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Razer Nabu 2015 Support

General

What should I do if my Razer Nabu does not pair with my phone? 

If your phone is not pairing with your band, please do the following:

1. Close the Nabu app.
2. Go to Settings > Bluetooth then tap the Nabu’s corresponding (i) button then tap ‘Forget this device’. This will remove your band from your phone’s Bluetooth devices.
3. Reset your Nabu by holding down the Nabu button until the reset animation is shown on screen.
4. Open the Nabu app and try pairing it again.

I just updated my Nabu app, however my Razer Nabu band cannot be seen inside the app.

a. Make sure that your phone is connected to a network (cellular data or wifi).  After any Nabu app update, the Nabu app is required to sync with the Razer servers on its first launch.
b. Force close and re-launch the Nabu app.

My Nabu 2015 is displaying the wrong time?
You can manually update the time zone of your Nabu by doing the following.

1) From Nabu application, tap Profile picture to enter Profile Settings page.
2) On Profile “Settings” tab, turn off “Automatic Time Zone”.

3) Tap into “Set Time Zone” to select a correct time zone from the list, by choose the correct GMT offset and ignoring the city identifier.
What is it made of?
The Nabu is made of a thermoplastic rubber material that is both durable and flexible. This material is both comfortable and hypoallergenic so you can wear it all day.
Is It Waterproof?
The Nabu is water resistant which means it is okay to get it wet; just don’t submerge it in water. You can shower with it and run in the rain with it; but don’t swim, bathe or enter the sauna with it.
How do I wear it?
The Nabu can be worn on either wrist but be sure to set your preferred side on the Utility App because it will affect tracking. We do not recommend wearing the Nabu on your ankle.
What sizes can I choose from?
The Nabu is designed in two sizes – small-medium and medium-large.
We created this sizing system to ensure that customers can easily pick the size that fits their wrist best.
Small-medium: 75.3mm L x 59.1mm H x 13.6mm W
Will fit a wrist between 6.42 – 6.73 inches.
Medium-large: 81.0mm L x 63.4mm H x 13.5mm W
Will fit a wrist between 7 – 7.40 inches.
Can I replace the clasp to a smaller / bigger size?
Yes, the Nabu comes with 2 interchangeable clasps that are designed to accommodate most wrist sizes. Each size has two additional clasps to provide a better fit for your wrist. Please download and print out this wrist guide to help decide which size suits you best
http://assets.razerzone.com/eeimages/products/22705/Nabu_sizeguide_bbg.pdf
Will my Nabu Legacy (2014) work with latest Nabu App?
No, our current Nabu app only supports Nabu X, Nabu 2015, and Nabu Watch.
How do I take care of it?
Keep your Nabu dry and keep it regularly clean, especially underneath the band. Wear the Nabu loosely enough to allow air circulation. Use skin care products sparingly on areas that are covered by the Nabu. If you experience any discomfort, please discontinue using the Nabu.
Will the Nabu 2015 display the time of day?
Yes, the Nabu 2015 will show the time of day by default and it is auto synced to phone time for optimal accuracy . Your alerts will override the time when they arrive.
Does it use up my phone's battery?
The Nabu is a Bluetooth device which requires regular connectivity to your phone. Although the Nabu does not use up your phone’s battery, having your phone’s Bluetooth turned on does affect its battery life.
Why is it not charging?
Many factors can contribute to the Nabu's battery not charging, including:
• Dirty charging contacts.
• Faulty charging sources (e.g. USB port or plug).
• A defective USB charging cable

Try these steps to help determine the source of the charging issue:
1. Clean the charging contacts by using warm water and a cotton swab.  Carefully clean the charging contacts on your Nabu and charger. If a cotton swab does not fully remove the dirt or debris, use a toothpick or toothbrush. Do not submerge your Nabu in hot water or use abrasive cleaners. Thoroughly dry your Nabu before attempting to charge.
2. Try a different USB port. Your charger may not be getting enough power from the USB port it is plugged into or the USB port may be defective. Avoid using USB hubs.
Power or unpowered USB hubs do not always provide a consistent output to charge your Nabu. If you're using a USB hub, try connecting the USB charging cable directly to your computer's USB port or a USB wall charger. If your Nabu starts charging while directly plugged in, the USB hub is not providing enough power and should not be used.

