Tyto Device Troubleshooting

Device Will Not Charge

Ask the user 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
  1. Ask the user to turn off the device using the “Shutdown” option within the Tyto device menu.  Press Menu (3 dots) → Shutdown
  2. Ask the user 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.
  3. Instruct the user to unplug the charger and verify the battery status in the device

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

  1. Ask the user to try another power source, wall outlet or USB port/plug.
  2. Ask the user 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: Make sure that the user is NOT using a smart charger, like the ones used with the latest models of smart phones, as previously mentioned.

Unsupported Cable

If the device still does not reach 99% – 100%:

  1. Take a Clear Photo: Ask the user to capture a clear image showing:
    • The device on the charger
    • The charger plugged into a power source
    • The entire device screen, ensuring the charging light is visible
  2. Escalate to TytoCare Support: Send the photo along with the device’s serial number (found on the sticker at the bottom of the device, starting with “TC-######”) to TytoCare Support for further assistance.

Device Will Not Turn On

  1. 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.
  2. Ask them to try to charge with another charger and another, supported, charging cable. Try to boot the device while the charging cable is connected.
  3. Press the power button for 10-15 seconds.
  4. If issue persists – Contact TytoCare support with the device serial number and a video of the device not responding to attempted turning on.

If any issue persists and cannot be resolved please report the issue details to TytoCare Support via the Support portal.