Chase! may be in low power mode, or something may be overtaxing the drive. Click here for more info.

When the device is plugged in but remains idle it will go to a low power mode after about 20 minutes. When this happens you can either unplug it for a minute or so, or simply press and hold the button until the light turns back on and begins to blink (should only take a few seconds).&#xA0;<img src="https://attachments.gorgias.help/q8q0/hc/4gj/6a3811f8-e24f-4df9-b397-79312e986e4a-97bb4cfe-1e5a-4075-8052-deb89d6e0089.png" style="width: 300px;" class="fr-fic fr-dib">We attempted to create conditions that would overtax the motor in order to get it to act up to determine what causes specific problems. Watch the video to try to identify and fix what you&apos;re experiencing.&#xA0; <iframe width="100%" src="https://www.youtube.com/embed/AeyIWYgMoyo?&amp;wmode=opaque&amp;rel=0" frameborder="0" allowfullscreen class="fr-draggable"></iframe>If the above efforts do not work, please email <a href="mailto:support@swiftpaws.com">support@swiftpaws.com</a> and describe the problem and what you have already tried to resolve it. Pictures and videos are always welcome to help us determine what is going on.&#xA0;Please also include a screenshot of your DEVICE INFORMATION&#xA0;(<a href="https://support.swiftpaws.com/en-US/chase-device-information-404038">click here for &quot;how to&quot;</a>)

Troubleshooting Guide Video

Chase! hesitating, starting and stopping, jittering, basically trying to work but won't? Something is overtaxing the motor. It could be a tension issue; course size issue; or something impeding the line. Click for more help.

If your machine is acting up - hesitating, starting and stopping, jittering, basically trying to work but won&apos;t. This is due to overtaxing the motor. You may need to reduce the course size; lower the line tension; elevate the pulleys - or any combination of these. Please note: the maximum size course is 100 feet. That&apos;s a square of 25 feet per side.&#xA0; <img src="https://attachments.gorgias.help/q8q0/hc/4gj/d99b2a21-7a8c-4dd1-a85c-a1c219a95282-9f4ee8b5-6518-4f2a-a60d-4d4c94bfda27.png" style="box-sizing: inherit; border-style: none; max-width: 100%; color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; width: 83px;" class="fr-fic fr-dib">Watch the video below to identify the issue.<iframe width="100%" src="https://www.youtube.com/embed/AeyIWYgMoyo??si=rgemE6ZEcB7a4uD9&amp;t=59&amp;wmode=opaque&amp;rel=0" frameborder="0" allowfullscreen class="fr-draggable"></iframe>TIP: Set up the course without your pup to avoid anxiety and frustration for you and your pup!<span id="isPasted" style="color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Please note - if it&apos;s an issue of overtaxing the drive - it may work at first and then after running for a bit, the drive will begin to jerk and jitter, or just refuse to work. when this happens, it requires an extended &quot;power off&quot; time to start working smoothly again.&#xA0;<span style="color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">Start with the just the drive (no line attached) and get the drive going first - then set up a small course on flat ground, freshly mown, with the lightest tension possible, and if necessary, raise the pulleys up off the ground a few inches, especially if it&apos;s dragging at any high points. Once you get a small course working, gradually tie on more line to make it bigger until it starts acting up - then go back to the last size that worked well. This will be roughly the maximum course for you &#x1F44D;

Chase! Overtaxing the Motor

If the "App Update Notice" pops up (or similar one for the iPhone) Click "Okay" and then go to the appropriate app store and update the SwiftPaws app on your phone👍.

If the &quot;App Update Notice&quot; pops up (or similar one for the iPhone) Click &quot;Okay&quot; and then go to the appropriate app store and update the SwiftPaws app on your phone&#x1F44D; <img src="https://attachments.gorgias.help/q8q0/hc/4gj/826d9207-3ab3-455e-9535-cc6c9c4a9361-46ccd60c-538e-4cbc-b48d-86b3c5d84ba8.png" style="width: 300px;" class="fr-fic fr-dib">

App Update Notice

If you cannot see your device in the app - make sure Chase! is plugged in and the blue light is on. Click here for more info.