If you have done these steps and you are still having trouble charging the Nabu, please contact Razer Customer Support at www.razerzone.com/contact-us for further assistance.
I'm going on a trip. What should I know when traveling with it?
Here are some great tips for traveling with the Nabu:
• It is safe to take the Nabu through airport security. The scanning machine will not register it as a threat nor can it be damaged by the scanning machine.
• The Nabu uses Bluetooth Low Energy, which should be considered safe for most airlines. However, if it is required for all passengers to turn off their electronic devices, please comply with airline regulations.
• For charging purposes, the USB cable can be plugged into any power source that is provided by some airports and planes.
• The Nabu can store up to 5 days’ worth of fitness and sleep data so it is okay to turn off your mobile phone during the flight.
• Remove the Nabu when applying lotion or bug spray because these chemicals may deteriorate the smartband.
If your Razer Nabu / Nabu X / Watch is not charging, please go through the following steps:
1. Try a different USB port or UL-certified wall charger. Do not use a USB hub.
2. Try cleaning the charging contacts using a toothbrush or toothpick. You may also use an Alcohol swab. Be sure not to scrape the contacts with metal as it can damage the plating, resulting in corrosion.
3. Try restarting your Nabu
If your Nabu still would not charge, please contact Customer Support.
Does the LED display stay on all the time?
No, the display is only active when you turn your wrist or when you have an incoming notification.  However you can set how long it stays on for, within the Nabu Utility app.
My Nabu does not display the correct time following the Day Light Savings adjustment.
Please be sure your Nabu App is up to date. To do this go to your app store and click on “My Apps”. Then perform any update to the Nabu App that is available. If you are still having trouble, try to close and restart your phones Bluetooth connection. Alternatively, you can manually update the time as described in the FAQ below.
What does it track?
The Nabu constantly tracks the following:
• Steps walked
• Distance traveled
• Calories burned
• Active minutes
• Hours slept
How does it count steps?
The Nabu uses a 3-axis accelerometer to understand your motions. An accelerometer is a device that turns movement (acceleration) of a body into digital measurements (data) when attached to the body. By analysing acceleration data, the Nabu can provide detailed information about frequency, duration, intensity, and patterns of movement to determine your steps taken, distance traveled, calories burned, and sleep pattern. The 3-axis implementation allows the accelerometer to measure your motion in any way that you move, making its activity measurements more precise than older, single-axis pedometers.

The Nabu uses a complex algorithm designed to look for indicative motion patterns for step counting. One condition for a motion pattern to be recognized as a step is to set a threshold. If a motion and its subsequent acceleration measurement data meet the threshold, the motion will be counted as a step. If that threshold is not met, the algorithm won’t count the motion as a step. Other factors can create enough acceleration to meet the threshold and therefore cause some over counting of steps, such as riding on a bumpy road. Equally, it's possible for the algorithm to undercount (not meet the required acceleration threshold).

How does it track my sleep?
During Sleep mode, the Nabu records each minute your body is at rest. Each significant movement such as rolling over will inform the Nabu that your rest is interrupted. This does not necessarily mean that you are fully awake or aware of your movements; however it may indicate that you are not getting the most out of your sleep time. Based on this data, the Nabu can determine if you are well rested or not.
How does it know how many calories I've burned?
The Nabu uses your Basal Metabolic Rate (BMR) to estimate the number of calories you have burned. To calculate your BMR, we factor in your height, weight, age, and gender that you provided when you created a Razer account.
Does it accurately track calories from cycling?
The Nabu is optimized for walking, resting, and running. It will not be as accurate for activities such as cycling.
What is the Nabu’s return and warranty policy?

