Updating the ZOLEO App and Device Software for Apple iPhone & iPad users on iOS 13.4 or above

A Bluetooth connectivity issue was identified in Apple iOS versions 13.4, causing ZOLEO devices to disconnect. The rate of disconnections makes it difficult to use the ZOLEO app with a ZOLEO device.

If you're using an Apple iPhone or iPad running on iOS 13.4 or above and are experiencing Bluetooth connectivity issues, please follow the instructions below.

This article will assist you with installing the latest ZOLEO app and device software that contains the fix to resolve the issue.

How to download most recent version of ZOLEO App

To resolve the Bluetooth connectivity issue, the latest version of the ZOLEO app and device software update. Please use one of the following steps to install the necessary update: 

Method 1: Install the ZOLEO app and device software update using your Apple iPhone or iPad running iOS 13.4 or above.

This method requires patience as the app may disconnect, causing software update failures when attempting to update the ZOLEO. It can take up to 20 minutes to successfully update your ZOLEO device. If you do not wish to try this method and have an alternative smart device available, please see methods 2 and 3. 

Steps:

1. Navigate to the App Store using your iPhone or iPad and update the ZOLEO app to the latest version. Here is a link of the most current version of the ZOLEO App on the App Store.
2. Open the ZOLEO app. Complete the sign-up process if prompted.
3. Power on your ZOLEO device.
4. Navigate to the ZOLEO tab (the middle icon on the bottom navigation bar) and connect to your ZOLEO device IMEI if the connection is not automatically established.
5. Once connected, a pop-up will appear and advise the latest version 1.4-0 is available for your ZOLEO device.
6. Select "Yes" immediately to proceed with updating your ZOLEO device software.
7. A progress indicator will be displayed. If no progress is displayed within 15 seconds, press “Cancel” and repeat steps 5 & 6.
8. IMPORTANT: During this time, you may experience disconnects and reconnects. The ZOLEO app will reconnect to your ZOLEO device and prompt again to proceed with the software update. Select "Yes" to continue until the process completes successfully. Quickly selecting “Yes” reduces the chances of encountering failures and disconnects. The device software update process will resume from where it left off with each attempt.
9. Once the device software update has been completed successfully, your ZOLEO device will restart and you will hear the power-on tone.
10. IMPORTANT: If the update process has reached 100% and the ZOLEO device LEDs are still flashing all green, ignore the ZOLEO app screens until the ZOLEO device restarts and you hear the power-on tone. If your ZOLEO device restarts and the ZOLEO app is still showing the Software Update screen or prompts you to proceed with the software update again, please close and re-open the ZOLEO app. Do not proceed with the software update again.
11. Navigate to Settings, select "My Linked ZOLEO Device", then select "Device Settings" and confirm the ZOLEO device is on Device Firmware Version starting with the number 5.

If you're unable to complete the ZOLEO device software update using this method and you do not have access to alternate devices, please contact us for further assistance.

Method 2: Install the ZOLEO app and device software update using an Apple iPhone or iPad running on an earlier version of iOS.

This method is ideal for those that have an alternate device running an earlier version of iOS, previous to version 13.4. Once the ZOLEO app has been installed and the ZOLEO device software has been updated, you can return using your iPhone or iPad running iOS 13.4 or above.

Steps:

1. Navigate to the App Store using your iPhone or iPad and install the ZOLEO app.
2. Open the ZOLEO app and complete the sign-up process.
3. Power on your ZOLEO device.
4. Navigate to the ZOLEO tab and select your ZOLEO device IMEI from the list of nearby devices.
5. Once connected, a pop-up will appear and advise the latest version 1.4-0 is available for your ZOLEO device.
6. Select "Yes" to proceed with updating your ZOLEO device software.
7. A progress indicator will be displayed while the software on your device is being updated.
8. Once the device software update has been completed successfully, your ZOLEO device will restart and the app will display the update is complete.
9. If you used a different phone number to sign-up for the ZOLEO app to complete this process, you can delete this account by navigating to Settings, selecting "My ZOLEO App Account" then selecting "Delete Account". This will not delete your ZOLEO subscription. If you did not use a different phone number, proceed to step 10.
10. You can now remove the ZOLEO app from this device and return to using your Apple iPhone or iPad running iOS 13.4 or above.

Method 3: Install the ZOLEO app and device software update using an Android device.

This method is ideal for those that have an alternate Android device and do not have access to other Apple iPhone or iPad devices. Once the ZOLEO app has been installed and the ZOLEO device software has been updated, you can return using your iPhone or iPad running iOS 13.4 or above.

Steps:

1. Navigate to the Google Play Store using your Android device and install the ZOLEO app. Here is the link to the Play Store ZOLEO App. 
2. Open the ZOLEO app and complete the sign-up process.
3. Power on your ZOLEO device.
4. Navigate to the ZOLEO tab and select your ZOLEO device IMEI from the list of nearby devices.
5. Once connected, a pop-up will appear and advise the latest version is available for your ZOLEO device.
6. Select "Yes" to proceed with updating your ZOLEO device software.
7. A progress indicator will be displayed while the software on your device is being updated.
8. Once the device software update has been completed successfully, your ZOLEO device will restart and the app will display the update is complete.
9. If you used a different phone number to sign-up for the ZOLEO app to complete this process, delete this account by navigating to Settings, selecting "My ZOLEO App Account" then selecting "Delete Account". This will not delete your ZOLEO subscription. If you did not use a different phone number, proceed to step 10.
10. You can now remove the ZOLEO app from this device and return to using your Apple iPhone or iPad running iOS 13.4 or above.