{"id":9174,"date":"2019-05-01T14:07:17","date_gmt":"2019-05-01T18:07:17","guid":{"rendered":"http:\/\/bodimetrics.com\/staging\/?page_id=9174"},"modified":"2019-05-01T14:07:18","modified_gmt":"2019-05-01T18:07:18","slug":"support-guide","status":"publish","type":"page","link":"https:\/\/bodimetrics.com\/staging\/support-guide\/","title":{"rendered":"Support Guide"},"content":{"rendered":"<div class=\"wpb-content-wrapper\">[vc_row][vc_column]<script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\nvar gform;gform||(document.addEventListener(\"gform_main_scripts_loaded\",function(){gform.scriptsLoaded=!0}),document.addEventListener(\"gform\/theme\/scripts_loaded\",function(){gform.themeScriptsLoaded=!0}),window.addEventListener(\"DOMContentLoaded\",function(){gform.domLoaded=!0}),gform={domLoaded:!1,scriptsLoaded:!1,themeScriptsLoaded:!1,isFormEditor:()=>\"function\"==typeof InitializeEditor,callIfLoaded:function(o){return!(!gform.domLoaded||!gform.scriptsLoaded||!gform.themeScriptsLoaded&&!gform.isFormEditor()||(gform.isFormEditor()&&console.warn(\"The use of gform.initializeOnLoaded() is deprecated in the form editor context and will be removed in Gravity Forms 3.1.\"),o(),0))},initializeOnLoaded:function(o){gform.callIfLoaded(o)||(document.addEventListener(\"gform_main_scripts_loaded\",()=>{gform.scriptsLoaded=!0,gform.callIfLoaded(o)}),document.addEventListener(\"gform\/theme\/scripts_loaded\",()=>{gform.themeScriptsLoaded=!0,gform.callIfLoaded(o)}),window.addEventListener(\"DOMContentLoaded\",()=>{gform.domLoaded=!0,gform.callIfLoaded(o)}))},hooks:{action:{},filter:{}},addAction:function(o,r,e,t){gform.addHook(\"action\",o,r,e,t)},addFilter:function(o,r,e,t){gform.addHook(\"filter\",o,r,e,t)},doAction:function(o){gform.doHook(\"action\",o,arguments)},applyFilters:function(o){return gform.doHook(\"filter\",o,arguments)},removeAction:function(o,r){gform.removeHook(\"action\",o,r)},removeFilter:function(o,r,e){gform.removeHook(\"filter\",o,r,e)},addHook:function(o,r,e,t,n){null==gform.hooks[o][r]&&(gform.hooks[o][r]=[]);var d=gform.hooks[o][r];null==n&&(n=r+\"_\"+d.length),gform.hooks[o][r].push({tag:n,callable:e,priority:t=null==t?10:t})},doHook:function(r,o,e){var t;if(e=Array.prototype.slice.call(e,1),null!=gform.hooks[r][o]&&((o=gform.hooks[r][o]).sort(function(o,r){return o.priority-r.priority}),o.forEach(function(o){\"function\"!=typeof(t=o.callable)&&(t=window[t]),\"action\"==r?t.apply(null,e):e[0]=t.apply(null,e)})),\"filter\"==r)return e[0]},removeHook:function(o,r,t,n){var e;null!=gform.hooks[o][r]&&(e=(e=gform.hooks[o][r]).filter(function(o,r,e){return!!(null!=n&&n!=o.tag||null!=t&&t!=o.priority)}),gform.hooks[o][r]=e)}});\n\/* ]]> *\/\n<\/script>\n\n                <div class='gf_browser_gecko gform_wrapper gform_legacy_markup_wrapper gform-theme--no-framework' data-form-theme='legacy' data-form-index='0' id='gform_wrapper_10' style='display:none'><div id='gf_10' class='gform_anchor' tabindex='-1'><\/div>\n                        <div class='gform_heading'>\n                            <h3 class=\"gform_title\">Support v060918<\/h3>\n                            <p class='gform_description'>Technical Support request<\/p>\n                        <\/div><form method='post' enctype='multipart\/form-data' target='gform_ajax_frame_10' id='gform_10'  action='\/staging\/wp-json\/wp\/v2\/pages\/9174#gf_10' data-formid='10' novalidate>\n                        <div class='gform-body gform_body'><ul id='gform_fields_10' class='gform_fields top_label form_sublabel_below description_below validation_below'><li id=\"field_10_1\" class=\"gfield gfield--type-name field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label gfield_label_before_complex' >Name<\/label><div class='ginput_complex ginput_container ginput_container--name no_prefix has_first_name no_middle_name has_last_name no_suffix gf_name_has_2 ginput_container_name gform-grid-row' id='input_10_1'>\n                            \n                            <span id='input_10_1_3_container' class='name_first gform-grid-col gform-grid-col--size-auto' >\n                                                    <input type='text' name='input_1.3' id='input_10_1_3' value=''   aria-required='false'     \/>\n                                                    <label for='input_10_1_3' class='gform-field-label gform-field-label--type-sub '>First<\/label>\n                                                <\/span>\n                            \n                            <span id='input_10_1_6_container' class='name_last gform-grid-col gform-grid-col--size-auto' >\n                                                    <input type='text' name='input_1.6' id='input_10_1_6' value=''   aria-required='false'     \/>\n                                                    <label for='input_10_1_6' class='gform-field-label gform-field-label--type-sub '>Last<\/label>\n                                                <\/span>\n                            \n                        <\/div><\/li><li id=\"field_10_2\" class=\"gfield gfield--type-email gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_10_2'>Email<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/label><div class='ginput_container ginput_container_email'>\n                            <input name='input_2' id='input_10_2' type='email' value='' class='medium'    aria-required=\"true\" aria-invalid=\"false\"  \/>\n                        <\/div><\/li><li id=\"field_10_11\" class=\"gfield gfield--type-select field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_10_11'>General Question(s) or Device Related?<\/label><div class='ginput_container ginput_container_select'><select name='input_11' id='input_10_11' class='medium gfield_select'     aria-invalid=\"false\" ><option value='General Question' >General Question<\/option><option value='Device Specific' >Device Specific<\/option><\/select><\/div><\/li><li id=\"field_10_3\" class=\"gfield gfield--type-select formdevice field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_10_3'>Select Device<\/label><div class='ginput_container ginput_container_select'><select name='input_3' id='input_10_3' class='medium gfield_select'     aria-invalid=\"false\" ><option value='Performance Monitor (BM-88)' >Performance Monitor (BM-88)<\/option><option value='O2 Vibe' >O2 Vibe<\/option><\/select><\/div><\/li><li id=\"field_10_7\" class=\"gfield gfield--type-select field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_10_7'>O2 Vibe Questions \/ Issues<\/label><div class='ginput_container ginput_container_select'><select name='input_7' id='input_10_7' class='medium gfield_select'     aria-invalid=\"false\" ><option value='General Device Question' >General Device Question<\/option><option value='No Vibration' >No Vibration<\/option><option value='Charging \/ Battery' >Charging \/ Battery<\/option><option value='Problem Syncing with mobile device' >Problem Syncing with mobile device<\/option><option value='Error 4' >Error 4<\/option><option value='Not Functioning' >Not Functioning<\/option><option value='Account Setup' >Account Setup<\/option><option value='Downloading Data \/ Reporting - Cloud' >Downloading Data \/ Reporting - Cloud<\/option><\/select><\/div><\/li><li id=\"field_10_20\" class=\"gfield gfield--type-select field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_10_20'>Performance Monitor (BM-88) Questions \/ Issues<\/label><div class='ginput_container ginput_container_select'><select name='input_20' id='input_10_20' class='medium gfield_select'     aria-invalid=\"false\" ><option value='General Device Question' >General Device Question<\/option><option value='Problem Syncing with mobile device' >Problem Syncing with mobile device<\/option><option value='Downloading Data \/ Reporting - Cloud' >Downloading Data \/ Reporting - Cloud<\/option><option value='Not Functioning' >Not Functioning<\/option><option value='Won&#039;t Turn On' >Won&#039;t Turn