SYNC Software Troubleshooting
On a PC with Windows:
I've installed the SYNC application to my Windows computer. When I connect the USB cable to the armband, nothing happens.
The SYNC application normally detects when the armband has been connected and displays a small popup message to notify you that data synchronisation is taking place. If this is not happening then it means there is a USB connectivity problem.
If the USB connection is working properly then:
- The armband will play a de-de-deee sound.
- Windows will play a ba-donk sound.
- SYNC will show a notification message.
Approximately 90% of all USB problems are due to bad cables, hubs or ports so try the following:
- Plug your USB cable into a different USB port on your computer.
- If you have a USB hub, try plugging the cable directly into a USB port on your computer and not the hub (hubs have been known to be problematic).
- Use a different USB cable.
If these steps do not help, then it could be a driver problem. Fire up the Windows Device Manager (typically though Control Panel – System) and under "Ports (COM & LPT)" you should see something like this:
If the armband entry appears with a yellow warning icon next to it then the driver was not installed properly. Right-click on the armband entry and select "Update Driver Software" (the wording might vary slightly depending on your version of Windows).
For PC and Mac users:
I plug in the armband and SYNC shows the notification message but after a few seconds it displays a "Armband Communications Error" message.
The "Armband Communications Error" (as opposed to a "Web Services Error", see below) means that SYNC could not communicate with the armband. A common reason is that the armband battery it too low; you can tell because the "battery" light on the armband will be blinking red. If this is happening, just let the armband charge for at least 30 minutes, then disconnect and reconnect it. The armband should have enough battery power for data synchronisation purposes, but you'll want to charge it for longer before wearing it. When the "battery" light is blinking green then the armband is ready to go.
I plug in the armband and SYNC shows the notification message but after a few seconds it displays a "Web Services Error" message.
The "Web Services Error" means that SYNC cannot communicate with the BodyMedia web servers. Frequently this is due to a network configuration problem – firewalls and proxy servers are frequent culprits. To get more information, click on the SYNC icon in your Windows traybar or Mac UI bar, select Preferences – Advanced – View Log File. Diagnosing network problems is outside the scope of this troubleshooting document but the information presented may provide a clue to the cause of the problem.
I've followed the troubleshooting steps but I'm still having problems. What should I do?
If you are still having problems, please contact Ki Customer Services via our
Customer Care page. The team will need detailed information about what is happening. If you are experiencing USB, armband communication, or web services errors then the first thing they will ask you for is a "diagnostics file". This is a file with information about SYNC, your Armband, your network connection and what errors have been encountered. It will speed up the process if you have this file ready before-hand. To generate one, first connect your Armband to the USB cable then click on the SYNC icon in your Windows traybar or Mac UI bar and select Preferences – Advanced – Generate Diagnostics File. Don’t worry; the diagnostics file does not have any personal information about you.