The device does not want to start
If the device does not want to start, it usually means that the battery needs charging.
1. Connect the device to a micro USB cable and charge for at least 2 hours via an electrical outlet.
2. If the device still won't start after charging, fill in the form at the bottom of the page.
The device is not responding
If the device does not react properly, it is best to perform a hard reboot.
1. Press and hold the button on top of the device for 15 seconds.
2. Click the button again and connect the device as usual through the app.
The device does not connect/Bluetooth is not working
If the device does not want to connect to your mobile phone, perform the following steps:
1. charge the battery by connecting the device via micro USB cable to a power outlet for at least 2 hours.
2. try deleting the app and download the latest version of the Colourpin/NCS+ application on your mobile. Your account will be saved even if the app is deleted.
3. restart your mobile phone or tablet and perform a device reset by holding down the button on top of the device for at least 15 seconds
4. Switch off Bluetooth for 5 seconds on your mobile/tablet and then switch Bluetooth back on, alternatively put your mobile in airplane mode which will reset the Bluetooth connection.
5. Turn your Colourpin back on and double click the button on your Colourpin to put it in pairing mode.
6. Launch the Colourpin/NCS+ app and select "Connect device" (Colourpin app) or "Scan" (NCS+ app) to connect the device to your phone or tablet.
Note: Please note that your phone needs to be connected to the internet in order to connect your Colourpin. If you are using Android, make sure that ‘location services’ is turned on to prevent connection issues. If you are using iOS, make sure you have the latest iOS update installed.
The device measures wrong values
1. Make sure your calibration cap is clean. A dirty calibration cap can affect the results of the measurements, as your device will be calibrated incorrectly. In this case, clean the cap with an eraser or a clean cloth that does not discolour, NB do not use water or other liquids!
2. If you have access to official NCS samples, try to measure 20 of these samples and see what the results are. If more than 1-2 samples show wrong results after measurement, fill in the form below to start a claim.
If none of these options apply to the fault you are experiencing, please contact us via the form below and describe your case as clearly as you can along with any pictures or video.
