Troubleshooting

While we are here to support you with any problems, here's a list of troubleshooting tips you can take before contacting us at support@syngspace.com. 

Syng Cell Troubleshooting

Note: your Syng OS should be updated to Syng OS 2.2.1 (you can see this in Syng Space)

  1. PLEASE MAKE SURE YOUR WIFI IS FUNCTIONING
    You can use the app that comes with your router to monitor your WiFi. If you have multiple WiFi frequencies, the Cells can "hop" from frequency to frequency, resulting in suboptimal performance. Be sure that Cells are on the same waveband, ideally 5GHz. Best practice: make a separate 5 GHz network with a different name and put the Cells on that.
    Also check that your access point / router WiFi settings are cleared by ensuring that your Cell shows "Offline" before starting a fresh set up.

  2. Unplug your Cell from the power outlet and wait for 15 seconds, please make sure the Cell shows "Offline" in the Syng Space app. Also restart your iPhone. 

  3. Plug the Cell back in (also make sure the electric cord is firmly connected to the Cell head) and wait for a white LED light to turn on and stay on for about 35 seconds. Did the LED turn on, and is your Cell back online? Be sure to run a Calibration. If no, go to step 4.
  4. Perform a control ring factory reset: twist the control ring right and left, then pull down and hold until you see the a green light, then you should see a pulsating white light coming from the Cell (Cell Alpha Factory Reset video)
    You can try this multiple times.
    After a successful factory reset, you can use your Syng Space app to add the Cell and then run Calibration.  
  5. If you have tried factory reset multiple times and your Cell LED does not come on, please contact us with your serial number at support@syngspace.com. We will have you try a Firmware Update. It requires a file download to your computer, then USB-C to USB-A connection from your computer to the Cell. This resolves over 90% of Cells that do not respond to factory reset. 

iPhone 17 Connectivity issue:

With the release of iPhone 17, Apple introduced a new networking chip that integrates Bluetooth 6 and Wi-Fi 7 with new firmware.  This change has, unfortunately, caused issues for Bluetooth connectivity across many hardware providers, including Syng. 

Although Syng Cells do not use Bluetooth to stream audio to the speakers, it is used during the setup process to exchange information with the iPhone and get Cells on the WiFi network.  We have made Apple aware of this issue and hope that it is resolved with an iOS update in the near future

If your Cell won't connect to the Syng Space app or you cannot run calibration, here are some work arounds:

1) Use an iPad (or previous generation iPhone) to run the Syng Space app for setup. Once the Cells are set up, there are no issues with running the Syng Space app on an iPhone 17.

2) Install the Syng Space app on a Mac and run it from there for Cell setup. Please ensure your Mac has an M chip (you can see what chip is running on your Mac under the About This Mac prompt). After set up you can use your iPhone 17 to run the Syng Space app.

3) Use a Bluetooth adapter that connects to the Cell during setup. The iPhone 17 talks to the adapter and the set up can proceed.
- Plug in the Bluetooth 4.0 adapter into the USB-C slot in the stem of your Cell. If you have multiple Cells, just choose one. The system will make it the primary Cell.
- Restart your Cell by unplugging it and plugging it back in.
- Run setup or calibration on your iPhone 17.
- Unplug adapter.
Here's a link to the adapter we have tested - it is available on Amazon for under $25.

Thank you for your patience as we work to resolve this issue.