Introduction
We designed EKG Pro and Pro Studio to be easy to connect and reliable as they receive updates over time. However, it's always possible to run into issues based on a variety of environmental and connection-based factors. We completely understand the frustration that comes along with these difficulties, and the aim of this article is to equip you with the tools needed to resolve the issue(s) quickly.
An important note regarding app version 1.1.2
Released at the beginning of March 2025, version 1.1.2 of the EKG Updater app fixed an important connection issue that prevented kettles from updating. If your kettle was ever connected to WiFi for updates before the beginning of March 2025, completing the steps below will ensure you'll be able to receive future updates.
- Remove the kettle from your app:
- Tap on the kettle in the app
- Click "Remove Kettle From App" toward the bottom of the screen
- Factory reset your kettle:
- Turn your kettle on by clicking the dial bottom
- Hold down the dial and menu buttons simultaneously for approximately 10 seconds
- When the "factory reset" option appears on the screen, tap the dial button to initiate the reset
- After a few seconds, the kettle will restart
- Reconnect your kettle to the EKG Updater App following the in-app instructions
- Reset your kettle's clock to the correct time
All new kettles connected after this update was released can be connected normally without any extra steps.
Running into issues during the connection process
Below are a few issues you may encounter when connecting your kettle and their solutions.
| Issue | Solution |
|---|---|
| Kettle doesn't show up in the list of Bluetooth-connectable items | Close and then relaunch the app. If this persists, factory reset the kettle by turning the kettle on and then holding down the dial and menu buttons for 10 seconds. |
| A message appears that the kettle is already connected | Remove the kettle from the app and then reconnect it. If this persists, factory reset the kettle by turning it on and then holding down the dial and menu buttons for 10 seconds. When this is complete, run through the connection process again. |
| A general error message appears when trying to connect | Try going through the connection process again. If this persists, factory reset the kettle by turning it on and then holding down the dial and menu buttons for 10 seconds. When this is complete, run through the connection process again. |
|
Accidentally denying needed permissions during the setup process |
Uninstall the EKG Updater App and then reinstall it. |
General troubleshooting
If your kettle ever has trouble staying connected once you get it set up, we recommend trying the troubleshooting steps below.
Power cycle:
- Unplug the kettle
- Wait about 30 seconds
- Plug it back in
Factory reset:
- Turn your kettle on by clicking the dial bottom
- Hold down the dial and menu buttons simultaneously for approximately 10 seconds
- When the "factory reset" option appears on the screen, tap the dial button to initiate the reset
- After a few seconds, the kettle will restart
Need more help?
If your kettle is still being troublesome, know that our Customer Experience Team is here to help! Please submit a warranty request at the link below, and our team will respond as soon as they possibly can!
Submit a warranty request here
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