My app says "Please connect Structure Sensor"

The first step in the troubleshooting process is always a hard restart of your iOS device:

• Instructions: Restart your iOS device

Next, make sure there is a clear connection between your Structure Sensor and iOS device:

• Check the charging port at the bottom of your iOS device for damage and/or debris
• Check the Lightning Connector cable ends for any foreign substances, and clean both ends of the cable with rubbing alcohol and a cotton swab.

If you are you still experiencing the same issue after restarting, please send the following information to support@structure.io to help us investigate:

• Structure  Sensor serial n umber (this can be found either on the back plate of the Sensor, the outside of the sensor gift box or in the settings menu of the Structure app)
• Which sensor you have (either the original Structure Sensor or Structure Sensor (Mark II))
• iPad Model Number (A####) - found on the back of the iPad in tiny print
• iOS Version
• Screen recordings of you using your app.

Once we receive your information, we'll follow up with you to provide additional recommendations.