On<\/option><option value='Firmware Updates' >Firmware Updates<\/option><option value='Date \/ Time Issue - e.g. Clock Too Fast or Slow' >Date \/ Time Issue - e.g. Clock Too Fast or Slow<\/option><option value='Device Charging \/ Battery Life' >Device Charging \/ Battery Life<\/option><option value='Won&#039;t Charge or Incorrect Charging Indicator' >Won&#039;t Charge or Incorrect Charging Indicator<\/option><option value='Error 1' >Error 1<\/option><\/select><\/div><\/li><li id=\"field_10_37\" class=\"gfield gfield--type-html gfield_html gfield_html_formatted gfield_no_follows_desc field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><strong>O2 Vibe Cloud Instructions:<\/strong>  <a href=\"http:\/\/bodimetrics.com\/staging\/medical\/wp-content\/uploads\/sites\/5\/2018\/06\/O2-Vibe-Instructional-PPT-Cloud-Sign-Up2.pdf\" target=\"_blank\">Click Here (PDF)<\/a><br>\n<strong>Performance Monitor Cloud Instructions:<\/strong>  <a href=\"http:\/\/bodimetrics.com\/staging\/medical\/wp-content\/uploads\/sites\/5\/2018\/06\/PWI-Implementation-Training.v5-pmcloud.pdf\" target=\"_blank\">Click Here (PDF)<\/a><\/li><li id=\"field_10_25\" class=\"gfield gfield--type-html gfield_html gfield_html_formatted gfield_no_follows_desc field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  >Try the following:\n<ol><li>Please fully charge your Performance Monitor using the USB charging cable included with your device<\/li><\/ol><\/li><li id=\"field_10_27\" class=\"gfield gfield--type-html gfield_html gfield_html_formatted gfield_no_follows_desc field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  >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.\n\nA replacement USB cable may be purchased at our website: <a href=\"http:\/\/bodimetrics.com\/staging\/product\/usb-charging-cable-micro-b\/\" target=\"_blank\">Replacement Cable<\/a><\/li><li id=\"field_10_36\" class=\"gfield gfield--type-html gfield_html gfield_html_formatted gfield_no_follows_desc field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  >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.\n\nA replacement USB cable may be purchased at our website: <a href=\"http:\/\/bodimetrics.com\/staging\/product\/usb-charging-cable-micro-d\/\" target=\"_blank\">Replacement Cable<\/a><\/li><li id=\"field_10_13\" class=\"gfield gfield--type-html gfield_html gfield_html_formatted gfield_no_follows_desc field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  >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.<\/li><li id=\"field_10_33\" class=\"gfield gfield--type-html gfield_html gfield_html_formatted gfield_no_follows_desc field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  >Please share the following so we can troubleshoot the issue:\n<ol>\n<li>On your BodiMetrics mobile app under Menu -> About menu what is the version?<\/li>\n<li>On your Performance Monitor under Settings -> About (arrow down to last page) what version of software are you running?<\/li>\n<li>Are you syncing your records to the cloud?<\/li>\n<\/ol>\n<strong>Tip:<\/strong> Please try to download the latest BodiMetrics app from Google Play of iTunes if you are using an older version of our mobile app.<\/li><li id=\"field_10_34\" class=\"gfield gfield--type-checkbox gfield--type-choice field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label gfield_label_before_complex' >A Firmware Update MAY be required.  Show steps?<\/label><div class='ginput_container ginput_container_checkbox'><ul class='gfield_checkbox' id='input_10_34'><li class='gchoice gchoice_10_34_1'>\n\t\t\t\t\t\t\t\t<input class='gfield-choice-input' name='input_34.1' type='checkbox'  value='Yes'  id='choice_10_34_1'   \/>\n\t\t\t\t\t\t\t\t<label for='choice_10_34_1' id='label_10_34_1' class='gform-field-label gform-field-label--type-inline'>Yes<\/label>\n\t\t\t\t\t\t\t<\/li><\/ul><\/div><\/li><li id=\"field_10_26\" class=\"gfield gfield--type-html gfield_html gfield_html_formatted gfield_no_follows_desc field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  >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.