If you are having problems with your Sports Tracker Heart Rate Monitor and Sports Tracker app on Apple devices, read through this troubleshooting document.
Before starting, make sure you know which version of iPhone you have , and which version of Sports Tracker Heart Rate Monitor you have at hand
1. ISSUES ON SETUP
To first eliminate simple skin contact problems, check that:
you have moistened the contact pads on the strap well
the strap is tight but still comfortable
the strap is positioned just below the chest line (on men) or just below the breasts (women).
heart rate module is attached correctly so that the Sports Tracker logo is facing outside in upright position
Problem: I do not see my Sports Tracker Heart Rate Monitor SMART in the Bluetooth devices.
That's normal. Bluetooth SMART is a new standard designed to consume very little energy, so BT SMART devices are not visible for pairing like standard Bluetooth devices are. Instead, go to Sports Tracker app, Settings > Heart Rate, and select first item in the list which says "Pair" and follow instructions.
Problem: I try to setup Heart Rate Monitor SMART, but it is not found at all. I have selected "Pair", and pressed "Connect", and answered "HRM SMART" to the query about the model.
There are multiple reasons that could cause this. Check first the Generic contact problems above. Then please go through this checklist carefully.
Check that you have iPhone 4S or iPhone 5, 5C, 5S. Or Android OS 4.3 or newer with Bluetooth 4.0 support)
Check that you have Bluetooth on. You should see small gray "B"-icon in the upper right corner, right next to iPhone's battery icon. If not visible, go to iPhone's Settings, select Bluetooth, switch it on and return to Sports Tracker to continue setup.
Other apps may be causing problems. Restart the iPhone by holding the power button for three seconds and selecting Power off. Also detach the Heart Rate Monitor from the strap for 30 seconds before wearing it again.
Check that the Heart Rate Monitor is not already switched off. If you wait for a long time (over 30 seconds or so) before pressing "Connect", the monitor module closes itself automatically. To start it again, take it off, wait for 30 seconds, and wear it again.
Unfortunately we've heard that some batteries that came along the new Heart Rate Monitor have been completely empty. Please try replacing the battery.
NOTE: Whenever battery of HRM Smart is changed, the old battery must first be put back in place UPSIDE DOWN and pressed for three seconds. After this extra step the new battery can be put in place normally. This extra step is needed to make sure that the electronics is fully reset.
These are rare reasons:
If this Heart Rate Monitor has already been used on other phones, please check that it is not still connecting to it's old paired phone.
The Heart Rate Monitor is simply physically broken. Please contact our support.
2. ISSUES WHILE TRACKING
Problem: There are always big changes or peaks in the heart rate:
This means that the contact to your skin is not good or the position is wrong. Make sure you have moistened the strap's contact pads properly with water and you are wearing it tight. In dry conditions we recommend also to use a moisturizer on your skin to make sure the belt doesn't get dry during workout. Some individuals have such skin, that they need to always use contact gel on the contact pads. It is sold in the pharmacies.
Positioning the strap on correct height is extremely important. If the strap is not just below the chest line (on men) or below the breasts (on women), it may not measure heart rate correctly.
Problem: At some point of workout, the heart rate seems to get erratic and stay that way.
This is a typical problem on long workouts where upper body and arms are used a lot: strap simply slips slightly downwards from the optimal position. Check that strap is tight enough, and simply re-position the strap if you feel that it's not anymore in the optimal position.
Try to change the battery to a new one, as a fading or faulty battery might show erratic results.
Problem: Heart Rate Monitor is not found, connection is lost or heart rate is replaced with "--"
For some reason, the iPhone is having difficulties with keeping up the Bluetooth connection. Restart the Bluetooth manager by going to phone's settings and switching the Bluetooth off and back on after few seconds.
If resetting Bluetooth doesn't help, restart the iPhone by holding the power button for three seconds and selecting Power off. Also detach the Heart Rate Monitor from the strap for 30 seconds before wearing it again.