Returns are subject to the Razer Returns and Refund Policy. You have up to 14 days from the time you receive your item(s) to initiate a return.

If you're having trouble with your Nabu, please visit Razer Support or contact Razer technical support.

See our warranty terms for more detailed information regarding our warranty policies.

Can I use my Nabu with different devices at the same time?
No, you can only pair the Nabu with one iPhone/Android device at a time, if you want to change devices to use with the Nabu, please make sure you delete your band from the Utility App before pairing it to a new iPhone/Android device.
Is the Nabu Windows Phone compatible?
Not quite but we’re working on it right now. Functionality is too limited to be considered consumer-ready (i.e. SMS notifications only, no Pulse, Hi-Five, etc). It’s due to the Windows Phone architecture which makes it challenging to get to the same degree of integration as we can achieve with Android and iOS.
I am having trouble keeping the Nabu connected to my smartphone, what can I do?
If you are having trouble keeping the Nabu connected to your smartphone, you can try these troubleshooting steps:
1. Restart your smartphone's Bluetooth
2. Remove the Nabu from the Nabu Utility App and re-connect
3. Forget Nabu from your smartphone and re-find the device during scan again.

After trying each of the steps above, please send a test notification to the Nabu (Device > Details > Send Test Notification) to see if notifications work.

If you have done these steps and you are still having trouble keeping the Nabu connected, please contact Razer Customer Support at www.razerzone.com/contact-us for further assistance.
How can I modify or disassemble my Razer product?
We cannot help you in modifying or disassembling your Razer product since that will void the manufacturer’s warranty on the product.
Why does Razer require a proof of purchase?
Razer must verify that the product is within the specified warranty period and that it was purchased from an authorized reseller. Products purchased from unauthorized dealers are often used, counterfeit, re-boxed, defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements.  Razer will not be able to honor a warranty on products purchased from an unauthorized dealer or that are out of the warranty period.  If you purchased product from an unauthorized reseller, all support and warranty issues should be directed to that reseller.

iOS

What phones are compatible with the Nabu and its companion Utility and Fitness apps?
We are constantly testing new phones to ensure a wide range of devices are able to work well with the Nabu and its companion apps. Just to be sure however, here is a list of the verified phones, with more to come:

iPhone 5 and above
What do I do if I am having issues with my Nabu app on iOS?  Band not connected/syncing takes too long/info missing from dashboard.

1. Restart your iPhone’s Bluetooth


2. If that does not work, try the following:

     a. Force quit the Nabu app
     b. Remove the Nabu from the iPhone’s Bluetooth settings
     c. Re-launch the Nabu app


3. If that does not work, try the following:

     a. Go to the Nabu app – and select your paired Nabu from the dashboard
     b. Tap on the Details page
     c. “Remove this band” and tap OK to confirm Nabu un-pairing
     d. From the app dashboard, tap the Plus sign (+) to pair the device again
     e. Complete the pairing process for Nabu

