⚠️ Article under construction
We're working on updating the content in this article while we roll out the redesigned Eko App and features of Eko+. You can learn more about it in our What's New in the Redesigned Eko App article.
Use this guide if your CORE 500™ won't pair with the Eko App, keeps disconnecting, or shows a weak-connection warning. Work through the steps in order and stop when the device connects.
Two quick checks first:
- Unplug it. The CORE 500™ can't connect to the app while charging.
- The first time you connect, the device shows a check mark and an X. Press the side button next to the check mark. If you press X, the prompt will keep returning until you accept.
My device won't pair or connect
- Unplug the device and wake it by pressing the top button.
- Pair from inside the Eko App: tap Menu, then Connect. Don't pair from your phone's Bluetooth settings.
- When the device shows the check mark / X prompt, press the side button for the check mark.
- Disconnect other Bluetooth devices from your phone, especially headphones and earbuds.
- Close the Eko App completely. Turn your phone's Bluetooth off, wait 10 seconds, turn it on, then reopen the app and tap Connect.
- In your phone's Bluetooth settings, forget the CORE 500™, then pair again from the Eko App.
- Restart your phone.
- Android only: go to Settings → Apps → See all apps → ⋮ → Show system → Bluetooth → Storage. Tap Clear cache, then Clear storage. Restart your phone and pair again.
- iOS only: go to Settings → Privacy & Security → Bluetooth and make sure Eko has Bluetooth access enabled. Also make sure Location Services are turned on.
- Delete the Eko App, forget the device in Bluetooth settings, reinstall the app, sign in, and pair again.
- Restart the device: hold the top button for about 10 seconds until the screen turns off, then press it again to turn on.
Keeping a strong connection
- Keep your phone within about 5 feet of the device with a clear line of sight.
- If you see a weak-Bluetooth warning, disconnect other Bluetooth devices and move closer. If a recording fails, move closer and try again.
- Force-closing the Eko App or turning off the device ends the connection. Turn the device on, open the app, and it will reconnect.
Finishing an interrupted firmware update
If a firmware update was interrupted, the device may stop pairing, and the screen may stay on the update icon (a box with an arrow). This is recoverable:
- Open the Eko App and go to the Menu. If your device is currently connected, tap Disconnect. If you can't connect, skip this step.
- Tap Connect from the Menu or the Listen tab. In the list of nearby devices, your device will appear as CORE500_DFU instead of "CORE 500" or your custom name.
- Tap CORE500_DFU to connect. Within about 10 seconds you'll see a firmware update prompt that can't be dismissed.
- Tap Install now and let it finish. Your device name and functions return to normal once complete.
- Once the update finishes, confirm the device is connected and working in the app.
If you don't see the update prompt or still can't reconnect, please let us know right away.
Still having trouble?
If pairing still fails after all the steps above, we're happy to help. Please submit a request and include your device type, what you've already tried, and the phone model and Eko App version you're using.
If pairing still fails after all the steps above, we're happy to help. Please submit a request and include your device type, what you've already tried, and the phone model and Eko App version you're using.