Troubleshoot problems with Bluetooth and sync

If you don’t see your most current data on your phone or web dashboard, your phone can’t find your Microsoft Band, or you can’t change the settings on your Band, try these solutions.





 Solution 1: Check for updates for your phone

For detailed instructions about how to check for updates on your phone, refer to the instructions that came with your phone or go to the manufacturer’s website. Here are general installation instructions for each operating system:

  • Windows Phone: Go to Settings > Phone update and tap Check for update.
  • iPhone: Go to Settings > General > Software update and tap Download and install.
  • Android: Go to Settings > About > System updates and tap Check now.

    This may vary depending on the model of Android phone you’re using.

 Solution 2: Check for updates for the Band app

For detailed instructions about how to update apps on your phone, refer to the instructions that came with your phone or go to the manufacturer’s website. Here are general instructions for each operating system:

  • Windows Phone: Go to Settings > Applications > Store and tap Check for updates.
  • iPhone: Open the App Store, tap the Microsoft Band app, and tap Update.
  • Android: Open the Play Store, tap Options   > My apps & games, tap the Microsoft Band app, and tap Update.

    This may vary depending on the model of Android phone you’re using.

 Solution 3: Restart your Band and your phone

You can resolve some sync problems quickly by turning your Band and your phone off and then back on. Make sure your Band and phone are close to one another.

Restart your Band

Step 1:

Hold down the power button until you see Turn Power Off?, swipe left, and tap Yes.

Step 2: Press and hold the power button until you feel a slight vibration and the Me Tile appears.


Restart your phone

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

 Solution 4: Check your Bluetooth settings and connections

On your Band

Is Bluetooth turned on?

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


On your phone

Is Bluetooth 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 your phone or go to the manufacturer’s website.

Your phone can’t find your Band

If the Microsoft Band app on your phone displays, “Still wearing your Band? Make sure it’s close by and Bluetooth is turned on,” follow these steps:

Step 1:

On your phone, tap Settings > Bluetooth, turn Bluetooth off, and turn it back on.

Step 2:

On your Band, swipe left, tap the Settings Tile 

The Settings Tile
> Bluetooth  Bluetooth icon, turn Bluetooth off, and turn it back on.

Step 3:

If both devices do not reconnect automatically, in the Bluetooth settings screen on your phone, delete the existing Band. Here’s how:

  • Windows Phone: Tap and hold your Band’s name (for example, “Ada’s Band c1:56”) and tap Delete.
  • Android phone: Next to your Band’s name, tap the gear icon and tap Unpair.
  • iPhone: Next to your Band’s name, 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 4:

On your Band, swipe left, tap the Settings Tile 

The Settings Tile
> Bluetooth  Bluetooth icon > On, swipe left again, and tap Pairing to put your Band in pairing mode.

Step 5:

On your phone, tap Settings > Bluetooth and tap your Band’s name.
Both your Band and phone will display a pairing PIN.

Step 6:

On both your Band and phone, make sure that the pairing PINs match and tap OK or Accept.

Step 7:

iPhone only: Tap the entry under Other Devices with five digits followed by your Band’s name (for example, “05322 Ada’s Band c1:56 LE”) and tap Pair.

 Solution 5: Check your Wi-Fi and cellular data connections

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

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

 Solution 6: Make sure Airplane Mode is off

When your Band is in Airplane Mode, the Me Tile will show Airplane Mode on . 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
    The Settings Tile
    > Airplane Mode  Airplane Mode in settings > Off.

 Solution 7: Check the settings on your phone and in apps

Some phones and apps, including the Band app, have settings that can turn off notifications. For example, Windows Phone automatically disables notifications when the phone is in Battery Saver Mode or Driving Mode.

If you’ve recently reset your Band or paired with a new phone, some settings within your app may have changed by default, impacting your notifications preferences, please check your Band App and phone notification settings to validate desired configuration.

Refer to the instructions 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 Band app settings that affect notifications, see Manage tiles and notifications.

 Solution 8: Reinstall the Microsoft Band app on your phone

Uninstalling and then reinstalling the Microsoft Band app on your phone may resolve connectivity issues with your Band. Here’s how:

Windows Phone

Step 1: From the Start screen, swipe left to the App list.
Step 2: Tap and hold the Microsoft Band app and tap Uninstall.
Step 3: From the Start screen, swipe left to the App list.
Step 4: Tap Store > Search and enter Microsoft Band.
Step 5: Tap the Microsoft Band app and tap Install.


iPhone

Step 1: Tap and hold the Microsoft Band app and select X.
Step 2: Open the App Store and tap Search.
Step 3: Enter Microsoft Band.
Step 4: Tap the Microsoft Band app and tap Get > Install.


Android

Step 1: Open the Play Store and tap Options   > My apps & games.
Step 2: Tap the Microsoft Band app and tap Uninstall.
Step 3: Tap Install.


If you still have sync problems, go to Contact us.

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Article ID: 4000347 - Last Review: 2016, ഡിസം 11 - Revision: 29

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