Armband Troubleshooting

Advantage vs Core Images

1. Armband Software Help Click Here (For Drivers, Tools, etc)

2. User Guides: Armband | Display Device
3. Armband Names Explained
1. BodyMedia- the manufacturer of the armband hardware (works with dotFIT program)
2. BodyMedia Fit - the manufacturer's brand (works with dotFIT program)
3. Core - the latest version of the armband, slightly smaller than the previous (works with dotFIT
program)
4. Advantage - the previous version of the armband (works with dotFIT program)
5. Exerspy - dotFIT's private labeled Advantage armband. (works with dotFIT program)
6. Link - with bluetooth (Currently does not work with dotFIT program)
4. Digital Display Sync Steps
1. Doesn’t sync to armband.
2. Hold all 4 buttons down on display and after it restarts, try to sync again.
3. Make sure armband has gone ‘on-body’ (beeped after putting it on) before attempting to sync
display device to armband.
4. Upload the armband so you don’t lose any data. Then run a firmware upgrade
at www.dotfit.com/software and then upload the armband again to get data onto it and then try to
sync the display device to the armband after wearing it and it going on-body.
5. Display Device doesn't turn on. The battery is most likely dead.
1. Replace with coin-cell battery (CR-2032) and #0 size Phillips head screwdriver
6. How To Video Tips
1. How to add an armband for EXISTING Members
http://www.youtube.com/watch?v=jFZOYrb7gTI
2. How to set up connect an armband for NEW Members:
http://www.youtube.com/watch?v=eQcV_t0EPr0
3. How to use the program to maximize success
http://www.youtube.com/watch?v=Q5AMPKzdzAY
4. How to pop the device out of the armband strap. See steps below.

1.
1. Hold the armband device upward, with the text right-side up and the light
facing toward you.
2. Grasp the armband device firmly with one hand on each side and your
thumbs placed on the front of the armband device.
3. Press firmly with your thumb on the right side of the armband device,
pushing it toward the left. The armband device should detach from the strap.
If it doesn't, apply slightly more pressure until it pops out of place.
1. Exerspy > Windows/PC
2. What version of Windows does the program run on?
1. Windows XP, Vista, Windows 7, Windows 8
3. What browsers are supported by the program?
1. Firefox (All versions are supported)
2. Internet Explorer (IE) 8, 9, 10
4. BodyMedia SYNC Program
1. If you have this installed, it sometimes causes a conflict with being able to upload properly on
dotFIT. The BM SYNC program opens as soon as you plug the armband in. This doesn't upload
to dotFIT but instead to BodyMedia directly.
2. Fix: If you aren't using the BodyMedia SYNC then Uninstall BodyMedia SYNC program.
1. Go to your Control Panel > Uninstall Program > BodyMedia SYNC > Select Uninstall
2. After uninstalling do a full restart then try to upload on dotFIT > My Program > Body
Sensor.

5. Message: Webthink.Exerspy.WinFormClient has encountered a problem and needs to close. (Note:

this will erase any existing data on the armband)
1. Run Armband Reset Wizard http://downloads.bodymedia.com/BodyMediaArmbandReset.exe
6. Message: WebThink.ExerSpy.WinFormClient has stopped working
1. 1. Unplug the armband from the computer.
2. Hold the armband button down for 25 seconds.
3. Plug the armband back in and try to upload.
2. If that still didn't work. Please run Armband Reset Wizard
http://downloads.bodymedia.com/BodyMediaArmbandReset.exe (Note: this will erase any
existing data on the armband)

