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
More in SoterCoach FAQ
Getting Started: Pre-Launch Onboarding GuideHow to Restart a SoterCoach DeviceHow to Clean the SoterCoach Device, Hub, and AccessoriesHow to Wear the SoterCoach DeviceHub Not Charging or Turning OnDevice User Data Not Showing in the DashboardHub Not Working Due to Low Reception? Connect to Wi-FiWhat to Do If the Hub Token Has ExpiredTroubleshooting Devices That Are Not ScanningPreventing Duplicate Worker ProfilesUnderstanding Haptic Feedback from the SoterCoach DeviceHow the Device Provides FeedbackHandle Incorrect Session Data
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