account arrowhead-down arrowhead-up mobile-menu search sm-bold-x x-skinny-rounded x-skinny arrowhead-right social-facebook social-googleplus social-instagram social-linkedin social-pinterest social-qzone social-renren social-tencent social-twitter social-vkontakt social-weibo social-youku social-youtube

Please help us improve our website

Take our customer survey to evaluate your visit.

It should only take a few minutes to answer five quick questions. Just click the Launch survey button at the end of your visit to begin.

cancel
Showing results for 
Search instead for 
Did you mean: 
Tips & Tricks

Troubleshoot, find support articles, run tests directly on your phone with the support application.
Read more and discuss the app here.

LifeLog

Enthusiast
Message 1 of 13
1,935 Views
Message 1 of 13

LifeLog

Hello Sony support forum users,

I am having problems signing into the LifeLog application on my Sony XZ. Obviously I can sign in on the forum so my credentials are correctly filled in here, unfortunately the application does not allow this to happen on the phone.

 

Why?

 

 

B59766EE-0AF6-488A-A9BF-B13C6C45E270.png

12 REPLIES 12
Message 2 of 13
1,914 Views
Message 2 of 13

Re: LifeLog

Sony no longer support Lifelog so you won't get any useful help on this issue.

 

Best advice is to switch to one of their competitors.

Moderator
Message 3 of 13
1,910 Views
Message 3 of 13

Re: LifeLog

@DunkirkPie can you share the source where it is stated Lifelog is no longer supported?



Moderators are not affiliated with, or work for Sony Mobile, and their posts represent their own opinions and views. Click here to find out more about the different roles on the community.

Moderator
Message 4 of 13
1,905 Views
Message 4 of 13

Re: LifeLog

I've received lifelog updates within the last month for lifelog, not exactly unsupported imo.



Moderators are not affiliated with, or work for Sony Mobile, and their posts represent their own opinions and views.
Click here to find out more about the different roles on the community.

Message 5 of 13
1,897 Views
Message 5 of 13

Re: LifeLog

Over the last two months I've emailed Lifelog support and emailed the generic Sony UK support, and posted on here, about an issue with Lifelog, and not received any useful support whatsoever. 

 

The generic Sony UK support in particular seem to specialise in lies, deliberately misunderstanding simple issues, prevarication, procrastination and generally unprofessional uselessness. 

 

So my source is personal experience. 

Message 6 of 13
1,878 Views
Message 6 of 13

Re: LifeLog

And if you don't believe my tales of how poor Sony support is, here is a full transcript of my email exchange with them.  After two months, they still don't even seem to have understood the issue, never mind proposed a useful solution.

 

==

 

6/6/2018 (from me to Sony)

Hello,

I use the Lifelog app (most up to date version) with a Smartband2 SWR12 and an Xperia Z3 compact running Android 5 Lollipop.

App logging all worked fine using the above setup with my previous phone (identical phone except that it was running Android 4 Kitkat).

Unfortunately my old phone broke and I had to replace it. Since then app logging has not worked at all. This means no logging of time browsing, playing games, using apps, photos taken etc.

This is doubly frustrating because it means when I wake up and spend an hour in bed using apps, browsing, playing games etc. Lifelog still thinks I am asleep and logs it as such, even though I am using the phone! Surely this cannot be right.

How can I fix this?

Thanks,
Simon.

--

8/6/2018 (from Sony to me)

Dear Simon,

Thank you for contacting the Sony Xperia support centre.
We are sorry to hear about the connection error you are facing while using your Smartband 2
We would suggest trying to reset your Smartband 2 to resolve the problem.
There are two different ways to reset SmartBand 2 to factory defaults:
1. Reset via SmartBand 2 app
To reset SmartBand 2 using the SmartBand 2 host application:
• Launch the SmartBand 2 app.
• Tap the menu icon (three vertical dots) in the top right corner.
• Select "Forget SmartBand".
• Confirm the following prompt.
2. Reset via on/off key
To reset SmartBand 2 via the power button might be necessary - for example if SmartBand 2 does not react:
• Make sure SmartBand 2 is powered off.
• Press the power button for at least 10 seconds.
• SmartBand 2 should turn on, vibrate and turn off by itself again.
• Power SmartBand 2 on by pressing the power button for 5 seconds.
Note! When resetting your SmartBand 2 by either of the above mentioned methods will delete all data stored on SmartBand 2 since the last synchronization with your Android™ device.
You will also need to pair SmartBand 2 a new with your device.
I hope this helps.

Kind Regards,
Ash
Sony Xperia UK Customer Services

--

9/6/2018 (from me to Sony)

Hello,

Thanks for your reply.

I’ve tried that and it has had no effect.

Can you offer another solution? I strongly suspect that the problem is with the app/phone, not with the Smartband.

Simon.

