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Desktop Sync

Installation issues:

How do I install Basis Sync?

You can install Basis Sync from here:

https://app.mybasis.com/#download

I'm running into an error during installation / during updating Basis Sync to the latest version:

Please check whether your computer / laptop meets the operating system requirements (see System Requirements).

If it does, please try the following:

1. Uninstall Basis Sync from your computer (you can find step-by-step directions on this step below under "How do I uninstall Basis Sync").

2. Fully power down your computer and restart it to ensure you're starting from a clean slate.

3. Unplug all other USB devices from your computer.

4. Try installing Basis Sync again from https://app.mybasis.com/#download

To ensure that the device drivers are installed correctly, please make sure to plug the Basis Band into a USB port on your computer using the USB cradle when prompted to do so during installation.

If you're still unable to install Basis Sync following the above steps, please Submit a Request

Issues under Mac OSX 10.7.5 and 10.9

Some 32 bit Mac computers running OS version 10.7.5 are incompatible with the USB driver Basis uses. (A similar issue also affects some users running 10.9 (Mavericks), however we find that most customers with 10.9 are able to sync successfully. We recommend Mavericks users to try the troubleshooting steps on this page in case of any difficulties and to contact Customer Support in case these do not resolve their issue.)

This problem does not seem to affect users running 10.8 (Mountain Lion). This version of the OS is still available for download through the Apple store and it can be purchased for $19.99+tax. For users still running OS 10.7.5, this may be a feasible solution.

The upgrade is available at: http://store.apple.com/us/product/D6377Z/A/os-x-mountain-lion

How do I uninstall Basis Sync?

Windows:

Go to Start > Control Panel > Program and Features.

Select "Basis Sync" from the list of programs and click on "Uninstall/Change". (You can also right click Basis Sync and click on "Uninstall/Change".)

For more detailed instructions on how to uninstall programs under Windows, please visit this page.

Mac:

Drag Basis Sync from the Applications folder to Trash.

The following step is also recommended: in the Finder, click 'Go' in the menu bar and click 'Go to Folder', then type this into the text box:

~/Library/Application Support/Basis Sync

This will take you to a separate Basis Sync folder with your logs. You can delete everything in here by dragging it to Trash.

Syncing Issues:

How do I sync my Basis Band?

For instructions on how to sync with the Basis Sync desktop application, please visit this page: How to Sync

 

How do I know whether Basis Sync is running on my computer?

When you are logged into Basis Sync, you'll see the Basis Sync icon ( ) in your system tray (Windows) or menu bar (Mac):

Windows (the system tray is in bottom right corner of the screen):

You may need to click on the upward pointing arrow to see all icons in your system tray.

Mac (the menu bar is normally at the top of the screen):

How do I know if the sync was successful?

The Basis Sync desktop app is designed to run in the background. Therefore, you won't see a message if your sync was successful, only if there was an error.

If in doubt, here's how you can check whether your sync was successful:

1. Double click on the Basis Sync icon (heart icon) in your system tray (Windows) / menu bar (Mac).

2. Go to the Device tab. You'll see your last sync date there next to "Synced". This will help determine whether your last sync was successful or not.

If syncing is currently in progress, you'll also see the progress of your sync on the Device tab. When syncing is complete, you'll see the date next to "Synced" change to the current date and time.

During syncing, the Basis Sync heart icon in your system tray / menu bar will be animated with a ripple effect.

 

Best practices for syncing:

1. Avoid waiting too long between syncs (sync daily or every 2 days)

While the Basis Band's internal memory can hold approximately 7 days worth of data if worn 24/7 before the watch runs out of memory, for an optimal syncing experience, we recommend syncing daily or every 2nd day.

When you have several days worth of data to upload, your data file size will be larger and this will result in an increasingly long upload. In such case it can be helpful to perform a hard reset immediately before plugging the watch into the USB cradle. Please see troubleshooting step #9 below under General troubleshooting steps.

2. Plug the USB cradle into a USB port first and then snap the USB cradle onto the watch so that the pins line up. Ensure that the cradle is attached securely to the watch.

