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Sensor firmware update fails

This article explains how to fix a failed firmware update of the Firstbeat Sports Sensor in the Firstbeat Sports: Coach app or the Firstbeat Sports: Athlete app.

Symptom

  • The update fails, times out, is cancelled or takes a long time to start.
  • The update does not start because the Sensor battery level is too low.
  • The Sensor LED stays on, or the Sensor shows the status UPDATE MODE in the app.
  • The app shows "Update failed", but the firmware version is correct and the athlete profile is missing.

Cause

  • A failed update is usually caused by a temporary problem in the wireless traffic.
  • Measurement data that is still on the Sensor slows down the start of the update.
  • A Sensor in update mode leaves update mode only when the update is complete. Removing and reinserting the battery restarts the Sensor in update mode.

Solution 1: Start the update again

  1. Prepare. Download all measurements from the Sensor, turn on Bluetooth and keep the Sensor close to the mobile device. Use only one device to update a Sensor.
  2. Update again. Start the update again from Sensor Management.
  3. Restart. If the update fails again, restart the app, or restart the Sensor by removing and reinserting the battery, and try again. If the Sensor then shows UPDATE MODE, follow Solution 3.

Solution 2: Replace the Sensor battery

  1. Replace the battery. A firmware update cannot start when the battery level is too low. Replace the Sensor battery and start the update again.

Solution 3: Complete the update for a Sensor in update mode

  1. Restart an unresponsive Sensor. If the Sensor does not respond and the LED is on, remove and reinsert the battery.
  2. Find the Sensor. Wait until the Sensor is visible in Sensor Management with the status UPDATE MODE. Becoming visible can take some time.
  3. Update. Tap the blue microchip icon next to the Sensor and wait for the update to finish.
  4. Pair the athlete. Add the correct athlete profile to the Sensor after the update.

Solution 4: Pair the Sensor again after the update

  1. Check the firmware version. If the app shows "Update failed" but the firmware version is correct, the update succeeded and only the athlete profile pairing failed.
  2. Pair again. Pair the Sensor with the athlete 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.