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Troubleshooting App Issues

If you’re experiencing issues with your Butterfly app crashing, freezing or not responding in some way, use the guides below to troubleshoot.

 

App crashes, or screen is blank or frozen

  1. Unplug your probe from your mobile device.
  2. Close and restart the App.
  3. Ensure you have uploaded any unsaved studies to Butterfly Cloud.
  4. If your mobile device is not running the latest version of its operating system, update its OS. This may take some time.
  5. Delete and reinstall the Butterfly iQ app on your mobile device.
    • Notes:
      • When a user deletes the app, any unsaved images in the capture reel will likely be lost. 
      • Users connected in unapproved countries may not be able to reinstall the app if they delete it.
      • If your device is managed by your institution, you may require assistance from your IT team to delete and reinstall the app.
  6. Reconnect your Butterfly probe to your mobile device.

If the issue continues to occur, contact Butterfly Support with a description of the issue.

App does not turn on when probe is connected

  1. Unplug your probe from your mobile device.
  2. Close and restart the App.
  3. Ensure you have uploaded any unsaved studies to Butterfly Cloud.
  4. If your mobile device is not running the latest version of its operating system, update its OS. This may take some time.
  5. Delete the Butterfly iQ app from your mobile device.
    • When a user deletes the app, any unsaved images in the capture reel will likely be lost. 
    • Users connected in unapproved countries may not be able to reinstall the app if they delete it.
    • If your device is managed by your institution, you may require assistance from your IT team to delete and reinstall the app.
    • Notes:
  6. Restart your mobile device.
  7. Reinstall the Butterfly iQ app.
  8. Reconnect your Butterfly to your mobile device.

App does not recognize probe

Follow the instructions in Resolving Connection Issues.

 

If the suggested steps toward resolution do not resolve your issue, please contact Butterfly Support for further assistance. 

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