FAQs and Troubleshooting
Problems / Issues
One or both of my Lusio Sensors aren’t working.
My Lusio Sensors are not Connecting.
LusioMATE has stopped responding to my ‘Movement Goal’.
Robot Mirror is doing the Opposite to my Movement.
The Sound is not Working when I Play.
Do I have to Calibrate the Lusio Sensors when I change games?
I have Forgotten my Login and / or Password.
How…?
How do I get set up and started with LusioMATE?
How do I put the Lusio Sensors on?
How do I calibrate the Lusio Sensors?
How does ‘MATE Mode’ Work?
How do I use the Lusio Robot Mirror?
How do I use the Trophies in the LusioMATE Games?
How does 'Play with Lusio Freestyle' work?
How do I recharge the Lusio Sensors?
Can I…?
Can I use the Lusio Sensors on different Parts of the Body?
Can I Play without an Internet Connection?
Can I Play 2 player with LusioMATE?
Can I clean my Straps and / or Sensors?
Can I replace my Straps and / or buy new ones?
Problems and Issues
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.
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.
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.
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.
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.
Do I have to Calibrate the Lusio Sensors when I change games?
No. You should be able to do a whole gaming therapy session with only calibrating the Lusio Sensors one time. If you change to another ‘Movement Goal’ during a session, when you get to the Calibrate screen just simply hit Skip.
That said, you might find the Sensors lose connection sometimes during a therapy session, and this might need you to re-calibrate them to get them working again.
I have Forgotten my Login and / or Password.
Please contact Team Lusio at letsplay@lusiorehab.com and we will fix the problem for you.
How…?
How do I get set up and started with LusioMATE?
Please go the Quick Setup Guide for a simple 7 Step process for getting started with LusioMATE.
How do I Put the Lusio Sensors on?
Check the Lusio Sensors – Placement section and video in the Quick Setup Guide.
How do I calibrate the Lusio Sensors?
The Lusio Sensors need to be calibrated because they work with Bluetooth technology and the calibration enables them to talk to each other and, more importantly, to the LusioMATE gaming platform on your device.
To calibrate your Lusio Sensors just watch the Lusio Sensors - Connection and Calibration section and video in the Quick Setup Guide.
How does ‘MATE Mode’ Work?
Click here to watch the LusioMATE Platform Guide video on the ‘MATE Mode’ feature.
How do I use the Lusio Robot Mirror?
Click here to watch the LusioMATE Platform Guide video on Lusio Robot Mirror.
How do I use the Trophies in the LusioMATE Games?
Click here to watch the LusioMATE Platform Guide video on how Trophies work in the LusioMATE games.
How does 'Play with Lusio Freestyle' work?
If you want to just have some FUN game time with any of the LusioMATE games, without working on a specific Movement Goal, you can Play with Lusio Freestyle. Simply select the option, instead of one of your saved Movement Goals, and get set up as you would for any other session. Make any movement you like for the ‘Position Setting’ and away you go!!
How do I recharge the Lusio Sensors??
Simply use the USB Type C charge cord provided, or any other USB Type C charge cord
Can I…?
Can I use the Lusio Sensors on different Parts of the Body?
Yes, of course. Your LusioMATE pack came with 5 different straps, including 1 x long extension strap which can be used to put a Lusio Sensor around your chest or stomach if you need.
There really is no limit as to where you can place the Lusio Sensors and if you check the Lusio Sensors Placement & Exercise Playlist on the Lusio Rehab YouTube Channel you’ll find lots of ideas as to how to place the Sensors.
Can I Play without an Internet Connection?
Yes. Currently there are 3 x LusioMATE platform games which have been developed for play offline – Lusio Jumpy Rabbit, Lusio SteelMan and Lusio Basketball. For full details as to how access offline mode check the How to Use LusioMATE 'Offline' page.
Can I Play 2 player with LusioMATE?
Yes but only with Lusio Jumpy Rabbit currently. Whilst we encourage you to challenge people in your close network – family friends and clinicians – to highest score comps with LusioMATE games, there is only Lusio Jumpy Rabbit that allows for full 2 Player game play. This is an area that we are working on developing more.
Can I clean my Straps and / or Sensors?
Yes, but please check our detailed explanation on what we recommend for cleaning and / or infection control here.
