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Integration Troubleshooting Guide

This guide helps you resolve common issues with health aggregator and device integrations. Your coach uses this data to monitor your performance and workouts, so maintaining proper connections is important.
Based on integration best practices from Terra’s debugging guide and platform-specific requirements.

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Quick Diagnostics

Before troubleshooting, verify:
1

Check Source App

Open the native app (Garmin Connect, Fitbit, etc.) and verify:
  • Recent data is visible
  • Device synced today
  • No error messages
2

Verify Cloud Sync

Log into the web dashboard:If data appears online, the issue is likely between the cloud and GymLive.
3

Check GymLive Status

In GymLive app:
  • Settings > Integrations
  • Verify “Connected” status
  • Note any error messages
  • Try pull-to-refresh

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Common Issues & Solutions

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1. Wrong Account Connected

This happens more often than you’d think! Many users have multiple accounts or family members’ devices linked.
Verify Fitbit User ID:
  1. Open Fitbit app
  2. Tap profile picture (top left)
  3. Tap your display name
  4. Select “Personal”
  5. Scroll to bottom for User ID
  6. Compare with GymLive connected account
Fix: Disconnect and reconnect with correct account

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2. Platform-Specific Setup Issues

Issue: Data shows in Garmin Connect but not GymLiveSolutions:
  1. Force sync in Garmin Connect:
    • Mobile app: Pull down from top
    • Wait for sync circle to complete
  2. Check web dashboard:
    • Visit connect.garmin.com
    • If data missing there, device hasn’t synced to cloud
    • If present, wait 1-2 minutes and refresh GymLive
  3. Common delays:
    • First sync: Up to 1 hour
    • Normal sync: 5-20 minutes
    • GPS activities: May take longer
Issue: Data only syncs when app is openSolutions:
  1. Battery settings:
    • Settings > Battery
    • Turn OFF Low Power Mode
  2. Background App Refresh:
    • Settings > General > Background App Refresh
    • Ensure GymLive is ON
    • Ensure master toggle is ON
  3. Force refresh (requires iOS SDK 1.6.12+):
    • Contact support for manual backfill
    • If data comes through, background delivery issue confirmed
Issue: 30-60 minute delays commonSolutions:
  1. Manual sync:
    • Open Google Fit app
    • Pull down in journal tab
    • Wait for sync animation
  2. Known limitations:
    • Google API delays are normal
    • First sync may take up to 2 hours
    • Some data types have longer delays
  3. Improve reliability:
    • Keep Google Fit app active daily
    • Connect via Health Connect instead (Android 14+)

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3. Health Connect (Android) Issues

Health Connect is still evolving and has known platform bugs. These issues are outside GymLive’s control.
Common Problems:
  1. Samsung Health not syncing to Health Connect:
    • Must enable via Samsung Health > Settings > Health Connect
    • NOT via phone Settings > Apps
    • Tap “Sync now” and wait 2-3 minutes
  2. Apps can’t write to Health Connect:
    • Platform bug requiring Health Connect reinstall
    • Clear Health Connect cache
    • Re-grant all permissions
  3. Before going live (developers):
    • Must apply for Google permissions
    • Use this form
    • Specify all data types needed

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4. Data Not Syncing

Follow this diagnostic flow:

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5. Missing Historical Data

Integration Limits:
  • Most platforms: 30 days historical max
  • First sync: May miss older data
  • Deleted data: Won’t sync retroactively
  • API restrictions: Some platforms limit historical access
Platform-Specific:
  • Fitbit: 30 days on initial connection
  • Apple Health: All data with proper permissions
  • Google Fit: Limited historical windows
  • Garmin: 30 days typical limit

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6. Authentication Issues

Symptoms: Previously working integration stopsFix:
  1. Settings > Integrations
  2. Select affected platform
  3. Tap “Reconnect”
  4. Re-authenticate
  5. Grant all permissions again

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Live Device Connection Issues

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Bluetooth Troubleshooting

  1. Enable broadcast mode on device
  2. Check Bluetooth:
    • Turn off/on phone Bluetooth
    • Unpair device if previously paired
    • Restart both devices
  3. Reduce interference:
    • Move away from other Bluetooth devices
    • Avoid 2.4GHz WiFi routers
    • Test in different location
Causes:
  • Low battery (keep above 30%)
  • Distance too far (stay within 5m)
  • Phone sleeping (disable battery optimization)
  • Interference from other devices
Fix: Address each cause systematically
Optical sensors (wrist):
  • Tighten band (snug but comfortable)
  • Clean sensor window
  • Move higher on wrist
  • Allow 2-3 minute warm-up
Chest straps:
  • Wet electrodes thoroughly
  • Check positioning (below pectorals)
  • Replace battery if >1 year old
  • Clean contacts monthly

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Watch App Issues

App crashes:
  1. Force stop: Settings > Apps > GymLive > Force Stop
  2. Clear cache (not data)
  3. Update Wear OS system
  4. Reinstall if persistent
Not syncing:
  • Check phone app is running
  • Verify Bluetooth connected
  • Disable battery optimization
  • Sign out/in on both devices

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Performance Optimization

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Battery Life Tips

Devices

  • Charge before workouts
  • Disable unused features
  • Update firmware regularly
  • Use power saving modes wisely

Apps

  • Allow unrestricted battery use
  • Keep apps updated
  • Close unused background apps
  • Enable airplane mode if not needed

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Sync Reliability

Best Practices:
  1. Daily routine: Open apps in morning
  2. Post-workout: Manual sync within 30 min
  3. Weekly: Check integration status
  4. Monthly: Review permissions

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When to Contact Support

Contact GymLive support if:

Persistent Issues

  • Problem persists after all troubleshooting
  • Error messages you don’t understand
  • Data loss or corruption
  • Integration shows “Error” status
  • Coach reports missing data
Before contacting support, gather:
  1. Screenshots of error messages
  2. Integration status screens
  3. Native app sync status
  4. Device model and OS version
  5. Time of last successful sync

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Prevention Tips

1

Regular Maintenance

  • Update all apps monthly
  • Check integration status weekly
  • Clean device sensors
  • Replace batteries annually
2

Consistent Habits

  • Sync devices same time daily
  • Charge devices overnight
  • Keep apps running in background
  • Don’t force close apps
3

Monitor Changes

  • Note app update changes
  • Review permission requests
  • Check for platform announcements
  • Update payment methods if needed

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Platform Status Pages

Check for known issues:
Integration issues often resolve themselves within 24 hours due to temporary platform problems. If urgent, try alternative connection methods.