Error 'Profile information update to sensor failed' when pairing the Sensor

This article explains how to fix the error 'Profile information update to sensor failed' when you pair the Firstbeat Sports Sensor with an athlete profile in the Firstbeat Sports: Coach app or the Firstbeat Sports: Athlete app.

Symptom

Pairing fails, and the app shows the message "Profile information update to sensor failed, please try again".

Cause

• The athlete profile is missing information, usually the resting heart rate (HR).

Solution 1: Complete the athlete's profile as a coach

1. Open Team Management. Log in to Firstbeat Sports Cloud at https://sports.firstbeat.com, open Menu in the top-left corner and go to Team Management.
2. Edit the athlete. Click the edit button for the athlete in the Edit & Remove column.
3. Correct the body metrics. Scroll down to Additional Bodymetrics, fill in Resting HR and any other missing or incorrect values, and save the changes.
4. Sync the Coach app. In the Coach app, tap More (…) in the navigation bar and tap Sync now. For details, see How to synchronize the Coach app with Sports Cloud manually.
5. Pair again. In the Coach app, pair the Sensor with the athlete profile again.

Solution 2: Complete your own profile as an athlete

1. Open the profile. Log in to Firstbeat Sports Cloud at https://sports.firstbeat.com, click the profile menu in the top-right corner and select My Profile.
2. Correct the body metrics. Scroll down to Additional Bodymetrics, fill in Resting HR and any other missing or incorrect values, and save the changes.
3. Pair again. Open the Athlete app and pair the Sensor with your profile again.

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.