Troubleshooting and device care
I've tried everything and my Nix won't connect. What do I do?
If you downloaded the Nix Toolkit app onto a work profile on your phone, the app wont be able to connect to your Nix device. Download the Nix Toolkit app on your personal profile instead.
Please follow the troubleshooting forms available here for additional help.
What does the light under my Nix Mini 3 mean?
The LED light on the bottom of your Nix Mini 3 indicates certain activity related to your device. An explanation of the activity can be found here.
What does the blue light in the charging port mean (Mini 2 and Pro 2 models)?
When your Nix Mini 2 or Nix Pro 2 is plugged in, a small blue light will turn on in the charging port. This simply means that your device is connected to power and will remain on until it is unplugged.
How do I use my adapter correctly?
Instructions for using the different adapters can be found here:
How do I clean my device?
Dirty or smudged lenses can cause inaccurate readings. Ensure you are checking your device lens frequently for cleanliness. To clean the lens of your device, use a soft, lint-free cloth. If lens cleaner is required, spray the cleaner onto the cloth. Do not use cleaner to spray your device directly.
Do not clean the reference/diagnostic tile.
How do I connect to CADlink?
You must have the correct software version to be able to successfully connect our device with CADlink. Please contact CADlink directly for information to ensure you are using the correct version.
If you confirmed you have the correct software version, you can connect to CADlink by following the steps found here.
I have a different question, where do I go?
Review the topics below for additional information. For further support please submit a ticket here.
Where can I download the apps?
We have one app that connects to all our devices: the Nix Toolkit app. You can download it for free below. Alternatively if you are looking for the Nix Print Pro desktop software (for printing press quality control), you can purchase a download link here (compatible with Nix Spectro 2 and Nix Spectro L only).
What permissions are needed for the Nix apps?
For iOS, permission for wireless connectivity is needed in order to connect to our devices.
For Android, permission for both location and wireless connectivity are required to connected. Location services must be enabled in order for wireless connectivity to work on Android phones. This is mandated by Google, not Nix.
Is my device compatible with Nix?
Your phone or tablet must meet the minimum specs shown below. If you are unsure, feel free to contact us. We’d love to help!
Compatible devices include:
- iOS (8.0 or newer)
- iPhone (7/Plus, 6s/Plus, 6/Plus, 5s, 5c, 5 & 4s)
- iPad (Pro, Air, Mini, 3rd & 4th gen)
- iPod Touch (5th gen and later)
- Android (4.4 Kit Kat or newer)
My Android device isn't connecting, what's happening?
Some users may experience an issue where their Nix devices cannot be connected to their Android device. This is likely due to location setting being disabled on the phone. Please ensure that location is enabled on your device to fix this issue. If you have granted permissions for location services and are still experiencing issues, please fill out our troubleshooting form to request additional help.
Can I connect my Nix to multiple mobile/tablet devices?
Nix can only connect to one device at a time, whether it’s a smartphone or a tablet. Before connecting to a new device, ensure you have selected “Disconnect from Nix” within the app where you are currently connected.
Shipping and duties
Where do you ship to and how long will it take?
At Nix we offer worldwide shipping with free shipping* to the US, Canada, Japan, Australia, India and Europe** on minimum $50 orders, before tax (customs/duties may apply).
Orders are typically shipped out within 1 business day. Shipping to Canada and the US typically takes 1 week for delivery, shipping internationally typically takes 1-2 weeks. Northern regions of Australia can take up to 25 days to receive shipments. Expedited shipping options are available at checkout.
* Free shipping is not available on any orders that include adapters and accessories.
** Europe includes the UK, Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Poland, Portugal, Romania, Slovakia, Spain, Sweden.
Will I need to pay customs/duties?
International shipments (outside of Canada) may be liable for local customs and duties. These customs and duties are the responsibility of the recipient. Nix Sensor Ltd. cannot determine what local customs and duties might be, please contact your local customs office for further information.
Can I ship to my PO box?
At this time we cannot ship orders to PO Boxes. Please use another valid postal address.
When will my order ship?
Processing takes 1-2 business days before we can ship your order. Once our team has processed your order, you will receive a shipment notice via email.
I didn't receive my order but my tracking number says it was delivered. What happened?
Please submit a ticket and we will help you resolve any issues as soon as possible. Be sure to include your order number.
What paint brands do you offer?
We are constantly updating our paint libraries to include a wider range of brands and collections. View our full list of brands here.
How do I match to a paint library?
Upon opening the app:
- Scroll to and select the ‘Match to paint brands’ feature
- Select your region
- Select the libraries and collections that you want to match to
- Scan your surface to see a list of closest paint matches
Can I request adding a new paint collection?
Absolutely! We are constantly updating and adding to our libraries. Let us know if there is a paint brand or collection you’d like to see added to our growing list. You can submit your request here.
How do I create my own library?
Will the Nix give me Pantone® matches?
A subscription to the Pantone® color library is available in our Nix Toolkit app. After purchasing a subscription, use your Nix device to scan your sample and find the nearest match to the Pantone library. Learn more about subscriptions to our premium databases here.
Calibration and scan data
How do I calibrate my device?
All Nix devices are calibrated in house by our expert team of engineers so you can start scanning right out of the box! We are the only company in the world to use this proprietary calibration method.
Does my device need to be re-calibrated?
Nix Mini and Nix Spectro L devices will hold their calibration for the life of the device. If you feel that your device is not performing properly and needs to be re-calibrated, you can use the diagnostics tile provided with the device and perform white tile normalization (perform diagnostics for Mini 3, perform diagnostics for Spectro L).
As quality control instruments, the Nix Spectro 2 should be re-certified yearly to ensure it’s within spec (or if the app indicates that the device falls outside of the factory settings). You can learn more about re-certification here.
How large is the scan area of my device?
The Nix Mini, Nix Spectro L and Nix Spectro 2 (5mm) have a scan area of 15mm. The Nix Spectro 2 (2mm) has a scan area of 3mm.
Will Nix devices find the finish of my paint?
No, our Nix devices will not be able to find a paint finish at this time. They can can be used to find the closest paint color match or digital color measurement.
What surfaces can my Nix device scan?
Nix devices can be used on a wide range of surface types. Although optimized for flat architectural surfaces, they can be used to scan plastic, leather, vinyl, and more!
We’ve engineered adapters for some device models that make it possible to scan uneven/textured surfaces, liquids, fabrics, and powders. Find out more about our adapters here.
Can I scan for digital color values?
Yes! Pair your Nix device to our free Nix Toolkit app (available to download on the App Store or Google Play) and get easy and accurate digital color values in seconds. Simply scan your sample to retrieve RGB, CIELAB, and more. Bringing physical colors into the digital world has never been easier. Save your swatches for later or share with clients or friends.
Refund and warranty policies
What is the 30-day guarantee?
Nix has a 30-day money-back guarantee on all of our devices. If you find that your Nix doesn’t suit your needs or workflow, you can return it back to our headquarters in Canada for a full refund. To begin the refund process, please fill out the troubleshooting form for your device.
Note: shipping costs are the responsibility of the customer.
What is your warranty policy?
Nix Sensor Ltd warrants your product against defects in materials and workmanship for 1 year from date of purchase when purchased directly from Nix or a Nix authorized reseller. Prior to providing warranty service, Nix Sensor Ltd will require you to provide proof of purchase details, including, but not limited to, a receipt or sales invoice. Warranty shipping costs are the responsibility of the customer. Initial shipping costs are unable to be refunded.
Note: Nix will issue a product exchange for the warranty program, not a refund.
How do I process a return?
To request a warranty claim or return, please fill out the troubleshooting form for your device.