Android: Troubleshooting Sync Issues
- Last updated March 15, 2019
Depending on your Android device and operating system version you may experience some issues.
Please review the following troubleshooting steps and contact Keto-Mojo customer support if necessary.
Are you running the latest version of the Keto-Mojo Classic app:
Are you running Android version 6.0 or higher?
Is ‘Location’ permission enabled for the Keto-Mojo app?
The Keto-Mojo app needs this permission enabled in order to access Bluetooth on your device. Please verify the app has this permission here.
Why does Keto-Mojo need my Location enabled?
Keto-Mojo does not track customer location in any way. By turning Locations Setting ON, you inform the app that the meter is nearby and the app can communicate with the meter. Keto-Mojo cannot determine the geo-location of that meter or the phone. Why are you required to turn Location Services ON? When Bluetooth is ON, it is actually technically possible for a third party to track someone’s location. Therefore, Google determined that by having the user turn Location Setting ON, or opting in, the user would be fully aware and knowledgeable of the potential of a third-party ability to identify their Bluetooth signal. This has been mandated to all app developers using Bluetooth. To reiterate, we are not able to track your location.
Force-quit the Keto-Mojo app:
Delete and re-install the app
We will be publishing new releases regularly. It may be necessary to delete the app completely, download the latest build, and re-sync your device.
It is important to remember to perform a full data backup before removing and reinstalling the app (see instructions below). You will lose your data that is not stored on the meter if the backup is not performed.
How to perform a data backup
- Make sure to download the free Keto-Mojo Classic App if you have not already done so.
- Sync your meter to the Keto-Mojo Classic App.
- Save your data in the App Settings. You can locate this cogwheel in the upper right-hand corner.
- Sign up for MyMojoHealth Cloud.
- This will successfully store all your readings on the free HIPAA-compliant cloud server.