General
True or False: The WHOOP 4.0 requires Bluetooth Low Energy (BLE) of 4.2 or higher
What is true?
The 3 troubleshooting steps for members who run into the "Something Went Wrong" error message
What is?:
- Confirm the email they're using to log in.
- Log out and log back in to try again.
- Delete the app, restart the phone, reinstall it.
This needs to be "off" to successfully get into pairing mode
What are the green sensor lights?
This is how we check to see if a member using an Android has the ability to update to OS 10
What is look up their phone model on gsmarena.com?
True or False: You need your phone near you & your WHOOP to track your route in Strain Coach.
What is true?
The place on the WHOOP Zendesk card & MXP that we can find if a member is currently connected/how long ago a member was last connected
What is "Last Upload"?
Three places you can check for an answer to a SW question if you're not sure:
What is:
1. Searching Slack
2. KB
3. WHOOP Support page (support.whoop.com)
4. Slide deck from T2 Software Training
5. Escalate w/ internal note
(would accept any of those 6)
If a member states they have completed the pairing steps online already, do not send the same steps again. Instead, we should:
What is? Ask them what step they are getting stuck at or if they are able to put their WHOOP into pairing mode and/or ask for a video
True or False. Apple Watch might come up in the WHOOP app only if the member or someone close to them owns an Apple Watch
What is false?
For a tough ticket, you should do these two things before escalating to another Tier 2 Team and/or requesting assistance from a TM.
What is: Reply to the member and include an internal note?
Three Software-related things that logs don't tell you
Possible answers — what is:
1. Airplane mode and/or Do Not Disturb
2. Background app refresh is on/off
3. If they went out of Bluetooth range
Not SW but would except "Anything Analytics related (Strain, Recovery, Sleep)"
Name 2 key terms to look for in iOS logs:
What is:
- "willterm" / terminating the app
- "low power mode: on" / low power mode being turned on
Would also accept "CBManager Bluetooth Off"
When trying to remove the WHOOP from Bluetooth on an iPhone, the "i" might not be present if this step wasn't taken
What is force closing the app?
True or False: You need your phone near you during your workout to broadcast your HR to another device.
What is false?
True or False: Nordic Firmware is the main firmware that typically gets updated.
What is False?
Nordic: is Bluetooth Firmware
True or False: You can HR broadcast to Garmin devices as long as they have ANT+
What is false?
They must have BLE connectivity, which is different than ANT+
"I tried to log back in and it is making me create a new account, but when I try and create an account, it says my username is already taken".
This is a common description of this error message:
What is "Create a New Profile"?
The three phone settings we can send to users on iOS to ensure optimal connectivity
What is?
- Phone Settings > General > Background App Refresh On (Cellular Data + WiFi)
- Phone Settings > Battery > Low Battery Mode > Off
- Phone Settings > WHOOP App > Background App Refresh, Cellular Data, Location Services On
Would also except: Airplane mode off and Bluetooth on, but the above three are the ones you need to remember. :)
This is why we should not advise members to delete the app as one of the first steps in troubleshooting
What is: If they have any data that is "catching up" they can potentially lose that data?
If you see a large pointed backlog line in the HW console, one of these two things might be happening (both iOS and Android)
What is — data lag:
1. Force-closing the app
2. Low-power mode: on / battery optimizations not ignored
Also will accept Airplane mode or Background App refresh turned off as an answer.
True or False: Not being able to play music during WHOOP Live is a current external bug
What is false?
You cannot play music during WHOOP Live at this time as a function of the phone, not of the WHOOP app.
In this situation, we "Ghost" a WHOOP DeviceID
What is: Tied to a Fenda account or wrong account?
This is another type of tap you can try if the quick, aggressive taps aren't working to access pairing mode
What are heartbeat/double taps?
This is the term you'd see in Android logs when the app is opened
What is "opening event dump"?
True or False: More than one linked bug about the same issue can be reported on behalf of a member.
What is False?
Only one linked bug needs to be reported for a member.