Having trouble with assessments? This guide is here to help!
It walks you step by step through common issues, troubleshooting tips, and solutions so you can get back on track quickly and smoothly.
Skipping one or more of these steps may lead to repeated assessment issues due to the sensitivity of the hardware.
Hardware
Chest strap:
Make sure the chest strap fits snugly and comfortably. It should not feel tight or restrictive, but it should also not be loose. A strap that is too tight or too loose can cause assessment issues.
Confirm that the silver pads on the chest strap are aligned vertically with the centers of your armpits, as shown in red in the image below:
After putting on the strap, place your fingers under the belt near the silver pads and gently slide them toward the front to even out the contact and remove any tight or loose spots.
Make sure the strap is level around your chest. The front often sits higher than the back without noticing, which can place the electrodes too low. Use a mirror if needed.
Once you lie down for the assessment, make sure the chest strap and electrodes remain in the same position. They should not shift, twist, or come into contact with clothing such as a bra. Ensure the strap is lying flat against your skin without tension.
Avoid wearing bras with metal underwire during assessments. Metal components can interfere with the sensor signal and affect results.
Avoid synthetic fabrics on your upper body, as they can create static electricity and disrupt the assessment.
Thoroughly soak the electrode pads with water before putting on the strap. If issues continue, use warm water and gently rub water into the electrodes under a running tap.
Try changing the strap orientation. If you usually wear the strap with the washing label on your right side, flip it so the label is on your left. After flipping, make sure the silver pads are still correctly positioned and making good contact with your skin.
Wash the skin where the silver pads will touch using warm water and mild soap.
Clean the chest strap according to the care instructions, using only a small amount of very mild soap.
Do not use sanitizing wipes or alcohol-based cleaners on the silver pads, as these can damage their conductivity.
Sensor:
13. Make sure the sensor is fully charged before starting an assessment.
14. If you are short on time, place the sensor on the charger for at least 10 seconds and try again.
DC cables:
15. Each assessment requires a fresh set of disposable DC electrodes for the hand and forehead. Always use new electrodes for every assessment.
App & Phone
In some cases, the issue may come from the app rather than the hardware. Try the following steps:
Confirm the app is updated to the latest version. If needed, uninstall and reinstall the app.
Log out and then log back in to ensure your user information is fully synced.
Restart your phone or tablet to reset the connection.
Environment
Even small movements or environmental factors can interfere with an assessment:
Move to a quiet, stable location with minimal distractions.
Once the assessment starts, lie down in a comfortable position and remain still.
Avoid any movement, including talking, shifting, or yawning.