Troubleshooting

First: Sign In and Update

Many issues happen because users skip signing in or updating.

Before troubleshooting:

  1. Sign in to the app with your Apple ID (iOS) or Google account (Android). Most features and updates won’t work without signing in.
  2. Update the app when prompted.
  3. Connect to your device and update the firmware.

Why this matters: Features you’re looking for might only be available in newer versions. We regularly add improvements and fixes.

Can’t Connect to Your Device

If your device isn’t showing up or won’t connect:

Check the Basics

  1. Is your device turned on? The screen should show content or “Power Off.”
  2. Is Bluetooth enabled on your phone?
  3. Is your device already connected to another app? It can only connect to one app at a time. Close other magic apps and try again.
  4. Is your device charged? Low battery can prevent Bluetooth connections.

iOS Issues

  • Allow Bluetooth access: Go to Settings → [App Name] → Enable Bluetooth.
  • Try restarting your phone if the device still doesn’t appear.

Android Issues

  • Enable GPS/Location: Android requires location services for Bluetooth to work. Go to Settings → Location → Turn on.
  • Allow location access: Go to Settings → [App Name] → Permissions → Enable Location.
  • Try flight mode: Turn on flight mode for 5 seconds, then turn it off. This can reset Bluetooth.
  • Restart your phone: Android Bluetooth can be buggy. A restart often fixes connection issues.

Too Many Devices Connected

Phones can connect to 10-16 Bluetooth devices at once. If you have many devices connected (earphones, fitness band, car, etc.), try disconnecting some to free up space.

Don’t Connect from Bluetooth Settings

The app will handle the connection for you. You don’t need to pair from your phone’s Bluetooth settings.

Device Keeps Disconnecting

If your device disconnects during use:

  1. Update firmware: Older firmware versions can cause disconnection issues. Connect via the PeekSmith app to check for updates.
  2. Check battery level: Low battery causes disconnections. Charge your device.
  3. Stay in range: Keep your phone within Bluetooth range of your device.
  4. Keep the app open: The app can run in the background, but some phones may close it to save battery. Check your phone’s battery optimization settings and exclude the app.
  5. Restart both devices: Turn off your device, restart your phone, then try again.

App Not Working Properly

If the app crashes or behaves strangely:

  1. Update the app: Check your app store for the latest version.
  2. Update firmware: Make sure your device has the latest firmware.
  3. Restart the app: Close it completely and reopen.
  4. Reinstall the app: Delete and reinstall can fix corrupted data.

Migrating to a New Phone

If you moved the app from an old phone to a new one (using phone transfer/migration tools), the app may not work correctly.

Solution: Delete the app and reinstall it fresh from the app store. Don’t restore it from a backup.

Feature Missing or Not Working

If you can’t find a feature or it doesn’t work:

  1. Sign in: Make sure you’re signed in with your Apple ID or Google account. Most features require this.
  2. Update firmware: Many features require newer firmware versions. Connect via the PeekSmith app to check for updates.
  3. Update the app: New features are added regularly.
  4. Check compatibility: Some features may only work with specific apps or require specific accessories.

Screen Issues

Screen not updating

If you send an image but the screen doesn’t change:

  1. Wait for the full refresh cycle: Color e-ink takes approximately 22 seconds to refresh. Be patient and wait for the complete update.
  2. Check connection: Make sure Teleport is still connected to the app.
  3. Check battery: Low battery can prevent screen updates. Charge your device.
  4. Restart Teleport: Turn it off and on again.

Screen appears blank or faded

If your screen looks faint or has ghosting from previous images:

  1. Battery level: E-ink displays can appear faded when battery is very low. Charge your device.
  2. Refresh the screen: Send a new image or use the app’s clear screen function.
  3. Environmental factors: E-ink displays look best in indirect light. Direct bright sunlight can make them appear washed out.

Screen shows wrong colors

If colors don’t appear correctly:

  1. Update firmware: Color accuracy improvements are added regularly.
  2. Wait for complete refresh: Don’t interrupt the 22-second refresh cycle.
  3. Image format: Make sure your custom images use only the 4 supported colors (black, white, red, yellow).

Screen stuck on “Power Off”

If the screen shows “Power Off” and won’t change:

  1. Turn on the device: Press and hold the button on the back for ~1 second until the screen changes.
  2. Connect to app: Make sure Teleport is connected via Bluetooth.
  3. Send a new image: Use the PeekSmith app to send content to Teleport.

Charging Issues

Device not charging

If your Teleport won’t charge:

  1. Check alignment: The marking on the back of Teleport should align with the center of the Qi wireless charger.
  2. Try a different USB cable — The cable might be damaged.
  3. Try a different power source — Use a simple wall charger or computer USB port.

Common problem: Some “smart” fast chargers don’t work with Teleport.

Why this happens: Fast chargers designed for phones try to detect if a device is plugged in. They may not detect Teleport’s low power draw and won’t start charging.

Solution: Use a basic USB charger (like older phone chargers) or plug into a computer USB port. These provide constant 5V power.

Note: You can safely use any 5V charger, even high-wattage laptop chargers (100W+). They won’t damage the device.

Charging indicator not working

The red LED should turn on during charging:

  1. Check if it’s already fully charged: The LED turns off when charging is complete.
  2. Check alignment: Make sure Teleport is properly aligned on the Qi charger.
  3. Try a different power source: Some USB ports don’t provide enough power.

For more charging information, see the main page.

Image Transfer Issues

Images taking too long to transfer

If image transfer via Bluetooth is slower than expected:

  1. Stay close: Keep your phone near Teleport during transfer.
  2. Remove obstacles: Bluetooth works best with line of sight between devices.
  3. Check battery: Low battery can slow down Bluetooth performance.
  4. Restart both devices: Turn off Teleport and restart your phone.

Normal transfer time: 2-3 seconds via Bluetooth, plus 22 seconds for e-ink refresh = less than 30 seconds total.

Images not displaying correctly

If images appear wrong or corrupted:

  1. Use correct format: Images should be 240 × 416 pixels, using black, white, red, and yellow colors only.
  2. Update firmware: Image processing improvements are added regularly.
  3. Try a different image: Test with a built-in app feature (like Poker Card Image) to verify Teleport is working.
  4. Reduce image complexity: Very detailed images may not display well on the 4-color e-ink screen.

Flash storage not working

If pre-loaded images aren’t switching properly:

  1. Update firmware: Flash storage features require recent firmware.
  2. Check Atom connection: Make sure your Atom Remote is properly connected.
  3. Restart device: Turn Teleport off and on again.

Atom Remote Issues

Atom not controlling Teleport

If your Atom 2 remote isn’t working with Teleport:

  1. Check connection: Make sure Atom is paired with Teleport.
  2. Check battery: Both devices need sufficient battery.
  3. Update firmware: Both Atom and Teleport need compatible firmware versions.
  4. Disconnect phone: If the PeekSmith app is connected, disconnect it first. Only one device can connect at a time.

For Atom-specific issues, see the Atom documentation.

Still Need Help?

We’re here to help. Before reaching out, please gather:

  • Device type: Teleport
  • Firmware version: Check via the PeekSmith app when connected
  • App version: Found in app settings
  • Phone type: iOS or Android, and version
  • Order ID: If you purchased from us
  • Description: What’s happening vs. what you expected
  • Video: A short recording helps us understand the issue faster

Contact us: For app questions, device issues, orders, or warranty support, contact us.

Community support: Join the Teleport Facebook Group for peer support and tips.