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Common Issues

Quick solutions for the most frequent problems with the Stride mobile app.

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App Crashes

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On Startup

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During Recording

Immediate Actions:

1. Note the time/distance
2. Restart app quickly
3. Resume recording if possible
4. Save partial data

Prevention:

• Close other apps
• Ensure adequate storage
• Keep phone cool
• Disable battery optimization

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Sync Problems

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Activities Not Uploading

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Workout Downloads

If workouts won’t download:

• Check account has active subscription
• Verify workout was sent to device
• Ensure good internet connection
• Try downloading on WiFi
• Contact support if persists

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GPS Issues

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Poor GPS Signal

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GPS Drift

Symptoms: Impossible speeds, wrong distance

Solutions:

1. Enable GPS smoothing in settings
2. Use paired speed sensor
3. Post-ride correction available
4. Report persistent issues

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Sensor Connection Issues

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Sensors Won’t Connect

Troubleshooting Steps:

1. Basic Checks

   • Bluetooth ON
   • Location services ON
   • Sensor has battery
   • Within range (10 feet)

2. Reset Bluetooth

   • Toggle Bluetooth off/on
   • Wait 10 seconds
   • Try connecting again

3. Forget and Re-pair

   • Remove sensor from app
   • Reset sensor if possible
   • Add as new sensor

4. Phone Settings

   • Check Bluetooth device limit
   • Remove unused devices
   • Reset network settings

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Intermittent Dropouts

Common causes and fixes:

Cause	Solution
Low battery	Replace sensor battery
Interference	Move phone closer
Phone case	Remove case or reposition
Multiple devices	Reduce active connections
Old firmware	Update sensor firmware

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Battery Drain

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Excessive Battery Use

Power-Saving Settings:

• Reduce screen brightness
• Turn off screen between checks
• Disable auto-upload during ride
• Use airplane mode + Bluetooth
• Close background apps

Hardware Tips:

• Keep phone cool
• Use external battery pack
• Mount out of direct sun
• Consider dedicated device

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Optimization by Phone

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Display Problems

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Screen Issues

Black Screen During Ride:

• Check screen timeout settings
• Enable “Keep Screen On” in Stride
• Verify not in pocket mode
• Tap to wake if needed

Data Not Updating:

• Check sensor connections
• Verify not paused
• Force refresh display
• Restart recording if needed

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Layout Problems

Reset to defaults:

1. Settings → Display
2. Reset Layout
3. Reconfigure as needed
4. Save custom layout

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Audio Problems

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No Audio Alerts

Verify settings:

• ✅ Audio alerts enabled
• ✅ Phone not on silent
• ✅ Volume turned up
• ✅ Bluetooth audio connected?
• ✅ Do Not Disturb off

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Audio Over Music

For alerts during music:

1. Enable “Duck Audio” setting
2. Adjust alert volume separately
3. Test with music playing
4. Use single earbud for safety

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Data Accuracy

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Wrong Metrics

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Login Issues

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Can’t Sign In

1. Check Credentials

   • Correct email/password
   • No extra spaces
   • Caps lock off

2. Reset Password

   • Use “Forgot Password”
   • Check spam folder
   • Try different email

3. Account Issues

   • Verify account active
   • Check subscription status
   • Contact support

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Session Expired

Normal after updates:

• Log in again
• Check “Remember Me”
• Enable biometric login
• Save password securely

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Performance Issues

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App Running Slowly

Quick Fixes:

1. Force quit and restart
2. Clear app cache
3. Free up phone storage
4. Reduce data field count
5. Disable unnecessary features

Deep Clean:

1. Export important data
2. Delete and reinstall app
3. Start fresh configuration
4. Add features gradually

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Freezing During Workouts

Prevent freezes:

• Download workouts offline
• Close other apps
• Adequate storage space
• Cool environment
• Regular app updates

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Error Messages

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Common Errors

Error	Meaning	Solution
”No Internet”	Can’t reach servers	Check connection
”Sync Failed”	Upload problem	Retry later
”Sensor Lost”	Bluetooth drop	Move closer
”Storage Full”	No space	Clear cache/photos
”Invalid Data”	Corrupt file	Re-record activity

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Reporting Bugs

Help us fix issues:

1. Screenshot error
2. Note steps to reproduce
3. Include device model
4. Send to support@stride.is
5. Check for updates

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Prevention Tips

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Regular Maintenance

Weekly tasks:

• Clear app cache
• Check for updates
• Verify sensor batteries
• Test before important rides

Monthly tasks:

• Full app refresh
• Review permissions
• Update phone OS
• Clean sensors

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Before Important Rides

Pre-ride checklist:

• App updated
• Phone charged
• Sensors paired
• GPS lock acquired
• Test recording
• Offline maps downloaded

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Next Steps