\n<ol>\n<li>Downloaded the latest BodiMetrics (not BodiMetrics Plus) app from Google Play or iTunes?<\/li>\n<li>Also, once you have done this please turn OFF your Performance Monitor by holding down the Home button for 5 seconds.<\/li>\n<li>Next, turn your device back ON, but pressing the Home button again for 1-2 seconds.<\/li>\n<li>Navigate to second page of menu icons and Tap Bluetooth icon<\/li>\n<li>Open your BodiMetrics app<\/li>\n<li>Go to bottom of menu and select Device Update<\/li>\n<li>This will take about 5-10 minutes so don't use your phone during update as it may terminate the update prematurely<\/li>\n<li> Once complete you can check the version on your Performance Monitor by going to Settings -> About (last menu item under Settings)<\/li>\n<\/ol><\/li><li id=\"field_10_15\" class=\"gfield gfield--type-html gfield_html gfield_html_formatted gfield_no_follows_desc field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  >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. <\/li><li id=\"field_10_35\" class=\"gfield gfield--type-html gfield_html gfield_html_formatted gfield_no_follows_desc field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  >Please try a couple of trouble shooting steps:\n<ol>\n<li>Please make sure your Performance Monitor is fully charged<\/li>\n\n<li>Next, please do a Factory Reset on the device under Settings on the second page of Menus<\/li>\n\n\n\n<li>Try again to update the firmware using the latest BodiMetrics app from iTunes or Google Play<\/li>\n<\/ol>\n\n\nDo you still get the same error?\n\n\nIf 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.<\/li><li id=\"field_10_32\" class=\"gfield gfield--type-html gfield_html gfield_html_formatted gfield_no_follows_desc field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  >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. <\/li><li id=\"field_10_16\" class=\"gfield gfield--type-text field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_10_16'>Please share the model of phone and version of OS (e.g. Android or iOS) you are running.<\/label><div class='ginput_container ginput_container_text'><input name='input_16' id='input_10_16' type='text' value='' class='medium'      aria-invalid=\"false\"   \/><\/div><\/li><li id=\"field_10_21\" class=\"gfield gfield--type-html gfield_html gfield_html_formatted gfield_no_follows_desc field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><ol>\n<li>Open your O2 Vibe mobile app (be sure you have that app and not one of our other apps like BodiMetrics or BodiMetrics Plus)<\/li>\n<li>Please select Me from your O2 Vibe menu, you do not have to be connected to your O2 Device.<\/li>\n<li>Next select My Account by tapping on it<\/li>\n<li>A new window will open and ask for you to sign in or...<\/li>\n<\/ol><\/li><li id=\"field_10_23\" class=\"gfield gfield--type-html gfield_html gfield_html_formatted gfield_no_follows_desc field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  >You may find the <a href=\"http:\/\/bodimetrics.com\/staging\/wp-content\/uploads\/2017\/09\/quick-start-guide-performance-monitor-2017v2k.pdf\" target=\"_blank\">Performance Monitor guide Here (PDF)<\/a>\n\nIf you have other questions, please enter them in the space provided below.  Thank you!<\/li><li id=\"field_10_24\" class=\"gfield gfield--type-html gfield_html gfield_html_formatted gfield_no_follows_desc field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  >You may find the <a href=\"http:\/\/bodimetrics.com\/staging\/wp-content\/uploads\/2017\/11\/QuickStartGuide_O2-Vibe-9b-2017.pdf\" target=\"_blank\">O2 Vibe guide Here (PDF)<\/a>\n\nIf you have other questions, please enter them in the space provided below.  Thank you!