--- title: Problems / Issues description: Find quick answers and solutions to the most common LusioMATE questions, issues, and technical problems. --- [Skip to content](https://knowledgebase.lusiorehab.com/problems-/-issues#main-content) ![lusio-logo](https://knowledgebase.lusiorehab.com/hubfs/lusio-logo.svg) - [Home](https://www.lusiorehab.com/) - LusioMATE For You Show submenu for LusioMATE For You - Condition/Goal Show submenu for Condition/Goal - [Cerebral Palsy](https://www.lusiorehab.com/cerebral-palsy-physiotherapy-and-occupational-therapy) - [Early Childhood Early Intervention](https://www.lusiorehab.com/early-childhood-early-intervention) - [Autism/ASD](https://www.lusiorehab.com/autism-occupational-therapy-and-physiotherapy) - [Stroke Recovery](https://www.lusiorehab.com/stroke-recovery) - [Neuro Rehab](https://www.lusiorehab.com/neuro-rehab-at-home) - [Brain Injury (TBI)](https://www.lusiorehab.com/traumatic-brain-injury) - [Spinal Cord Injury](https://www.lusiorehab.com/spinal-cord-injury) - Practical Info Show submenu for Practical Info - [Purchase Options](https://www.lusiorehab.com/lusiomate) - [IT Requirements](https://knowledgebase.lusiorehab.com/it-requirements) - [Accessories](https://knowledgebase.lusiorehab.com/accessories) - [NDIS Funding](https://www.lusiorehab.com/ndis-funding-information) - About Us Show submenu for About Us - [What Is LusioMATE?](https://www.lusiorehab.com/what-is-lusiomate) - [Meet the Team](https://www.lusiorehab.com/team-lusio) - [Partners](https://www.lusiorehab.com/partners) - [Incredible Vision So Far](https://www.lusiorehab.com/the-incredible-lusio-story-so-far) - [Purpose Vision Values](https://www.lusiorehab.com/lusio-purpose-vision-values) - Resources Show submenu for Resources - [Value Based Care](https://www.lusiorehab.com/value-based-care) - [Research & Insights](https://blog.lusiorehab.com/) - [NDIS Assistive Tech](https://www.lusiorehab.com/assistive-technology) - [Physical Therapy Games](https://www.lusiorehab.com/physical-therapy-games) - [Start Today](https://www.lusiorehab.com/get-started) Open main navigation Close main navigation - [Home](https://www.lusiorehab.com/) - LusioMATE For You Show submenu for LusioMATE For You - Condition/Goal Show submenu for Condition/Goal - [Cerebral Palsy](https://www.lusiorehab.com/cerebral-palsy-physiotherapy-and-occupational-therapy) - [Early Childhood Early Intervention](https://www.lusiorehab.com/early-childhood-early-intervention) - [Autism/ASD](https://www.lusiorehab.com/autism-occupational-therapy-and-physiotherapy) - [Stroke Recovery](https://www.lusiorehab.com/stroke-recovery) - [Neuro Rehab](https://www.lusiorehab.com/neuro-rehab-at-home) - [Brain Injury (TBI)](https://www.lusiorehab.com/traumatic-brain-injury) - [Spinal Cord Injury](https://www.lusiorehab.com/spinal-cord-injury) - Practical Info Show submenu for Practical Info - [Purchase Options](https://www.lusiorehab.com/lusiomate) - [IT Requirements](https://knowledgebase.lusiorehab.com/it-requirements) - [Accessories](https://knowledgebase.lusiorehab.com/accessories) - [NDIS Funding](https://www.lusiorehab.com/ndis-funding-information) - About Us Show submenu for About Us - [What Is LusioMATE?](https://www.lusiorehab.com/what-is-lusiomate) - [Meet the Team](https://www.lusiorehab.com/team-lusio) - [Partners](https://www.lusiorehab.com/partners) - [Incredible Vision So Far](https://www.lusiorehab.com/the-incredible-lusio-story-so-far) - [Purpose Vision Values](https://www.lusiorehab.com/lusio-purpose-vision-values) - Resources Show submenu for Resources - [Value Based Care](https://www.lusiorehab.com/value-based-care) - [Research & Insights](https://blog.lusiorehab.com/) - [NDIS Assistive Tech](https://www.lusiorehab.com/assistive-technology) - [Physical Therapy Games](https://www.lusiorehab.com/physical-therapy-games) - [Start Today](https://www.lusiorehab.com/get-started) - [Contact Us](https://www.lusiorehab.com/contact-us) [Contact Us](https://www.lusiorehab.com/contact-us?hsLang=en-au) How can we help you? - There are no suggestions because the search field is empty. 