The following resources are here to assist you with your Synaptic software and tablets. If you do not find an answer to your issues here, please contact support at 888-308-0059 extension 2.
Standard Return Policy
If you are not satisfied with a product or products you purchased from Irie-AT, you can return the product(s) within 15 days under the following guidelines:
- Product(s) must be returned within 15 days of the original shipping date.
- The product(s) must be returned to Irie-AT undamaged, in its original packaging and include all accessories.
- Passes Inspection: If the product(s) pass the inspection process, Irie-AT will issue a full refund.
- Fails Inspection: If the product(s) do not pass the inspection process Irie-AT will be in contact to determine an acceptable solution.
NOTE: A Return Maintenance Agreement (RMA) must also accompany the returned product(s). Please contact support@irie-at.com for an RMA form before returning the unit.
**Irie-AT does not accept returns on software purchase or for additional accessories purchased in any condition.
Standard Repair Policy
Irie-AT strives to provide our customers with the best product support and after-purchase care. In the event that your product is defective or you require service, please consult your warranty paperwork to determine the eligibility for service.
What is the repair policy?
If the product failure occurs during the warranty period:
- Parts and labor will be covered, unless the damage falls outside of the standard warranty coverage. If the damage falls outside of the warranty coverage please see details below.
If the product failure occurs outside the warranty period:
- All non-warranty repairs will be charged at standard shop rates.
- An Irie-AT Service Technician will inspect the unit and generate a repair quote to provide an estimate of potential charges before proceeding. Once the user authorizes the charges, the Irie-AT Service Technician will proceed with the repair. Upon completion of the repair an invoice will be created and payment will be required before the unit is returned.
Shipping is not included unless specifically indicated be an authorized Irie-AT representative.
Irie-AT is not responsible for any damage that occurs during inbound transport. Should damage occur, Irie-AT will contact the customer immediately so that a shipping claim can be filed if necessary. If damage occurs during outbound shipping please take pictures of the damage and contact Irie-AT immediately resolve the issue.
HOW OFTEN DO I NEED TO CHARGE MY SMARTPHONE OR TABLET?
The Synapptic voice will let you know when you are low on power. With regular usage, your device will require charging roughly twice a week. The battery will be used up at a faster rate by anything that keeps the screen on for prolonged amounts of time.
DO I NEED TO SWITCH THE POWER OFF REGULARLY ON MY SMARTPHONE OR TABLET?
No. As long as the device is charged regularly there is no problem leaving it on.
WILL I NEED AN INTERNET CONNECTION TO USE SOME FEATURES?
An Internet connection is required to use several Synapptic features, such as digital TV, web browser, emails, where am I, RSS news feeds, Voice Recognition, Scan and Read, etc. We recommend you setup the device to use a wireless Wifi Internet connection whenever possible. This could be your home Wifi connection or a Wifi connection in a store. To setup Wifi, select the Settings option on the Main Menu. Then, on the Settings Menu, select the Wifi option. The Wifi menu has options for turning Wifi on and off and selecting a particular Wifi access point.
WILL I GET CHARGED FROM MY SERVICE PROVIDER FOR USING THE INTERNET?
When not connected to a Wifi Internet connection, smartphones (and certain tablets with a SIM card) may automatically connect to chargeable mobile phone Internet connections to keep themselves updated and synchronise contacts or check for new emails, etc. Please check with your SIM Card provider (AT&T, T-Mobile etc.) about data charges that may be incurred when using a mobile phone’s 4G or other Internet data connection.
WHAT VERSION OF ANDROID DO I NEED?
Synapptic can be purchased pre-installed on one of our smartphones or tablets, or purchased separately to install on an existing device. If you are purchasing Synapptic to run on a device you already own, you should check the device is running a suitable version of Android. Synapptic requires Android version 7.0 or above. (Note: Most modern devices run Android 7 or above). Click here for a full list of requirements.
CAN I USE APPS ON MY SYNAPPTIC PHONE OR TABLET?
Yes, it’s easy to download and use Apps on your Synapptic phone or tablet. Use the App Launcher option in the Synapptic ToolBox menu to launch a particular App. All apps installed on your device will be listed. The Synapptic Reader voice will automatically start and provide voice feedback if needed.
To install a new App, use the Play Store option from the Synapptic ToolBox menu. Search for your App by typing in keywords at the top of the Play Store screen.
DOES MY SMARTPHONE/TABLET NEED ANTI-VIRUS SOFTWARE?
Anti-virus software isn’t necessary for either smartphones or tablets because Android runs every app in its own environment, so any other form of harmful software cannot breach it. Google’s chief security engineer for Android, Adrian Ludwig, spoke out recently stating that anti-virus software on Android was “Absolutely not needed”.
CAN I USE GMAIL WITH SYNAPPTIC?
