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If the app is not connecting, it is usually caused by one of the issues below.
1

Previously Connected, But No Longer shows in the App

Most commonly, the Disconnect button was not tapped after the last configuration session. The app is not designed to stay connected continuously.To fix:
  • Unplug SugarPixel.
  • Plug it back in to reboot.
  • Open the app and reconnect.
Going forward, always tap Disconnect when finished editing settings.
2

SugarPixel Purchased Before September 2022

The mobile app–compatible firmware was released in September 2022.If your SugarPixel has never been updated since then, it must be updated before it can work with the app.How to check:
  • Restart SugarPixel.
  • If the display shows “CONFIG” during boot, it is running outdated software.
Follow these instructions to update the firmware using the SD card.
3

Display Shows “Run Hardware Test”

A step was skipped during initial setup.To resolve, follow all setup instructions here.
4

If the app shows “Stopped”

  • Bluetooth is turned off on your phone, and/or
  • The SugarPixel app does not have required permissions enabled
Open your phone’s Settings → Bluetooth and confirm it is on. Then check that all permissions for the SugarPixel app are allowed.