Troubleshooting
Common questions and issues with the CORE sensor
CORE is slipping off the heart rate strap or chest strap
Please use the black securing clips which are provided with your CORE. Four clips are provided and one or two can be used.
While the CORE usually remains on the strap, with excess movement, continual movement or friction from other garments the CORE unit can slip off. For this reason, the clips are recommend.
When I shake it, the Green Light does not come on
The device is in deep sleep mode or the battery is not charged.
Connecting CORE to the charging cable (and charging it) will resolve this.
Please be aware that some power banks may not work as the CORE draws too little power so please use a computer or powered USB charging device.
issues charing my core
The CORE Body Temperature Monitoring device uses a very small amount of power for charging and some Power Banks and Power Pods will not work for recharging as they are not 'woken up' or don't remain active when CORE is connected.
This is common amount low-powered rechargeable devices.
To resolve, please connect the CORE with recharging cable to a computer or a power USB charging source to ensure it can be correctly charged.
Charging Cable Care and Trouble-Shooting
The CORE charging cable is convenient with the magnetic connection and it can be powered from most devices with a standard USB port. However there are a few things you can do to take care of your cable and ensure you get a long lifespan.
Avoid water, moisture and high humidity
While the cable is designed to try to resist, it is not a water-proof device can can corrode or fail if it gets wet.
Avoid sweat on connectors
the CORE uses a medical grade plastic and can be cleaned and sanitised with disinfectant - however the contacts on the cable can become susceptible if exposed to sweat.
Avoid 'shorting the cable'
The cable is magnetic which is convenient however if the cable magnetically attaches to a conductive metal item or object, this can 'short the cable' causing it to fail.
Correctly charging CORE
Some power banks will not charge CORE. The CORE Body Temperature device only draws a small amount of power and for power banks this can be too small to 'wake them up' or keep then active. Instead, please use a computer or a powered USB charger.
Recharging Frequency
CORE requires ca. 2 hours for a complete charge (from empty to full) and on a single charge will last about 5 days. Currently the CORE does not turn-off (sleep). To check that CORE is charged, shake it and the green LED will flash.
Replacement Charging Cables
The CORE includes one charging cable and additional cables or spares can be ordered.
The values from CORE seem incorrect
When the CORE sensor calculates, it is trained to know realistic human temperatures. Within this range, sometimes the temperature shown may be hotter or cooler than we expected, and we have described this is a little more detail.
We have also identified some cases where the CORE calculates impossible values and let you know how to identify this and the steps we recommend.
If you are getting high constant readings - you could have a malfunction sensor. If you believe this is happening with your CORE sensor - please contact us.
Good Data - but unexpected
The CORE Body Temperature Monitoring Sensor is calibrated to read your energy transfer and with the algorithm show your core body temperature with an extremely high level of accuracy. At times you may feel cool and the CORE sensor shows that you are actually hotter and vice versa - this is entirely normal as our perception for this metric can vary.
Often outside weather and even your skin temperature (feeling cold or hot) can impact the perception which can naturally vary from the core body temperature.
Over time, as the awareness for your own temperature behaviour develops, you will also be able to better judge how different activities of different physical intensity will impact your core body temperature.
Bad Data - Impossible values / switching High and Low
We identified an issue with some CORE sensors. Typically the sensor works correctly and then after some use may start to show impossibly high and impossibly low values - for example the CORE sensor may show 43ºC and or show 31ºC.
Although there can be a shift in the values if the CORE switches between the 24/7 mode and the sport mode (when it identifies a pairs heart rate monitor and then needs to recalculate), this may only be a small shift and the data would be realistic.
In the case of readings with impossibly high and low values where it suddenly shifts, this is due to a production issue which affected a small number of CORE sensors and specifically in which a small component within the sensor dislodges and causes this flaw.
If you are affected by this - please contact us using the chat function on our website and briefly describe the issue. In the cases in which we identify that you are not affected, often a reset can resolve connection issues. Otherwise it is confirmed that you are affected, we will seek to swiftly rectify this and swap your CORE sensor.
Under reading or odd readings particularly if you have a low heart rate.
We introduced a new 'auto-switching' between sports and non-sports so the sensor can be used all the time more seemlessly. Unfortunitly in some cases the CORE sensor does not switch properly and gets stuck in the 'low activity' mode.
If you believe you may be experiencing this issue - you can revert back to firmware version 0.6.2. This is done in the sensor settings, update firmware, advanced options. The chanel name should be : core and the version number should be 0.6.2
We are working on a better longer term solution. So until then if you are one of the few effected by this issue please revert back to the older firmware and if you have any questions about this please contact us.
My initial temperature looks wrong
This was an issue in older firmware. Please ensure you are using the latest app and firmware:
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Ensure you are running on the newest CORE firmware. You should be asked to do this automatically, but here's the tutorial for more information.
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Ensure your app is up to date.
Battery discharging quickly
A new optional feature has been added to extend battery life.
Go to your CORE sensor settings and enable 'Standby Mode'.
Remeber you will now need to 'shake' to wake up your CORE before you can start using it again.
CORE will automatically turn off after approximitly 20 minutes of not being worn.
garmin not finding my core
I keep seeing 'Searching...' followed by a number. The number alternatively displaed is the CORE ANT id it is searching for.
A recent Garmin update seems to have caused a few issues. If the CORE datafield was working and no longer is try these few steps.
- Shake CORE and green light should flash
- If not - please charge for 15 minutes and try again
- Connect to CORE phone app
- Ensure your CORE connects to phone app and receives valid value
- Go to the Sensor Settigns and note the ANT id
- Open the Garmin Connect App
- Select your device
- Navigate to 'Apps and Datafields'
- Navigate to DataFields
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Ensure the CORE datafield is up to date
- This may require a sync.
- Some users have had issues getting the update and have had to try several times
- Update the CORE datafield settings
- Enter the CORE ant id - if no other CORE sensors are present you can enter 0 (zero) and it will use the first it finds.
- Enter or confirm the heart rate monitor id
- Enble the backward compatibility check box to see data in TrainingPeaks
- The CORE datafield needs to be added to atleast one screen in the activity. This starts the CORE datafield code so it can record data in the FIT file
- If still having issues
- Try a magnet reset of your CORE
- Restart our Garmin device (full power off and restart)
- Contact us and we will try to best help get your issue resolved