The app cannot see your Chase! device if it is already paired to another phone, or if the unit is off.<img src="https://attachments.gorgias.help/q8q0/hc/4gj/6d669f69-afd0-47c0-ba82-1de6cc21a202-b8005544-3997-4f1b-bfcd-91613039f31e.png" style="width: 255px;" class="fr-fic fr-dib">Make sure the unit is plugged in and the blue light comes on and begins to flash. <span id="isPasted" style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">If it&apos;s already paired to another phone, close the app on the paired phone before proceeding. <img src="https://attachments.gorgias.help/q8q0/hc/4gj/bb45ac58-cee2-484c-b3b5-98203aff22b0-0e0439c0-bb0e-4923-9ac8-daf61326fd09.png" style="width: 300px;" class="fr-fic fr-dib"> If the drive is plugged in but you do not see the blue light on the underside of the device, it has gone into &quot;low power mode.&quot; <span id="isPasted" style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">To wake it back up press and hold the button until the light turns back on (should only take a few seconds). Alternatively, you can unplug the device for a minute or so and plug it back in.&#xA0;Once the device is on you should see the device in your app (center image below)<img src="https://attachments.gorgias.help/q8q0/hc/4gj/e7d8cf0a-8921-4ff9-9568-c843c28d1c07-2519d917-e7ec-48bb-b4cb-fd693eb8ec7f.png" style="width: 515px;" class="fr-fic fr-dib" alt="Click add new device - select - name">1) CIick add new device &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; 2) select &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; 3) name If the above does not help email <a href="mailto:support@swiftpaws.com">support@swiftpaws.com</a> and describe your problem and what you have already done to troubleshoot it. Let us know if you&apos;re using an iPhone or Android and share the DEVICE INFORMATION with us - see how below:<img src="https://attachments.gorgias.help/q8q0/hc/4gj/b99968ae-6962-4145-8a70-c25cb729266e-2bb1b7c3-1f1c-4d79-8e44-3bec50c05f60.png" style="width: 300px;" class="fr-fic fr-dib">Click the three lines in the top right corner of the app, select Device Information, and snap a screenshot of the DEVICE INFORMATION screen.

Cannot add device in app?

If your app cannot find the drive unit it may be &quot;asleep&quot; or already be paired to another phone (or remote).ASLEEP: If the blue light on the bottom of the unit is NOT flashing but the unit is plugged in - press the pairing button (see below) - the blue light will come on and begin to blink once per second &amp; when it pairs to the app or remote &#xA0;controller, it will blink once every three seconds.&#xA0; <img src="https://attachments.gorgias.help/q8q0/hc/4gj/bb45ac58-cee2-484c-b3b5-98203aff22b0-0e0439c0-bb0e-4923-9ac8-daf61326fd09.png" style="width: 300px;" class="fr-fic fr-dib"> <span id="isPasted" style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">ALREADY PAIRED: If another phone (or remote) is already paired to the device, simply close the app entirely or turn off bluetooth on that phone. Or turn off the remote.Then, with the app open on the phone you want to use, you should see the device in your app as shown in the center image below<img src="https://attachments.gorgias.help/q8q0/hc/4gj/a6c015de-f319-4a54-9fb6-48e4f2cb1419-0c47da49-e3c4-4fef-91e5-efd2c659d7a5.png" style="width: 634px;" class="fr-fic fr-dib">1) Click add new device &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; &#xA0;2) Click the pink button &#xA0; &#xA0; &#xA0; &#xA0; &#xA0; 3) Name the device &#xA0; &#xA0; &#xA0; &#xA0;<img src="https://attachments.gorgias.help/q8q0/hc/4gj/1a5328cd-a839-4b2d-bf1c-61c12298579b-66d58ca3-c7cd-4e62-aa25-fd0d6c71c5ff.png" style="width: 300px;" class="fr-fic fr-dib">&#xA0;When the dot turns green you&apos;re ready to go!&#xA0;Select the Speed Mode by clicking the arrow for the drop down window.

Cannot pair to drive

Note: the early Android issue we had when the app was first released has been resolved. Click here for instructions on reaching out for help updating the drive.

If you are experiencing update errors - be sure you have the most recent app installed on your phone.&#xA0;When you reach out to <a href="mailto:support@swiftpaws.com">support@swiftpaws.com</a> send screenshots of the error(s) and let us know if you&apos;re using an iPhone or Android. Also share your device information screen (example of how to get to that page below). This info &#xA0;will help us determine how to best help you.&#xA0;<img src="https://attachments.gorgias.help/q8q0/hc/4gj/c8d21228-c2cb-4306-85b0-d66699c4bff8-42f343d5-8478-4c5a-a1c1-0a142ec3ca09.png" style="width: 300px;" class="fr-fic fr-dib">Click the three lines in the top right corner of the app, select Device Information, and snap a screenshot of the DEVICE INFORMATION screen.Note: the early Android issue has been resolved. If you are still having trouble updating the drive be sure your phone app is up to date. Go to the app store and make sure you have the current app update installed on your phone &#x1F44D;

Updating Drive Error?

