Data does not download from the Sensor

This article explains how to fix the problem when measurement data does not download from the Firstbeat Sports Sensor to the Firstbeat Sports: Coach app.

Symptom

• The Coach app says "Sensor time is behind" or "Other measurements must be downloaded first".
• The download is slow or fails.
• The Sensor memory is full and the data does not download.

Cause

• The Sensor's internal time is updated only when data is downloaded from the Sensor.
• A Sensor stores about 12–16 hours of measurements, depending on the exercise intensity. A full memory causes download problems, and new recordings can overwrite older data. Download the Sensors after every session.

Solution 1: Download the older measurements first

Use this solution when the Coach app says "Sensor time is behind" or "Other measurements must be downloaded first".

1. Download the older measurements. Download the older measurements from the Sensor first, then the new one. The download updates the Sensor's internal time automatically.

Solution 2: Fix the message during a live session

1. Download the affected Sensor. Download the data from the affected Sensor and continue the session normally. The Sensor starts recording again within a few minutes.
2. Merge the measurements. After the session, merge the split measurements in Sports Cloud in Measurement settings > Trim & Merge.

Solution 3: Fix a slow or failed download

Use this solution when the download is slow or fails, or the Sensor memory is full.

1. Download one by one. Download the affected Sensors one by one. Keep the Coach app open and the Sensors next to the iPad or iPhone.
2. Restart the device. Restart the iPad or iPhone and try the download again.
3. Replace the battery. Put a new CR2025 battery in the Sensor and try again.
4. Use another device. Try the download with a different iPad or iPhone.

Solution 4: Factory reset the Sensor

Warning: A factory reset deletes all data on the Sensor. Use a factory reset only as a last resort.

1. Reset the Sensor. In the Coach app, tap … More > Support > Sensor factory reset and enter the Sensor ID. The Sensor ID is under the battery cover, next to the QR code.
2. Pair the Sensor again. Pair the Sensor with the athlete again.

If the problem continues

If the download stays blocked right after a battery change, submit the faulty device report with the Sensor serial number. In other cases, 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.