Luxafor Bluetooth Troubleshooting

If you experience that your Luxafor Bluetooth device is not able to connect with the Luxafor software or the Dongle cannot establish a connection with the Dot here are the basic troubleshooting steps to check if you are experiencing a technical issue that requires our Technical support assistance:
  1. Make sure you plug the Luxafor Dot unit into the Power Bank first, and the Dongle unit into the computer/hub afterward.
  2. Make sure you allow up to 2 minutes for the devices to connect.
  3. Make sure you have installed the latest Luxafor software version. It’s v2.1.0.15 for Windows and v1.2.40 for Mac.
  4. Make sure you are using the Luxafor Dongle provided.
  5. Test if the USB port on your computer or hub is working correctly by plugging other devices, such as a keyboard or a memory stick, in the same port.
  6. Test other USB ports on your computer or hub by plugging in the Luxafor Dongle.
  7. Test other computers with the same operating system (and its’ version) by plugging in the Luxafor Dongle.
  8. Make sure the Power Bank is fully and properly charged.
  9. Check if the Dot is working by inserting it in any USB port (computer, hub). The Dot should blink with a blue light once and shine in the same colour as the Dongle. 
  10. Ensure that the Dongle unit and Dot unit are not further than 25 m (82 feet) apart. This is the maximum Bluetooth operating range for these devices without any obstacles between them. Check if there aren’t any obstacles, such as a thick concrete wall or dense metallic objects that could potentially block the signal.
  11. Make sure the tab of your choice is active on the software for it to work. For example, if you wish Luxafor to display your connection on Zapier, then the “Zapier” tab must be open on Luxafor software. 
  12. Test if your Luxafor Dot works together with the Android App

If your Luxafor Bluetooth does not work at startup after a cold start:

  1. Make sure you have enabled “Start Luxafor when I start Windows” in the “Settings” tab of Luxafor Software for Windows or Mac.
  2. Make sure the Power Bank is fully and properly charged.
  3. Make sure that the USB ports are not in "hibernation mode." Please go to your Windows "Device Manager" and click the "+" sign next to "Universal Serial Bus Controllers." Click on any "Root Hub" and select "Properties." Click the Power Management tab and ensure that "Allow computer to turn off this device to save power" is enabled and proceed to do this under each "Root Hub." Also, from the Control Panel and Power Options, select the Hibernation Tab and deselect "Enable hibernate support."

If your Gmail notifications are not working properly on Luxafor software or you see an error message "Sign in with Google temporarily disabled for this app":

  1. Make sure your IMAP is enabled. More information: https://support.google.com/mail/answer/7126229?hl=en .
  2. If you have set up a two-factor authorisation, then you must generate App Password. This is the password you must use in Luxafor configuration, not your Gmail account password. More information: https://support.google.com/accounts/answer/185833 .
  3. Make sure the Notifications tab in Luxafor Software is active and click “Mail”.
  4. Fill the fields with the information as shown in the picture below and click “OK” or Test the Connection if you wish:


How to report issues

If the troubleshooting steps did not help and the issue still persists or your issue is very specific, please follow the guidelines below to report the issue in a way that will allow us to resolve it ASAP.

In the contact form (accessible by pressing "Contact Us" below or "Contact" and the top right corner of the window):

  1. Please provide your name and company (if applicable);

  2. In the "Message" space please describe the issue with as many details as possible. The description should include (but not limited to) answers to the following questions: 

    1. Was the purchase made on our online shop or on Amazon? 

    2. Is this a physical or a software issue? 

    3. Which troubleshooting steps you have made already? 

    4. If this is a software issue - which OS you are using? 

    5. Your order number (if applicable) and date;

  3. Please provide any physical evidence (print screens, pictures, videos) where the issue can be seen clearly. If the report is about a connection, a video should be taken on how the device reacts exactly in the moment of the connection. If the issue involves both Luxafor software and Luxafor hardware - both parts should be clearly seen in the video in a way that best describes the issue.

Please note, that upon necessity we might ask additional questions to clarify the details of the situation. Your cooperation and patience during the investigation process are much appreciated!

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