Tyto Device Base Common Issues

Device will not Charge

Ask the customer to plug the charger into the device and verify if there is a light to the left of the screen→ Charging light is purple, fully charged light is blue.

  • NOTE: If device is not charging, i.e. the charging light is off while plugged into the charger, make sure that the customer is using a proper USB A to USB C cable and NOT using a smart charger, like the ones used with the latest models of smart phones. This is usually determined by the power adapter using a cable with USB-C on both ends. The G2 device does not work with smart chargers.
Proper Charging Cable
  • Ask the customer to turn off the device using the “Shutdown” option within the Tyto Device Menu – press the 3 dots > Shutdown
  • Ask the customer to leave the device on the charger for a few hours using the correct charger in an electrical outlet, then try to turn the device on.
    • Monitor the battery status until it reaches 97% or 100% (around 3 minutes for each 1% charge).
    • Instruct the customer to unplug the charger and verify the battery status in the device

If the Tyto Device does not reach 99% – 100%:

  • Ask the customer to try another power source, wall outlet or USB port/plug.
  • Ask the customer if they have another charger that they can try to use. Any USB-A-to-USB-C cable can be used to charge the device.

NOTE: Please make sure that the customer is NOT using a smart charger, like the ones used with the latest models of smart phones, as previously mentioned.

If it still does not reach 99% – 100%:

Instruct the customer to take a clear picture of the failure – showing the device on the charger,plugged into a power source, and see the full device screen to see if there is a charging light. Send the photo to TytoCare support along with the device’s serial number (Sticker on the bottom of the device, starts with “TC-######”).

Device Will Not Turn On

  • Verify with the customer (preferably over a video call), to see if they are charging correctly and with the right cable. If not, correct them and try to turn on the device.
  • Ask them to try to charge with another charger and another charging cable. Try to boot the device while the charging cable is connected.
  • Try to press the power button for 15 seconds.
  • If issue persists -Contact TytoCare support with the device serial number