--

11/6/2018 (from Sony to me)

Dear Simon,

Thank you for contacting the Sony Xperia support centre.

We are sorry to hear of the life log issue that you are having with your Sony Smartband2.
To resolve the issues we recommend that you send your product to our service location to be examined by our authorised service engineers. However, please note the below information only occurs to products which have been purchased within the UK. If your product was purchased outside the UK then you would need to contact the support centre in that region.
The turnaround time for this process is currently on average 5-7 working days, from when the repair centre receives the product. We offer apologise for any inconvenience that this may cause.
Please find the address to send your accessory to below:
SBE LTD
FREEPOST NAT19593
Ashford
Kent
TN23 7BR
Please place your product in a Jiffy bag and send it via your Post Office. Please also ensure that you obtain a Proof of Postage receipt from your Post Office. Please ensure you do not send your original box or documents as these may be damaged in transit and may not be returned.

We would suggest making a note of the product model before sending it to our service centre as this will make it easier for us to track the status of your repair. This information can be found on the product itself.
We also suggest that you include a covering letter with a fault description and your return address. Please send a copy of your proof of purchase with your accessory in the jiffy bag.

Kind Regards,
Adam
Sony Xperia UK Customer Services

--

11/6/2018 (from me to Sony)

Hi,
As I've said the issue is not with the SmartBand.
The problem is that Lifelog fails to recognise when apps, browsers etc are being used on the phone. This has nothing to do with the SmartBand.
Please can you investigate the actual issue rather than just fobbing me off with irrelevant suggestions. I have sent this problem to the Lifelog support email and posted it on Sony's Lifelog support forum, and had no response to either.
Simon.

--

11/6/2018 (from Sony to me)

Dear Simon,

Thank you for contacting the Sony Xperia support centre.

What we have been trying to advise is that this issue could only be resolved by sending the product to us as there is nothing from your end that can be done nor over the air as we dont have this option.

Kind Regards,
Chris
Sony Xperia UK Customer Services

--

11/6/2018 (from me to Sony)

Hello,
All of the solutions which you have proposed have involved the SmartBand (rebooting it and sending it to your support centre).
The issue is not with the SmartBand, the issue is with the Lifelog app. It has NOTHING TO DO WITH THE SMARTBAND.
You have so far made no attempt to address the problem I am having. Please can you advise how this issue can be resolved. There seen to be a number of people on the Lifelog forum who have the same issue.
Simon.

--

13/6/2018 (from Sony to me)

Dear Simon,

Thank you for contacting the Sony Xperia support centre.

We are sorry that you are still facing issues using the lifelog app on your Xperia phone.
We need to highlight that requesting the smartband to be sent to our service centre is due to the fact that all steps recommended perviously are not solving the issue so it can b caused by connection issue between the app and the band, in case that you are satesfied with that option, you can reach the support for lifelog app they may be able to assist you further.
lifelogfeedback@sonymobile.com

Kind Regards,
Jessie
Sony Xperia UK Customer Services

--

13/6/2018 (from me to Sony)

Yes I emailed lifelogfeedback@sonymobile.com last week and have not even had a reply. They are as useless as you are.

--

14/6/2018 (from Sony to me)

Dear Simon,

Thank you for contacting the Sony Xperia support centre.

Thank you for your feedback and we are sorry that you are still facing issues.

If you wish to send your Smartband for repair please find the below details:
The turnaround time for this process is currently on average 5-7 working days, from when the repair centre receives the product. We offer apologise for any inconvenience that this may cause.
Please find the address to send your accessory to below:
SBE LTD
FREEPOST NAT19593
Ashford
Kent
TN23 7BR
Please place your product in a Jiffy bag and send it via your Post Office. Please also ensure that you obtain a Proof of Postage receipt from your Post Office. Please ensure you do not send your original box or documents as these may be damaged in transit and may not be returned.

We would suggest making a note of the product model before sending it to our service centre as this will make it easier for us to track the status of your repair. This information can be found on the product itself.
We also suggest that you include a covering letter with a fault description and your return address. Please send a copy of your proof of purchase with your accessory in the jiffy bag.
Please note that if the damage is not covered by the Sony Limited Warranty, there is a fee to have your product returned or replaced. We would be unable to confirm whether the product is covered by warranty or not until it has been fully examined by an authorised engineer at our service location. Please view the Warranty in your User Guide or at www.sonymobile.com for more information regarding this.
We hope this helps.

Kind Regards,
Jessie
Sony Xperia UK Customer Services

--

14/6/2018 (from me to Sony)

You MORONS. You clearly have not read any of my emails.

THERE IS NOTHING WRONG WITH MY SMARTBAND!!!!! THE PROBLEM IS WITH THE LIFELOG APP WHICH YOU OBVIOUSLY DO NOT SUPPORT ANY MORE!!