If the device is plugged in but left idle for a while it will go into low power mode.  Wake it back up by pressing the button until the blue light comes back and flashes or unplug it for a bit and try again.

No Blue Light  Will Not Power On

If you're getting the overheat warning it might be an indication that you are overtaxing the drive in some way. To reduce drag on the motor try: shorten the course; lighten the tension; elevate the pulleys. Click here for more info.

If you&apos;re getting the overheat warning it might be an indication that you are overtaxing the drive in some way, for example your course may be too large (100 foot max) for the conditions of your playing field: the ground is uneven or has an incline; grass or debris impeding the line; tension is too tight, etc.&#xA0; Don&apos;t worry if you see this message. You can continue to play (it will cool as it runs) and if the maximum temperature is reached to allow itself time to cool down.&#xA0;<iframe width="100%" src="https://www.youtube.com/embed/Oq5zA-7GitA?&amp;wmode=opaque&amp;rel=0" frameborder="0" allowfullscreen class="fr-draggable"></iframe>

Chase! Overheat warning

This can be due to having the tension too tight. If debris is allowed to build up on the pulley wheel, It will also contribute to damaging the pink band.  So be sure to check for any dirt/debris after each session and remove it. If it won't wipe off

This can be due to having the tension too tight. If debris is allowed to build up on the pulley wheel, It will also contribute to damaging the pink band. &#xA0; <img src="https://attachments.gorgias.help/q8q0/hc/4gj/00903a75-6df0-4f9d-b829-1bd47ac09b1d-e7ab5a47-e57c-40ab-bbde-88c7247c8b3d.png" style="width: 300px;" class="fr-fic fr-dib"><span id="isPasted" style="color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">So be sure to check for any dirt/debris after each session and remove it. If it won&apos;t wipe off easily, use a plastic scraper to remove the build-up before it causes damage to the pink band.&#xA0; <span style="color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">The pink band&#xA0;should look like this: <span style="color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;"><img src="https://attachments.gorgias.help/q8q0/hc/4gj/e31004e7-3ac1-47b5-8d40-86ebe66f07de-de53fc6f-4371-45f9-a5a4-567cbe7034bb.png" style="width: 300px;" class="fr-fic fr-dib">

Chase! Pink Band Damaged

MAKE SURE THE BLUE LIGHT COMES ON  - ON THE BOTTOM OF THE DEVICE.

<img src="https://attachments.gorgias.help/q8q0/hc/4gj/if%20you%20see%20this-857a8510-c4de-4bcd-a77c-f99fc81d3272.jpg" style="width: 352px;" class="fr-fic fr-dib">MAKE SURE THE BLUE LIGHT COMES ON&#xA0; - ON THE BOTTOM OF THE DEVICE<img src="https://attachments.gorgias.help/q8q0/hc/4gj/check%20for%20blue%20light-d780e1aa-fbaa-4022-9c4a-9df7662e6333.jpg" style="width: 693px;" class="fr-fic fr-dib">

App Cannot See Device?

Click the three lines at the top/right of the SwiftPaws app. Then select "Device Information". Take a screenshot of the device information to email to support and describe the problem you're having. When you reach out, also provide your order number

<div data-block="true" data-editor="dkri7" data-offset-key="dehuu-0-0" id="isPasted" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; color: rgb(34, 34, 34); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><div data-offset-key="dehuu-0-0" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; position: relative; white-space: pre-wrap; direction: ltr; text-align: left;">If you are getting an error upon attempting to update your Chase device, please email <a href="mailto:support@swiftpaws.com">support@swiftpaws.com</a> and send a&#xA0;screenshot of your device information.</div> Click the three lines at the top/right of the SwiftPaws app. Then select &quot;Device Information&quot;<img src="https://attachments.gorgias.help/q8q0/hc/4gj/809550a3-4302-4f8c-bf73-c62c80199dc8-c63cf78a-5378-4dd3-aec4-53959ae976fb.png" style="width: 231px;" class="fr-fic fr-dii">Take a screenshot of the device information to email to support and&#xA0;describe the problem you&apos;re having.&#xA0;When you reach out,&#xA0;also provide your order number and your shipping address. </div>

Stuck entering update mode?

Start with everything unplugged and turned off for at least 2-3 minutes.Plug the device inOpen the app Click "continue"Click "let's PlayWait for the green icon that shows the device is turned on and ready to go! (second image below) and select the de

Help Connecting Chase to app

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