3. If even after the Armband Reset Wizard has ran, but the application continues to crash, look to
see if you have the “BodyMedia SYNC” software program and uninstall it. Do a full restart of
the computer. Then try to upload again on dotFIT.com > My Program.
7. Firefox showing this popup window when clicking on “my program”
 1.
2. The Microsoft .NET Framework Assistant add-on for Firefox is not installed or is not enabled.
1. Please install by going to this link: www.dotfit.com/firefox
2. Restart Firefox after installation
3. Reminder to check Add-Ons to make sure it’s “Enabled” after installing the Add-on in
Extension
4. Finally go back to www.dotfit.com > My Program > Body Sensor and click Upload
Data again.
8. Can’t Sync Display Device at all
1. First try to Upload your Armband
2. Second go to www.dotfit.com/software and Run Firmware upgrade for Windows.
3. Third Upload Armband again even with no data to the web site.
4. Finally sync Display Device to the Armband (make sure to wait until armband “beeps” before
trying to sync display to armband).
1. Tip wear the Armband on your arm then try to sync it to Display Device.
9. If Display Device syncs and then goes out of sync frequently, then it's a battery problem.
1. Replace with coin-cell battery (CR-2032) and #0 size Phillips head screwdriver
2. Remove 4 small screws from the backplate with size #0 Phillips head screwdriver
3. The expected life of this battery under normal use is 6-12 months
4. More Display Troubleshooting Tips from the manufacturer
1. http://www.bodymedia.com/Support_Partner/BodyMedia-FIT-Display-
Troubleshooting
10. “Armband not found” error or “Device Driver Could Not be Installed” - For Advantage Armband
Only Follow these directions to install drivers for the armband

1. Click on "Start" on your lower left screen.

2. Right Click on "Computer"
3. Select "Manage"
4. Once the Computer Management window opens click on ‘Device Manager’
5. Look for anything that contains "Body Media" and a yellow triangle with an exclamation point
like this: This means that the hardware driver didn't install properly for that particular
hardware
6. Right click on it and chose to 'Update Driver Software', Then choose the Automatic method and
wait for it to pull the driver down.
1. NOTE: If you don’t see any yellow exclamation point symbols. Try the USB port on
the back of their computer instead. Sometimes the front ones don’t have enough power
to trigger the notice in device manager.
2. If you have your Windows Updates turned off and it says it cannot install the driver
software, then you need to go to www.dotfit.com/software and download the Armband
Driver Package manually.
3. Unzip this folder onto your Desktop. The folder name will be ‘Driver Package’
4. Next go back to the ‘Device Manager’
1. Right Click on the yellow exclamation point/question mark then choose to
‘Update Driver Software'
2. Choose to browse your computer for the software driver
3. Go to Desktop and find the 'Driver Package’ folder and click ‘OK'
4. After you have done that successfully, you should be able to upload your
armband data correctly when you log back into www.dotfit.com
5. If the same error occurs. Unplug the armband, Restart your computer and try
again. Driver may install after restart.
7. After it installed properly, it will look like this, under Ports (in Device Manager):

1.
11. “Armband Not Found” Error on Windows 7 and Core Armband
1. For Core Armband Only: When you plug in the armband and it starts trying to find the driver
there is a balloon at the bottom/right of the box, click on it and change it to automatic. Driver
upload section of Windows set to Manual instead of Automatic.
2. Enable “automatic driver installation/update”
3. Click Start/Windows symbol (lower, left hand corner)
4. Right click on Computer
5. click on Properties
6. click on Advanced System Protection
7. click on the Hardware tab
8. click the Device Installation Settings button and you will see 2 options - choose the option
listed “Yes, do this automatically (recommended)”
9. click “Save Changes”
10. After that you will see the drivers being installed.
1. If it does not work with Windows Updates (automatic settings that were just enabled)
then we have to manually install the drivers from the BodyMedia Sync software
installer. Download and install at: https://s3.amazonaws.com/bm-website-
content/downloads/sync/win/BodyMediaSync-2.3.1.102-20130109.exe and after the
installation is completed, plug the armband in and it should install the drivers
properly. After testing successfully by uploading the armband to the dotFIT Program,
uninstall/remove the BodyMedia Sync software as it may interfere with normal
uploading of the armband to the dotFIT Program.
12. “Error updating time and time zone” error message - What happens when the message is “This program
may not have installed correctly?”
1. Keep armband plugged into computer.
2. Run “Armband Reset Wizard” at www.dotfit.com/software
3. Armband Reset Wizard (Warning this will clear out any existing data you have on the armband
but it will fix the problem)
1. http://downloads.bodymedia.com/BodyMediaArmbandReset.exe
2. After installing, you may get an error message that reads, "it appears this program
didn't install correctly, try reinstalling using recommended settings", if so, just cancel
this message, it is not needed.
3. After it has successfully installed. Try to upload again.
4. You will also get the message about re-associating the armband. Click Yes to this
message..
13. Updating Clock on display device to set correct Time Zone in the Fitness Program
1. Program > Settings > Personal Stats > Edit
2. Then Upload your armband so that it updates the armband.
3. Finally sync your Display Device with your Armband.
14. "Error opening device = Server Comm"

