This support guide assists users in resolving common technical difficulties encountered while using the Apple Watch application. It covers login issues, device connectivity tracking errors, data customisation, and Cloud synchronisation.
Login Issues
If you encounter an error when attempting to sign in to the application, it is typically related to your network configuration.
Error Occurred Message
When the error message "Error occurred, please try again" appears on your screen, verify your device network status.
- Ensure your Apple Watch or paired iPhone has a stable internet connection.
Device Connectivity
If your Apple Watch application fails to detect or connect with your tracking hardware, review the common setup conflicts below.
Watch Not Picking Up Devices
Verify your permissions, account credentials, and active Bluetooth links by checking these factors:
- Ensure you enabled the Allow Bluetooth Permissions option during the application installation
- Verify that you are logged into the correct account, as the Apple Watch application and the iPad or iPhone applications operate independently from one another
- Check that your devices are not already connected live with another device, such as Catapult Vector on an iPad, because the hardware can only hold a connection with one iOS device at a time
- If the above steps don't work then reach out to support to check device firmware and BLE is enabled.
Max Velocity Tracking
Max Velocity is not captured when the Apple Watch enters Sleep Mode. To ensure continuous tracking, check the following configurations:
- Max velocity will only update if the device is back in range within 30 seconds of a max velocity event taking place. If they the athlete does not come back in range during this time then it would reflect in the app.
- Do not leave the Apple Watch application while an Activity is currently recording
- Enable Apple Health Kit permissions during the initial application installation to ensure the watch face does not go to sleep while using the application
Parameter and Reporting Customisation
You can adjust the metrics visible on your performance screen to highlight specific tracking objectives.
Customising Reporting Screen Parameters
To change which metrics are displayed on your reporting screen, follow these steps:
- Navigate to the Parameters section within Settings.
- Select and toggle on your chosen parameters.
- Go into the Selected section.
- Drag the parameters to arrange them in your preferred display order.
"High Speed Efforts" vs "Velocity Band(x)+ Efforts"
There can be no functional difference between these two metrics depending on your setup. This is a duplicate parameter that allows you to choose your preferred naming convention on the reporting page.
You have the option to choose between the following names:
- HS Efforts
- V(x)+ Efforts
Zero Values for Accel, Decel, or HS Dist
If your metric reads as 0, you have likely disabled all the bands within the parameter. To resolve:
- Return to the main Parameters list.
- Click on the specific parameter in question to reveal the individual band toggles.
- Select and toggle on the correct individual bands.
Lock Screen Controls
Using the native iOS overlay can cause data mismatches with your live tracking session.
Pause and Resume from Lock Screen
The playback controls visible on your device lock screen will not manage your hardware session properly.
Note: This interface displays a full activity timer derived directly from the native HealthKit application. It does not reflect Catapult Vector activity stoppages or Periods. Do not use this interface to control your Activity or Periods.
Cloud Synchronisation
Data transmission issues can impact how your recorded sessions appear on the web platform.
Duplicate Activity in the Cloud
Duplicate entries can occasionally occur within the platform. This behaviour is typically determined by the file transmission order to the Cloud, specifically whether the raw data files or the XML files complete their processing first.
Missing Activity in the Cloud
If your uploaded session is not visible, check your network status to allow data package transmission.
- Ensure your Apple Watch maintains a stable internet connection to allow the XML file to upload completely.
Note: If you have notifications enabled on your device, you will be notified automatically when the session data is processed and ready to view in the Cloud.
Advanced Troubleshooting
Extracting BLE Diagnostics and Raw Files
If users report significant or persistent issues with live data streaming, collect the diagnostic logs and raw files for investigation.
- Navigate to Settings.
- Select App Version five times.
- Select BLE Diagnostics.
- Select the specific Activity experiencing the issue.
- Email the files to support directly, or send them to your own email address to forward to the technical team.
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