Troubleshoot Live app - measurements are not syncing to Cloud

If, for some reason, the measurements are not syncing from the Live app to the Sports Cloud try these troubleshooting steps:

Step 1: Are all the measurements saved already

Check that the measurements are already downloaded from the Sensors and saved to the Live app. If they are just downloaded, tap the Save button on the respective row, or the Save all button from the bottom of the view if you are saving measurement data from a number of Sensors.

Step 2: Tap the Sync button

Tap the Sync button in the left margin. Does the color of the button change to yellow or red? And what does the error note say?

If the color is yellow: Most of the measurements were synced successfully but some were not due to an error. Try tapping the sync button again. If there are no changes, please contact Firstbeat Support via email (support@firstbeat.com) for further instructions. Remember to include the possible error note in your message to Firstbeat Support.

If the color is red: None of the measurements were synced to the Cloud. Proceed to the next step.

Step 3: If the sync icon is red

If the sync button is red you should check your internet connection:

• Launch the Safari browser and open the Sports Cloud login site: www.firstbeatsports.com.
• If you can access the site normally and log in, the connection to the server is working. Proceed to next step.

Step 4: If the Internet is working and still not syncing

If the network connection is working normally and the sync button is still red Firstbeat needs to check your local Sports Live logs and database files. In this case, please contact Firstbeat support by sending an email to support@firstbeat.com. Support will then guide you further.

Remember to include as much details in your message to Support as possible so that they can start investigating the issue. Also add any possible screenshots you've taken as pictures can be a great help when solving the issue.

Steps 5: Measurements are synced but still not showing in the Cloud

If the Live app is showing that everything has already been synced, and the Sync icon is blue, but you still don't see all the results in the Sports Cloud, the reason might be that the actual data contained too many errors and a reliable analysis could not be done. Sports Cloud rejects these measurements automatically so that they don't falsify the athlete's or team's total and average values. 

Try replacing the Sports Sensor's textile strap. Also pay extra attention to how the Sensor is worn during training. You can see detailed instructions for how the Sensor should be worn here. 

Also check that the Sensor's elastic strap has been rinsed after each use with fresh water and washed regularly in a washing machine after every 7 uses. This prevents the sweat and dirt from building up on the strap's electrodes and improves the strap's ability to measure reliably.