Support instructions for sensors

General instructions

1. Please make sure your issue is not covered in the Frequently asked questions

2. Please make sure to use the latest version of the SensorManager (opens new window) and Sensor Firmware in order to benefit from the continual improvements developed for our sensors.

3. Various error cases are possible with the sensors, which must be handled differently. Below specific problems are listed.

Specific Problems

SensorManager displays a sensor error

Please send us the error report generated by SensorManager. Don’t forget to include your email address when submitting the error report so that our support team can contact you.

Sensor does not stop vibrating

Please contact our support team.

Sensor flashes unusually

The movisens sensors are equipped with a multi-colored LED to show their operating status. The normal status is shown as followed:

Status-LED	Meaning
Flashing red (once per second)	The sensor is active and records data
Flashing red slowly (every two seconds)	Delayed recording active
Flashing green	The sensor is connected to a PC or a charger. The battery is fully charged.
Flashing blue	The sensor is connected to a PC or a charger. The battery is actually being charged.
Flashing magenta	The sensor is active and records data. It is connected to a charger. The battery is actually being charged.
Flashing yellow	The sensor is active, records data. It is connected to a charger. The battery is fully charged.
No LED active	The sensor is inactive or the measurement is paused because of low battery.

If the sensor flashes fast (3 time per second) or cyan (green and blue) or white, or the LED lights up permanently, an error occurred. There is also a problem if the sensor flashes repeatedly in different colors one after the other.

Status-LED	Meaning
Flashing red (3 times per second)	An Error occurred. Reset sensor. This function can be found in the start menu under the movisens Sensor Manager folder. The LED will flash all colors (blue, red, green) when it is reset.
Flashing white (3 times per second)	A wrong firmware is installed. Please contact our support team.
LED permanent green	No firmware is installed. Please contact our support team.

If the problem is not solved, you can try if the sensor is recognized by SensorManager and if an error report is generated. Please include your email address when submitting the error report so that our support can contact you.

Sensor is not recognized by the system

The sensor is connected and blinks normally, but does not show up as "Sensor" in the Device Manager under "USB Devices".

• Please rule out that it is due to the USB connection.
  • Replace cable
  • Replace cradle
  • Clean contacts
  • Change USB port
  • Change USB hub
• Please rule out that it is due to the PC
  • Try a different PC

If the sensor is still not recognized, please contact our support team.

Sensor is not recognized by SensorManager

The sensor appears in the Device Manager, but is not opened by the SensorManager. If you have installed the newest version of SensorManager (opens new window) and the sensor is still not recognized, please contact our support team.

Data cannot be downloaded

There is a measurement on the sensor. When downloading, the SensorManager shows an error. Please send us the error report generated by SensorManager. Don’t forget to include your email address when submitting the error report so that our support team can contact you.

• Please rule out that it is due to the USB connection.
  • Replace cable
  • Replace cradle
  • Clean contacts
  • Change USB port
  • Change USB hub
• Please rule out that it is due to the PC
  • Try a different PC

If the data can’t still be downloaded, please contact our support team.

Sensor has stopped measurement prematurely

If the actual measuring duration does not correspond to the set measuring duration, this is detected by the SensorManager. Please send us the error report generated by SensorManager. Don’t forget to include your email address when submitting the error report so that our support team can contact you.

If the measuring duration does not correspond to the expectation, but the SensorManager does not offer an error report, the measurement was stopped or the measuring duration was set incorrectly by mistake. Please download the measurement data and look at the signal StateOfCharge. If the value is at 10% at the end, the sensor was stopped because the battery was empty.

If the problem is not solved, please contact our support team.

Sensor has not started measurement

The sensor was started with the SensorManager, but did not record anything.

If "Start measurement when put on" was selected, please replace the chest strap.

Start a test measurement and pay attention to the following points

• The sensor is fully charged
• The start delay is entered correctly
• The sensor flashes red after the start

If the sensor still does not start properly, please contact our support team.

Sensor cannot be found via Bluetooth

The sensor is not shown in the movisensXS App. Please try the following steps:

• Stop measurement
• Restart smartphone
• Reset sensor
• Open the sensor with SensorManager and install newest firmware

If the problem persists, please contact our support team and send us the logfiles.

movisensXS cannot connect to sensor

The sensor is shown in the movisensXS app but a connection cannot be established

• Restart smartphone
• Reset sensor
• Open the sensor with SensorManager.
• Install newest firmware

If the problem persists, please contact our support team and send us the logfiles.

Log Files

In order to send us the log files that are created by the movisens SensorManager follow theses steps:

1. These logs are generated on the PC that the sensor is connected to with SensorManager running.
2. To access the logs directory, enter %temp%\movisens in the Windows Explorer address line; for SensorManager version 1.15.0 or newer enter %homepath%\movisens\log.
3. There are two types of files we require - *_SensorManager.log and *_sensor_log_*.txt.
4. Zip the files and email them to us together with the error description.