The following is a troubleshooting guide for common problems that Peak users experience.
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The device heats up while in use, causing discomfort or even mild burns.
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.
The device is fully charged, but will not fully activate when turned on.
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.
The motherboard may be damaged and preventing the device from turning on. Follow this guide to replace your motherboard.
The device displays an inaccurate heart rate or no heart rate at all.
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.
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.
The sensor of your device may be nonfunctional. To replace the sensor, you can replace the device’s frame with this guide.
The device may not be properly translating the data gathered from the sensor. You can replace the motherboard by using this guide.
The screen is either not displaying anything or may be stuck on a single display.
If the screen is unresponsive and/or frozen you should perform a reset of the device by following these directions.
The display may be broken. You can replace the display with this guide.
Your device won’t charge before or after use.
The Basis logo on the base of the puck should be right side up when you place the Peak on the puck.
The USB cable may be broken. Try using a different cable.
If your battery is no longer working, you can replace it with this guide.
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.
