IMPORTANT:
BEFORE going through this troubleshooting page, you should always make sure that your device is running the latest firmware update & read through the user manual. It could be that your device has a problem that has been already fixed by a firmware release (or the issue is outlined in the user manual). However, if you are still experiencing problems with Chattergeist on the latest version, please see the common issues listed below.
Or select what problem are you having:
Power Issues
Q. Chattergeist is rebooting contstantly when using a USB powerpack.
As Chattergeist only draws around 100mAh of battery, some USB powerpacks do not support low-power (or "trickle down") power management and therefore, incorrectly think that nothing is connected and goes into sleep-mode. As soon as the powerpack goes into sleep-mode, it detects that something is plugged in and starts to power it again. This repeats on a loop. To mitigate this, ensure you're using a powerpack that supports low-power devices (such as wireless earphones etc).
Q. Chattergeist is not powering on using a powerpack.
Please ensure your powerpack outputs at least 3.7 or 5v. 5v is better. Some powerpacks have an interupting power circuit, which may interfere with Chattergeist.
Q. Chattergeist is not powering on using the 2-Pin port.
Check the user manual to ensure you have wired up the battery correctly (as it may have reversed polarity). Also check that your battery is at least 3.7v output. 5v is better.
Q. Chattergeist is not powering on when using my phone for power.
Ensure you are using an OTG USB-A to USB-C convertor from your phone to the cable provided. Some newer phones allow you to use USB-C to USB-C directly by enabling "OTG" (On The Go) in the phone settings. Please refer to your specific phone manual/guide to see how to do this.
Q. Chattergeist is not powering on generally.
If you are using a USB-C connection (and not a 2-pin battery), please check cable usage
as stated in the user manual. If the problem persists, please try updating the software as
stated in the user manual. If you are using the 2-Pin port on the bottom of the device, ensure
you have the positive and negative pins connected the right way around. If you have connected them the wrong way around then you may have broken your
device. If you are using a power/battery pack ensure it has power in it.
Display Problems
Q. My device is upside down.
Ensure you have the correct Screen Mode set in the Options Screen. Select either
“Inverted” or “Normal” depending on what you require.
Q. My display brightness is inconsistent or is too low regardless of the Screen Brightness setting.
Ensure you have an adequate power supply connected, some old phones output a lower than required power output through their USB connection, try another power supply if all else fails.
Moon Phase Problem
Q. The displayed moon phase on the website is incorrect.
Our calculations for the current Moon Phase are based upon approximated positions historically. For the most accurate results, we recommend visiting an official website that has hardware geared towards the moon and its current phase.
Q. When setting a moon phase, the device returns the same results over and over.
This sometimes happens when the seed generated from the environmental data is very large. We recommend factory resetting your device as well as adjusting the sensitivity in the device options. This will ensure you have the most base version of the settings on your device.
BLE Tool Problem
Q. The tool constantly gives me the error "Failed to connect" or "Bluetooth not supported".
This generally only happens if the computer you're using (or the Bluetooth accessory you're using) does not support Bluetooth 5 or higher. This can also happen if your browser is not supported. Please ensure you're using Google Chrome, Microsoft Edge or Opera for the best BLE support.
Q. I cannot get the BLE Tool to work on my Apple iOS device.
Unfortunately Apple have not made public their support of BLE through their browser API. Because of this you'll likely have to use a specfic browser. There are a couple in the Apple Store such as "BLE Browser". Which exposes the BLE API to the browser to allow you to use it. Please note these apps are not affiliated with Dimension Devices. Until Apple provides public support for iOS browser Bluetooth, the BLE Tool may not work on some iOS devices.
Q. I cannot find the device when the BLE Tool connection popup appears.
Ensure Bluetooth is enabled in the device options. To force a BLE Service restart, you can:
- Open options
- Turn on Bluetooth
- Tap Save
- Open options again
- Tap Save again to force the service to restart.
Also be sure that you're using the latest version of the BLE Tool (you can check which firmware versions are supported at the bottom of the title screen on the BLE Tool, so make sure you're using the correct firmware for the BLE Tool).
Q. The tool constantly gives me the error "Unstable connection".
You may be too far from your device or the power supply on the device is low.
Q. The tool constantly gives me the error "Unknown error".
This happens if your browser is not supported. Please ensure you're using Google Chrome, Microsoft Edge or Opera for the best BLE support.
Q. Bluetooth seems broken since I have updated.
Try reverting the firmware back to the Legacy firmware available on the Toolkit's Update Tool page.
Unable to find a specific mode
Q. I cannot find a specific operating mode on my device.
The operating mode you are looking for might be on the Additional Modes screen. To access this, go to the main screen (with the triangles around the edge) and swipe left, this will show more operating modes. If you are still missing operating modes, ensure your devices' firmware is up to date. Be sure to also download and read the user manual (linked to from the Toolkit page)
Operating Mode Problems
Q. Dictionary & Phonetic Modes are not showing an output.
If you are not getting any output in Dictionary or Phonetic Modes, it may be that your
device is not sensitive enough to detect fluctuations occurring. Please adjust the “Scan
Delay”, “Sensitivity” and/or run “Recalibrate”.