I’m not able to setup my Nabu band to the IOS Nabu App
To connect your Nabu band to the Nabu App, please ensure your Nabu band is removed in your phone’s Bluetooth Setting before you perform “Add Device” in Nabu App.
After upgrading my IOS Nabu App, the App’s Dashboard shows “No Device” and all my fitness data displays zero.
Do ensure your phone is in good network connection, quit Nabu App by double-click on your phone’s Home button, swipe up until Nabu App pushes off the top of the screen before launching the Nabu App again.
Why does the Nabu not show the correct time when I've restarted my band after the battery had gone flat?
There is a chance that if the Nabu has been left discharged for an extended period of time, the clock may not show the current time. Charge and sync your Nabu band with the companion app to get the current time back.
Is the latest Razer Nabu App (version 2.2) supported on iOS.
The new Nabu app is supported on iOS 10.0 and higher. Lower versions of iOS are not supported.
Why does my Nabu not Sync or receive notifications again after a Firmware Update via my iPhone?
If your Nabu is not Syncing properly or has stopped receiving notifications after a Firmware update, please try the following:
1. Restart your Device’s Bluetooth
2. If that does not work, please go through the following steps:
a. Force quit the Nabu app by following these steps:
i. Tap the Home button twice on your iPhone to display recently used apps
ii. Swipe up to remove the Nabu app from the list
b. Remove the Nabu from the iPhone’s Bluetooth Settings
c. Re-launch the Nabu app
i. You may need to log back into your account after the Force quit
What is the diamond display on the private message screen?
For emojis not supported by the Nabu's display.
I was traveling overseas, and I suddenly lost data in the app. What happened?
Fret not, it's just a momentarily loss of data due to change in time zone. The data will be re-downloaded momentarily.
Why am I able to connect the Nabu band to the WeChat app but unable to pair the band to the Nabu app?
WeChat's Bluetooth control sometimes interferes with the band. Disconnect the band from the WeChat app, turn off Bluetooth, kill the WeChat app, and then re-connect the band to the Nabu app.
Why is the wrist turn to wake screen functionality not working?
Check if the band is in Sleep mode.
Why do I receive a notification on the band, but it doesn't vibrate?
Check to see if the band is in Sleep mode or if the vibration setting has been turned "Off".
Why does the fitness counter shown on the band become a smaller value?
Check if you've accidentally started Stopwatch mode. Stopwatch mode starts the steps counting from 0 during that session. Turning off Stopwatch mode will add the steps during that session to the total number taken throughout the day, and you should see your complete value again.
Why does the Razer Nabu not work with some 3rd party apps?
As the new Razer Nabu has improved data accuracy and handling, 3rd party apps developed with the original Nabu SDK will not work with the new Nabu app. However, we are working on a new and improved Nabu SDK 2.0 which will then allow developers to migrate their current apps or create new ones using the Nabu's improved features.
Access the full list of compatible 3rd party apps under "Connected Apps" in your Razer Nabu settings page.
Why do I not receive any notifications on the band even if I have completed a fitness goal, changed band settings, and can receive live data in the app?
This is an issue with iOS. Restart your phone and see if the issue still persists.
Why is my sleep data not being synced to the app after every night?
If you left your band unpaired to your phone when you sleep, the app may not reflect the sleep data when you re-pair to the phone the following day. We advise you to keep the band paired to the phone even as you sleep to ensure proper data sync. We're looking into improving this feature.
I'm having trouble syncing the Nabu to my fitness app, why?
The Nabu will automatically sync to the Nabu app every 15 minutes provided the following requirements are met:
-Your fitness app supports the Nabu
-You have the Nabu app installed on your iPhone
-Your iPhone is paired to the Nabu via Bluetooth wireless connection
-Your iPhone is within 15 feet of the Nabu
-Your smartband is not on Sleep mode
Can I sync more than one Nabu to a single iPhone?
No, the Nabu app allows you to only maintain one Nabu smartband per account.
How do I set the time for sleep mode?
Sleep tracking is now automatic. All you have to do is fall asleep, and the Nabu will automatically begin sleep tracking. Alternatively, you may tap on the Sleep bar on the Dashboard to pull up the detailed Sleep section, and hit the Plus sign in the top right corner. There is a Begin Sleep Now button to allow you to tell the Nabu to manually start sleep tracking. Or you can manually input the time slept using Add Sleep Log.
What is the difference between Do Not Disturb and Sleep mode?
Do Not Disturb disables incoming notifications and band vibrations. Sleep disables incoming notifications, band vibrations and starts sleep tracking.
Do I need to restart my Nabu?
If you're experiencing any of these problems, then you may need to restart the Nabu:
-The smartband is not syncing
-The step counter is not increasing
-The sleep counter is not increasing
-The gestures are not responding
To restart the Nabu, simply plug it into a power source, press and hold the button on the device.
Why is it not syncing with the Nabu app?
If the Nabu is not syncing with the Nabu app, try these troubleshooting steps:
1.Make sure that your iPhone is officially supported.
2.Make sure your operating system is iOS 8 or higher.
3.Make sure that your iPhone has Bluetooth enabled and is paired to the Nabu.
4.Check if an existing sync is not in progress. You can check if the Nabu is already syncing with your iPhone by opening the Nabu app and checking the Device screen. The screen will tell you the last time the Nabu was synced and will also tell you if syncing is in progress. The time to complete a sync will vary, and may take up to 30 minutes or more if the time from last sync is more than 5 days.
5.Force quit the Nabu app by following these steps:
-A.Tap the Home button twice on your iPhone to display recently used apps
-B.Swipe up to remove the Nabu app from the list.
-C.You may need to log back into your account after a Force quit.
6.Multiple devices connected to the iPhone's Bluetooth (i.e. speakers, other trackers) may interfere with the BT function of the Nabu.
If you're still unable to sync after these troubleshooting steps, please contact Razer Customer Support at www.razerzone.com/contact-us for further assistance.

