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App And R1 Connection Failure

R1 Cannot Be Found During Setup

Issue 

During onboarding, the Even app cannot find your R1 device, so setup cannot be completed.

Troubleshooting

  1. New devices must be activated with power. Connect the charging dock to power, then place the ring on the dock to activate it.

  2. Go to your phone’s App Store or Google Play Store, download the "nRF Connect" app, and scan to check if the R1's Bluetooth signal is present.

Still Need Help? 

If the issue persists, please contact us and provide the following information:

  • Device serial number (SN)

  • Bluetooth name (e.g., EVEN R1_xxx)

  • A photo or short video showing the charging process and the issue 

Contact us here: https://www.evenrealities.com/contact

The App and R1 Disconnect Frequently

Issue 

Your R1 connects successfully, but the app and R1 disconnect frequently, or the health data on the app has not updated for over 8 hours.

20260108-143819.png

Troubleshooting

  1. Restart your phone.

  2. Make sure both the Even app and the ring firmware are updated to the latest version.

  3. Check whether too many apps are running in the background. The Even app may be closed by the system.

    • If you are using Android, go to the system app settings and give the Even app higher battery or background activity permission.

      image - 2026-04-10T185026.900.png

    • If you are using iPhone, go to system settings and make sure Background App Refresh is enabled for the Even app.

      image - 2026-04-10T185031.785.png

  4. Go to My Devices > Ring Info and turn off the "Low Power Mode" switch. (Note: Disabling this provides a more stable connection experience, but the battery life will be correspondingly reduced).

    image - 2026-01-12T114913.863.png

Still Need Help? 

If the issue persists, please contact us and provide the following information:

  • Bluetooth name (EVEN R1_xxx)

  • Even app account

  • The exact date and time when the issue occurred

  • App logs (Important: R1 logs are only kept for 1 day. Please upload on the same day the issue occurs. If your device is able to connect, ensure it is connected before uploading. If it cannot connect, upload directly in the App).

  • A photo or short video showing the issue 

Note: If your device is able to connect, please ensure it is successfully connected before uploading the logs.

Contact us here: https://www.evenrealities.com/contact

Addition Request Timeout for R1

Issue 

When your account is not yet linked to an R1, the app can find the device, but pairing stays on loading for a long time and eventually fails.

20260108-143055.png

Troubleshooting

  1. Restart your phone.

  2. Go to your phone’s Bluetooth settings and check whether there is an existing "EVEN R1" record. If there is, forget the device, restart Bluetooth, and try adding it again.

  3. Check if there is a powered-on G2 nearby. If so, take it off and set it aside. Move your phone and the R1 about 10 meters away from the G2, then try connecting the R1 via the App to ensure a stable connection.

  4. Restart the R1 and try again.

How to restart the R1 ring

  • Place the ring on a plugged-in/powered charging dock.

  • Quickly tap the TouchPad 5 times consecutively. Once the restart is successful, the indicator light on the inner ring will flash.

Still Need Help? 

If the issue persists, please contact us and provide the following information:

  • Bluetooth name (EVEN R1_xxx)

  • Even app account

  • The exact date and time when the issue occurred

  • App logs (Please upload directly in the App on the same day the issue occurs).

  • A photo or short video showing the issue 

Contact us here: https://www.evenrealities.com/contact

Connection Request Timeout for R1

Issue 

Your account already has an R1 in the device list, but when you tap Connect in the app, it stays on loading for a long time and does not connect.

20260108-142456.png

Troubleshooting

  1. Restart your phone.

  2. Confirm that the R1 still has power. Place the R1 on the charging dock for at least 3 minutes and try again.

  3. Check if there is a powered-on G2 nearby. If so, restart the G2 within the Even app.

  4. Restart the R1.

  5. If this timeout issue occurred after a firmware update, check if the app discovers the R1 as being in a "DFU" state (see DFU troubleshooting below).

  6. If it is not related to a firmware update, remove the R1 and add it again:

    1. Go to My Devices > Ring Info and remove the existing R1.

    2. Go to your phone’s Bluetooth settings and forget the "EVEN R1" record.

    3. Restart Bluetooth and try adding the device again in the app.

How to restart the R1 ring

  • Place the ring on a plugged-in/powered charging dock.

  • Quickly tap the TouchPad 5 times consecutively. Once the restart is successful, the indicator light on the inner ring will flash.

Still Need Help? 

If the issue persists, please contact us and provide the following information:

  • Bluetooth name (EVEN R1_xxx)

  • Even app account

  • The exact date and time when the issue occurred

  • App logs (Please upload directly in the App on the same day the issue occurs).

