Data Syncing Troubleshooting
Wearable data not syncing to the Pacinity platform
Problem
Your wearable data is not coming through to the Pacinity platform. The main cause and solution is listed below. If this doesn’t resolve things, visit this page for other causes and solutions.
Verify your wearable registration
Firstly, make sure you completed all the wearable registration steps listed in the following instructions for your wearable make:
If you don’t know if you followed all the steps; login to the Pacinity Platform, deauthorise your wearable in the “My wearables” screen, and re-register your wearable following the instructions above.
All devices except Apple Watch - Is your data syncing from your wearable to your wearable app?
Before your wearable data can be synced to the Pacinity platform, it needs to sync from your wearable to the wearable app on your phone. Most wearable brands and models have an auto sync feature which runs automatically provided the wearable app is open in the background and “background app refresh” is enabled. To make sure this is all set up correctly:
In most cases the auto sync feature cannot be disabled but this varies between models - check your wearable manual and enable the auto sync feature if your wearable allows you to enable / disable it.
Check that the “Background App Refresh” is enabled on your phone:
To do this in iOS on an iPhone, go to Settings>General>Background App Refresh and make sure Background App Refresh is set to “Wi-Fi” or “WiFi & Cellular Data” and:
For a Samsung Galaxy watch, make sure that the toggle next to the Samsung Health, Health Connect, and Google Fit apps is set to enabled.
For all other wearables, make sure that the toggle next to your wearable app (e.g. Fitbit, Garmin Connect, Oura) is set to enabled.
To do this in Android on a Samsung Galaxy, open Settings, then tap Connections > Data usage. From the Mobile section, tap Mobile data usage and:
For a Samsung Galaxy watch, make sure the Allow background data usage is turned on for the Samsung Health, Health Connect, and Google Fit apps.
For all other wearables, make sure the Allow background data usage is turned on for your wearable app (e.g. Fitbit, Garmin Connect, Oura).
To do this in Android on an other phone, please check your phone’s manual.
Keep your wearable app running in the background. Note: If you don’t want to run the app in the background, make sure to open the wearable app to trigger a sync regularly (for example every morning when you wake up but at a minimum every Monday).
Apple Watch - is data syncing from Apple Health to Terra Avengers?
The Pacinity platform pulls data from your Apple Health app via the Terra Avengers app (which you installed on your phone when you registered your Apple Watch on the Pacinity platform). Terra Avengers runs automatically in the background and once you have registered your Apple Watch on the Pacinity platform you won’t need to open Terra Avengers to trigger a sync, provided that:
Background App Refresh is enabled. To check that the “Background App Refresh” is enabled on your iPhone, go to Settings>General>Background App Refresh and make sure Background App Refresh is set to “Wi-Fi” or “WiFi & Cellular Data” and that the toggle next to the Health and Terra Avengers app is set to enabled.
Offload Unused Apps is disabled. You can check and change this setting on your iPhone in Settings > App Store > Offload Unused Apps (at the very bottom of the screen).
To ensure this automated process is running correctly a manual sync test can be performed. To do this, use the search function on iOS to find and open the Terra Avengers app. Tap the “Sync now” button. If the below screen appears, then the sync has been successful. Contact our support team (support@pacinity.com) if this sync test was successful but your data is not coming through to the Pacinity Platform.
If a different screen or a “Not connected Please login first” message appears, follow the steps below:
Verify that Terra Avengers has permission to read your data from Apple Health. To do this, go to your iPhone's Settings > Privacy > Health > Terra Avengers, and ensure all toggles are enabled. If they are not, tap “Turn On All” and go to step 2. If all the toggles were already enabled, skip step 2 and complete step 3 to 6.
Repeat the manual sync test. To do this, use the search function on iOS to find Terra Avengers. Tap the “Sync now” button. If the above screen appears the sync has been successful. Data syncing should now work properly. Contact us at support@pacinity.com if you continue to receive Pacinity notifications that your data is not coming through to the Pacinity Platform).
Disconnect the integration between Apple Health and Terra Avengers by first turning off all permissions from Apple Health to Terra Avengers. To do this, use the search function on iOS to find Health > Click your Profile Icon in the Top Right > Under Privacy, tap Apps and Services > Select Terra Avengers > Tap “Turn Off All”.
Delete and then re-install the Terra Avengers app.
On your iPhone, log in to the Pacinity Platform and:
Click on the menu drop down (three stripes in top right-hand corner) and tap My Wearables
Tap “Deauthorise” next to the device (wearable) that is currently registered.
Tap “+ Register Wearable” and follow the on-screen prompts. When the Apple Health app opens, tap “Turn On All”
Use the search function on iOS again to find and open Terra Avengers. Tap the “Sync now” button to verify the syncing is now working. If the issue persists, please contact our support team (support@pacinity.com).