Trap not sending commands

If your OcuTrap is not responding to commands and is displaying error codes, it may have entered hibernation mode or lost connection.

When you send a command, the app shows its live status: Sending…, then confirmed once the trap acknowledges it. If the command fails, the app names the command and gives one of two reasons:

• "The trap didn't respond." The trap is offline or did not answer in time. For example: "Snooze failed. The trap didn't respond."
• "Could not reach the trap. Try again." The command could not be delivered. Wait a moment and send it again. For example: "Snooze failed. Could not reach the trap. Try again."

For a full step-by-step guide when the trap shows offline or will not connect, see Trap offline or won't connect.

Possible Causes

1. Hibernation: A trap put to sleep (with Sleep in the app or by holding the power button) or shut down on a low battery cannot receive commands until you press the power button. Low-power mode is different: about 5 minutes after the last button press or command the trap saves power, but it stays connected and still receives commands.
2. No Battery Connection: Make sure the battery is connected and charged. A loose or depleted battery will prevent the trap from operating.
3. No Trap Online: If the trap is not showing as online, it may not be connected to the network.
4. Poor Cellular Communication: Weak signal strength can prevent the trap from sending or receiving commands.

Solutions

Wake the Trap from Hibernation

• Press the power button (the left-most button) to wake up the trap.
• Wait for the LED to show breathing cyan before retrying your command.
• In low-power mode the trap stays connected, so a dark light alone does not mean it missed your command. Hibernation only happens on very low battery, a long power-button press, or Sleep in the app (see Power modes).

Check Battery Connection

• Verify that the battery is properly seated and securely connected.
• Check the battery charge level and recharge or replace if necessary.

Verify Network Connectivity

• Check if the trap appears online in the app or dashboard.
• Ping the trap, even if it shows offline. A ping asks the trap to check in right now. On the web app, open the trap and select Last heard. In the mobile app, open the trap and tap the third tile at the top of the trap's page. On an online trap the tile reads "LAST HEARD". On an offline trap it reads "CONNECTION" and "Ping trap". Either way, on a phone "Tap to ping" is written under it. The Last heard tile on the trap's Controls screen does the same thing.
• If a trap that showed offline answers, the app shows "Trap responded". If there is no answer in 15 seconds, the app shows Device offline with "No response in 15 seconds. Check power and signal at the trap."
• Move the trap to an area with better cellular reception if the signal is weak.

Additional Help

If the issue persists after these steps, contact support.