Jawbone Support
Syncing Issues

Symptoms

  • Tracker doesn’t sync with the UP App.
  • Tracker doesn’t automatically sync with the UP App.
  • Tracker doesn’t consistently sync with the UP App.

 

First Steps

 

Verify Internet Connection

Your UP tracker requires an active Internet connection to sync your data with the UP App. Verify that your mobile device is connected to the Internet by opening a webpage through the device’s web browser.

Confirm Bluetooth is Enabled

In addition to an active Internet connection, the Bluetooth feature on your mobile device must be turned on for your tracker to sync with the UP App. Confirm Bluetooth is enabled via the Settings menu of your iOS or Android device.

Move Closer

When within 33 feet of your mobile device, your tracker syncs with the UP App every minute the app is open (and every 20 minutes when the app is running in the background). Your tracker will not sync—and may unpair from the UP App—if outside of this 33 foot range.

Force Close the UP App

When apps on your iOS or Android device do not behave as expected, force closing the app in question may restore normal functionality.

 

iOS

  1. Double-click the home button on your device.
  2. Swipe through the list of recently used apps until you locate the purple UP App.
  3. Swipe up on the preview screen of the purple UP App to force quit the app.
  4. Reopen the UP App to sync your band again.

Android

  1. Open the Settings app on your device, then tap Apps.
  2. From the app list, select the purple UP App.
  3. Tap Force Stop then tap OK to force quit the app.
  4. Reopen the UP App to sync your band again.

Check for App and Tracker Updates

Make sure you have the latest version of the UP App and that your tracker's firmware is up to date. Click here for step-by-step instructions.

Charge Your Tracker

Syncing may be inconsistent if your UP tracker’s battery level is low. Fully charge your tracker—which takes approximately 60-90 minutes—and attempt to sync again.

Determine Device Compatibility

Your UP tracker is compatible with most iOS and Android devices via the UP App. Click here to determine whether your device is compatible.

 

Next Steps

If the initial troubleshooting was unable to resolve the syncing issues with your tracker, try the following steps (in the order listed).

1. Delete and Reinstall the UP App

Deleting then reinstalling the UP App can reestablish connectivity with your UP band—without erasing any previously synced activity data.

 

iOS

  1. Tap and hold down the UP App icon until it shakes then tap the X on the icon.
  2. Tap Delete to confirm app deletion.
  3. When prompted, tap Keep to save any UP data synced to the iOS Health app or Delete to remove UP data from the Health app.
  4. Tap the Home button on your device to complete app deletion. Next, go to the App Store on your device and search for “UP App.”
  5. Tap the cloud icon next to the purple UP App logo to begin downloading the app.
  6. When the app has finished reinstalling, tap Open then sign into your existing UP account.

Android

  1. Open the Google Play Store on your device.
  2. Search for “UP App” then tap the purple UP App logo.
  3. Tap Uninstall then OK to confirm.
  4. When the app has finished uninstalling, tap Install then Accept.
  5. When the app has finished reinstalling, tap Open then sign into your existing UP account.

2. Turn Bluetooth Off

  • Disable the Bluetooth feature from the Settings menu of your iOS or Android device.

3. Restart Mobile Device

  • Power down your mobile device then turn the device on again to complete the restart process.

4. Perform Soft Reset

5. Turn Bluetooth Back On

  • When your mobile device has restarted, turn Bluetooth on again from the Settings menu of your iOS or Android device.

6. Pair Your Tracker Again

  • Open the UP App then tap the band icon in the upper right hand corner of the UP App home screen.
  • Tap the red plus sign icon then select the Connect an UP Tracker option
  • Choose your UP tracker model. 
  • The app will next prompt you to activate your tracker (by attaching it to the included charging cable then plugging the charging cable into a powered USB port).
  • Remove your tracker from the charging cable when it lights up, then tap Next on the UP App screen.
  • When the app locates your tracker, you’ll be prompted to touch and hold the band’s surface until it vibrates.
  • Your tracker's vibration indicates that it's paired with the UP App.
  • Tap OK on the UP App screen to complete pairing your tracker with your UP account.

If the issues with your band persist after completing the steps in this article, click here for further assistance.

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