Large recording sessions can take a few minutes to synchronize and process. When logging into the dashboard (my.hexoskin.com), go to the Records tab and look on the far-right side. When a record is correctly processed, the status will display complete. If the record status is anything else (i.e. syncing, realtime, incomplete, overlap) then it is normal that your data is "missing" as it has not been properly processed. If this happens, follow these steps:
- contact firstname.lastname@example.org
- provide your account username and the Record ID (please refer to Finding record number)
We will investigate and provide you with the steps to correct this issue. In the meantime, do not press ERASE or RESTORE on your device in the HxServices Sync software as we may ask you to resync your device.
Keywords: synchronization, missed data, not available, troubleshoot, empty, record, missing