Troubleshooting the Xen Sensor from FineLife.com
Note: the Xen Sensor is only operational when used in conjunction with any of the software programs sold on FineLife.com – specifically either Sample the Universe, or Journey to FineLife. If you do not own either of these titles, visit the Shop button to purchase or contact our support team at support@finelife.com. All of our programs only work on a Mac or PC computer and require the following System Requirements:
Windows
- Requires a 64-bit processor and operating system
- OS: Windows 7/8/10 (64-bit versions)
- Processor: Quad Core, 1.8GHz
- Memory: 8 GB RAM
- Graphics: GTX 660 2GB, AMD Radeon 7850 2GB
- Storage: 3 GB available space
Mac
- Requires a 64-bit processor and operating system
- OS: Mojave
- Processor: Quad Core, 1.8GHz
- Memory: 8 GB RAM
- Storage: 3 GB available space
If your Xen Sensor is not showing that is connected when trying to use it within either of the programs, please work through the following steps to see if this solves the problem and then if the issues persist, then contact us at support@finelife.com.
- Check to be sure that the USB port is fully slotted correctly into the USB slot on your computer.
- Double check that the USB port is in fact working properly, or switch to a new port.
- Double check that the ear cord is fully inserted into the other end of the Xen Sensor.
- Then place the ear clip fully onto your ear lobe. When your heart beat is registering the heart symbol on the side of the Xen Sensor will light up in time with your heart beat as it is measured by the device. Watch to see that this signal is steady and consistent.
- Be sure that you do not have any hair in the way of the sensor – and also check for body oils and remove with a tissue.
If, after performing each of these checks, you are still not registering a heart rate signal, and/or the program cannot detect the sensor, then please contact us at Support@FineLife.com and we will assist you with a replacement part or full unit of the Xen Sensor.