Applies to: V650
Please note, that when you plug your V650 into your computer it may take some time to establish the connection between your V650 and the computer. Be patient and wait for the sync to start.
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If V650 sync doesn’t start in FlowSync or you get a “Connection error. Connection to Polar product lost.” error message, try the following steps one at a time.
Make sure you are following the syncing instructions
See How do I sync my V650 with Flow web service (Windows) for detailed syncing instructions.
Make sure the USB cable is connected to V650 properly
- If your V650 doesn’t charge properly, or if it doesn’t connect to FlowSync, remove and replug the USB cable.
- Always connect your V650 directly to your computer’s USB port. Do not connect it via USB hub, computer docking station or USB extension cable.
- Try the other USB port(s).
Be patient and wait for the sync to start.
Restart FlowSync
Close FlowSync by right-clicking/secondary clicking the icon on your computer taskbar and choosing Close. Then restart FlowSync from your computer desktop icon.
Restart your computer
Restart your computer while keeping the V650 connected to the USB port. V650 must be turned on and in the main view.
Restart V650
Press the side button and choose Turn off your V650, then restart the V650 by pressing and holding the side button. After the restart keep the V650 in the main view and be patient and wait for the sync to start.
Try syncing with another micro-USB cable if you have one.
Enable Javascript and cookies in your browser
Javascript and cookies need to be enabled for the connection to work. Usually they are enabled by default. See your browser's help for further instructions.
Make sure Bonjour Service is running
- Windows 7: Go to Start → Control Panel → Administrative Tools → Services. Make sure Bonjour Service is running and its status is Started.
Windows 8 and 10: Use Search Window to open Services application. - Click Bonjour Service and Start the service or click Restart the service.
- When you enable Bonjour Service, the mDNSResponder.exe process or Bonjour Service (Windows 10) appears on the list of running processes in Task Manager. The mDNSResponder.exe process belongs to the Bonjour for Windows service.
Make sure Polar FlowSync software and Bonjour service are allowed to pass through the firewall without restrictions
See below an example from F-Secure. If IPv6 traffic filtering option is set to Block, V650 connection can’t be established.
Also check that Bonjour Service or FlowSync aren’t blocked by any antivirus software.
Below you can see an example from F-secure.
You can temporarily disable the antivirus software and firewall and try syncing your V650 to make sure the antivirus software and firewall are not the root cause for the problem.
Make sure that other running software isn’t blocking the sync
- Close all other running software, including the ones that start automatically when you start your computer.
Windows 8 and 10: Choose Task manager → Startup. Disable all other software except for FlowSync
Windows 7: Choose Start → Search programs and files. Write msconfig. Choose StartUp tab and click the Disable all button. Disable all programs except for FlowSync. Click OK → Restart.
- Restart your computer and make sure Apple Bonjour service is still running: Go to Control Panel → Administrative Tools → Services. Click Bonjour service and Restart the service. (click Start if the service is not running). Try syncing your V650 again.
Make sure your computer recognizes your V650 correctly
Reconnect your V650 with the USB cable. Connect your V650 directly to your computer without using a USB Hub, computer docking station or USB extension cable.
Unplug all other USB devices from your computer.
Restart your computer keeping your V650 connected to the computer.
Retry syncing.
Check that V650 is shown on your computer as Remote NDIS based Interned Sharing Device.
- Windows 7: Go to Start → Control Panel → Device Manager → Network adapters.
- Windows 8 and 10: Use Search Window to open Device Manager.
- Your V650 is shown as Remote NDIS based Internet Sharing Device.
Remote NDIS driver is automatically included in the Windows operating system. If the driver is not found or correctly installed, you'll see an exclamation mark.
If there’s no sign that V650 is connected, click Scan for hardware changes.
To manually update the driver, right click/secondary click the device and choose Update Driver Software.
Choose Browse my computer for driver software.
Next choose Let me pick from a list of device drivers on my computer.
In the Select Network Adapter window, choose Microsoft Corporation and Remote NDIS based Internet Sharing Device. Click Next to finalize the driver update.
After the driver update, your V650 should be recognized and the sync should proceed.
Related articles:
Installing Polar hardware key locked software
Installing hardware key drivers
If a hardware key has been purchased it will be necessary to install the key drivers (available from the Polar web site support page.)
Note: the key driver below is supported by Polar software versions 21.01 or later
Download the FLEXId FlexID Key Driver Installer.
Unzip the installation files into a suitable folder then navigate to the folder in Windows Explorer and open a command window (selecting the folder in Windows Explorer, then holding the shift key down and right-clicking the folder and choosing one of the options below:)
Open command window here:
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or Open PowerShell window here:
In Windows Explorer, double click the installer file, haspdinst.exe, to display the command line options to install the key drivers; double click FLEXID9_README.html and follow the installation instructions.
Note:
haspsrm_win32.dll is needed to report the FLEXID9 hostids – even on 64-bit Windows systems.
The key driver DLL can be installed in one of two ways:
Option 1:
On 64-bit Windows systems, copy haspsrm_win32.dll to C:WindowsSysWOW64
On 32-bit Windows systems, copy haspsrm_win32.dll to C:WindowsSystem32
Option 2:
A customised dongle library path can be set using the environment variable FLEXID_LIBRARY_PATH according to Producer requirements. The best practise is to set the path to the same folder as producer application. On 64-bit Windows systems, both haspsrm_win64.dll and haspsrm_win32.dll should be copied to this folder.
Installing the drivers
To install the driver, navigate to the installation folder and at the command line type:
haspdinst -install
and press <Return> to initiate the installation.
If your copy of Windows displays a PowerShell window:
it will be necessary to type:
.haspdinst -install
The installer should report the drivers correctly installed.
Installing the hardware key DLLs
It will also be necessary to install hardware key (dongle) DLL haspsrm_win32.dll for both 32 and 64-bit platforms.
It may be necessary to restart the machine to complete the installation.
Plug in the USB key.
Note: allow the machine to detect and install the USB key fully before running the Polar software.
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With the USB key drivers installed you should see the following entries in the USB Controller list
The USB key light should be lit.
If you are upgrading your hardware key driver and already have a valid .lic activation file this completes the procedure.
If you have a new installation and do not yet have a valid .lic file for your key – please read on:
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Generating the license file
To generate the license file it will be necessary to gather information that uniquely identifies your system.
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Requesting a node-locked license
Use Windows Explorer to browse to the C:Program FilesPolarLicences folder and run lmtools.exe.
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From within LMTOOLS select System Settings (see screen shot below.)
If you are using a hardware key, ensure the key is installed as described above and that the FLEXID field is populated. The number shown should match the number etched on the hardware key. If the field is empty please contact your local Polar Representative.
Save this information by selecting the Save HOSTID Info to a File. Enter a filename, choose a suitable folder location and select Save. The LMTOOLS utility may now be closed.
Email the HOSTID file(s) created to polarcare@polarinstruments.com. The license file will be returned to you shortly.