Jawbone Support
Pairing and Connectivity Issues

Symptoms

  • UP band will not pair with the UP App.
  • UP band cannot be located by the UP App.
  • Multiple UP bands located by the UP App.

 

First Steps

Confirm Connectivity Status

The icon in the upper right hand corner of the UP App home screen indicates whether an UP band is paired with your mobile device, as well as the connectivity status of any paired UP bands.

White Band Icon

A white band icon signals that an UP band is paired with the UP App on your mobile device. Tapping this icon displays the estimated battery level and last sync time of the connected UP band.

If your band is paired to the UP App but will not sync, click here for further troubleshooting instructions.

 

 

 

 

 

 

 

 

Red Bluetooth Icon

A red Bluetooth icon indicates an UP band is paired with your mobile device, but its Bluetooth feature—which your UP band needs in order to sync your data with the UP App—is turned off.

To turn on Bluetooth, go to the settings menu of your iOS or Android device. Once Bluetooth is enabled, the red Bluetooth icon will disappear and the UP App will attempt to sync with the UP band paired to the mobile device.

 

 

 

 

 

 

Red Plus Sign Icon

A red plus sign icon signals that an UP band is not paired with the UP App installed on your mobile device. This icon may also appear if your band is paired to the same UP account on a different mobile device (as your band cannot be connected to multiple devices simultaneously).

To pair your band with the UP App on your iOS or Android device, tap the red plus sign icon then select Add a New UP and follow the instructions as prompted.

 

 

 

 

 

 

White Phone Icon

A white phone icon indicates the UP App is tracking your steps via the accelerometer on your iOS or Android device. This icon also confirms that an UP band is not paired with the mobile device (though an UP band may be paired to the same UP account on a different mobile device).

To pair your band with the UP App on your mobile device, tap the white phone icon then select Add a New UP and follow the instructions as prompted.

 

 

 

 

 

Verify Internet Connection

In addition to a Bluetooth enabled mobile device, your UP band requires an active Internet connection to pair or sync with the UP App. Verify that your mobile device is connected to the Internet by opening a webpage through the device’s web browser.

Toggle Bluetooth

Toggling the Bluetooth feature off and on again—from the settings menu of your iOS or Android device—regularly resolves pairing and connectivity issues.

Charge Your Band

If your UP band’s battery level is low, you may be unable to pair or sync with the UP App. Fully charge your band then attempt to pair it again.

Move Away From Other UP Trackers

If notified that multiple UP trackers were located during the pairing process, move your band and mobile device at least 10 feet away from any nearby UP trackers before attempting to pair again.

Download Latest Version of UP App

Updating to the most recent version of the UP App can help fix various issues, including difficulties connecting your band. Click here for step-by-step instructions on updating the UP App.

Determine Device Compatibility

Your UP band is compatible with most—but not all—iOS and Android devices, via the UP App. Click here to determine whether your mobile device meets the compatibility requirements necessary to connect with your UP band.

 

Next Steps

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 and attempt to pair 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 and attempt to pair your band again.

Restart and Reset

Restarting your mobile device while performing a soft reset of your UP band can often fix connectivity issues without deleting any of your data.

  1. Toggle Bluetooth off from the settings menu of your iOS or Android device.
  2. Next, power down your mobile device then turn the device on again to complete the restart process.
  3. While your mobile device reboots, perform a soft reset of your UP band.
  4. When your mobile device finishes rebooting, toggle Bluetooth back on.
  5. Reopen the UP App then tap the icon in the upper right hand corner of the home screen.
  6. Tap Add a New UP then follow the instructions as prompted to pair your UP band.

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.
  7. Last, tap the red plus sign icon on the UP App home screen then tap Add a New UP and follow the instructions as prompted to pair your UP band.

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.
  6. Last, tap the red plus sign icon on the UP App home screen then tap Add a New UP and follow the instructions as prompted to pair your UP band.

Pair Your Band With a Different Device

Attempting to pair your UP band with a different iOS or Android device can help us isolate potential causes of connectivity issues.

If the connectivity issues continue—whether or not you’re able to pair your UP band with a different device—click here for further assistance.

Warranty Information