Troubleshooting

I’m locked out of the Outbreak app!

1. Make sure you are logging in with the correct email you used to register.
2. Try requesting a password reset. Please check both your inbox and spam folders. (Note: if you had a typo in your email address at registration this will not work.)
3. If you are still unable to reset your password and get into your account, contact customer support for assistance.

How do I get Power?

Syncing steps will award you [some] power but you will get a majority of your power by adding a workout to your fitness tracker or health app.

Workouts manually entered in your health app or device will count toward Power Points, not steps. Just for reference, here are details on the two in-game currencies, Steps and Power.

Steps (walking or running)
1. Steps (steps icon in step bank + glowing blue steps at the bottom of the game board) may be spent on team movement across the gameboard and provide enough power to heal yourself or a teammate, though not enough to defeat  some obstacles if you’re sticking to the minimum prescription (8K steps = ~30 power).

2. When you have steps in your Step Bank, the Spend Steps button (blue shoes icon) will glow. Tap the Spend Steps button to use your steps and move your team across the game board.

When your team reaches an obstacle, tap the Obstacle button (orange roadblock icon) to view the obstacle details. Obstacles require Power to defeat. Follow the on-screen prompts in the obstacle details to spend your Power accordingly.

Power (Activity outside of walking or running)
1. Power is a currency you can spend to conduct in-game actions like defeating zombies, passing obstacles, and can also be used to heal your character (and teammates).

2. You earn power by syncing in your exercise: 1 activity minute = 1 Power (i.e. 60 minutes of exercise = 60 Power)

3. Power may be spent on obstacles & healing.

4. If you have Power in your Power Bank, and your health is not full, tap the Regain Health button (red medical kit) to spend Power on regaining your health.

Learn how to input a workout in your device by selecting from the list below.

Log a workout on Apple Health (iOS)

1. Open the Apple Health app
2. Tap Browse, then Activity
3. Tap Workouts, then Add Data in the top right corner
4. Enter the activity type and start/end times, then tap Add

Log a workout in Google Fit (Android)

1. Open the Google Fit app
2. Click the ‘+’ button in the lower right corner
3. Click Add Activity in the menu that opens
4. Choose activity type from dropdown at the top of the screen
5. Add a start time, duration and tap Save at the top right corner of the screen

Log a workout on Fitbit

1. Open your Fitbit app
2. Tap the Today tab
3. Locate the Track you exercise modal and tap the “+” on the right-hand side
4. Fill out the activity log and when complete, tap Log It

Log a workout on Garmin

1. Open the Garmin Connect app
2. Select Training > Workouts > Create a Workout
3. Select an activity
4. Create your custom workout
5. Select Save
6. The new workout appears in your list workout

Troubleshooting Apple Health (iOS)

iPhone connected but is not syncing any steps

Make sure you’ve allowed all data to be synced to The Outbreak™.

Follow these steps:

1. On your iPhone, go to Settings
2. Tap Privacy
3. Make sure your Location Services are turned ON
4. Open the Apple Health app
5. Find and select The Outbreak™ in the list
6. Make sure that all data is turned on for Exercise Minutes, Steps and Workouts

After checking these things uninstall and reinstall The Outbreak™ from your phone.

Apple Watch

After connecting your Apple Health, you’ll want to prioritize your Apple Watch in Apple Health, which will ensure that your device is able to read data from The Outbreak™.

Prioritize Data Sources in the Apple Health app:

1. Open the Health app on your iPhone, then tap the Browse tab
2. Tap a category, then tap a subcategory
3. Scroll down, then tap Data Sources & Access
4. Tap Edit
5. Touch and hold the Change Order button (3 horizontal lines) next to a data source, then drag it up or down in the list
6. To turn off a data source so that it doesn’t contribute any more data for that category, tap the checkmark next to the source
7. Tap Done

I multiple sources contribute to the same data type, the source at the top of the list will take priority over other sources. Any new apps or devices that you add go to the top of the list automatically, above your iPhone.

After taking these steps you’ll want to check your watch’s connection.