<\/li><li id=\"field_10_14\" class=\"gfield gfield--type-textarea field_sublabel_below gfield--has-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_10_14'>Shipping Address<\/label><div class='ginput_container ginput_container_textarea'><textarea name='input_14' id='input_10_14' class='textarea medium'  aria-describedby=\"gfield_description_10_14\"    aria-invalid=\"false\"   rows='10' cols='50'><\/textarea><\/div><div class='gfield_description' id='gfield_description_10_14'>Please provide your mailing address so we may ship a replacement part to you.<\/div><\/li><li id=\"field_10_28\" class=\"gfield gfield--type-date gfield--input-type-datepicker gfield--datepicker-default-icon gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_10_28'>Date of Purchase<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/label><div class='ginput_container ginput_container_date'>\n                            <input name='input_28' id='input_10_28' type='text' value='' class='datepicker gform-datepicker dmy datepicker_with_icon gdatepicker_with_icon'   placeholder='dd\/mm\/yyyy' aria-describedby=\"input_10_28_date_format\" aria-invalid=\"false\" aria-required=\"true\"\/>\n                            <span id='input_10_28_date_format' class='screen-reader-text'>DD slash MM slash YYYY<\/span>\n                        <\/div>\n                        <input type='hidden' id='gforms_calendar_icon_input_10_28' class='gform_hidden' value='https:\/\/bodimetrics.com\/staging\/wp-content\/plugins\/gravityforms\/images\/datepicker\/datepicker.svg'\/><\/li><li id=\"field_10_29\" class=\"gfield gfield--type-select gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_10_29'>Where did you purchase your Device?<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/label><div class='ginput_container ginput_container_select'><select name='input_29' id='input_10_29' class='medium gfield_select'    aria-required=\"true\" aria-invalid=\"false\" ><option value='bodimetrics.com' >bodimetrics.com<\/option><option value='Costco Online' >Costco Online<\/option><option value='Hammacher Schlemmer' >Hammacher Schlemmer<\/option><option value='Amazon' >Amazon<\/option><option value='Other' >Other<\/option><\/select><\/div><\/li><li id=\"field_10_30\" class=\"gfield gfield--type-text gfield_contains_required field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_10_30'>Other (please specify)<span class=\"gfield_required\"><span class=\"gfield_required gfield_required_asterisk\">*<\/span><\/span><\/label><div class='ginput_container ginput_container_text'><input name='input_30' id='input_10_30' type='text' value='' class='medium'     aria-required=\"true\" aria-invalid=\"false\"   \/><\/div><\/li><li id=\"field_10_38\" class=\"gfield gfield--type-text field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_10_38'>What is your purchase Order number?<\/label><div class='ginput_container ginput_container_text'><input name='input_38' id='input_10_38' type='text' value='' class='medium'      aria-invalid=\"false\"   \/><\/div><\/li><li id=\"field_10_22\" class=\"gfield gfield--type-section gsection field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><h2 class=\"gsection_title\">Other Information<\/h2><\/li><li id=\"field_10_12\" class=\"gfield gfield--type-textarea field_sublabel_below gfield--no-description field_description_below field_validation_below gfield_visibility_visible\"  ><label class='gfield_label gform-field-label' for='input_10_12'>What are your questions \/ issues?<\/label><div class='ginput_container ginput_container_textarea'><textarea name='input_12' id='input_10_12' class='textarea medium'      aria-invalid=\"false\"   rows='10' cols='50'><\/textarea><\/div><\/li><\/ul><\/div>\n        <div class='gform-footer gform_footer top_label'> <input type=\"hidden\" name=\"affwp_action\" value=\"affiliate_register\" \/><input type='submit' id='gform_submit_button_10' class='gform_button button' onclick='gform.submission.handleButtonClick(this);' data-submission-type='submit' value='Submit'  \/> <input type='hidden' name='gform_ajax' 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