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I cannot connect to the e-mark (create) or lose connection, what can I do?

Updated

If your phone, tablet, PC or laptop does not connect any more or loses the connection frequently when you are working in the app, you need to check several things. Find below some tips for your device:

To ensure whether your operating system is supported by the app, go to For which devices is the e-mark / e-mark create software available?

 

Connectivity issues on iPhone or iPad

Check the following points, if you cannot connect or lose connection. Try to connect after each step and switch the e-mark off and on in between:

  1. Check whether you have the right app installed
  2. Update the app in the AppStore
    getemarkapp.colop.com
  3. Update your iOS -> check in the settings of your device: General - Software Update
  4. Check whether the app needs permissions which are not allowed yet (these might be checked again after an update of your iOS)
    - Go to settings of your device - search for e-mark - allow all permissions
    iOS.jpg
  5. Switch on your e-mark and go to the Wifi settings on your device
    - Is your e-mark listed? No? Check again whether the e-mark is on (you should see some lights)
    - If you are connected to your e-mark in the Wifi settings, select it and click on forget network
  6. Switch off VPN in the settings of your device
  7. Restart your iPhone or iPad
  8. Make sure you are entering the right SSID and password or reset your e-mark (create) - I cannot find the SSID and password of my e-mark for connecting. Where can I find this information?
  9. Your e-mark might have gone to sleep mode while you worked on your device, make sure it is on when you want to connect - My e-mark turns off after some time. How can I change the sleep mode time?
  10. Delete the app and reinstall it (save all your imprints before by exporting them) - How can I export / share / import imprints?

 

Connectivity issues on Android phones or tablets

Try the following points, if you cannot connect or lose connection. Try to connect after each step and switch the e-mark off and on in between:

  1. Check whether you have the right app installed
  2. Update the app in the Google Play Store
    getemarkapp.colop.com
  3. Update your Android version -> check in the settings of your device: System - Software Update
  4. Check whether the app needs permissions which are not allowed yet (these might be removed after an Android update)
    - Go to settings of your device - Apps - e-mark App - Permissions - Allow them all
    Android.jpg

  5. Switch on your e-mark and go to your Wifi settings on your device
    - Is your e-mark listed? No? Check again whether the e-mark is on (you should see some lights)
    - If you are connected to your e-mark in the Wifi settings, select it and click on forget network
  6. Switch off VPN in the settings of your device
  7. Restart your phone or tablet
  8. Make sure you are entering the right SSID and password or reset your e-mark (create) - I cannot find the SSID and password of my e-mark for connecting. Where can I find this information?
  9. Your e-mark might have gone to sleep mode while you worked on your device, make sure it is always on - My e-mark turns off after some time. How can I change the sleep mode time?
  10. Delete the app and reinstall it (save all your imprints before by exporting them) - How can I export / share / import imprints?

 

Connectivity issues on Windows PCs or laptops

In the desktop version you can choose between Wifi connection or USB, for the latter use a Micro USB cable that has data transfer enabled.

Check the following points, if you cannot connect or lose connection. Try to connect after each step and switch the e-mark off and on in between:

  1. Check whether you have the right app installed (e-mark or e-mark create)
  2. Update the app from the website:
    e-mark: App & Software - e-mark professional (colop.com)
    e-mark create: App & Software - emark create (colop.com)
  3. Switch to USB or Wifi and then click connect
    - USB: insert the USB cable on e-mark and PC - your e-mark will light up in pink on the back, if not, or if you connect for the first time - connect first via Wifi and update the firmware on the e-mark
    - Wifi: remove any network cable (LAN) to connect via Wifi
    only connect in the app, if you are already connected in the Wifi settings, click on disconnect
    - the e-mark can only be connected via Wifi or USB, if you want to connect via USB and the e-mark shines in blue, disconnect first and then insert the USB cable
    Windows_connection.png
    59_image3.jpg59_image2.jpg

  4. Update your Windows version --> check in the settings of your device: Update & Security - Windows Update
  5. Restart your PC or laptop
  6. Make sure you are entering the right SSID and password or reset your e-mark (create) - I cannot find the SSID and password of my e-mark for connecting. Where can I find this information?
  7. Your e-mark might have gone to sleep mode while you worked on your device, make sure it is always on - My e-mark turns off after some time. How can I change the sleep mode time?
  8. Delete the desktop version and reinstall it (save all your imprints before by exporting them) - How can I export / share / import imprints?

 

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