1.
2. Try to restart the router or wait a few minutes and try again. If that still didn't help try a different
internet connection. This error is typically caused by an unstable internet connection.
3. Computer that is being used to upload from has a firewall that is blocking the program from
communicating with the armband through the internet. This occurs in certain businesses,
hospitals, banks, schools, etc. where internet security is higher
15. "Error = Device Comm"
1. Typically, moving the usb cable to a different usb port and waiting a few seconds fixes it.
2. If not, restart the computer with the armband device unplugged and plug it in when fully
restarted.
3. If that still doesn’t work then it’s a firewall issue or bad ports on the computer.
4. Else if all of those still don’t work
5. Run Firmware Upgrade Wizard
http://downloads.bodymedia.com/BodyMediaArmbandReset.exe
6. Run Armband Reset Wizard /sites/63/files/bm/BodyMediaFirmwareWizardV8.04.17-9.02.23-
10.03.19-11.00.07.zip
16. Error saying "No Data Found" even after wearing the device.
1. First step is to try to upload again. Make sure you see Hello and your name on the popup
window.
2. If you still experience “No Data Found” and you have been wearing them the armband
1. Hold the armband button down for 30 seconds
2. While holding the armband button down, plug the armband in, then let go of the button
 3. Run the Armband Firmware Upgrade www.dotfit.com/software
4. Next Upload the armband (no data will still show on the upload utility)
5. Finally wear the armband for an hour then try to upload again after wards.
1. If still no data message, you need to send the armband back to the corporate
office for further testing and RMA process (possibly a bad armband or it went
bad and needs to be replaced, if further testing does not fix issue) as long as
armband was purchased less than a year ago (1 year warranty)
17. When I clicked on “Upload Data” it didn’t do anything. No popup came up for the armband client.
1. Have them go to this link http://www.dotfit.com/verify
2. If you are using Firefox:
1. Most likely Microsoft .NET Framework Assistant add-on is not installed
2. Please install it here: www.dotfit.com/firefox
18. "Error = Application cannot be started"
1. Go to www.dotfit.com/verify to see if .NET framework not installed or needing to be
updated.
2. For Firefox users, go to www.dotfit.com/firefox to download Microsoft .Net Framework
Assistant add-on
3. Restart firefox
4. If user attempts to upload and still gets the message “Application cannot be started,” the .NET
framework add-on is likely disabled
5. To enable it, click on Tools in the Menu Bar then Add-ons OR if you don’t have the menu bar,
click the Firefox drop down menu and click Add-on. Find Microsoft .NET Framework assistant
in either Add-ons or Extensions
6. If Disable appears, click Enable.
19. "Error opening device = access denied"
1. Restart the PC or try another USB port
2. If either of those still don’t work
3. Go to www.dotfit.com/software
1. Run the Armband Reset Wizard then Upload even without data.
2. Finally Wear the Armband for an hour and try to upload again.
20. “Sorry, An unexpected error occurred” when trying to upload.