--

14/6/2018 (from Sony to me)

Dear Simon,

Thank you for contacting the Sony Xperia support centre.
We do apologise, we work by supporting you with troubleshooting steps that are purely steps that will eliminate possibilities for us to know the root cause of the issue and what steps to follow so we can get it resolved.
We have already offered you all the available troubleshooting steps required.
If you want us to help you further, please send you Smartband to our repair centre to be inspected by one of our professional engineers.

Kind Regards,
Ash
Sony Xperia UK Customer Services

--

14/6/2018 (from me to Sony)

WHY DO YOU KEEP TELLING ME TO RETURN MY SMARTBAND???? THERE IS NOTHING WRONG WITH MY SMARTBAND!!!!!!!!!!!!!!!!!!!!!!!!!

I WISH I’D NEVER MENTIONED THAT I HAVE ONE, IT’S IRRELEVANT!!!!!!!!!!!!!

--

15/6/2018 (from Sony to me)

Dear Simon,

Thank you for contacting the Sony Xperia support centre.

We are sorry again for the inconvenience caused regarding this issue you are facing.
However, if we try all the troubleshootings to solve the case with the smartband
and then those troubleshootings do not seem to solve the issue there when we advise you to send it to so we can look at it and check whats wrong and why is it not functioning in the matter that you contacted us for.
We tried all the shootings from our side that you might be able to handle by yourself and thats why we asked you to send it so we can keep hold of it to be able to see further.
As there is nothing more from your end that can be done.

Kind Regards,
Chris
Sony Xperia UK Customer Services

--

15/6/2018 (from me to Sony)

ARE YOU MORONS OR ARE YOU DELIBERATELY TRYING TO **** ME OFF????

THERE IS NOTHING WRONG WITH MY SMARTBAND!!!!!!!!!!!!!!!

HOW MANY TIMES DO I HAVE TO TELL YOU???????????????

--

18/6/2018 (from me to Sony)

I have emailed the Lifelog team (lifelogfeedback@sonymobile.com), twice, and not even received an acknowledgement.

Is this email address actually even monitored?

--

19/6/2018 (from Sony to me)

Dear Simon,

Thank you for contacting the Sony Xperia support centre.

We are sorry to hear the LifeLog support team have not responded. We would like to assure you that they are working on your issue and will be contacting you as soon as possible.
We would also like to inform you that all our communication channels are monitored to ensure that all our support is up to our Quality Standards.
We apologise for any inconvenience caused, and we thank you for your patience.

Kind Regards,
Sasha
Sony Xperia UK Customer Services

--

19/6/2018 (from me to Sony)

“We would like to assure you that they are working on your issue and will be contacting you as soon as possible.”

Yeah right. We’ll see. I’ll keep this email and write back to you in a few weeks when I still haven’t received a response.

--

26/6/2018 (from me to Sony)

Well another 8 days have gone by and Lifelog support have still not replied to any of my emails.

Are they still working on my issue??

--

27/6/2018 (from Sony to me)

Dear Simon,

Thank you for contacting the Sony Xperia support centre.

We are sorry to hear that you are facing delay in the resposes you are waiting regarding your issues with the Lifelog application and once the concerned team are done with investigating the issue you should be receiving the needed resolution.
Please accept our apologies for the inconvenience this may have caused

Kind Regards,
Jessie
Sony Xperia UK Customer Services

--

27/6/2018 (from me to Sony)

I don’t believe you. I don’t believe I will even hear back from Lifelog support.

--

3/7/2018 (from me to Sony)

Another week has gone by and I have still not heard back from Lifelog support. It’s now nearly a month since I raised this.

Are you still sticking to your risible claim that they are working on this and will be contacting me in due course?!

You people are a joke.

--

11/7/2018 (from me to Sony)

Yet another week has elapsed and I have still not heard back from Lifelog support.

What happened to your promise that they would contact me?

Embarrassing. Your support is a joke.

--

11/7/2018 (from Sony to me)

Dear Simon,

Thank you for contacting the Xperia support by Sony contact centre.

We are sorry to hear that you are facing delay in the responses you are waiting regarding your issues with the Lifelog application and once the concerned team are done with investigating the issue you should be receiving the needed resolution.
Please accept our apologies for the inconvenience this may have caused

Kind Regards,
Charlie
Xperia support by Sony UK Customer Services

--

12/7/2018 (from me to Sony)

What a pack of lies. How can you keep a straight face telling me this total bull****. Useless idiots.

--

29/7/2018 (from me to Sony)

I contact you on June 6th about an issue with Lifelog.

I have had no useful response from you. No wonder you get paid so little.

YOUR SUPPORT IS ****.

EMBARRASSING.

--
31/7/2018 (from Sony to me)

Dear Simon,

Thank you for contacting the Xperia support by Sony contact centre.

