Troubleshoot problems with Bluetooth and sync

If you don’t see your most current data on your phone or in your web dashboard online, your phone can’t find your band, or if settings you modified aren’t reflected on your band, here are a few things to try.

 Solution 1: Restart your Band and your phone  Solution 2: Check your Bluetooth settings and connections  Solution 3: Check your Wi-Fi and cellular data connections  Solution 4: Make sure Airplane Mode isn’t on  Solution 5: Check settings on your phone and in apps

Notes

o If your is earlier than Windows Phone 8.1 Update, notifications for some tiles, , and the VIP list won’t be available. See System requirements for Microsoft Band to learn how to tell which version of the Windows Phone operating system is on your phone. o The Bluetooth® connection shows as “not connected” except when data is being transferred.

Solution 1: Restart your Microsoft Band and your phone

Sometimes, the fastest way to resolve problems with sync is to turn off your band and your phone, and turn them back on. Make sure your Microsoft Band and your phone are close to one another.

Restart your band

Step Hold the power button down until you see Turn Power Off? swipe left, and tap Yes. 1: Step Press and hold the power button until you feel a slight vibration and the Me Tile 2: appears.

Restart your phone

Refer to the documentation that came with your phone or go the manufacturer’s website to get info about how to restart your phone.

Solution 2: Check your Bluetooth settings and connections

On your band

 Is Bluetooth on your Microsoft Band turned on?

Step Press the power button on your Microsoft Band. 1: Step 2: Swipe left, and tap the Settings Tile . Step 3: Swipe left, tap Bluetooth , and make sure Bluetooth is On. Step If the connection doesn’t resume, restart your band by holding the power button down 4: until you see Turn Power Off?, then swipe left, and tap Yes. Step Press and hold the power button until you feel a slight vibration and the Me Tile 5: appears.

On your phone

Is your phone’s Bluetooth connection turned on?

If you aren’t sure how to check and change the Bluetooth setting on your phone, refer to the documentation that came with it or go the manufacturer’s website.

Your phone can’t find your band?

If the Microsoft Health app on your phone displays “Band error: I can’t find your Band. Please make sure it is nearby and paired or go to My Microsoft Band to register a different one”, follow these steps:

Step On your phone, tap Settings > Bluetooth, and turn Bluetooth off and back on. 1: Step On your Microsoft Band, swipe left and tap Settings > Bluetooth, and turn Bluetooth off 2: and back on. Step If both devices do not automatically reconnect, delete the existing band on your phone: 3:  Windows Phone. Tap and hold on the band’s name (for example, ‘Ada’s Band c1:56’) and tap Delete.  Android phone. Next to the band’s name (for example, ‘Ada’s Band c1:56’), tap the gear icon, and tap Unpair.  iPhone. Next to the band’s name (for example, ‘Ada’s Band c1:56’), tap i, and tap Forget this device. Repeat this step with the entry name ending in LE (for example, ‘Ada’s Band c1:56 LE’).

Step On your band, swipe left and tap Settings > Bluetooth, tap On, swipe left, and tap 4: Pairing to put your band in pairing mode. Step On your phone, tap Settings > Bluetooth, and tap the band’s name. 5: Both the band and your phone will display a pairing PIN. Step On both the band and your phone, validate that the pairing PINs match and tap OK or 6: Accept. Step iPhone only. Tap the entry under Other Devices with five digits followed by the band’s 7: name (for example, ‘05322 Ada’s Band c1:56 LE’), and tap Pair.

Solution 3: Check your Wi-Fi and cellular data connections

Check your phone’s Wi-Fi and cellular data connections and signal strength. The Microsoft Health app will use one of these connections to sync data to the cloud. When your phone is connected to both of them at the same time, it will prefer the Wi-Fi connection.

Refer to the documentation that came with your phone or go to the manufacturer’s website to get info about connectivity and signal strength.

Solution 4: Make sure Airplane Mode isn’t on

When your band is in Airplane Mode, the Me Tile will show the Airplane Mode on icon. When Airplane Mode is on, Bluetooth is turned off.

Here’s how to turn off Airplane Mode on your band.

 From the Me Tile, tap the Settings Tile > Airplane Mode > Off.

Solution 5: Check settings on your phone and in apps

Some phones and apps––including the Microsoft Health app––have settings that can turn off notifications. For example, on a Windows Phone, notifications are turned off when the phone is in Battery Saver Mode or in Driving Mode. Refer to the documentation that came with your phone or go to the manufacturer’s website to get info about phone settings and apps that might affect notifications. For info about settings in the Microsoft Health app that affect notifications, see Manage tiles and notifications.

If you still have sync problems, go to Get my Microsoft Band fixed.