Tempo Move/Core Troubleshooting

Modified on Tue, 25 Mar at 10:01 PM

Disconnect and Reconnect: Unplug all relevant cables, including HDMI and USB, from the Core, TV, and wall outlet. Wait 30 seconds, then reconnect everything.
Restart Devices: Restart both the TV and the customer's iPhone.

Use any alternate iPhone or an iPad that supports a lightning cable (if available) that does not necessarily have the Tempo app installed.
Plug in the alternate device into the Core.
Within 10 to 30 seconds, the phone prompts the "Trust" message. Click "Trust."
After clicking "Trust" on the alternate iPhone, go back to the original iPhone and attempt to connect it to the Core again.

Using Alternative Displays: Connect the Tempo Move-Core to a different TV or monitor (if available) to rule out display-specific issues.
Input Compatibility: Ensure the TV or monitor supports the required input (HDMI 2.0 for TVs after 2013).
Input Selection: Ensure the customer is using the correct input method.
Alternative Ports and Cables: Use different HDMI or USB ports and cables.

Please note that if the iPhone display was previously replaced with a non-certified screen, this will cause the face ID and other front-facing camera features not to function including the ability to enter a class using our App.

Troubleshooting Miscellaneous Issues:

The cause of this issue is primarily due to network connectivity issues:
Classes are streamed at a maximum of 2.0 Mbps, which is a little less than 1 GB/hour. A regular 20-30 minute class would require around 500 MB. We recommend at least 15 Mbps download speed for best performance. You can get an estimate on your speeds at https://www.speedtest.net/.
Insufficient signal strength may be the cause. If the user has a separate 2.4 GHz WiFi connection, it is advisable to connect to it.

Potentially an issue with their iPhone’s Face ID, resetting the Face ID can help. (Settings>Face ID & Passcode>Reset Face ID. (Tap Set up Face ID to set it up again).
Outdated operating system on the iPhone.
Bad screen protector.
Replaced the phone’s screen.

Rep Counting/ Form Feedback (Camera features):

Our rep counting and form feedback features are available in most classes that focus on compound movements (like squats, lunges, push-ups, and presses) as well as weighted exercises. Note: These features are not currently supported in HIIT or cardio classes.
For Best Results:
Clear the space: Make sure your workout area (about 6' x 6') is free of pets, obstacles, or anything that could block the camera’s view.
Lighting matters: Avoid direct sunlight or bright lights shining directly at your iPhone’s camera.
Minimize reflections: Keep reflective surfaces (like mirrors) out of the camera’s line of sight.

These features use your iPhone’s camera to track your movements, so setup is key! Follow these tips to get the most accurate feedback.

Reboot both phone and watch.
Make sure that both the watch and iPhone have WiFi enabled.
Verify that the iPhone has Bluetooth turned on.
Ensure that the permissions are allowed for the Apple Health app to sync with the Tempo app.. (Class Syncing to Apple Health issue)
Uninstall the app from both the iPhone and the Apple Watch, restart both devices and then reinstall the app.

Ensure that the screen being used has built-in speakers and the volume is not on mute.
Check the audio output on the phone:
- Open the Control Center
  - iPhone X and later: swipe down from the top-right corner.
- Tap the AirPlay icon (three circles over a triangle) in the top-right corner.
  - An audio output menu will appear with the available options.
- The current output selected will have a white checkmark next to it.
  - A Dock Connector should be selected.
Ensure that the Tempo Core is added to the user’s Devices.
- On the mobile app, tap on your "Profile" at the bottom right of the screen.
- At the top right of the screen, tap the settings gear icon.
- Select Tempo Devices.
- Select Add a Device.
- Choose Move or Core.
- Select "Scan Code" and scan the QR code at the bottom of the core.

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