FAQ

Communication

My Pulsense device will not pair with my smartphone. What should I do?

  • Is Bluetooth ON?
    Pairing →
  • Is the mobile network access setting set to ON?
    (does not apply when connecting with Wi-Fi)
    [for iPhone users]
    1. Tap the settings icon.
    2. Tap “mobile data transmission”.
    3. Activate “mobile data transmission” and “Pulsense”.

    [for Android users]
    1. Activate “data transmission”.
    Settings vary depending on which smartphone you are using, so please consult the manual for your smartphone.
  • Is there anything between your smartphone and the device that could be blocking the signal?
    Move any such objects and check your connection status.
  • Check if your battery is sufficiently charged.
    If the battery's charge is low, the phone will be disconnected in order to preserve the battery.
  • Is there any pairing setting left over from a previous pairing?
    Delete the saved settings from the device, the app, and the smartphone.
    Cancel pairing →
    It can take up to 30 seconds to pair the phone with a new device.
    If the above solution does not work, please try this.
  • If Bluetooth Smart (Bluetooth 4.0) is not installed on your phone,
    you will not be able to use this.
    Consult the manual for your smartphone.

    Set your Bluetooth to ON by following the instructions below.

    [for iPhone users]
    1. Tap the Settings icon.
    2. Activate “Bluetooth”.
    　* Depending on your OS, the display could differ.

    [for Android users]
    1. Tap Settings.
    2. Activate “Bluetooth”.
    　* The navigation may differ depending on the model you are using.
  • Is the device still paired with a previous smartphone?
    After remove the old pairing, create a pairing with
    the new smartphone.
    Cancel pairing →

Unable to use pairing after the firmware update

  • [iOS]
    On rare occasions, pairings will be deleted from iOS after a firmware update, and it will not possible to use pairing even after re-starting the smartphone.
    The pairing information may remain after re-starting, so please check the iOS Bluetooth Settings page and delete the device name, if it still appears under My Devices.
    Operation after firmware update→

Multiple devices are shown when pairing.

  • [PS-500]
    Select and register the same three digit number that is displayed on the device's screen.

    [PS-100]
    Register the number which corresponds to the last three digits of the serial number engraved on the device.

Can not communicate with the device

  • Has the pairing been created?
    Make sure that your device is displayed on the apps “Pairing” screen.
    1. Tap the wrench icon in the upper left part of the screen.
    2. Tap “Pairing”.
    3. Check that your model name and its unique number are being displayed.
    　* unique number: for PS-100 it is the last three digits of the serial number.
    For PS-500 it is the three digit number displayed when you connect with your Bluetooth.

    If only “add new device” is being displayed, tap “+”
    and create the pairing.
  • Is your phone paired with another device?
    Check that your device is displayed on the App's “Pairing” screen.
    1. Tap the wrench icon in the upper left part of the screen.
    2. Tap “Pairing”.
    3. Check that the model name and unique number are being displayed.
    　* unique number: for PS-100 it is the last three digits of the serial number.
    For PS-500 it is the three digit number displayed when you connect with your Bluetooth.

    If a different device is being displayed, delete it from your app and smartphone.
  • Is your Bluetooth connected?
    1. If your smartphone Bluetooth is OFF, turn it to ON.
    2. If Bluetooth is ON, turn it OFF, and then turn it ON again.
    3. Restart your smartphone.
  • [PS-100]
    Data is not transmitted when the phone is in airplane mode, so please exit airplane mode.
  • [Android]
    If you are using an app that keeps battery consumption down, Bluetooth might turn OFF when the smartphone enters sleep mode.
    Change the app's settings so that Bluetooth does not turn off.

Bluetooth connection is not possible

If you cannot connect with Bluetooth, try the following.

  • Turn the smartphone's Bluetooth OFF and then ON again.
  • Stop the application (Pulsense) and then restart it.
    Stopping and restarting the app →
  • Restart your smartphone.

    [iPhone]
    1. Press and hold down the power button on top of your iPhone.
    2. The power will turn off if you slide the “slide to power off” bar to the right.
    3. If you press the power button again, Apple's logo will be displayed and the iPhone will restart.

    [Android]
    4. Restart your Android as you normally would.
    Recharge your device.
    When you remove your device after recharging it, it will restart.
  • Check that your application is updated to the latest version.
    If you are using an older version, update it and then try connecting again.
  • Try reconnecting in a place where there are no other electronic devices (such as a microwave) that operate in the 2.4GHz band.
  • [Android]
    If you are using an app that keeps battery consumption down, Bluetooth might turn OFF when the smartphone enters sleep mode.
    Change the app's settings so that Bluetooth does not turn off.
  • If the above solution does not work, try this.

Failed to register a device

I'm not sure if my smartphone is connected to the device

[PS-500]

  • If your smartphone is connected to the device, the Bluetooth icon on the device and smartphone will light up.
    If connection between your smartphone and device is temporarily interrupted, the icon will blink on and off.
  • If your smartphone is connected with another product that uses Bluetooth, the Bluetooth icon will remain lit up.
    In this case, check if your pulse rate is being displayed in the "smart meter" app.