We are sorry to hear about the lifelog activities loggin issue with your Xperia Z3 Compact.

From the issue that you have described, we would like to mention that it is the SmartBand movement that determines the sleep and not the Lifelog app.

Then it will start logging your activities depending your usage on the apps. For instance, the Lifelog application measures when you're listening to music. At the moment, only the Music app is supported by the Lifelog application.

If the issue persists, we recommend that you try these methods one after the other. Verify whether the problem was solved after each method, before trying the next one.
• Log in to the Lifelog app again.
• Make sure that you wear the SmartBand on your dominant wrist when collecting data.
• Make sure that you have charged your SmartBand.
• Make sure you have an active Internet connection to ensure the successful synchronisation of data between your SmartBand and the Lifelog application on your Android™ device. Also, remember that your SmartBand only stores data for up to two weeks.
• Make sure that you haven't used your SmartBand in salt water or did let the micro USB port come in contact with salt water. Also, never expose the SmartBand to any liquid chemicals.
Logging in to the Lifelog application
To log in to the Lifelog application
1. From the Home screen of your Android™ device, tap the Application screen icon.
2. Find and tap Lifelog.
3. Follow the instructions that appear on the screen and accept the terms and conditions.
Checking the battery level or your SmartBand
To check the battery level of your SmartBand
1. From the Home screen of your Android™ device, tap the Application screen icon.
2. Find and tap Smart Connect > Devices > SmartBand.
Tip: When your SmartBand is on and the battery level is less than 5%, your SmartBand emits two short vibrations and a popup window in the SmartBand application notifies you that your SmartBand is running out of battery.

Hope this information helps.

Kind Regards,
Alan
Xperia support by Sony UK Customer Services

--

31/7/2018 (from me to Sony)

Hi Alan,

I’m afraid this doesn’t help at all.

You do not seem to understand the issue I am having. I don’t know why, because it isn’t difficult to understand, and I have reiterated more times than I care to remember. But for the sake of completeness I will explain it once more (copied and pasted from my original email):

“I use the Lifelog app (most up to date version) with a Smartband2 SWR12 and an Xperia Z3 compact running Android 5 Lollipop.

App logging all worked fine using the above setup with my previous phone (identical phone except that it was running Android 4 Kitkat).

Unfortunately my old phone broke and I had to replace it. Since then app logging has not worked at all. This means no logging of time browsing, playing games, using apps, photos taken etc.

How can I fix this?”

As you can see, the issue has nothing to do with sleep logging and nothing to do with my SmartBand, so I don’t understand why you are even mentioning them in your reply. I wish I had never mentioned that I use a SmartBand because it is irrelevant to the issue at hand. In fact I turned it off and stopped wearing it for a week and the issue with Lifelog (that there was no logging of app usage) of course persisted.

All of the solutions you have proposed (apart from logging in and out of Lifelog yet again) involve the SmartBand. Let me reiterate, please read this sentence because it is of paramount importance: THE ISSUE I AM HAVING IS A LIFELOG ISSUE AND HAS NOTHING WHATSOEVER TO DO WITH THE SMARTBAND. Please, please, please do not respond with any more information concerning the SmartBand.

So, in God’s name, I am absolutely begging you, please can you read what the issue is, understand it, and then propose a solution which addresses the issue itself. Do not try to fob me off with any other irrelevant asides about SmartBands, logging in and out of Lifelog, making sure that I have an active internet connection etc. It really is just a waste of your time and my time.

If your entire multinational company is either unwilling or incapable of helping me resolve this issue, please say so, so that I can just return my phone and buy myself a Samsung, and we can then all get on with our lives.

Simon.

Moderator
Message 7 of 13
1,854 Views
Message 7 of 13

Re: LifeLog

@DunkirkPie it does seem your case is under investigation of the UK team, what you can do is wait until you hear again from them.



Moderators are not affiliated with, or work for Sony Mobile, and their posts represent their own opinions and views. Click here to find out more about the different roles on the community.

Message 8 of 13
1,850 Views
Message 8 of 13

Re: LifeLog

Yes I'll just wait for a few more months shall I?  I don't really see how they can be investigating my case, as they don't even seem to understand it.

 

I get the feeling Sony are just hoping that I will die eventually, and the problem will go away.

Moderator
Message 9 of 13
1,844 Views
Message 9 of 13

Re: LifeLog

Have you tried any of the methods here?

https://talk.sonymobile.com/t5/SmartBand-Talk/Possible-solution-for-Smartband-talk-bluetooth-disconn...



Moderators are not affiliated with, or work for Sony Mobile, and their posts represent their own opinions and views.
Click here to find out more about the different roles on the community.

Message 10 of 13
1,841 Views
Message 10 of 13

Re: LifeLog

Are you trying to be funny?