1.
2. Try these steps:
1. Try a different USB port
2. If that doesn’t work, restart computer
3. If is having problems with client crashing and you have the BodyMedia Sync
application installed on their machine.
4. Uninstall the BodyMedia Sync and restart their computer. Then go back to dotFIT.com
> My Program > Body Sensor and Upload Data again.
21. Error - “Webthink stopped working” - Armband Upload Utility program needs to be deleted and
reinstalled
1. Go to this folder and delete it:
If that folder is not viewable, go to Control Panel and then go to Folder Options and then to the
View tab:
2. Change so it has Show Hidden files and folders selected and then click OK and find the 2.0 folder
from above and delete it.
Then reinstall by clicking on the Upload Data button again and it will reinstall the application.
1. Exerspy > Mac
2. What Mac OS Version does the program and client support?
1. Mac OS X 10.5 or later with an Intel processor:
1. 10.5+ = Leopard
2. 10.6+ = Snow Leopard
3. 10.7+ = Lion Lion
4. 10.8+ = Mountain Lion
5. 10.9+ = Mavericks
6. 10.10+ = Yosemite
3. What Mac browsers are supported?
1. Safari
2. Firefox
3. Chrome
4. In the box instructions it say go to your My Dashboard where do I go?
1. Make sure you login to www.dotfit.com
2. Then click My Program
3. Then Body Sensor
4. Click Install Software. It will download to your Mac’s Downloads folder.
 1.
5. Click on it to Run the installer.
6. Enter your Mac username/password to install the application.
7. When prompted Enter your dotFIT Username and Password to upload armband data.
5. ‘Armband Not Found’ Error Only
1. Simply unplug the armband and restart the mac. That will typically fix this issue.
2. Possibility that user recently upgraded to Mountain Lion - know issue that it breaks the software
if you upgrade to Mountain Lion and when trying to upload you receive an error “Armband not
found”. Currently no fix for this, user has to upload using a different Mac or a PC. The upgrade
broke our software.
6. Mac user can’t sync armband getting ‘Security Violation’ Error Only
1. Restart Mac with armband unplugged then log back into dotfit.com > my program. That
typically resolve this issue. Just needed a restart.
7. If you are seeing “Security Error” message or “Armband not found” errors
1. Unplug armband and do a Full Restart of the Mac
8. Directions to fully uninstall armband upload utility software (if software is not working):
1. Remove armband from Mac.
2. Delete the “BodyMediaUSB.kext” file on the Mac Hard Drive
3. Click on “Macintosh HD” icon on the desktop
1. If you can’t see Mac Hard Disk on the desktop…
2. Go up to “Finder” at the top left of the desktop, then click on “Preferences”, then click
on “Sidebar”, then in “Devices”, make sure “Hard Disks” is checked.
4. Navigate to the following file through the folders:
/System/Library/Extensions/BodyMediaUSB.kext
5. Using the “Finder”, search for all instances of the word exerspy and drag ALL of them to the
trash; empty all items from trash.
6. Manually restart the Mac.
7. Rerun the Installer again.
8. Allow the Mac to restart as installer requests
9. After restart, plug the armband back in, go back to the program and “Upload Data” as normal
10. Mac user using Safari uploaded but can’t see data. Everything went through ok.
1. www.dotfit.com/silverlight
11. Check to make sure user has silverlight installed. uninstall and reinstall if needed. If it still
doesn’t work then recommend Firefox.
1. If that doesn’t work, uninstall Silverlight and Firefox, reinstall both.
9. Mac error when trying to install software, "Your security preferences allow installation of only apps
from the Mac App Store and identified developers."
1. There is a setting on Macs to allow 3rd party software to be installed. This setting is set to not
allow that and that is why it is blocking our software from being installed. You have to change
that setting to allow 3rd party software.
2. Go to the Apple on top left and then go to System Preferences, then go to Security and Privacy,
click on the General tab.
3. “Click the lock to make changes” Click to unlock (you will need your Mac username and
password) then in the lower section you will see text that reads, “Allow Applications downloaded
from…” and you need to have the option for “Anywhere” selected.
4.

5. Either Save or Close the Window and that should allow you to install the exerspy upload utility.