Android

I am experiencing unexpected increase in the daily step count in Nabu app.

Please log out and log in again with your RazerID account on your Nabu app to fix this.

Why does the Nabu not show the correct time when I've restarted my band after the battery had gone flat?
There is a chance that if the Nabu has been left discharged for an extended period of time, the clock may not show the current time. Charge and sync your Nabu band with the companion app to get the current time back.
What is the diamond display on the private message screen?
For emojis not supported by the Nabu's display.
I was traveling overseas, and I suddenly lost data in the app. What happened?
Fret not, it's just a momentarily loss of data due to change in time zone. The data will be re-downloaded momentarily.
Why am I able to connect the Nabu band to the WeChat app but unable to pair the band to the Nabu app?
WeChat's Bluetooth control sometimes interferes with the band. Disconnect the band from the WeChat app, turn off Bluetooth, kill the WeChat app, and then re-connect the band to the Nabu app.
Why is the wrist turn to wake screen functionality not working?
Check if the band is in Sleep mode.
Why do I receive a notification on the band, but it doesn't vibrate?
Check to see if the band is in Sleep mode or if the vibration setting has been turned to Off.
Why does the fitness counter shown on the band become a smaller value?
Check if you've accidentally started Stopwatch mode. Stopwatch mode starts the steps counting from 0 during that session. Turning off Stopwatch mode will add the steps during that session to the total number taken throughout the day, and you should see your complete value again.
Why does the Razer Nabu not work with some 3rd party apps?
As the new Razer Nabu has improved data accuracy and handling, 3rd party apps developed with the original Nabu SDK will not work with the new Nabu app. However, we are working on a new and improved Nabu SDK 2.0 which will then allow developers to migrate their current apps or create new ones using the Nabu's improved features.
Access the full list of compatible 3rd party apps under "Connected Apps" in your Razer Nabu settings page.
Why can't I control the music player's Play/Pause/Next/Previous functions when using the Phone Remote Control mode on the band?
In some cases, the commands are not picked up by Google's Play Music app, and it is a rare occurrence for some phone models (i.e. Oppo Find 7). If this occurs for you, go to your Android device's System Settings > Apps > Google Play Music > Force Stop and then retry.
Why is the total number of steps shown in the Google Fit app incorrect?
The sum added up from the charts on Google Fit match with the data on the Nabu app. This is a rare occurrence for some Google Fit accounts.
Why does the Google Fit data not match up with that shown on the Nabu's app?
There is a 30 to 60-minutes delay in Google Fit reading the fitness data from Nabu's servers. If Activity Detection in the Google Fit app is enabled, it may cause a discrepancy too as Google Fit is collecting data of its own accord. We advise turning off Activity Detection, to allow the Nabu to be the primary fitness data recorder.
Why does syncing between the Nabu and the Nabu app take very long?
If there are long periods of unsynced data, re-syncing is expected to take a while. However, users can still continue using the app while syncing is in progress. Your mobile device's Bluetooth may also cause issues for syncing. Try restarting the Bluetooth function, and re-syncing to see if that fixes the issue.
Why do I not receive any notifications on the band even if I have completed a fitness goal, changed band settings, or can receive live data in the app?
This is an issue with Android. Restart your phone and see if the issue still persists.
Why am I able to receive notifications, get live data on the app, but changing band settings on the app does not reflect on the band?
This is an intermittent issue with Android devices. Restart Bluetooth functionality and see if the issue still persists.
Why is my sleep data not being synced to the app after every night?
If you left your band unpaired to your phone when you sleep, the app may not reflect the sleep data when you re-pair to the phone the following day. We advise you to keep the band paired to the phone even as you sleep to ensure proper data sync. We're looking into improving this one.
What Android devices are compatible with it?

