Troubleshooting
The web app will not connect
Section titled “The web app will not connect”- Switch the device on (5 clicks if it is off) and make sure no other app is connected to it. Close the official Focus V app.
- Use Chrome or Edge, or The V Browser on iPhone and iPad. See Connect the web app.
- If the chooser lists Dialed SAFE, see safe mode.
- On a phone, “Couldn’t connect to the device”. The message now says whether the phone could not open a link at all or the link opened and the device did not finish setting up, and the Connection details under it open by themselves: tap Copy and send them to us. Two things fix most cases. First, look in the phone’s own Bluetooth list: if the device shows there as connected, disconnect it and try again (a link left over from an earlier attempt keeps the device from advertising). Second, switch the device off and on. From firmware 1.0.19 the device also hangs up by itself on a link that has been silent for 30 seconds, so a left-over link clears without touching the device.
My Carta 2’s screen is black
Section titled “My Carta 2’s screen is black”Work down this list:
- It may just be switched off. After an install or update the device restarts switched off. Press the main button 5 times and wait for the boot animation.
- Plug in USB while it is off. A switched-off Carta 2 shows the charging screen. If you see it, the panel works.
- Look at the Bluetooth list in the web app. If it shows Dialed SAFE, the device failed to start normally four times. A current Carta 2 shows a SAFE MODE notice in this state; connect and send the firmware again from the Recovery screen.
- Run the screen test (firmware 1.0.19 and later). Open the web app’s Debug page and use Screen test. Each button restarts the display in a different way and shows red, green, blue and white for a few seconds. Go down the list and tell us the first button that shows anything, or whether the backlight alone glows (Backlight only). That separates a dead backlight from a panel that is not taking data, and tells us which way to fix the bring-up. The device also brings the panel up again every time you switch it on.
- Check the panel with the factory firmware. Restore it with the official Focus V app (see Go back to stock). If the screen is black there too, it is a hardware problem, not Dialed Control.
Whichever it is, tell us what you saw at each step, and the fault code the dashboard shows if you tried to heat. If the device does not respond at all, see My device will not respond.
The Sport or Aeris button does not start a session
Section titled “The Sport or Aeris button does not start a session”A session starts with two clicks once the device is on. Work through these:
- It is off. A switched-off device ignores 2, 3 and 4 clicks (it gives a short refusing buzz from firmware 1.0.19); 5 clicks switch it on.
- Dial mode. Holding the button for a second enters dial mode, and then clicks step the temperature instead. Hold again to leave it, or wait 5 seconds.
- Locked. 5 clicks unlock.
- No atomizer. The device refuses with a fault; the lights flash and the buzz is long. A good start is two short buzzes.
- The clicks are too slow. Two presses count as a double press only when the gap between them is under 0.3 seconds and each press is at least 30 ms and under 0.4 s. Slower presses are two single clicks, and one click changes the slot.
To see what the device made of your presses, press the button the way that does nothing, then open the Debug page and use Read the last presses (firmware 1.0.19). It lists the last three gestures it counted and the state each left behind. Send us that.
The Focus V app says an update is available
Section titled “The Focus V app says an update is available”That is expected. By default Dialed Control tells the Focus V app it is out of date, so the app always offers the way back to stock. To stop it, turn on Let the Focus V app work in Settings, or set FV revert to QUIET on the Carta 2. See Using the Focus V app.
My device says “Dialed SAFE”
Section titled “My device says “Dialed SAFE””Safe mode means the device did not run normally for four boots in a row. It never heats in safe mode. Connect with the web app and update or reinstall the firmware. After 15 seconds of running, the next boot tries normal operation again. See Safety and limits.
A session will not start
Section titled “A session will not start”The device refuses with a long pulse and a fault. The common reasons:
| Code | Fix |
|---|---|
| 505 | No atomizer seated. Check the chamber. If it appears about half a second into a session with an atomizer clearly seated, you are on a firmware older than 1.0.15 (Carta 2): update. |
| 520 | The battery is too low. Charge it. |
| (none) | The device is locked. On the one-button devices 5 clicks unlocks. On the Carta 2 it is 4 clicks. |
A fault stopped my session
Section titled “A fault stopped my session”Find the code in Safety and limits. 502 (heating failed), 504 (short circuit) and 510 (sensor fault) often mean a poorly seated or worn atomizer, so reseat it or try another. 511 and 512 mean the temperature went wrong, so let the device cool, and tell us on Discord if it repeats.
A short circuit (504), or the screen stays black
Section titled “A short circuit (504), or the screen stays black”Open the web app’s Debug page and press Read the sensors and the display (firmware 1.0.17 and later). It shows what the device sees, and it is exactly what to send us on Discord:
- Display. “started, bus working” with the backlight on means the screen is being driven, so look at the panel and its connector. “its bus never went idle” means the device gave up on the screen. On the Carta 2 the light ring still works either way, so tell us whether the ring lights.
- Atomizer. The presence, identity and temperature-sensor readings behind the class the device chose. A Carta 2 atomizer is present when the presence reading is at or below 2500 mV.
- Last coil pulse. The Carta 2 stops for a short circuit when the current side stays over 1400 mV. If a reading like that appears with an atomizer that works on the stock firmware, send us the numbers. An atomizer made for another device can draw too much current, and the stop is then correct.
My changes were refused or changed
Section titled “My changes were refused or changed”- The app cannot change presets, curves or lights during a session. Stop it first.
- If a value was adjusted, it was outside the device’s limits. The app shows what was stored. See Classic mode.
- A curve’s ramps may be lengthened. See Curve mode.
It says “Firmware is by invitation”
Section titled “It says “Firmware is by invitation””The firmware is closed to the public. Sign in with the email address on your Dialed Control account (it has to be confirmed). If you are signed in and still see this, that address has not been given access yet: ask in the Dialed Discord and give them the email on your account. After they add it, reload the page.
The firmware update will not start
Section titled “The firmware update will not start”- The Update page may be switched off until validation is signed off. See Update.
- The battery must be at least 30 %, or the device on USB, and no session running.
- If Confirm updates on the device is on, press the button twice within two minutes.
Standby turned itself off
Section titled “Standby turned itself off”The device reset while in standby, so it switched standby off and counted it. See Power and standby.
The lights are not showing my light preset
Section titled “The lights are not showing my light preset”A light preset plays while the device is on and idle, and during a Classic session on the Carta 2. See Lights. On the Sport the two top lights, and on the Aeris the button light, stay dark under a preset, as they do on the stock firmware (checked by running the stock firmware’s own light code); they light for Dialed’s own states.
Still stuck
Section titled “Still stuck”Ask on the Dialed Discord and include the Debug page’s details from the web app: your board, firmware version and browser. Never post your serial number.