Renny ORIGINAL Support

Renny-ORIGINAL-Quick-Start-Guide-English-Spanish-French

IMPORTANT:
WHEN TESTING RENNY ORIGINAL, YOU CAN NOT USE 1 CONNECTED PHONE TO CALL A 2ND CONNECTED PHONE IN THE SAME HOUSE TO TEST RENNY™ TO SEE IF IT WORKS. YOU MUST HAVE A 3RD PARTY CALL FROM ANOTHER LOCATION OR FROM A 3RD UNCONNECTED PHONE TO TEST. (This may occur because Renny does not know which phone to prioritize so it may not ring, announce the phone number properly, or allow you to answer the call. Alternatively, if you would like to test with 1 of the connected phones, walk at least 300 feet away with one phone and call the second connected phone.)
The Renny HOME won't turn on.

  1. Confirm Renny USB Charger is connected to the device. DO NOT USE ANY OTHER CHARGER!
  2. Charge the battery for at least 4 hours.

My phone isn't detecting the Renny.
  1. Make sure you are pressing and holding the Phone Button on Renny for 3 seconds until you hear a “whooshing” sound. (This puts Renny into Pairing Mode.)
  2. Make sure to tap the word “Renny” on your phone’s screen with your finger to finish initial pairing.
  3. Verify the device is turned on.
  4. Consult your phone’s manual for Bluetooth settings.
  5. Make sure the phone is within range.**
  6. Make sure your device is Bluetooth enabled.

The person I'm talking to can't hear me clearly through the Renny speakerphone, or I can't hear them clearly.
  1. Make sure to face and talk directly into the microphone located just right of the LED indicator.
  2. Make sure your phone is in a place in the house where it receives good reception. (Please Note: Renny is not a cellular signal booster. You must have good cellular reception to the smartphone for you to have clear calls extended to the Renny.)
  3. Make sure the Renny is at least 6 feet from a wireless router or another Bluetooth device. (Please keep in mind a wireless computer mouse may use Bluetooth technology to communicate with a laptop or computer, and could cause interference.)
  4. Make sure there are not any large or thick obstructions between the Renny and the phone. Sometimes multiple floors, thick walls, or kitchen appliances between the Renny and the paired phone can prevent a clear call from occurring. Many times, the optional Rentenna signal booster can significantly improve the clarity.

My iPhone is not auto-connecting to Renny all the time.
This problem is usually a simple fix. Please follow the below instructions and the Renny should once again auto-connect. If it does not, please contact us and we will take care of you:

  1. Make sure Renny is at least 6 feet from a wireless router or another Bluetooth device. (Please keep in mind a wireless computer mouse may use Bluetooth technology to communicate with a laptop or computer, and could cause interference.)
  2. Make sure your phone is not trying to connect to a different Bluetooth device such as a headset, speaker, TV, radio, computer, etc. If it is, you will need to either turn that device off or unpair it in your phone’s settings by clicking “forget this device” in the Bluetooth settings. (The Renny is designed to not steal the Bluetooth signal from a different Bluetooth device, and although a phone can be paired to many devices at the same time, Bluetooth technology only allows one device to be connected to a phone at a time.)
  3. Make sure there are not any large or thick obstructions between the Renny and the phone. Sometimes multiple floors, thick walls, or kitchen appliances between the Renny and the paired phone can prevent a connection from occurring.
  4. Close all open programs on the paired phone by double clicking the home button and swiping each of the visible rectangles upwards with your finger. You will be able to close all open programs except your home screen, and this will save battery life as well. You will not lose any information and the program will simply re-open when you click the icon again. (Some 3rd party apps have been known to interfere with the Bluetooth settings of the phone which may affect Renny’s auto-connect feature.)
  5. Make sure the Renny has been plugged in and charging for at least 4 hours.
  6. Make sure you are running the latest firmware on your phone. To download the latest firmware, go to Settings/General/Software Update.
    1. If you are running the latest software on your phone, try re-pairing the Renny following these steps:

    2. Turn Renny to the OFF position.
    3. Power down the iPhone, then reboot. (Repeat if a second phone is connected.)
    4. Un-pair Renny in your phone’s Bluetooth settings by clicking Settings/Bluetooth/”right arrow next to Renny”/”Forget this Device” (repeat if a second phone is connected).
    5. Turn Renny to the ON position
    6. Re-pair Renny by holding the “phone” button down on Renny for 3 seconds, and connecting via your phone’s Bluetooth settings.
    7. Re-pair the second phone using the same method (if applicable).
  7. If the problem persists, please reset your phone by going to Settings/General/Reset/Reset All Settings. When you complete the process, your iPhone will reboot. Despite the scary two step warning, this doesn’t affect your data. All of your email accounts will remain in tact, as well as any SMS text or iMessages. What this effectively does is to reset some of your Settings to factory default. It’s not a complete removal of settings. It removes all of your preferences for Wi-Fi, Bluetooth, Do No Disturb, Notifications, General, Sounds, Brightness & Wallpaper and Privacy.
  8. If the problem still persists, please contact us.