[PS-100]

  • If your smartphone is connected to the device, the Bluetooth icon on your smartphone will light up.
    If the connection between your smartphone and device is temporarily interrupted, the icon will blink on and off.
  • When data is being transmitted between your device and your smartphone, the Bluetooth icon on your smartphone will light up.
    If data transmission between your smartphone and your device is interrupted, the icon light will go out.

I can't connect with my smartphone

  • If Bluetooth Smart (Bluetooth 4.0) is not installed on your phone, you will not be able to use this.
    Consult the manual for your smartphone.

    Set your Bluetooth to ON by following the instructions below.

    [for iPhone users]
    1. Tap the Settings icon.
    2. Activate “Bluetooth”.
    　* Depending on your OS, the display could differ.

    [for Android users]
    1. Tap Settings.
    2. Activate "Bluetooth".
    　* The navigation may differ depending on the model you are using.
  • Is the device still paired with a previous smartphone?
    After remove the old pairing, create a pairing with the new smartphone.
    Cancel pairing →
  • Are there any barriers blocking reception between your smartphone and device?
    Remove the barrier and check the connection.

I can't establish communication with my PC

  • Which operating system are you running on your PC? The system is not compatible with Mac.
    [Supported Windows operating systems]
    Vista SP2 or newer, Windows 7 SP1 or newer, Windows 8, Windows 8.1
  • Have you installed the PS Uploader?
    Please install the PS Uploader.
  • After attaching the PS-500 to the cradle, please connect the USB connector to the PC.
  • Before turning your computer on, disconnect the cradle's USB connector. Depending on the computer, the USB may not be recognised.
  • Is the USB connector plugged in properly?
    Remove the USB connector and reinsert it fully into the USB port.
  • PS-100 cannot be connected to the PC so please use your smartphone.
  • Are you connected to the Internet?
    Please connect to the Internet.

Can you upload the measurement data recorded in the device from your PC?

  • With the PS-500, you can upload measurement data using your PC.
    [If you already have an EPSON Sensing ID]
    1. Install the PS Uploader.
    2. Execute the PS Uploader and click "For users who have an EPSON Sensing account."
    3. Enter your pre-registered "EPSON Sensing ID" and "Password."
    4. Connect the cradle with device inserted to your PC to automatically upload the data.
    [If you don't have an EPSON Sensing ID]
    1. Install the PS Uploader.
    2. Execute the PS Uploader and click "Create an EPSON Sensing account."
    3. The Web application will launch. Click "Register."
    4. Fill in the required information in the fields provided on the account creation screen.
    5. A confirmation email will be sent to your registered email address. Complete the registration process by clicking on the URL in the confirmation email.
    6. Log into the Web application and enter your profile information.
    7. Enter your "EPSON Sensing ID" and "Password" into the PS Uploader.
    8. Connect the cradle with device inserted to your PC to automatically upload the data.

I can't access the web.

[PC]

  • Are you connected to the Internet?
    Is your LAN cable plugged in?
    Have you set up the devices necessary for Internet connectivity?
    Have you set up the wireless connection?
  • Is the application being blocked by security settings?

[Smartphone 3G/4G network]

  • Do you have good reception?
    Please connect in an area where you have good reception.
  • Is your mobile data connection turned off?
    Turn on your mobile data connection.

[Smartphone Wi-Fi network]

  • Is your phone set up to connect to Wi-Fi?
    Check in your smartphone settings that Wi-Fi is turned ON.
    Connect to an available network.
  • Are there any networks available?
    Connect to the Web anywhere Wi-Fi is available.

Can I register more than one Pulsense device to the same smartphone?

  • No. Only one Pulsensedevice can be registered to a smartphone at a time. To register a new Pulsense device with your smartphone, you’ll need to cancel the pairing with the previous Pulsense device. To cancel pairing, delete pairing in the PULSENSE View app for the previous Pulsense device, then disable Bluetooth pairing with the previous Pulsense device. Pair with the new Pulsense device.
    • How to Disable Bluetooth Pairing
    PS-500
    Double tap the watch face to display the menu, press the B button to select the Bluetooth menu, press the A button, then press t heA button again.
    PS-100
    Connect your charging cradle to a computer (or AC adapter), then place your PS-100 into the charging cradle. Tap your PS-100 firmly until the blue lights flash.

How do I transfer data to my smartphone?

  • Once communication with your smartphone has been established, the data will be sent automatically, so you do not need to take further action.
    Other data (such as pulse rate fluctuations) will be sent from the device to your smartphone once an hour.
  • Even if communication is temporarily interrupted, the measurement data will be saved on the device and automatically sent to your smartphone once network connection is restored.

I've lost connection with my smartphone and cannot reconnect.

  • If you temporarily lose connection due to leaving your smartphone inside a bag or desk and stepping out of range, it may take time to reconnect.
    Please place your smartphone in range of the device (wear it on you) and wait one to two minutes.
  • If you still can't reconnect:
    1. Turn Bluetooth OFF and turn it ON again.
    2. Restart your smartphone.
    3. Delete the pairing (application, smartphone, device) and pair again.
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