3. Sync while off wrist and on a flat surface

While the Basis Band can be charged while on wrist, if you are running into syncing issues, we recommend removing it from your wrist before syncing and laying it flatly on a flat surface, such as your desk or table, for the duration of the sync.

4. Wait at least 15 minutes between syncing attempts

Avoid syncing multiple times in a short period of time as this could cause syncing problems. If you try to sync twice within one minute, you will receive an error message. If you receive an error message, please wait at least 15 minutes before attempting to sync again to ensure an optimal experience.

 

General troubleshooting steps:

Most syncing issues can be solved by one of the following troubleshooting steps. (There are some specific errors which are best addressed through other steps - you can find these listed in the next sections.)

If you haven't done so yet, please review the "Best Practices" section above first before trying the below steps.

1. Please make sure that you are logged into Basis Sync on your computer.

If you are not logged into Basis Sync, please start Basis Sync from your Start menu (Windows) or Applications folder (Mac).

If Basis Sync is not installed on your computer, you can install it from https://app.mybasis.com/#download

2. Please make sure that the straps are attached to your Basis Band.

The Basis USB cradle is not able to attach securely to the watch without the straps on. (For instructions on removing and reattaching your Basis straps, please visit the following page: Changing Straps).

3. Please make sure that the USB cradle attaches securely to the Basis Band.

4. Remove the watch from your wrist before syncing and lay it flatly on a flat suface, such as your desk or table, for the duration of the sync.

5. Check that the 4 little pins in the USB cradle depress by pressing each one gently.

They should not be stuck pressed down, but they should depress when lightly pressed. If you find that any of the pins are immobile, please Submit a Request

6. Try cleaning the 4 little pins in the cradle and the 4 corresponding little holes on the side of the watch with rubbing alcohol.

7. Try unplugging all other USB devices from your computer before syncing.

Some syncing errors may be caused by a conflict between the Basis USB cradle and another USB device that is plugged in at the same time. Please leave all other USB devices unplugged as you go through the other troubleshooting steps below.

8. Try all the different USB ports on your computer.

9. Hard reset:

  • Plug the USB cradle into a USB port on your computer.
  • Remove the watch from your wrist and perform a hard reset on the watch. To hard reset the watch, please press and hold the large physical button on the side for approximately 15 seconds, until the screen goes briefly blank.
  • Immediately after the hard reset, snap the USB cradle onto the watch so that it attaches securely.

10. Uninstall and reinstall Basis Sync:

  • Uninstall Basis Sync from your computer.
  • Fully power down your computer and turn it on again.
  • Reinstall Basis Sync from https://app.mybasis.com/#download
  • To ensure that the device drivers are installed correctly, please make sure to attach your Basis Band to the computer using the USB cradle when prompted to do so during installation.

If these suggestions do not resolve your issue, please Submit a Request

Error 1.302.0, "Cannot communicate with mybasis.com", "Basis Sync cannot communicate with the Basis website"

These errors are caused by a block in communication between the Basis Sync desktop client and the web application. Here are some reasons why you would be seeing these errors and how to resolve them:

1. If your internet connection was disrupted in any way while syncing, it would generate this error message. Please make sure that you are connected to the internet.

2. If our servers are down for scheduled maintenance. You can quickly find out if that is the case by checking our Twitter page for the latest updates.

3. If you are using a VPN or proxied network (if you are having issues syncing from your work computer, this could be the reason). Please switch to a non-VPN and non-proxied connection (e.g. try syncing from home on your home network).

4. In some cases there could be an issue with accepting our SSL certificate. To fix this issue, simply follow these steps:

5. Occasionally WiFi connections can cause interruptions in communication with our servers. While this is not typical, it has happened from time to time, and generally switching to a hardwired connection will resolve the problem.

6. These errors can also be caused by firewalls or security measures. If you have either of these installed on your computer, try either disabling them temporarily during syncing or making an exception for ‘mybasis.com’

 

We have listed some common issues and their solutions. If these suggestions do not resolve your particular issue, please Submit a Request for further assistance.

Next Article: Android Pairing and Syncing

Previous Article: Hardware

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