If the following steps do not solve problems with your Butterfly iQ, please contact Butterfly Support for assistance.
Resetting the Probe
Many issues with the physical probe can be solved by resetting the device. To reset the device, hold down the battery indicator button on the probe for 10-15 seconds. If the device has any battery power, the battery indicator will light up for a few seconds, then turn off, then flash three times. Once the indicator has flashed, the device has been reset.
Issue: Charger does not work
If you suspect the charger is not effectively charging the device, place another object that charges wirelessly on the charger. You can use another Butterfly iQ, an iPhone 8 or newer, or another phone that charges wirelessly. If the charger does not charge another wireless device, then it is the source of the issue. Contact Butterfly Support for a replacement charger.
If the charger is able to charge other devices, it's possible it is charging the iQ probe, but it doesn't look like it is. Reset the probe (the battery indicator lights might not flash), then place the probe on the charger regardless. If an iQ probe with a depleted battery is placed on the charger, it might take up to six hours before the LEDs on the charger change from red to pulsating blue.
Issue: App doesn't recognize the probe while plugged in
Disconnect your iQ from the mobile device. Update your iOS to the latest version available, then update the Butterfly iQ app via the App Store. Confirm you have logged in to your cloud account on the app. Reset the probe, confirm the probe is charged, and then reconnect it to your mobile device.
Issue: Probe doesn't turn on/won't charge
If you haven't used your probe yet, or the probe has been unused for several days, it's possible that the battery has been depleted.
- Disconnect the iQ from your iPhone.
- Reset the probe.
- Plug in the charging pad and leave the iQ on the charger for at least six hours.
- Reset the probe.
- Reconnect the iQ to your iPhone.
If you follow these steps, your probe still has issues charging, and your probe is still under warranty, contact email@example.com with the serial number on the back of your probe and your shipping address. You may be eligible for a replacement.
Issue: Error message "iQ Connection Error"
Reset your probe. If you still receive this error message after resetting it, contact firstname.lastname@example.org.