Support
Dongle Recovery
If your dongle has stopped responding, you can usually reinstall its software yourself in about a minute — no tools, no return shipping. Works on Mac, Windows and Linux, in any browser.
Is this the right page for you?
Recovery helps when the dongle still powers up but is not behaving. Use it if:
- The app connects but jogging does nothing
- The dongle behaves oddly after a settings change
- A new drive appeared on your computer instead of the dongle working normally
- The red light fades slowly in and out instead of blinking
- We asked you to reinstall the software
A quick word on the lights: watch the red one — that is the status light. Double-blink then a pause means no computer has detected the dongle; fast blink means ready to pair; slow blink means connected; solid means armed. The blue light is a battery-charge indicator wired to the charging circuit, not the processor. It blinks constantly whenever the dongle has power, tells you nothing, and cannot be switched off — so please ignore it.
Before you go any further — check the app's Bluetooth permission. Having Bluetooth switched on is not the same as AxisForge being allowed to use it, and the app only ever asks once. On iPhone, either route works: Settings → Apps → AxisForge → Bluetooth, or Settings → Privacy & Security → Bluetooth and find AxisForge in the list — the toggle must be green. On Android: Settings → Apps → AxisForge → Permissions → allow Nearby devices. This is the single most common reason a dongle "won't connect", and it costs nothing to rule out.
Nothing at all happening? If your computer does not detect the dongle whatsoever — it never appears anywhere, on more than one computer — that is not a software problem and this page will not help. Email us instead and we will sort you out.
How it works
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Get an access code
Email us and we will send you a code. Codes are single-use and time-limited, which is simply how we make sure the right software goes to the right customer.
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Plug the dongle into your computer
Straight into a USB port on the computer — not a charger, and not a hub if you can avoid it. A dongle whose software needs reinstalling normally puts itself into update mode on its own, and shows up as a small removable drive.
You will see the red light fade slowly in and out when it is in update mode. That is the signal to carry on.
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Drag one file onto the drive
Open the recovery tool, enter your code, and download the file. Drag it onto the drive that appeared — in Finder on a Mac, or under This PC on Windows. The dongle restarts by itself the moment the copy finishes. That is it. Reconnect in the app as usual.
No drive appears? Then the dongle is not in update mode and there is nothing to copy the file onto. Do not keep unplugging it — email us and we will look after it.
Start recovery
Already have an access code? Open the recovery tool. If not, email us and we will send one over — usually the same day.
Still stuck?
Email info@thebossfactory.ca with your order number and a line about what the dongle is doing. If it turns out to be faulty, we replace it — you will not be left with a dongle that does not work.