My session won't sync onto the app

If your session won't sync onto the app, then first make sure:

  1. Both sensors are ON.  
  2. Both sensors are inside the Playermaker case.
  3. Your sensors are paired to the app. 
    • NOTE: Do not unpair your sensors from the app for syncing-related issues, as this is not a relevant troubleshooting step for resolving such issues!
  4. Your phone's Bluetooth is ON.
  5. Your phone and sensors are in close proximity to one another.
  6. You have a stable internet connection.
  7. You carefully checked your 'Activities' screen for an 'Undefined activity'.
    • If you have an 'Undefined activity', then tap on it and define your activity.
    • If you do not have an 'Undefined activity', then proceed to the troubleshooting steps below. 

If your sensors are flashing white / your recently performed session isn't syncing onto the app, then please follow these troubleshooting steps: 

  1. Shut down the Playermaker app.
  2. Turn your phone’s Bluetooth OFF.
  3. Perform a hard reset to both sensors.
  4. Restart your phone.
  5. Turn your phone's Bluetooth ON.
  6. Open the Playermaker app.
  7. Observe and see if your session appears on the app. This can take up to 120 seconds.
  8. Repeat steps 1 - 7 up to 3 times, or until your session syncs onto the app.
  9. If steps 1 - 7 didn't work, then try deleting the app and redownloading it.
  10. If none of the above steps resolved the syncing issue, then please contact Playermaker support via our 'Submit a Request form' and include the following details:
    1. The type of mobile device you're using (iPhone or Android) and its device model.
    2. The type of troubleshooting steps you've attempted.
    3. Your left and right serial numbers.
    4. The email address that your Playermaker account is registered with.

 

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Comments

1 comment

  • How to hard reset the sensors?

    This article "https://playermakersupport.zendesk.com/hc/en-us/articles/4726171122065-My-session-won-t-sync-onto-the-app-" makes a reference to article about hard resetting the sensors - i.e. a troubleshooting step to fix issue with sensors not syncing with the app.  The "hard reset" link however seems to link to a page that is no longer available.

    Would you help confirm how to hard reset the sensors? And better still, provide troubleshooting steps so we can sync the sensors to the app. Thanks in advance for your assistance, look forward to your valuable feedback.

    2

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