1. Click on the Browse tab (located on the bottom right of the Apple Health app)
2. Select the Activity tab
3. You’ll want to check the Exercise Minutes, Steps and Workouts categories
4. Scroll down within each category to Data Sources & Access and make sure that The Outbreak™ is allowed to read data.

Steps are showing in my Apple Health app but not in The Outbreak

Another device or app (other than the watch or phone) may be pushing steps into the app and potentially causing conflicts. Follow the instructions below to check whether or not this is the case.

1. In the Health Kit app, go to Steps
2. Choose Show All Data, and look at each of the past 7 days
3. Look for entries not made from the iPhone or the Apple Watch (you can tell by the icon – an iPhone icon means it came from the iPhone, a watch icon means it came from Apple Watch, a HealthKit icon means it was manually entered, which is fine
4. If there are other icons, try deleting those entries by pressing the edit button and then Remove
5. Next, navigate to Sources in the Health app and disable the app that was pushing data

 

 

Troubleshooting Google Fit (Android)

Syncing issues

We have found that with Google fit it often helps to reconnect The Outbreak™ app with Google fit when steps are seemingly not in sync.

Google Fit syncs Power but not steps

Please take the following steps to make sure the connection is appropriately reset on both ends.

1. Delete The Outbreak™ app from your smartphone
2. Remove The Outbreak™ connection from Google Fit app
3. Reinstall The Outbreak™ app again and sign into your Outbreak account
4. Follow the prompts to connect Google Fit

The Outbreak™ is not listed as a connected app in Google Fit

Do you have a Gmail account connected to your phone?

You can verify this by:

1. Open the Google Fit App
2. Access Settings (from menu at top-left)
3. Scroll down to Connected Apps
4. Verify that there is an email address listed directly under where is says Connected Apps

OR

1. Go to your Android Settings
2. Click Accounts
3. Verify that Google is listed

If you do not have a Gmail account connected, you will need to create a Gmail account:

1. Go to your Android Settings
2. Click Accounts
3. Click Add Account and create a Gmail account.
4. Then close both the Google Fit app and The Outbreak™ app. Reopen The Outbreak™ app and toggle Google Fit to ON

Resetting the Google Fit <> The Outbreak™ connection

1. Uninstall both The Outbreak™ and Google Fit apps
2. Reinstall & open Google Fit first
3. Make sure that the email address selected is the same as the email address attached to your Outbreak account
4. Reinstall The Outbreak™ app
5. Navigate to Settings in The Outbreak™ app
6. Tap Pair A New Device on the Devices tab
7. When prompted to Choose a Device Type you should select Phone
8. Since we’ve uninstalled & reinstalled both apps, you should be prompted to connect your Google Fit account (again, make sure the email addresses are correct)
9. Once you allow all permissions, you should receive a Pairing Complete message
10. Exit out of that screen
11. You should see your Android connected.

NEXT, we’re going to double-check that The Outbreak™ is connected to Google Fit

1. Open the Google Fit app
2. Tap on Profile
3. In the top right corner, tap the gear icon
4. Under Google Fit data, tap Manage Connected Apps
5. You should see The Outbreak™ listed under apps and devices under the email address that you granted permissions to within The Outbreak™ app
6. Under Google Fit apps & devices for the email address that you

If you do see that it’s connected to the correct email address, get up and take a solid amount of steps (about 100-200 steps). Hop back into the The Outbreak™ and tap on your Step Bank or Power Bank to force a sync.

If it doesn’t sync or you’ve synced recently, close The Outbreak app & reopen it.

Troubleshooting Samsung

Connect a Samsung device to Google Fit

At this time there’s no direct connection between Samsung Health and The Outbreak™, so you’ll want to connect your Samsung device to The Outbreak™ via Google Fit.

Below are instructions on how to make the connection between Samsung and Google Fit, as well as how to make the connection between Google Fit and The Outbreak™.

