My sensor battery reporting stays at 1% Charge

If your sensor displays a 1% battery level on the tablet even after a long charging session (over 1 hour) and despite a White LED being visible, please follow these steps.

Important: For security and performance reasons, the Gabi app requires a minimum battery level of 25% to begin a new recording. If the display is stuck at 1%, you will be unable to start your session. 

Understanding Sensor Versions

• Version 1 (USB-C Charging): These units have an estimated lifespan of 3 years. If your V1 sensor is older than this, the internal battery chemistry may have reached its limit, preventing it from holding a charge despite indicating that it is "charging."

• Version 2 (Magnetic Charging): This version is designed for improved longevity. If a V2 sensor shows 1%, it is likely a communication or reporting error rather than a complete battery failure.

The "Power Cycle" Reset

If your sensor shows a White LED while charging but stays at 1% when unplugged, it may be a data synchronization error.

• Action: Try plugging and unplugging the sensor from its charger several times in short succession.

• Goal: This manual cycle often "wakes up" the battery reporting and forces the tablet to refresh the displayed percentage.

Diagnostic Checklist

Before escalating the issue, please verify the following:

1. The LED Test: When you unplug the sensor from the charger, does the Purple LED (low battery indicator) light up? If the LED is not purple but the tablet still shows 1%, the battery likely has a charge but is out of sync. 

2. The Cross-Tablet Test: Have you tried pairing these specific sensors with a different Gabi tablet? This helps us determine if the 1% reading is a hardware fault in the sensor or a software reporting error on the specific tablet.

3. Accessories Check: Ensure you have tested the charge with a different cable and power adapter to rule out accessory failure.

Submitting a Visual Report

If the steps above do not resolve the issue, we require visual documentation to assist you further. When creating your support ticket, please include:

• Photos or a short video showing the sensor's LED status (while plugged in and unplugged).

• A screenshot of what the tablet displays.

• The Serial Number(s) of the affected devices.