Athlete app troubleshooting: Mobile device does not find the Firstbeat Sports Sensor

If the Firstbeat Sports: Athlete app cannot locate and therefore connect the Firstbeat Sports Sensor to your profile, please check the following:

Check condition of the Sensor

If the battery is in good condition, there are no visible damages on the device and the LEDs are flashing, the Sensor is most probably working as expected.

1. Press the Sensor pins and observe if the Sensor LED starts flashing. IF the LED is flashing, the Sensor is powered on.

2. Open the battery case and remove the battery for 10 seconds to reset the Sensor. When the back cover is open inspect the Sensor for any damage or water leaks. Put back the battery and place the cover and test the connection.

Check when the last time the Sensor's battery was changed and replace the battery if needed. (See: Firstbeat Sports Sensor and strap maintenance & battery replacement for more information).

Check that the Sensor is not paired with any device

The Sensor being paired (connected) to a device is the most common reason for Sports Sensor not being visible in other devices or in the Firstbeat Sports: Athlete app. 

Go to the device's Bluetooth settings and observe if the device is listed. Check the Sensor serial number from the back of the device to match the right Sensor.

1. If you see the sensor on the list, do not pair/connect with the Sensor, i.e. that if you do see the Sensor in your Bluetooth device list, it is not paired with any device and hence, should be visible in the app.

2. If the device is paired, remove the connection. 

*Check with all devices in range that have Bluetooth connectivity. Devices include mobile phones, tablets and watches.

If unsure, turn the Bluetooth connectvitiy off from all devices within the range of the Sensor.

Restart your mobile device in case there are problems with the device's Bluetooth functionality.

As a last resort, move at least 200m away from any device, restart the Sensor (take battery out for ca. 10sec) and check again if you can see the Sensor in the mobile device Bluetooth menu or in the Athlete app. This way any unknown devices possibly "stealing" the Bluetooth connection are out of range.

Info for Android user: Is the phone's location set on?

With the Android operating system, in addition to the Bluetooth connection being turned on, the mobile phone's location needs to be turned on when pairing the Firstbeat Sensor with the Athlete app. Please check your phone's manual how to turn the setting on.

Note that in addition to turning on the location, you need to allow the Firstbeat Sports: Athlete app to use the location.

Here is an example picture of what the menu in an Android mobile phone might look like:

If none of the above helps and your device still cannot find the Sensor it might be malfunctioning. Check the following for how to proceed: The service process for Sports equipment.

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