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Basis Peak Troubleshooting

The following is a troubleshooting guide for common problems that Peak users experience.

Device Overheating ¶ 

The device heats up while in use, causing discomfort or even mild burns.

Faulty Battery ¶ 

A mixture of poor wiring, cheap batteries, and faulty software can cause various components of the device to overheat. For this reason, Basis has recalled the device. You may contact Basis support and request a refund with this link. If you wish to continue using the device, the battery can be replaced through the use of this guide.

Device Will Not Turn On/Activate ¶ 

The device is fully charged, but will not fully activate when turned on.

The Firmware is not Downloaded ¶ 

Download the Basis Peak app onto your mobile device and sync to the Basis Peak watch via Bluetooth. Follow this guide for setting up your device.

Faulty Motherboard ¶ 

The motherboard may be damaged and preventing the device from turning on. Follow this guide to replace your motherboard.

Device Not Recording Heart Rate ¶ 

The device displays an inaccurate heart rate or no heart rate at all.

Wearing the Device Improperly ¶ 

The device must be worn properly in order to detect the heart rate. The device should fit snugly 1-1.5in above the wrist bone with the sensor lying flush against your skin. Wearing the band too loosely may cause the sensor to lose contact with your skin. Wearing the band too tightly may cut off the blood flow needed for heart rate detection.

Sensor Interference ¶ 

Dirt, oils, and other materials that may accumulate on the sensor or the skin can interfere with the sensor’s ability to detect your heart rate. Clean your skin and wipe the sensor with a dry cloth before use.

Faulty Sensor ¶ 

The sensor of your device may be nonfunctional. To replace the sensor, you can replace the device’s frame with this guide.

Faulty Motherboard ¶ 

The device may not be properly translating the data gathered from the sensor. You can replace the motherboard by using this guide.

Frozen or Unresponsive Screen ¶ 

The screen is either not displaying anything or may be stuck on a single display.

A Software Problem Requires a Reset ¶ 

If the screen is unresponsive and/or frozen you should perform a reset of the device by following these directions.

Faulty Display ¶ 

The display may be broken. You can replace the display with this guide.

Device Won’t Charge ¶ 

Your device won’t charge before or after use.

The Device is not Properly Placed on the Charger ¶ 

The Basis logo on the base of the puck should be right side up when you place the Peak on the puck.

Faulty USB Cable ¶ 

The USB cable may be broken. Try using a different cable.

The Battery is Damaged ¶ 

If your battery is no longer working, you can replace it with this guide.

A Software Problem Requires a Reset ¶ 

There is a video explaining the step by step process to properly reset your Peak on the MyBasis website. If you wish to not use the video, follow these steps. Unpair the Peak from your phone in your phone’s Bluetooth settings menu. Uninstall and reinstall the Basis Peak app. Place the peak on the charging puck. Plug the puck into a power source. Hold down the circular button on the back of the puck for 10-15 seconds until the device resets. Launch the Peak app and go through the setup process once again.

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