-Samsung Galaxy Note 3/ Note 4 /Note 4 Edge
-Samsung Galaxy S5 / S6
-Sony Xperia Z1/ Z2 /Z3
-LG Google Nexus 5
-HTC One (M9) & (M8)
-LG G3
-Xiaomi Mi3 / Mi4
-Oppo Find 7
I'm having trouble syncing the Nabu to my fitness app, why?
The Nabu will automatically sync to the Nabu app every 15 minutes provided the following requirements are met:
-You fitness app supports the Nabu
-You have the Nabu app installed on your Android device
-Your Android device is paired to the Nabu via Bluetooth wireless connection
-Your Android device is within 15 feet of the Nabu
-Your smartband is not on Sleep mode
Can I sync more than one Nabu to a single Android device?
No, the Nabu app allows you to only maintain one Nabu smartband per account.
How do I set the time for sleep mode?
Sleep tracking is now automatic. All you have to do is fall asleep, and the Nabu will automatically begin sleep tracking. Alternatively, you may tap on the Sleep bar on the Dashboard to pull up the detailed Sleep section, and hit the Plus sign in the top right corner. There is a Begin Sleep Now button to allow you to tell the Nabu to manually start sleep tracking. Or you can manually input the time slept using Add Sleep Log.
What is the difference between Do Not Disturb and Sleep mode?
Do Not Disturb disables incoming notifications and band vibrations. Sleep disables incoming notifications, band vibrations and starts sleep tracking.
Do I need to restart my Nabu?
If you're experiencing any of these problems, then you may need to restart the Nabu:
-The smartband is not syncing
-The step counter is not increasing
-The sleep counter is not increasing
-The gestures are not responding
To restart the Nabu, simply plug it into a power source, press and hold the button on the device.
Why is it not syncing with the Nabu app?
If the Nabu is not syncing with the Nabu app, try these troubleshooting steps:
1.Make sure that your Android device is officially supported.
2.Make sure your operating system is Android 4.3 or higher.
3.Make sure that your Android device has Bluetooth enabled and is paired to the Nabu.
4.Check if an existing sync is not in progress. You can check if the Nabu is already syncing with your Android device by opening the Nabu app and checking the Device screen. The screen will tell you the last time the Nabu was synced and will also tell you if syncing is in progress. The time to complete a sync will vary, and may take up to 30 minutes or more if the time from last sync is more than 5 days.
5.Force quit the Nabu app by following these steps:
-A.Tap the Android device Home button
-B.Tap the Multitasking button.
-C.Swipe the Nabu app left or right to remove it from the column.
-D.You may need to log back into your account after a Force quit.
6.Make sure your Android device is not in Power Saving mode. You can view this by going to the Settings app on your Android device. If you're still unable to sync after these troubleshooting steps, please contact Razer Customer Support at www.razerzone.com/contact-us for further assistance.