Samsung Health to Google Fit connection

1. Download both Google Fit and Samsung Health apps on your device (you might have one of these apps pre-installed already on your phone, but likely not both)
2. Download the free, third party Health Sync app from the Google Play Store
3. Open up the Health Sync app, and it should ask you to choose which of your Google accounts you want to use with Health Sync. It then will ask permission to view and store your stats and other info from Google Fit.
4. After that, the app will ask you to sync Google Fit to Samsung Health, or go in the other direction and sync S Health to Google Fit. (Keep in mind that if you choose the latter option, you should make sure that you have disabled steps and activity tracking in Google Fit or it could lead to some data conflict issues.)
5. Finally, the app will ask you to select the types of fitness data you want to sync up between the two fitness apps.

Connecting Google Fit to The Outbreak:

1. Install The Outbreak™ app
2. Go into Settings in The Outbreak™
3. Tap Pair A New Device
4. Under Choose a Device Type, you should select Phone
5. Follow the prompts to connect Google Fit account and allow all permissions requested (make sure the email addresses in both apps are the same)
6. Once you allow all permissions, you should receive a Pairing Complete message
7. Exit out of that screen
8. You should see your Android connected.

Confirm that it’s connected to the correct email address, then get up and take a solid amount of steps (100-200 steps). Hop back into the The Outbreak™ app. Tap on your Step Bank or Power Bank to force a sync.

If it doesn’t sync or you’ve synced recently, close The Outbreak app & reopen it.

Turn off Google Fit in The Outbreak

1. Open The Outbreak
2. Go to Settings->Account->Pair Fitness Tracker
3. Toggle the “Google Fit” slider off

Disconnect The Outbreak from Google Fit

1. Open the Fit App2. Go to Settings->Connected Apps
2. Disconnect The Outbreak™

Re-install the Outbreak

1. Uninstall The Outbreak™
2. Re-install The Outbreak™

Re-connect The Outbreak and Google Fit

1. With The Outbreak™ installed, open the Google Fit app
2. When prompted, choose an account to use for The Outbreak™ (you must do this)
3. When prompted, allow The Outbreak™ to view and store your activity information in Google Fit
4. Open The Outbreak™ app and go to Settings > Account > Pair Fitness Tracker
5. Toggle the Google Fit slider off and on again (Google Fit should show under paired trackers after this step)
6. Exit Settings and click Play. In a few moments, your steps from Google Fit should appear in the game

Why do I need another app to connect my Samsung to Google Fit?

Samsung does not have an open source API, like Fitbit and Garmin do. Meaning, they have to explicitly allow developers access to be able to integrate. They are undergoing some transitions and have not allowed third parties to access their API for several years now. We have reached out several times and they have yet to allow us access… and not just us but any third party developers.

We’d love to support Samsung natively in The Outbreak™, but our hands are tied until they open access. The steps we have provided are our best solution for a work around in the meantime.

Troubleshooting Fitbit

Syncing issues

When your Fitbit is seemingly out of sync, we find that some players find resolution by checking their Fitbit steps on a laptop or desktop computer online against your Fitbit app to make sure that your steps are the same both on the Fitbit website & the Fitbit app.

Resetting the Fitbit <> The Outbreak™ connection

Revoke access from your Fitbit

1. Log onto your Fitbit dashboard on a mobile or web browser (not the app)
2. In the right-hand corner, tap the Profile icon (little person)
3. Sign-in
4. Go to Dashboard
5. Go to Settings
6. Go to Applications
7. Locate Activity Tracker Prod by FIX Fitness and click Revoke Access.

Reconnecting a Fitbit

1. Open The Outbreak app
2. Navigate to Settings then Devices
3. Tap Pair A New Device
4. Under Choose a Device Type, select Tracker
5. Select your desired tracker type
6. Follow the on screen prompts to log into your Tracker’s account and grant the requested permissions
7. Once you Allow the requested permissions, you should receive a “Pairing Complete!” message
8. Exit out of that screen
9. You should see your tracker connected.

Once you complete these steps, go to the Fitbit app and tap the icon at the very top right corner of the screen. There, you should see the name of the Fitbit you intend to use in The Outbreak listed. If not, please tap ‘Set Up a Device’ to connect your Fitbit.

