General Troubleshooting

If you’re experiencing an issue with your smart bed or app, the steps below are a good starting point. For issues related to specific features, refer to our dedicated troubleshooting articles on the STS-60 support homepage. 

Power-Cycle the Processor
To power-cycle the smart bed's processor, simply unplug the processor's USB cable (or unplug the entire bed) wait a few seconds, and plug it back in. It will take about a minute for the processor to finish rebooting. 
Re-Verify your Smart Bed's Configuration
In the Tempur® Sleeptracker-AI® app, select Menu > My Smart Bed > Setup > Verify Configuration > Next. If successful, you will see a message that says "Your smart bed is verified and ready for use." You can press OK and proceed to the Home screen.
  • If the verification fails, you will see an error message, and it can be due to a number of reasons. View the setup guides in the app and check that everything is firmly and properly plugged in. You can also check your setup using this tutorial. After checking your base's connections, try re-verifying your base once again.

  • NOTE: verification requires access to the Internet, so ensure your mobile device can access the Internet. Additionally, the smart bed's processor must be online, with a solid green status light.
Check the Sensors and Setup
View the information in the Sensor Check Tutorial and use the Check Setup tool. 
Force Quit and Reopen the App
Android devices (steps may vary slightly by device or version):
  1. Open the App Switcher / Recent Apps screen
    • On most devices, swipe up from the bottom and hold, or tap the square or recent apps button.
  2. Find the Sleeptracker-AI® app by swiping left or right.
  3. Swipe the Sleeptracker-AI® app off the screen (usually up or to the side) to force-quit it.
  4. Return to your Home screen or App Drawer and tap the app icon to reopen it.

iOS devices (iPhone & iPad):

For iOS devices without a Home button (Face ID)
  1. Swipe up from the bottom of the screen and pause in the middle.
  2. Swipe left or right to find the Sleeptracker-AI® app.
  3. Swipe up on the app's preview to force-quit it.
  4. Reopen the app from the Home screen.
For iOS devices with a Home button
  1. Double-click the Home button to open the app switcher.
  2. Swipe left or right to find the Sleeptracker-AI® app.
  3. Swipe up on the app's preview to force-quit it.
  4. Reopen the app from the Home screen.
Log Out and Log In
If you're experiencing any difficulties with the app, it may help to log out and then log in again. To do this, go to Menu > My Profile > Account > Log Out. Then, select Log In and enter your email address and password. 
Use the Correct App

It’s important to use the correct version of the Sleeptracker-AI® app, as multiple different apps exist with similar names. Using the wrong app could prevent proper connection or functionality. 

For residents of mainland China (PRC):

Use this app designed specifically for use within China.

 

For all users outside of mainland China:

Raise up the head of your adjustable base, and look under the base to find the Sleeptracker-AI® processor. The processor a small rectangular device, about the size of a deck of cards, labeled with “Sleeptracker-AI.”

Identify the processor's color:

  • White processor (model STS-40) → Use this app.
  • Black processor (model STS-60 or STS-60A) → Use this app. 
Uninstall and Reinstall the App

Android devices:


You can reinstall the Tempur® Sleeptracker-AI® app directly on the Play Store – tap here on your mobile device to be taken to the app's Play Store page.

  • Alternatively, launch the Play Store on your mobile device and search for “Tempur Sleeptracker-AI"

Afterward, select Uninstall > wait for the app to uninstall > Install.


iOS devices (iPhone & iPad):


Uninstall

  • Press and hold the Tempur® Sleeptracker-AI® app icon.
  • Select Remove App.
  • Tap Delete App > Delete.

Note: if you hold down the Tempur® Sleeptracker-AI® app icon while the app is in your App Library or you search for the app on your device, then select Delete App > Delete, to uninstall the app.

Reinstall

  • Tap here on your device to be taken directly to the App Store page for the Tempur® Sleeptracker-AI® app (if prompted to choose a web browser, select Safari).
    • Alternatively, open the App Store on your mobile device and search for “Tempur Sleeptracker-AI”
  • Tap the Download button to complete the reinstalation steps.
Reset the Control Box
If your Sleeptracker-AI® system came pre-installed on a Tempur® Smart Base, try resetting the Control Box. If you have customized any preset position buttons on the remote, this will erase those customizations. To reset the Control Box, press and hold the Flat and Zero-G buttons simultaneously for 5 seconds. The remote backlight will flash twice to indicate the Control Box has been reset. 
Factory Reset the Processor
As a last resort, select here for instructions on how to factory reset your smart bed's processor and then set it up again. 
Note: if you have a Split Base (two bases side-by-side), you'll want to factory reset both processors and set them up together. 

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