Coach app or Athlete app does not load or freezes

This article explains how to fix the Firstbeat Sports: Coach app or the Firstbeat Sports: Athlete app when the app does not load, freezes or says that there is no internet.

Important: Deleting the app deletes all data on the device that is not synced to Firstbeat Sports Cloud. If possible, download the measurements from the Firstbeat Sports Sensors and run the sync first. Synced data is safe in Sports Cloud, and data still on a Sensor that has not been reset can be downloaded again.

Symptom

• The app does not load, or the start screen freezes.
• The Coach app says that there is no internet, but the iPad is online.

Solution 1: Restart the app and the device

1. Restart the app. Close the app and open the app again.
2. Restart the device. If the problem stays, restart the device and open the app again.

Solution 2: Fix the "no internet" message in the Coach app

Use this solution when the Coach app says that there is no internet but the iPad is online. Sessions that are not synced stay on the iPad until the sync succeeds.

1. Check the connection. Check that the internet connection works in another app.
2. Restart. Restart the Coach app and the iPad.
3. Reinstall. If the message stays, reinstall the Coach app as described in Solution 3.

Solution 3: Reinstall the app

1. Save the data. If possible, download the measurements from the Sensors and run the sync.
2. Delete the app. Delete the app from the device.
3. Install the app again. Install the app from the App Store or Google Play. The new installation has the newest version.
4. Log in. Log in with your username and password.

If the problem continues

Ask the Customer Agent chat on this page or email support@firstbeat.com. Include as much information as possible to help us solve the issue faster.