Troubleshooting connection issues between Polar Loop and the Flow app
Applies to: Polar Loop
If your Polar Loop fails to sync with the Flow app, please go through the following checklist first:
- Make sure Polar Loop is powered on (the LEDs are lit). If not, plug it in to charge and it will turn on.
- Make sure the app and device are both up to date: Check from the App Store or Google Play that youâve got the latest version of the app installed. The Flow app will tell you if thereâs a firmware update available for your device.
- Make sure that Bluetooth is turned on in your phone settings.
- Make sure the Flow app is running on your phone and keep it in the foreground.
- Android users: Make sure location is enabled for the Flow app in your phone's application settings. On Android 6 and later, location permission is needed to scan for Bluetooth devices.
If you have several Flow app compatible Polar devices in use, make sure you have chosen Polar Loop as the active device in the Flow app. This ensures that the Flow app knows which device to connect to. In the Flow app, go to Devices and choose Polar Loop, and then return to the main menu.
Quick troubleshooting
If the issue continues after checking the above, start with these quick troubleshooting steps. Try syncing again after each step.
Plug your Polar Loop in to charge. This triggers an automatic sync. Note that it may take a moment for the sync to start.
Try syncing Polar Loop manually: go to Devices in the Flow app and select Sync.
Close the Flow app so that itâs no longer running in the background, then open it again.
Switch Bluetooth off and on again on your phone.
If the issue continues
If the quick troubleshooting steps didnât solve the issue, continue with the steps below. These steps take a little more time. Try syncing again after each step.
To restart the device:
Make sure the device is NOT plugged in to charge.
Using a pin, briefly press the restart/reset button.
Shortly after you release the button, all LEDs will turn off for a few seconds. They will then illuminate briefly, after which the four red LEDs will light up one at a time in a repeating clockwise sequence.
After restarting:
The repeating red LED pattern indicates that you need to sync your device with the Flow app. Restarting resets the device's date and time settings to their default values. Syncing restores the correct date and time and ensures that your sleep and activity data accumulate correctly.
To sync manually, go to Devices in the Flow app and select Sync. If the sync doesnât start, close the Flow app so that itâs no longer running in the background, then open it again and try syncing again.
To remove the existing Bluetooth pairing between your device and phone, reset Polar Loop to factory settings by briefly pressing the restart/reset button with a pin while the device is plugged in to charge.
After a factory reset, Polar Loop is unpaired from your phone but may still appear in the phoneâs list of paired Bluetooth devices. If itâs still listed, remove it before setting up the device again:
iOS: Go to Settings > Bluetooth > tap âiâ next to Polar Loop > Forget This Device.
Android: Go to Settings > Bluetooth > tap the cogwheel icon next to Polar Loop > FORGET.
Follow the instructions in the Flow app to set up your device again. NOTE: Do NOT use your phoneâs Bluetooth menu to pair the device.
- Remove the existing Bluetooth pairing between your device and phone as described in the Reset your device to factory settings and set it up again section (steps 1 and 2).
- Turn off Bluetooth on your phone.
- Sign out of the Flow app and uninstall it from your phone.
- Restart your phone.
- Turn Bluetooth back on.
- Install the Flow app again from the App Store or Google Play and sign in to your Flow account.
- Follow the instructions in the Flow app to set up your device again. NOTE: Do NOT use your phoneâs Bluetooth menu to pair the device.
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