1. 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[FAQs & Tech Support](https://knowledgebase.lusiorehab.com/faqs-tech-support?hsLang=en-au) # Problems / Issues ##### [One or both of my Lusio sensors aren't working.](https://knowledgebase.lusiorehab.com/problems-/-issues#ccc1) ##### [My Lusio Sensors are not Connecting.](https://knowledgebase.lusiorehab.com/problems-/-issues#ccc2) ##### [LusioMATE has stopped responding to my ‘Movement Goal’](https://knowledgebase.lusiorehab.com/problems-/-issues#ccc3) ##### [Robot Mirror is Doing the Opposite to my Movement](https://knowledgebase.lusiorehab.com/problems-/-issues#ccc4) ##### [The Sound is not Working when I Play](https://knowledgebase.lusiorehab.com/problems-/-issues#ccc5) ##### [Do I have to prepare the Lusio Sensors when I change games?](https://knowledgebase.lusiorehab.com/problems-/-issues#ccc6) ##### [I have Forgotten my Login and / or Password.](https://knowledgebase.lusiorehab.com/problems-/-issues#ccc7)         ##### One or both of my Lusio sensors aren't working. ###### Battery – if the Lusio Sensors have a blue / purple light or no light at all then please make sure to charge them up using the USB charger cable that came in your LusioMATE pack. ###### Bluetooth – check that you have Bluetooth turned ‘On’ on your device. ###### Uninstall / Reinstall the Game App you are using.  When you reinstall the game make sure that you have Bluetooth switched 'On' and you click 'OK' when the game App asks to connect with your Bluetooth. ![IMG-6605\_480x480](https://knowledgebase.lusiorehab.com/hs-fs/hubfs/KBs/problems-issues/IMG-6605_480x480.webp?width=200&height=113&name=IMG-6605_480x480.webp) ###### Restart device. ###### **If you continue** to have a problem it might be that the Lusio Sensor/s is faulty. Contact Team Lusio at letsplay@lusiorehab.com         ##### My Lusio Sensors are not Connecting. ###### Switch Lusio Sensors ‘Off’ and back ‘On’ again. ###### Close down the Game App that you are playing with and then restart it.               ##### LusioMATE has stopped responding to my ‘Movement Goal’ ###### This might happen when you change games in the same game therapy session but keep working on the same ‘Movement Goal’.  If the Lusio Sensors move too much then they can easily lose their connection to the movement position setting. ###### Simple solution.  Pause the game and re- set the position. ###### Below is the **Pause** screen in Lusio Basketball - if you then press the icon that the arrow is pointing to you will be taken to **Position Setup.** Once you've reset the position hit the **Back to Pause** button and then **Play**. ![Basketball\_Pause\_Screen\_480x480](https://knowledgebase.lusiorehab.com/hs-fs/hubfs/KBs/problems-issues/Basketball_Pause_Screen_480x480.webp?width=201&height=113&name=Basketball_Pause_Screen_480x480.webp)         ##### Robot Mirror is Doing the Opposite to my Movement ###### **Robot Mirror** is super useful for a reference for Players in-game.  If you find that **Robot Mirror** is doing the **opposite movement** to the Player then simply hit the **‘Reverse Robot Mirror’** button. ###### For a deep dive into **Robot Mirror** check the **Lusio Platform Guide Robot Mirror** video [here](https://lusiorehab.com/pages/how-to-use-lusiomates-robot-mirror?hsLang=en-au).               ##### The Sound is not Working when I Play ###### **Pause the Game** – check the **Sound** is not muted.  