Why does the Qubii App show that it's disconnected when everything is plugged in?

If you are unable to connect your Qubii using your charging cable/charger, please try the following troubleshooting steps:

Solution #1: Disconnect and Reconnect the Setup

This issue may occur if part of your current Qubii setup is not properly connected. To ensure everything is correctly set up, please follow the instructions below:

• Disconnect all three components (cable, charger, Qubii).

• Restart your device or iPad.

• Reconnect your charging cable, charger, and Qubii.

• Open the Qubii app and make sure it functions properly:
  • Check if your device shows that it is charging.

Solution #2: Try a Different Cable, Charger, and/or Adapter

Some cables (especially third-party ones), chargers, or adapters may be faulty or may cause issues after prolonged use.
Try using a different cable and charger, and then follow the steps from Solution #1.
This can help determine whether the issue originates from your device or from the connection accessories.

Please ensure that all accessories you use comply with the standards listed at the following link:

🔗 Note on accessories used with Qubii (charger, cable, SD card)

For iPhone Users:

If Qubii can successfully connect to another iPhone or iPad and is also recognized by a PC, then the Qubii device itself is not defective.
In this case, there may be an issue with the IPSW (iOS software) on your iPhone.
For more information, please visit the following link:

🔗 how to fix IPSW issue 

If the issue persists even after trying the above steps:

To confirm the product's condition, we kindly ask you to record a video demonstrating the issue.

Please make sure the video includes all of the following:

• Connection of Qubii, the charger, a certified cable, and your smartphone

• The status of Qubii’s indicator light

• Starting the backup process and showing the Qubii app interface

• For iPhone users: Ensure that the term "Qubii" does not appear under the "Carrier Lock" section while Qubii is connected
  (Settings > General > About → scroll down and look for "Qubii")

Please send the video along with a description of the issue via the Customer Support Chat Window in your Qubii app or by email.
Our customer support team will get back to you as soon as possible.