My Android smartphone is not auto-connecting to Renny all the time.
This problem is usually a simple fix. Please follow the below instructions and the Renny should once again auto-connect. If it does not, please contact us and we will take care of you:

  1. Make sure the Renny is at least 6 feet from a wireless router or another Bluetooth device. (Please keep in mind a wireless computer mouse may use Bluetooth technology to communicate with a laptop or computer, and could cause interference.)
  2. Make sure your phone is not trying to connect to a different Bluetooth device such as a headset, speaker, TV, radio, computer, etc. If it is, you will need to either turn that device off or unpair it in your phone’s bluetooth settings. (The Renny is designed to not steal the Bluetooth signal from a different Bluetooth device, and although a phone can be paired to many devices at the same time, Bluetooth technology only allows one device to be connected to a phone at a time.)
  3. Make sure there are not any large or thick obstructions between the Renny and the phone. Sometimes multiple floors, thick walls, or kitchen appliances between the Renny and the paired phone can prevent a connection from occurring.
  4. Close all open programs on the paired phone. Please refer to your phone’s user manual on how to do this as it varies by phone. (Some 3rd party apps have been known to interfere with the Bluetooth settings of the phone which may affect Renny’s auto-connect feature.)
  5. Make sure the Renny has been plugged in and charging for at least 4 hours.
  6. Make sure you are running the latest firmware on your phone. To download the latest firmware, go to Settings/About device/software update/Check for updates/OK.
  7. If you are running the latest software on your phone, try re-pairing the Renny following these steps:
    1. Turn Renny to the OFF position.
    2. Power down the phone, then reboot. (Repeat if a second phone is connected.)
    3. Un-pair Renny in your phone’s Bluetooth settings (repeat if a second phone is connected).
    4. Turn Renny to the ON position
    5. Re-pair Renny by holding the “phone” button down on Renny for 3 seconds, and connecting via your phone’s Bluetooth settings.
    6. Re-pair the second phone using the same method (if applicable).
  8. If the problem persists, clear the Bluetooth Cache and Data using these steps (which may vary slightly by Android smartphone):
    1. From a Home screen, tap Apps.
    2. Find the Settings icon and tap on it.
    3. Scroll to Applications section and tap Application Manager.
    4. Swipe left or right to display contents of All tab.
    5. Scroll to and tap Bluetooth.
    6. Tap Force Stop button.
    7. Tap Clear Cache.
    8. Tap Clear Data, and then OK.
    9. Reboot your smartphone.
    10. More information on this process can be found Here.
  9. If the problem persists, download the free Bluetooth Auto Connect Application by UniqTec from the Play Store. This App is highly effective.
  10. If the problem still persists, please contact us.

Using an iPhone, how do I turn off media sounds and text & email notifications from Renny ORIGINAL temporarily?
  1. Make sure you are running the latest firmware on your phone. To
    download the latest firmware, go to Settings/General/Software Update.
  2. Next, swipe up from the bottom of the screen to launch the Control
    Panel.
  3. Press the AirPlay button and you should see two choices: “iPhone” and
    “Renny”.
  4. Select “iPhone” with your finger.
  5. Now, sounds should stay on your iPhone except for Renny’s ringer
    function.

If the above procedure doesn’t work, please try these four options:

  1. The first is to disable the Bluetooth in the application you are running, if possible. For instance, when watching a YouTube video using Safari, there is a small blue square icon on the bottom right of the screen to press that will turn off Renny.
  2. If the application you are using does not have this or a similar button in the settings, another solution would be to disable the Bluetooth in your phone settings by swiping up from the bottom of the screen and disabling Bluetooth by pressing the Bluetooth button in Control Center.
  3. A third option is to simply switch the “MUTE” button on the top left side of the iPhone to the “ON” position, and this will mute all sounds in the Renny (except for the incoming call ringtone when a call comes in).
  4. If you would like to turn off clicking and locking sounds through Renny, go into the iPhone’s settings to turn off these sounds by in Settings/Sounds/Keyboard Clicks/OFF and Settings/Sounds/Lock Sounds/OFF.

Using an Android phone, how do I turn off media sounds and notifications from Renny ORIGINAL temporarily?
This is also called “Ring Only” mode for Android. If you have an iPhone, only the Renny HOME™ model has this feature due to the limitations of the iPhone’s Bluetooth capability.) Android phones allow you to separate the Bluetooth signal in your phone’s settings which is very convenient if you only want the Renny to ring, announce who is calling, and use the handsfree feature (Note: Renny ORIGINAL model only. Renny JR. does not have handsfree speakerphone capability). Each Android phone is different, but typically you would go to your Bluetooth settings and next to the word “Renny”, tap the Gear icon. (Make sure the Renny is on and connected to your phone before proceeding to the next step.) Next, tap the checkbox next to “Media audio” until it is unchecked. Also, make sure the “Call audio” is checked on. (Please Note: If you want to stream music to Renny, you will need go come back to this setting and make sure “Media audio” is checked on.)

