If you would like phone support please call 1-512-377-9289. You can also email digitalsupport@radetco.com, or continue below to try and resolve on your own.
Please confirm that your device is compatible with the NetDose Mobile App. The Mobile App supports:
- Android version 15.0 or above
- iOS version 13 or above
- BLE 5.0
- For iPhone users: iPhone 8 and above, iPhone X series, or SE 2nd generation or higher
If your mobile device does not meet the criteria above, you will need to find a more suitable device before trying to sync with the mobile app.
First, let's do some quick checks:
- Press and release the blue button on the dosimeter. Ensure the green LED flashes briefly indicating the status of the dosimeter is good. If the light does not come on or the light is amber in color, your device must be exchanged. Please click here for more information regarding the exchange of devices.
- Press and hold the blue button on the dosimeter for three seconds. The status LED should flash from green, to amber, then blue as it attempts to sync. If the blue LED did not turn on or flash at any point, the device will need to be exchanged. Please click here for more information regarding the exchange of devices.
- Ensure that Bluetooth communication is enabled on your mobile device. If Bluetooth is not turned on, please turn it on and try to sync with your dosimeter. If Bluetooth is on but you received a Bluetooth error message, turn Bluetooth off and then on and try again.
- The signal strength of mobile devices may vary. Ensure the mobile device and the dosimeter are not more than two feet apart. Ensure there are no objects blocking the line of sight between the dosimeter and the mobile device. If necessary, move the devices so that they are within 2 ft of each other and attempt to sync again.
- Ensure the mobile app is actively looking for dosimeters to synchronize with by pressing the 'Start synchronization' button in the app while the blue LED is active on the dosimeter. If it does not connect after ten seconds, cancel the synchronization and then start it again.
- If the blue LED comes on and stays on for an extended period of time, the dosimeter might be updating its firmware. Please allow the process 10 minutes to complete. If the blue LED stays on for longer than 10 minutes, please contact support for additional assistance.
- If you are continuing to have problems, please turn your mobile device off and on again and see if the issue remains.
If you are still experiencing problems after completing the steps above, please reach out to our technical support team for assistance. We can help troubleshoot the devices further and assist with exchanging devices if necessary.