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Android Pairing and Syncing

 Quick Checks

  • Is your Basis band charged? At very low battery levels (less than one bar), Bluetooth communication often fails before the watch can complete a sync. Recharge your watch to fix this problem.
  • Is your Basis band plugged into the USB cradle? The band can’t communicate simultaneously with both Bluetooth and with the USB connector.
  • Is your Basis band on the latest version of firmware? To upgrade your firmware, plug your band into your computer via the USB cable.
  • Are you running the latest version of the Basis app? You can visit the Google Play Store for the latest version.
  • Are you using a supported phone with a supported operating system? You can see a list of supported phones here.
  • Is Bluetooth enabled on both your phone and your Basis band? For instructions on how to do this, you can go to our setup page.
  • Is your phone on ‘Power Saving’ mode? Some phones run ‘power miser’ apps that automatically turn off Bluetooth and WiFi to save power. While these apps do save power, they also block the Basis band from connecting and uploading data.
  • Is the Basis app running on your phone? Click on the app to make sure that it’s running.
  • Are you logged into the Basis app? Syncing will be blocked if you are logged out of your account.
  • Is your Basis band paired with your phone? To check this, go to the Basis app -> Navigation Drawer -> Device -> Bluetooth Status. It should say ‘Paired’

Pairing

While the phone is in 'pairing mode', if you keep seeing the 'Cannot find Basis band' popup, here are some things to check:

  • Make sure your device is in 'pairing mode'.
    • Press and release the large physical button on the side of the device to access the menu.
    • You should see either 'Enable Bluetooth' or 'Connect Device' on the screen.
    • Press and release the button again to put in 'pairing mode'.
  • Are you timing out? The Basis band only stays in pairing mode for 30 seconds, and then shows a “Pairing Timeout” message. A common problem is that the phone finds the band, but then the band exits 'pairing mode' before the phone can connect to it. The best way to solve this:
    • On the phone, wait until you see the “Cannot find Basis band” popup
    • Leave the popup dialog open
    • Put the Basis band into 'pairing mode'
    • Immediately go back to the phone and click the “Ok” button in the “Cannot find Basis band” popup. This ensures that the Basis band stays in 'pairing mode' long enough for the phone to find and connect to it.
  • Are you too far away? The phone and Basis band should be able to find each other at a distance of 20ft or less.

If you run into a problem that cannot be solved through our troubleshooting page, the most efficient way to contact support with mobile issues is through the Basis app itself. 

  • Go to the 'Settings' page (tap the Navigation Drawer icon in the upper left of the Basis for Android screen) 
  • Select 'Email Log Files'

Syncing

You can tell if your Basis band is correctly syncing with your phone by going to your homepage and looking at the 'Last Sync' time located underneath your name.

If the time is relatively recent (assuming you haven't chosen your automatic sync intervals to be 3 hours), you are syncing successfully.

If not, the following is a list of troubleshooting steps in the order they should be attempted. If one does not fix your issue, keep moving down the list:

  • Hard Reset: Press the side button on the Basis band until the screen goes blank (hold it for approximately 15 seconds). There's also a helpful video on the following page that demonstrates this titled "Resetting the band" for quick reference: [link to video]
  • Manual Sync: Press the side button on the Basis band once. You should see the message ‘Sync Now’. Press the side button again to initiate a manual sync.
  • On your phone, turn Bluetooth OFF and then ON again
    • On your phone, go to Settings app -> Bluetooth and then turn it OFF
    • Wait about 10 seconds
    • Turn Bluetooth back ON again
    • Initiate a manual sync on your Basis band
  • On your phone, clean up the Bluetooth pairings and then re-pair the Basis band
    • On your phone, go to Settings -> Bluetooth
    • Under the list of ‘Paired Devices’ find the entry labeled ‘Basis B1’
    • Press on the gear (far right) in the Basis B1 row
    • Press ‘Unpair’
    • On your Android home screen, open the Basis application -> Navigation drawer -> Device
    • Press ‘Setup Bluetooth’
    • Follow the instructions to pair your watch again
  • Restart the Basis app
    • On your phone, go to Settings -> Application Manager -> Running Tab -> Basis
    • Press ‘Force Stop’ to kill the Basis app
    • On your Android home screen, click the Basis app again to start it again.
  • Restart your Phone: Sometimes the Bluetooth radio on the phone gets into a bad state and the only way to reset it is to restart the phone
  • Clear all data for the Basis app
    • On your phone, go to Settings -> Application Manager -> Downloaded tab -> Basis
    • Press ‘Clear data’ and then confirm this by pressing ‘OK’
    • Press ‘Force Stop’ to kill the Basis app
    • On your Android home screen, press the Basis app again to start it again
    • You’ll need to login and re-pair your Basis band
  • Uninstall and Reinstall the Basis app
    • On your phone, go to Settings -> Application Manager -> Downloaded tab -> Basis
    • Press ‘Uninstall’ and then confirm this by pressing ‘OK’
    • Go to the Basis for Android app in the Google Play Store
    • Press the ‘Install’ button
  • Get your Basis band in a never-been-paired state
    • On your Phone, go to Settings ->Bluetooth and ‘Unpair’ the Basis B1
    • Initiate a manual sync on your Basis band. You’ll see the message ‘Connection Failed’
    • Initiate another manual sync on your Basis band. You’ll see the message ‘Pairing Lost’
    • Turn your phone off and then back on again
    • Go into the Basis app and re-pair your phone through the ‘Device’ menu

If you run into a problem that cannot be solved through our troubleshooting page, the most efficient way to contact support with mobile issues is through the Basis app itself. 

  • Go to the 'Settings' page (tap the Navigation Drawer icon in the upper left of the Basis for Android screen) 
  • Select 'Email Log Files'

 

Next Article: iOS Pairing and Syncing

Previous Article: Desktop Sync

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