If your GemLightbox disconnects during a capture session, you may notice that the Capture button disappears or the GemIQ app prompts you to enable Bluetooth. This is usually caused by the Bluetooth connection between your GemLightbox and device being interrupted.

Follow these steps to reconnect your GemLightbox:

Check Your Bluetooth Connection#

Make sure Bluetooth is enabled on your computer or laptop.

If Bluetooth is already turned on, switch it off, wait a few seconds, and then turn it back on.

Reinstall the GemIQ App#

Reinstall the GemIQ app completely, then reattempt to connect.

Once the app has restarted, check whether your GemLightbox reconnects automatically. If it does not, reconnect it through the app before continuing.

Restart Your Computer#

Restart your computer and power off your GemLightbox.

Wait approximately 10 seconds, then turn it back on before attempting to reconnect.

Step 4: Reconnect Your GemLightbox#

Open the GemIQ app and reconnect your GemLightbox.

Once the connection has been restored, confirm that:

  • The Capture button is visible.

  • The GemLightbox appears as connected in the app.

  • You are able to capture a test image successfully.

If the Issue Continues#

If your GemLightbox continues to disconnect after reconnecting, or the connection repeatedly drops during use, please contact support@gemiq.com so our team can investigate further.

To help us diagnose the issue as quickly as possible, please include:

  • Your order number (if available)

  • Your GemLightbox model

  • The device you're using (Windows, Mac, iPad, Android, etc.)

  • A brief description of when the disconnection occurs (for example, during capture or after several minutes of use)

  • A screenshot or screen recording of the issue, if possible

Providing this information will help our support team identify the cause and recommend the appropriate solution.