Troubleshooting TRACKR HEART RATE

If the sensor is unresponsive (no LEDs)...

Before first use --

  • Wake the sensor for first use by connecting the sensor to its charging cable and a power source. Then moisten the skin contact pads and install snugly on your chest, centered on the base of your sternum, below your pectoral muscles.

Any other time --

  1. Moisten the skin contact pads and install snugly on your chest, centered on the base of your sternum, below your pectoral muscles.
  2. If unresolved, connect the sensor to its charging cable and a power source.
  3. If unresolved, gently clean the contacts of the sensor and sensor-end of the charging cable with isopropyl (rubbing) alcohol and fully dry them before trying again.
  4. If unresolved, try another confirmed functional power source (charging block).
  5. If unresolved, try another compatible charging cable.
  6. If unresolved/unavailable, contact our support team with
    1. a description of the issue and what you've tried,
    2. your proof of purchase or Wahoo order number,
    3. your contact phone number
    4. your email address, and
    5. your preferred shipping address

If the sensor isn't charging...

  1. Gently clean the contacts of the sensor and sensor-end of the charging cable with isopropyl (rubbing) alcohol and fully dry them before trying again.
  2. If unresolved, try another confirmed functional power source (charging block).
  3. If unresolved, try another compatible charging cable.
  4. If unresolved/unavailable, contact our support team with
    1. a description of the issue and what you've tried,
    2. your proof of purchase or Wahoo order number,
    3. your contact phone number
    4. your email address, and
    5. your preferred shipping address

If you aren't seeing heart rate data in your app / on your GPS cycling computer...

  1. Moisten the skin contact pads and ensure the sensor is installed snugly on your chest, centered on the base of your sternum, below your pectoral muscles.
  2. Confirm the sensor has an LED response to being installed. If not, see If the sensor is unresponsive (no LEDs)...
  3. If the unit is responsive, ensure that your TRACKR HEART RATE is paired to the app / GPS cycling computer you are using and (if your app / computer allows data source selection, like in the Wahoo app), select the TRACKR HEART RATE as the source for heart rate data for that activity's profile.
  4. If unresolved, delete and re-pair the sensor to your app or GPS cycling computer.
  5. If unresolved, try turning off your cycling computer or phone and in the process, toggling off your bluetooth for more than 10 seconds using your phone's system bluetooth settings.
  6. If unresolved, contact our support team for further assistance.
    1. Please note, if the sensor's LEDs are functioning, it will be broadcasting heart rate data, and so this will be an app or phone settings issue.

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