Renny is not notifying me of texts and emails.
  1. Make sure text and email notifications can be heard through your phone’s internal speaker when Renny™ is OFF. Renny is designed to mimic whatever text and email sounds your phone makes.
  2. Make sure the volume is turned up enough on the phone and Renny. (Please note: Text sounds can not be heard through Renny on certain phones when they are on silent or vibrate. These select phones need to have some volume on, and Renny’s volume should be turned up louder as well.

Renny ORIGINAL rings, but can't be answered using the Phone Button and doesn't announce the Caller.
If you are “testing” the Renny by calling one connected smartphone to another connected smartphone, Renny may not work properly because it does not know which phone to prioritize. It may not announce the caller and you may not be able to answer Renny by pressing the Phone Button when this happens. Please test by having an outside party call one of the connected phones (or a third, non-paired cell phone within the house). Alternatively, you may walk safely out of range with one smartphone (at least 300 feet) and call the other connected phone.
Music randomly starts to play on my iPhone when I hang up a call or receive a text message.
This usually means a music player application such as Pandora is still open on one of the connected phones. We have seen this problem a few times now with the new iOS operating system and expect Apple to send an update soon. In the meantime, we can fix it on our end by following these steps:

  1. First, please make sure you are running the latest firmware on your phone and that the Renny has been plugged in and charging for at least 4 hours. To download the latest firmware, go to Settings/General/Software Update. If you are running the latest software, please verify that the music player on both connected phones is closed out by double clicking the home button and then you will see a list of open programs in rectangle form. Please swipe each of these rectangles upwards with your finger, and this will close any/all of the open music programs (and save battery life).
  2. If the problem persists, then please reset the settings in both iPhones by going to Settings/General/Reset/Reset All Settings. When you complete the process, your iPhone will reboot. Despite the scary two step warning, this doesn’t affect your data. All of your email accounts will remain in tact, as well as any SMS text or iMessages. What this effectively does is to reset some of your Settings to factory default. It’s not a complete removal of settings. It removes all of your preferences for Wi-Fi, Bluetooth, Do No Disturb, Notifications, General, Sounds, Brightness & Wallpaper and Privacy.
  3. If the problem persists and there are two phones connected, please re-pair the phones in the opposite order as the first time by following these steps:
    1. Turn Renny to the OFF position.
    2. Power down the iPhone, then reboot. (Repeat if a second phone is connected.)
    3. Un-pair Renny in your phone’s Bluetooth settings by clicking Settings/Bluetooth/”right arrow next to Renny”/”Forget this Device” (repeat if a second phone is connected).
    4. Turn Renny to the ON position
    5. Re-pair Renny by holding the “phone” button down on Renny for 3 seconds, and connecting via your phone’s Bluetooth settings.
    6. Re-pair the second phone using the same method (if applicable).

Once complete, please let us know if the problem persists. If it does, then the problem may be with your particular phone. The good news is our Renny HOME model fixes this issue 100% of the time with its “Ring Only” mode. If you would like to trade up, please contact us.


Can Renny be plugged into the wall all the time or does the battery have to stay charged?
The Renny ORIGINAL is designed to always stay on and plugged in. The Renny ORIGINAL has an added battery in case of a power failure or if you want to travel with it outside or in the car.

I can't hear music through Renny Original when using Pandora, Spotify, or another music application, even though I am connected to Renny™ and can hear incoming calls through Renny's speaker.
  1. Make sure the volume is turned up on Renny.
  2. Make sure the volume is turned up in your phone’s settings (with Android phones, there are multiple volume settings. “Media” Volume must be turned up and not just “Ringtone” volume. To do so, you may need to press the Volume Up bar on the side of the phone, then press the “Gear” icon to the right of the Volume Bar, then slide “Media” all the way up with your finger.)
  3. With ANDROID phones, make sure “Media Audio” is selected in your Bluetooth settings. To do so, Go to Bluetooth Settings, Click the “Gear” Icon next to the word “Renny”, then make sure “Media Audio” is checked.

After placing a call on my phone, I can't transfer the call to Renny ORIGINAL.
You must wait until the call connects to transfer the call to Renny. If the phone is ringing you will not be able to transfer to Renny until the other party picks up the call. Once the party picks up the call, press the “Bluetooth” icon on your phone (for Android) or press the word “Renny” on your phone (for iPhones). (Note: This works this way due to Renny’s Intelligent Call Routing Feature that does not interfere with a phone call placed from the handset unless you want to switch it over after the call starts.)

How does the Find Your Phone feature work?
  1. Voice Commands must be turned on in your phone’s settings (iPhone Users: Confirm Siri is activated in your phone’s settings. Android Users: Confirm Voice Commands are activated in your phone’s settings and note that “Google Voice” may not work on some phones. In this case, try using a different Voice Command program such as “S Voice”.)
  2. Press and release the Phone Button on Renny one time. Then, wait to hear the beep, and say “Set timer for 30 seconds”. If that works, you can say “10 seconds” in most cases but it depends on your phone’s make and model.

If you need further assistance, please contact us. We’re happy to help!