Factory Reset the Medallion
Resetting your Medallion is beneficial if it is stuck or not responding to commands. A factory reset is used to clear any memory or pairing information, so the unit is in a "fresh from the factory" state.
How to do it:
- Make the light in your room as dim as possible so that you can see the Medallion lights.
- Put the Medallion on the charger. It should light up with a dim white light.
- Press the button on the bottom of the charger (with the Medallion on the charger) 6 times rapidly within 10 seconds.
- Wait a minute or two for the lights on the Medallion to flash dim purple, then off, and then back on again as dim white as the Medallion resets and reboots.
- If you did not see the purple light, try again, as the factory reset did not work properly.
- Ensure Bluetooth, Wi-Fi, and cellular service is on. Test you have an active internet connection by loading a webpage in your browser.
- Launch the app and try the setup steps again, with your Medallion next to the phone.
Hard Reset the Medallion
If your Medallion is still not responding, the next thing you can try is a hard reset of your Medallion. A hard reset is used to restart the processor in the hardware.
How to do it:
- Make the light in your room as dim as possible so that you can see the Medallion lights.
- Put the Medallion on the charger. It should light up with a dim white light.
- Power off your phone.
- HOLD the button on the bottom of the charger (with the Medallion on the charger) for over 12 seconds.
- Release the button. Wait for the Medallion to come back on with white lights indicating it is charging.
- Power back on your phone.
- Ensure Bluetooth, Wi-Fi, and cellular service is on. Test you have an active internet connection by loading a webpage in your browser.
- Launch the app and try the setup steps again, with your Medallion next to the phone.
If your Medallion is still not responding, it is likely in need of a firmware update. Go to the Home tab of the app and click Update to start a firmware update. If you do not see the Medallion in the Home tab, you may need a replacement Medallion. Contact us to see if you are within your one year warranty.