  • A photo or short video showing the issue

Contact us here: https://www.evenrealities.com/contact

Addition Request Denied for R1

Issue 

When your account is not yet linked to an R1, the app can find the device, but immediately shows a "Connect failed" prompt when you try to pair.

20260108-142502.png

Troubleshooting

  1. Restart your phone.

  2. Go to your phone’s Bluetooth settings and check whether there is an existing "EVEN R1" record. If there is, forget the device, restart Bluetooth, and try adding it again.

  3. Restart the R1 and try again.

How to restart the R1 ring

  • Place the ring on a plugged-in/powered charging dock.

  • Quickly tap the TouchPad 5 times consecutively. Once the restart is successful, the indicator light on the inner ring will flash.

Still Need Help? 

If the issue persists, please contact us and provide the following information:

  • Bluetooth name (EVEN R1_xxx)

  • Even app account

  • The exact date and time when the issue occurred

  • App logs (Please upload directly in the App on the same day the issue occurs).

  • A photo or short video showing the issue 

Contact us here: https://www.evenrealities.com/contact

Connection Request Denied for R1

Issue 

Your account already has an R1 in the device list, but when you tap Connect in the app, it immediately shows a "Connect failed" prompt.

20260108-142500.png

Troubleshooting

  1. Restart your phone.

  2. Restart the R1.

  3. Remove the R1 and add it again:

    • Go to My Devices > Ring Info and remove the existing R1.

    • Go to your phone’s Bluetooth settings and forget the "EVEN R1" record.

    • Restart Bluetooth and try adding the device again in the app.

How to restart the R1 ring

  • Place the ring on a plugged-in/powered charging dock.

  • Quickly tap the TouchPad 5 times consecutively. Once the restart is successful, the indicator light on the inner ring will flash.

Still Need Help? 

If the issue persists, please contact us and provide the following information:

  • Bluetooth name (EVEN R1_xxx)

  • Even app account

  • The exact date and time when the issue occurred

  • App logs (Please upload directly in the App on the same day the issue occurs).

  • A photo or short video showing the issue 

Contact us here: https://www.evenrealities.com/contact

The App Cannot Find R1

Issue 

When attempting to add a Bluetooth device (with no R1 linked to your account), the Even app cannot search for or find your R1.

Troubleshooting

  1. Go to your phone’s Bluetooth settings, check whether there is an existing "EVEN R1" record. If there is, forget the device, then try adding it again.

  2. Restart the R1.

  3. First, restart the G2 via the Even app. The app will automatically reconnect to the G2, and then attempt to reconnect to the R1 (if the R1 was removed, it is highly likely to be broadcasted on the search screen now, allowing you to add it).

  4. Place the R1 on the charging dock for about 3 minutes. Remove the ring from the dock, and immediately enter the device search screen in the app to begin the pairing process.

  5. Allow the R1 battery to drain completely (this may take 2 days or more), then connect it to power and try searching in the app again. (Tip: To safely accelerate the battery drain, keep a damp tissue in contact with the TouchPad area).

How to restart the R1 ring

  • Place the ring on a plugged-in/powered charging dock.

  • Quickly tap the TouchPad 5 times consecutively. Once the restart is successful, the indicator light on the inner ring will flash.

Still Need Help? 

If the issue persists, please contact us and provide the following information:

  • Device serial number (SN)

  • Even app account

  • The exact date and time when the issue occurred

  • App logs (Please upload directly in the App on the same day the issue occurs).

  • A photo or short video showing the issue 

Contact us here: https://www.evenrealities.com/contact

App Detects R1 as "DFU" State

Issue 

The Even app discovers the R1, but the device status shows as "DFU". This can occur if any anomaly happens during a firmware update.

img_v3_02tt_f29afacc-03a0-4b6a-a547-f49e70737d8g.png

Troubleshooting

  1. If the R1 has power and you are using Even App version 2.0.5 or later, you can directly tap the R1 showing "DFU" in the search list. The app will automatically resume the firmware update, resolving the "DFU" issue once successfully updated.

  2. Manual Firmware Update: If you still cannot update, please contact our support team. We will provide you with a manual firmware update file and a guide to complete the process.

Still Need Help? 

If the issue persists, please contact us and provide the following information:

  • Device serial number (SN)

  • Even app account

  • The exact date and time when the issue occurred

  • App logs (Please upload directly in the App).

  • A photo or short video showing the issue

Contact us here: https://www.evenrealities.com/contact

 

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