Then, hop back onto the fitbit.com on either mobile or web browser ONLINE (not the app) and check to see if your steps are coming in correctly there.

If your steps still aren’t syncing:

1. On your phone, tap “Settings”
2. Locate your Bluetooth tab
3. Locate the information icon
4. Locate the Fitbit device that’s connected to The Outbreak and tap Forget This Device

Open the Fitbit app and set up the connection again. You should receive a message asking you to allow your Fitbit device to pair with your phone. Tap Pair to approve the request.

Again, you’ll want to log on to your profile from either mobile or web browser and check to see if your steps are coming in correctly there.

Troubleshooting Garmin

Syncing Issues

Please check and make sure your Garmin device is syncing with the Garmin app on your phone. With older Garmin devices, you may have to manually sync it by opening the Garmin app.

Error Messages

Error code 30002: Can’t reach the Outbreak servers

Make sure you have the most current version of the Outbreak App. You can do this by checking in the App Store/Google Play.

A small number of networks seem to have problems with our initial data package.

If you are on a wifi network, please switch to cellular for the initial login and vice versa if you are already on cellular.

Error code 10002 or 40000

We suggest if you’re using WiFi to switch to cellular data and wait about a 1 minute or vice versa.

It’s very likely you don’t have enough room on your phone to download the assets.

Once you’ve made the switch, you should uninstall & reinstall the The Outbreak app.

To make sure that The Outbreak will run smoothly on your smartphone, you’ll also want to make sure your device meets the minimum requirements listed below.

iPhone requirements:

• iPhone 6 or newer with iOS 11X or higher
• Check the amount of free storage on your phone:
  • From the Home screen, tap Settings > General > iPhone Storage
  • View to used and available storage, plus a graph of what is using the memory
  • Scroll down to see how much storage each app is using

Android Requirements:

• Android version 5.1.1 or higher.
• Devices need to have at least 2GB of ram, higher with some devices.
• How to check RAM:
  • Head to Settings > Applications > Running Services
  • Or, Settings > More > Application Manager > Running
  • Here, you’ll see RAM, used and free

Add both numbers together to get total usable RAM for the device. Note that this might be less than the RAM advertised for the phone model, as the system may reserve some of the RAM for itself.

Another suggestion is to uninstall and reinstall the app & make sure that you’re entering your email address & password in their respective fields correctly when you sign back in.

I received a “Manual Step Cap Reached” message…what does this mean?

Many step tracking apps allow users to manually input their estimated step count. In The Outbreak, steps are synced into two categories:

1. Steps that are synced directly from the step tracking device are “verified”.
2. Steps that are manually entered by the user are “unverified”.

In order to mitigate the effects of players who accidentally (or purposefully) enter more steps than they have actually taken, The Outbreak has a daily limit to the number of manually-entered steps that will sync into the game.

If you received a message in The Outbreak app that says, “Manual Step Cap Reached,” then you have exceeded the daily limit for manually-entered steps. If you believe you received this message in error, please contact our support team at support@fix-fit.com.

Step Cap explained: Why are some players showing steps higher than the step cap?

These examples are in the event your step cap was 20K daily steps.

For example: Misha walks 12,000 steps on Monday and goes into the game and uses them to move her team, and then Misha walks 3,000 more steps that day (total of 15,000 steps) but does not go in that day to use them, those 3,000 steps she didn’t use will show up in her step bank when she logs in on Tuesday (because they are under the 20k limit). If Misha walks 20,000 steps on Tuesday, she will then have a total of 23,000 steps on Tuesday to use to move her team and that 23,000 will be what is shown on the leaderboard.

However, if Misha walks 21,000 steps on Tuesday. She will still only have 23,000 steps to use, not 24,000 because her steps for Tuesday will be capped at 20,000. Those 1,000 steps over the 20,000 cap will never show up in game.

Another example: Ali walked 15,000 steps on Monday and uses them to move her team. She then walks an additional 10,000 steps that day (25,000 total) but does not go in to use those steps. The next day when Ali logs in, she will see 5,000 steps in her bank, not the 10,000 because her steps for Monday were capped at 20,000.