Q. After updating, the Dictionary & Phonetic Modes are not showing an output.
Your dictionary may not have been loaded correctly, please re-update the device following update instructions exactly.
Q. The device returns the same results over and over.
This sometimes happens when the seed generated from the environmental data is very large. We recommend factory resetting your device as well as adjusting the sensitivity in the device options. This will ensure you have the most base version of the settings on your device.
Device Is Rebooting
Q. My device seems to reboot at random.
Please ensure your power supply you are using outputs at least 3.7 or 5v. 5v is better. Some powerpacks have an interupting power circuit, which may interfere with Chattergeist. You may try factory resetting the device (in the device options screen) and see if this helps. Better than a factory reset, is loading a dictionary onto your device (even if it is the same dictionary you are using), this will wipe the dictionary as well as the saved options on your device, to set them back to default.
Q. Updating new software to my device stops it working entirely or my device goes into a
boot loop where the screen flashes and nothing is shown (or my device shows the logo
and reboots).
Please attempt the update again.
Q. My device seems to reboot when accessing a certain Mode/Screen.
Please reflash Chattergeist with new software from the website as stated in the user manual, a wrong file may have been entered into the wrong field on the update page (i.e. a non-dictionary file added to the dictionary field). If the problem persists after reflashing using the correct files, please use the contact form on the contact page.
Q. After updating to the latest software update I am getting consistent problems with one
or more functions of the device that is not listed here.
First try reflashing your device with the latest firmware and dictionary files. If the problem still persists then contact us using the contact form on the contact page so we can investigate.
Q. I accidentally unplugged the device half way through a software update and now it
won't boot.
You should be able to simply unplug Chattergeist, plug it back in then start the
update process again from the beginning.
Device Is Freezing
Q. My device freezes when I boot/change options/access a specific screen.
It may be that your options file has become corrupted somehow (perhaps due to power
loss while the device was saving your options file). Try pressing “Factory Reset” in the options. If this fails, try to update your device to the latest version as per the user manual. Try this even if you are on the latest firmware version.
Update & Conection Problems
Q. I updated my device and now it won't boot.
It may be that when transferring the firmware/dictionary to the device, some parts of the file did not transfer correctly. Attempt the update again.
Q. The Dimension Devices Update Tool will not recognise my model number or verification code.
Please ensure you are using ONLY the numbers 0-9 and the letters A-F. Model numbers and verification codes do not use any other combinations. If nothing seems to work, please contact us via the contact page to get support.
Q. When registering a device to the Dimension Devices Update Tool, registration fails to work/connect to my device.
This may be a problem with the browser you are using, ensure you are using the latest
version of Google Chrome or Microsoft Edge. The Update Tool does not support Safari,
Firefox or other browsers. If you are still facing the same issue with Google Chrome,
Microsoft Edge or Opera, ensure the browser is up to date. Please also ensure you have disabled your VPN or web proxy as these may also cause issues.
Q. I can verify but I cannot update?
Make sure the browser you are using (Chrome, Edge, Opera only) has WebUSB enabled. You can enable this by going to:
- Chrome: chrome://flags
- Edge: edge://flags
- Opera: opera://flags
Then search for "WebUSB" and enable "Automatic detection of WebUSB-compatible devices" then restart your browser.
If you are using Firefox, you will need to install the unofficial WebSerial package. Follow the below guide to do so:
- Go to https://addons.mozilla.org/en-GB/firefox/addon/webserial-for-firefox/ and install this addon.
- Attempt an update and click "Download" if prompted to install the webserial addon in a popup window (this sometimes does not appear).
- WebSerial should work in Firefox.
Q. My device is not recognised by the browser when trying to update?
Firstly ensure you are pressing the buttons in the correct order. If you are but you're still facing the same problem then you may be lacking the CH340 USB Serial driver for your system, you can reinstall the CH340 USB Serial driver found at the links below. Note that all these operating systems should have these drivers built in by default, only install if you are facing issues. These drivers are 3rd party drivers are were not created by Dimension Devices. While these should not cause you any problems, you agree by downloading that you use them at your own risk.
Q. My device is still not recognised by my computer after installing the drivers?
It may be that another USB device is using the same COM port that Chattergeist
uses, unfortunately some USB devices (keyboards, mice, controllers etc) share COM port numbers, we recommend either removing other USB devices or using a different computer. Also be sure to try a different USB cable, just in case.
Q. When plugged in, my device says something about a Serial error?
This is likely caused by a defective USB cable, please try another USB cable in order to rule this out as an option.
I still have problems...
Try the legacy firmware!
If you are still having problems, you can install the LEGACY (v1.40) firmware to revert the device back to a state that is stable. Ensure you also update the dictionary file to the corresponding legacy version as well!
Contact us
If you are still encountering issues with your device, please get in contact with us
directly (via team@dimensiondevices.co.uk or through the form on our contact page or through our social media links at the top of this page) and we will be happy to help!
