> ## Documentation Index
> Fetch the complete documentation index at: https://docs.customtypeone.com/llms.txt
> Use this file to discover all available pages before exploring further.

# SugarPixel Not Shown in the App

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

<Steps>
  <Step title="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.
  </Step>

  <Step title="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    * If the display shows **“CONFIG”** during boot, it is running outdated software.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 [<u>these instructions</u>](https://support.customtypeone.com/en/articles/13727623-manual-sd-card-update) to update the firmware using the SD card.
  </Step>

  <Step title="Display Shows “Run Hardware Test”">
    A step was skipped during initial setup.

    To resolve, follow all [<u>setup instructions here</u>](https://support.customtypeone.com/en/articles/13687210-setup-my-sugarpixel).
  </Step>

  <Step title="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.
  </Step>
</Steps>