Firstbeat Sports app troubleshooting: Measurements are not syncing to Firstbeat Sports Cloud

Try these troubleshooting steps if the downloaded measurements from the Sports sensor are not syncing from the Firstbeat Sports: Coach or Firstbeat Sports: Athlete app to the Firstbeat Sports Cloud.

Step 1: Check the Loaded Measurements view

Open the Loaded Measurements view for a specific Firstbeat Sports Sensor. Check each individual Sensor where you suspect data is missing.

• See if the measurements are uploaded to the Sports Cloud (far right column). Sync time and date are available if data was synced correctly (Coach app only). Athlete app: Check the server sync status message.
• See if there are any discarded measurements by pressing the slider button at the bottom of the screen (slider is available in the Coach app only). Discarded measurements are not uploaded to Sports Cloud. If the app is showing that everything has already been synced, 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.  

Loaded measurements view in the Coach app

Loaded measurements view in the Athlete app

Step 2: Press the Sync button (Coach app only)

Press the Sync button in the left margin to manually trigger the sync process.

Step 3: Contact support if internet connection but problems persist

If the network connection is working normally but data syncing still fails, Firstbeat needs to check your app log files 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 many details in your message to Support as possible so that they can start investigating the issue. Also, add any possible screenshots you have taken as pictures can be a great help when solving the issue.

If you need any further assistance with this, you can contact Firstbeat Support.