Email Support - Medical

Support v060918

Technical Support request

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General Question(s) or Device Related?
Select Device
O2 Vibe Questions / Issues
Performance Monitor (BM-88) Questions / Issues
O2 Vibe Cloud Instructions: Click Here (PDF)
Performance Monitor Cloud Instructions: Click Here (PDF)
Try the following:
1. Please fully charge your Performance Monitor using the USB charging cable included with your device
It is best to charge fully before using. The Performance Monitor doesn't require as frequent charging as it will last for approximately 30 days on a single charge since it isn't recording all night. A replacement USB cable may be purchased at our website: Replacement Cable
It is best to charge fully before using. Use the USB cable provided. It is best to charge the O2 Vibe using the USB port on a computer or tablet rather than a wall charger. A replacement USB cable may be purchased at our website: Replacement Cable
We apologize for the problem with your Thumb Sensor. A new Sensor will be shipped to you. If your device is still within the Warranty period, the replacement is free of charge.
Please share the following so we can troubleshoot the issue:
1. On your BodiMetrics mobile app under Menu -> About menu what is the version?
2. On your Performance Monitor under Settings -> About (arrow down to last page) what version of software are you running?
3. Are you syncing your records to the cloud?
Tip: Please try to download the latest BodiMetrics app from Google Play of iTunes if you are using an older version of our mobile app.
A Firmware Update MAY be required. Show steps?
- Yes
Please try to reset your device by holding the Home button (ON/OFF) down for a minimum of 10 seconds. Turn back ON and sync to your BodiMetrics app. See if this resets the time and if you continue to see a "out of sync" time over the next week. Should it continue we will replace your device.
1. Downloaded the latest BodiMetrics (not BodiMetrics Plus) app from Google Play or iTunes?
2. Also, once you have done this please turn OFF your Performance Monitor by holding down the Home button for 5 seconds.
3. Next, turn your device back ON, but pressing the Home button again for 1-2 seconds.
4. Navigate to second page of menu icons and Tap Bluetooth icon
5. Open your BodiMetrics app
6. Go to bottom of menu and select Device Update
7. This will take about 5-10 minutes so don't use your phone during update as it may terminate the update prematurely
8. Once complete you can check the version on your Performance Monitor by going to Settings -> About (last menu item under Settings)
We apologize for the problem with your device. A new one will be shipped to you. If your device is still within the Warranty period, the replacement is free of charge.
Please try a couple of trouble shooting steps:
1. Please make sure your Performance Monitor is fully charged
2. Next, please do a Factory Reset on the device under Settings on the second page of Menus
3. Try again to update the firmware using the latest BodiMetrics app from iTunes or Google Play
Do you still get the same error? If so, please provide your shipping address and we'll send a new device and return label. You can use the same box with the return label to ship back to us for testing.
We apologize for the problem with your device. A new one will be shipped to you. If your device is still within the Warranty period, the replacement is free of charge.
Please share the model of phone and version of OS (e.g. Android or iOS) you are running.
1. Open your O2 Vibe mobile app (be sure you have that app and not one of our other apps like BodiMetrics or BodiMetrics Plus)
2. Please select Me from your O2 Vibe menu, you do not have to be connected to your O2 Device.
3. Next select My Account by tapping on it
4. A new window will open and ask for you to sign in or...
You may find the Performance Monitor guide Here (PDF) If you have other questions, please enter them in the space provided below. Thank you!
You may find the O2 Vibe guide Here (PDF) If you have other questions, please enter them in the space provided below. Thank you!
Shipping Address
Please provide your mailing address so we may ship a replacement part to you.
Date of Purchase*
DD slash MM slash YYYY
Where did you purchase your Device?*
Other (please specify)*
What is your purchase Order number?
Other Information
What are your questions / issues?

Support v060918

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