There are two settings that need to be changed, if using Gmail with Synapptic: Setting 1: Login to Gmail through their website. Click the cog icon in the top right and select the Settings option from the menu that drops down. On the Settings screen which is displayed, select the Forwarding and POP/IMAP option from the top of the screen. Click the Enable IMAP option, then press the Save Changes button at the bottom of the screen. Setting 2: Click the cog icon in the top right of the screen and select the Settings option again. This time select the Accounts and Imports option at the top of the screen, then select Other Google Account Settings, just below it. Select the Less Secure Apps option and select Allow or Enable. (Don’t worry about enabling the less secure option. It still uses the same level of security as when typing credit card information on a website)! If you require help configuring your email settings, please contact us.
DOES SYNAPPTIC NEED TALKBACK?
No! Synapptic version 7 and above includes its own screen reader, called Synapptic Reader, that automatically turns on and off as needed, so TalkBack isn’t needed. Synapptic Reader will read out text on any App or Android screen and includes easy ways of moving about the screen, reading out each paragraph, button, etc. These features allow full access to the device with any level of sight loss.
WHAT DO I DO IF MY DEVICE IS FROZEN OR STUCK ON THE SAMSUNG LOGO SCREEN?
Try manually forcing the device to restart. Press and hold all physical buttons on the phone for 15 seconds. This includes both of the volume buttons, the power button and the bixby and home buttons if present. If this doesn’t cure the problem, please call our technical support line.
HOW DO I FIND THE IMEI NUMBER FOR MY PHONE?
Each phone has a unique IMEI identification number. The number is both printed on the outside of the box that the phone came in, and also located under the battery. A spoken and large print version is also available by selecting the About Phone or About Tablet option from the Phone or Tablet Information menu in Synapptic.
DO I GET A DIFFERENT VERSION OF THE SOFTWARE IF I ORDER A SMARTPHONE INSTEAD OF A TABLET?
No, you get the same software, whether you order a smartphone or a tablet. The only exception to this is if you order one of our Bronze Basic phones. The Bronze Basic phone comes with our Synapptic-Lite software, which has most of the features of the normal version of Synapptic, but some features have been restricted. Please note that all our Smartphones can be used to make phone calls and send text messages, but only SIM Tablets have these features. Please see our product pages for further information.
HOW DO I CHECK FOR THE LATEST SYNAPPTIC UPDATES?
We regularly update Synapptic and add in new features or enhance existing ones. Sometimes reported issues are also resolved in the latest update. To update to the latest version of Synapptic, first select the Settings option from the Main Menu. Then select the Updates option towards the end of the Settings Menu. The Update Helper will display showing green ticks where items are up to date, orange ticks where items are installed but need updating and grey ticks where items are not yet installed. Select any item with a grey or orange tick to update that item. Note: Please ensure your Smartphone or tablet is connected to a Wifi internet connection before updating. Synapptic software comes with a free one year Basic Support Plan, which gives you access to all the latest updates. When this expires, a further Support Plan can be purchased. (One purchase covers all your Synapptic devices). Further information about purchasing Support Plans is available here.
HOW DO I SETUP PRINTING?
With Synapptic you can easily print letters, notes, emails and photos. The easiest setup for printing is to have a Wifi printer connected to your home or work Wifi broadband connection. You then need to install the correct Print Services Plugin app to your phone or tablet, which will allow your phone or tablet to communicate with the printer. Use the PlayStore option in the Toolbox menu to search for and install the plugin. Some common plugins are listed below:
• Samsung Print Service Plugin
• HP Print Service Plugin
• Brother Print Service Plugin
• Canon Print Service
• Epson Print Enabler
When you print for the very first time, the Android print screen will display and Synapptic Reader will automatically start to speak out items on the screen. Pick your printer from the list at the top of the screen – this will then be remembered and won’t need to be picked again. Then press the yellow print button to send the document or photo to the printer.
HOW DO I KNOW WHAT CHANGES ARE IN A PARTICULAR UPDATE?
Please follow this link for the Synapptic version history Alternatively, use the Synapptic help option on your tablet or phone and search for “what’s new”.
HOW DO I UPGRADE TO SYNAPPTIC VERSION 7?
Full details about how to upgrade to Synapptic Version 7 can be found by following this link: All about Synapptic Version 7
WHAT’S NEW IN VERSION 7?
There are more than 20 new features in Version 7. Follow this link for further details: What’s new in Version 7?
WHAT’S NEW IN VERSION 7?
There are 4 important new features in 7.5. Follow this link for further details: What’s new in Version 7.5?
HOW DO I USE THE HELP PAGE FEATURE WITHIN THE PRODUCT?
Each screen within Synapptic has a Help icon in the top right hand corner. Pressing this will take you to a page listing several topics from the user manual that are relevant to what you are trying to do. For example, accessing Help from the Voice Control page will only show you topics relevant to using voice control. When you select a topic, the Synapptic voice will read the text out to you. If you aren’t sure where to go, then the Main Menu has a Help option with topics on how to navigate Synapptic and a Search feature, to help you find topics that include what you are looking for.