Troubleshooting Devices That Are Not Syncing
If a SoterCoach device is not syncing data, follow these steps to reset it and restore communication with the Hub or app.
Step-by-Step: How to Reset and Reboot the Device
Charge the device fully
- Plug it into the Hub or USB charger
- Leave it charging for at least 24 hours
Try syncing again
- After 24 hours, dock the device in the Hub or open the app nearby (with Bluetooth on)
- Wait to see if data appears in the dashboard
If still not syncing, restart the device manually
- Press and hold the device button for 40 seconds
- Release when you hear the startup melody
Additional Checks
- Confirm the device was scanned at the start of the shift
- Make sure the user wore it in the correct position for at least 1 hour
- On Day 1, feedback is disabled — but syncing should still occur
Best Practices
- Ensure devices are returned to the Hub after every shift
- Keep the Hub plugged in at all times to avoid sync failure
- Assign someone to check sync status daily if multiple devices are in use
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