You can turn the sound 'On' and 'Off' in all the games on the pause screen like this. ![Basketball\_pause\_Screen\_-\_Sound\_on\_and\_off\_icon\_436f76e6-7c03-4ee3-b1f1-e0d70fa9bd38\_480x480](https://knowledgebase.lusiorehab.com/hs-fs/hubfs/KBs/problems-issues/Basketball_pause_Screen_-_Sound_on_and_off_icon_436f76e6-7c03-4ee3-b1f1-e0d70fa9bd38_480x480.webp?width=193&height=109&name=Basketball_pause_Screen_-_Sound_on_and_off_icon_436f76e6-7c03-4ee3-b1f1-e0d70fa9bd38_480x480.webp) ###### **Check the Ringer** on your device – if it is **‘Off’** this will cause the **Sound** to be **‘Off’** in the game. ###### **If using Apple devices** - it is possible with some iPhones / iPads, and some iOS updates, that the mute button has been switched off in the LusioMATE App itself.  If you have lost sound in the app, but it is working ok on the rest of the device, this is very likely the issue. ###### To fix the issue, when in the LusioMATE app swipe down from the **top right of the screen** and if you see the mute button in red (on) then tap it to switch it off.  This should fix the problem. ![iPad\_Mute\_Setting\_160x160](https://knowledgebase.lusiorehab.com/hs-fs/hubfs/KBs/problems-issues/iPad_Mute_Setting_160x160.webp?width=160&height=120&name=iPad_Mute_Setting_160x160.webp) ![iPad\_Mute\_Setting\_Off\_160x160](https://knowledgebase.lusiorehab.com/hs-fs/hubfs/KBs/problems-issues/iPad_Mute_Setting_Off_160x160.webp?width=160&height=120&name=iPad_Mute_Setting_Off_160x160.webp)         ##### Do I have to prepare the Lusio Sensors when I change games? ###### **No**.  You should be able to do a whole gaming therapy session with only having to prepare the L**usio Sensors** one time.  If you  change to another **‘Movement Goal’** during a session, when you get to the screen where you get the sensors ready, just simply hit **Skip**. ![Calibrate\_with\_Skip\_480x480](https://knowledgebase.lusiorehab.com/hs-fs/hubfs/KBs/problems-issues/Calibrate_with_Skip_480x480.webp?width=181&height=102&name=Calibrate_with_Skip_480x480.webp) ###### That said, you might find the Sensors **lose connection** sometimes during a therapy session, and this might need you to re-do the preparation step to get them working again.           ##### I have Forgotten my Login and / or Password. ###### **Please** contact **Team Lusio** at [letsplay@lusiorehab.com](mailto:letsplay@lusiorehab.com) and we will fix the problem for you. - [Setup, Maintenance & Accessories](https://knowledgebase.lusiorehab.com/setup-maintenance-accessories?hsLang=en-au) - [How To Use LusioMATE](https://knowledgebase.lusiorehab.com/how-to-use-lusiomate?hsLang=en-au) - [FAQs & Tech Support](https://knowledgebase.lusiorehab.com/faqs-tech-support?hsLang=en-au) - [Content & Engagement](https://knowledgebase.lusiorehab.com/content-engagement?hsLang=en-au) - [Lusio Policies & Certifications](https://knowledgebase.lusiorehab.com/lusio-policies-certifications?hsLang=en-au) - [Home](https://www.lusiorehab.com/) - LusioMATE For You - Condition/Goal - Practical Info - About Us - [What Is LusioMATE?](https://www.lusiorehab.com/what-is-lusiomate) - [Meet the Team](https://www.lusiorehab.com/team-lusio) - [Partners](https://www.lusiorehab.com/partners) - [Incredible Vision So Far](https://www.lusiorehab.com/the-incredible-lusio-story-so-far) - [Purpose Vision Values](https://www.lusiorehab.com/lusio-purpose-vision-values) - Resources - [Value Based Care](https://www.lusiorehab.com/value-based-care) - [Research & Insights](https://blog.lusiorehab.com/) - [NDIS Assistive Tech](https://www.lusiorehab.com/assistive-technology) - [Physical Therapy Games](https://www.lusiorehab.com/physical-therapy-games) - [Start Today](https://www.lusiorehab.com/get-started) [![lusio-logo](https://knowledgebase.lusiorehab.com/hubfs/lusio-logo.svg "lusio-logo")](https://knowledgebase.lusiorehab.com/?hsLang=en-au) Assistive technology developer gamifying the physical therapy and rehabilitation space. 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