware update was not successful
If you are not able to update your firmware, please reach out to our Customer Care team via this link so that they can assist you. You can read more about how to update your firmware here.
The thermometer says “Measuring error, try again in 10”
The error message “Measuring error, try again in 10” may appear if you put the thermometer in your mouth before turning it on. The thermometer will ask you to wait 10 seconds and show a countdown to let you know when you can measure again.
When measuring with the NC° Thermometer Gen3, you should first turn it on and wait for the screen to say “Start measuring” before putting the thermometer in your mouth.
You can read more about when and how to measure here.
I have tried all the troubleshooting steps and they didn’t help
If you have tried all the steps and still need help, you can reach out to our Customer Care Team here.