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

A Bluetooth connectivity issue has been identified as a result of a change in how Bluetooth connections are managed in Apple iOS versions 13.4, causing ZOLEO devices to erratically disconnect. It has been observed that disconnects can occur as frequent as every 30 seconds to 2 minutes making it very 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.

Note: The latest version of the ZOLEO app, version 1.0.5 contains a mandatory device software update and you will not be able to use your ZOLEO device with this version of the app until the device software update has been completed.

Users with Apple iPhone & iPad devices running on iOS 13.4 or above

To resolve the Bluetooth connectivity issue, the latest version of the ZOLEO app (v2.6.2(113)) and device software update (v2.8-0) must be installed. Please use one of the following methods to install the necessary update: 

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 you may encounter some disconnects and software update failures when attempting to update the ZOLEO device software. This is due to the nature of the Bluetooth connectivity issue encountered by iOS 13.4. This method 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.
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 a couple of disconnects and reconnects. Each time this occurs, your ZOLEO app will reconnect to your ZOLEO device and prompt you again to proceed with the software update. Select "Yes" to continue each time until the process has been completed 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: This may not be accurately reflected on the Software Update screen. If the update process has reached 100% and the ZOLEO device LEDs are still flashing all green, please ignore all screens in the ZOLEO app until your ZOLEO device has restarted 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 1.4-0.

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.

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.

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.
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, 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.

Users with Apple iPhone & iPad devices running on earlier versions of iOS

If you have not updated your Apple iPhone or iPad to iOS 13.4 or above but plan to do so in the future, it is critical to update your ZOLEO app and device software by completing the steps below before proceeding with the Apple update. This will ensure you do not experience any Bluetooth connectivity issues between your ZOLEO app and ZOLEO device.

Steps:

1. Navigate to the App Store using your iPhone or iPad and update the ZOLEO app to the latest version.
2. Open the ZOLEO app. Complete the sign-up process if prompted.
3. Power on your ZOLEO device.
4. Navigate to the ZOLEO tab and connect to your ZOLEO device if a connection is not automatically established.
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.
8. A progress indicator will be displayed while the software on your device is being updated.
9. Once the device software update has been completed successfully, your ZOLEO device will restart and the app will display the update is complete.
10. It is now safe to proceed with updating your Apple iPhone or iPad to iOS 13.4 or above when ready.