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Troubleshooting

Most issues are fixed by a restart. A factory reset is the last step before contacting support.

Restart

  1. Hold the Main Button for 6 seconds until the Smarthandle 2 turns off.
  2. Tap the Main Button to turn it back on, and wait for the Feno logo and home screen.
  3. Try brushing again.

Factory reset

A factory reset erases the settings, Wi-Fi, pairing and any sessions not yet synced from the Smarthandle. Sessions already synced to the Feno App stay in your account, so sync first if you can. You'll need to set it up again afterwards.

  1. From the home screen, press and hold all three buttons (Main, Upper and Lower) together. A countdown appears with A factory reset will erase all data.
  2. Keep holding until the countdown finishes. Let go of any button to cancel.
  3. Set up the Smarthandle again. See Setup.

Common problems

Problem Try this
Display doesn't turn on Charge on the Snap Charger 2 for at least 30 minutes, then hold the Main Button for 2 seconds.
Not charging Check the adapter is plugged in and the Indicator LED on the Snap Charger 2 is on. Reattach the Snap Charger 2. The Snap Charger 1st Generation does not work with Smarthandle 2.
Can't connect to Wi-Fi Use a 2.4 GHz network, check the password and move closer to the router, or skip Wi-Fi and use the phone connection. See Setup.
No-connection icon Brushing still works, and sessions sync the next time it connects. Reconnect over Wi-Fi or through your phone in the Feno App.
Motor stops mid-session You may be biting too hard. Relax your bite, rest your teeth gently in the Mouthpiece and continue.
Mouthpiece feels loose Push it on until it clicks, then pull gently to check. If it still wobbles, replace it.
"Something's not right. Please contact support." Restart. If the message returns, contact support.

Contact support

Monday–Friday, 9am–5pm Pacific Time. Have your order number and the message shown on the display ready.