1. #11
    ubi--unicorn's Avatar Ubisoft Support Staff
    Join Date
    Mar 2017
    Controller App Troubleshooting
    Below you will find troubleshooting and details on the Controller App.

    What are the requirements for using the Just Dance Controller App?
    App size: ~42 MB
    Requires: Android 4.4 or later
    Available languages: English, French, Italian, German, Spanish, Dutch, Finnish, Swedish, Danish, Norwegian, Portuguese (Brazilian), Russian, Simplified Chinese & Traditional Chinese.

    App Size: ~ 42 MB
    Requires: iOS 9.0 or later.
    Recommended device: iPhone 5C.
    Available languages: English, Chinese, Danish, Dutch, Finnish, French, German, Italian, Norwegian, Portuguese, Russian, Simplified Chinese, Spanish, Swedish, Traditional Chinese

    How does the app work?
    The app works with Wifi. When your phone is connected to the same Wifi as the console, it will be able to establish a connection.

    Why can't my phone connect to my console?
    First, ensure the following:
    • Your phone and console are on the same wifi.
    • Your console is updated.
    • Your phone and app are updated.
    • Your phone's Wifi is on and your phone is not in airplane mode.

    Next, try the following steps:
    1. Launch Just Dance on your PlayStation 4, Xbox One or Nintendo Switch.
    2. Enter the game and select Mobile Device as your scoring method. Your console will start looking for your phone.
    3. Open the Just Dance Controller app on your iOS or Android device. Please carefully read the instructions that appear, or consult the help section of the app on the bottom right corner.
    4. If your smartphone and your console are connected to the same WiFi network, your smartphone should have detected your console and displayed your console’s name on the screen.
      • If your console’s name doesn’t appear, please check your WiFi settings, your phone settings, and your console settings.
      • If your console’s name appears, tap on it and the connection will be established between your phone and your console.

    The app can't find my console
    You should try to connect your phone only after having selected phone as your scoring method on the homepage of Just Dance, not before. This way the console knows it has to scan your WiFi network to find your phone and your phone will be able to see your console. Please also note that phone scoring is only available for PS4, Xbox One and Nintendo Switch for Just Dance 2020

    Why does my phone disconnect while I’m playing?
    Here are some potential causes for this issue:
    • Notification popup
    • Low battery popup
    • Screen turned off
    • Phone turning off due to low battery

    The app detected my console but I cannot select it because it keeps searching the network for a console. How do I select it?
    Please try shutting down the app and reopening it.

    If you need further assistance, please click here!

    Back to the top
    Share this post

  2. #12
    ubi--unicorn's Avatar Ubisoft Support Staff
    Join Date
    Mar 2017
    Kinect/ PS Camera Troubleshooting

    If you are having trouble with your Playstation Camera or Kinect, please try setting up your play area as below:

    Camera placement
    • The camera should be:
    • 6 - 9 feet (2 - 3 meters) away from the play area.
    • 2 ft (60 cm) off the floor.
    • On the edge of the surface it is sitting on.

    Play area
    • Try to limit the number of people and objects behind the player.
    • Ensure that there are no objects between the player and the camera.
    • The play area should be well lit, but bright lights directed towards the camera should be avoided.
    • Ensure there is at least 2 ft (60 cm) space between players.

    Please note that if the player is shorter than 3 ft (1 meter), the camera may struggle to pick up their movement and poses.

    If you are still experiencing an issue, please reach out to Playstation or Xbox support.

    Back to the top
    Share this post

  3. #13
    ubi--unicorn's Avatar Ubisoft Support Staff
    Join Date
    Mar 2017
    Still need assistance?

    If you are still in need of assistance or your issue was not listed here, please feel free to create a forum post! To get the fastest and the best help for your issue, please include as much of the information requested below as possible in your post.

    Please note: If you need account support or support for your purchase, you will need to contact support. Information on contacting support can be found here.

    To start, please include a title that is descriptive of the issue you are experiencing. Ideally, the title should give other posters an idea of the issue before they click on the issue.
    • An example of a good title: Ubisoft Service is currently unavailable error
    • An example of a bad title: HELP ME PLEASE

    In your post, you should be as precise and descriptive as possible. We recommend the following template for the posts:
    1. A short description of the issue. Please include any error codes here.
    2. When the issue started to occur and what you were doing when it first started. Some things to consider would be if the issue started after a cut scene, after an update, during a specific part of the game.
    3. Are you able to recreate the issue? If so, please include recreation steps on how you encounter this issue.
    4. Have you tried any troubleshooting?
    5. Any screenshots or video of the issue, if possible. Please upload these to a hosting site, such as Imgur or YouTube.
    6. If you’ve reached out to Ubisoft Support through our ticketing system, please include your support ticket reference number as well.

    Back to the top
    Share this post

  4. #14
    ubi--unicorn's Avatar Ubisoft Support Staff
    Join Date
    Mar 2017
    Contacting Ubisoft Support

    Information on contacting Ubisoft Support can be found below:

    Social media
    Please note that when reaching out to Ubisoft Support on social media about account issues, we strongly recommend private messaging.

    Ticketing system

    Back to the top
    Share this post