GoZone FAQs

 

Why is the GoZone not counting my steps?


Step 1 – Is the GoZone activated?
Your GoZone will not begin to count your steps until you have activated the battery and registered your GoZone.

Directions on how to activate your GoZone.

Step 2 – Are you wearing the GoZone correctly?
If your GoZone is not being worn correctly, the step counter will not be able to detect your steps. The GoZone should be attached to your clothing with the “Virgin Life Care” logo facing outwards. The GoZone may not capture your steps if the GoZone is:
  • Not close enough to the body, and slanted too far forward
  • Tilted to the side
  • The “Virgin Life Care” logo is facing inward towards the body
  • Placed too high up, or too low on your midsection

You can test whether or not you are wearing the GoZone correctly by performing the following steps:
  • Place the GoZone securely on your waistband
  • Reset the counter to zero
  • Walk 50 to 100 steps and stop
  • Remove the GoZone from your waist and verify if the 50 to 100 steps have been counted
If your GoZone is still not counting your steps, try to adjust its position on your waist to find the best location.

Step 3 – Is the memory full?
Your GoZone’s internal memory could be reaching capacity. If the GoZone memory is over 75% full, the numbers on the display screen will stop being counted. You must upload your GoZone to clear the memory so that the display screen will start counting your steps again.

If your GoZone memory reaches 100% full, the GoZone will stop recording steps altogether until you upload the steps to clear the GoZone memory.

Step 4 – Has the GoZone gotten wet?
Has your GoZone been exposed to excessive amounts of sweat, rain, or other water? If your GoZone has gotten wet it may stop counting your steps.

Try this to check your GoZone for water damage:
  • Remove the GoZone cover
  • Check for any salt, white flaky substance, or rust inside of your GoZone
  • If so, your GoZone has water damage and you will need to buy a new GoZone.
Step 5 – Has the GoZone been damaged?
Have you dropped your GoZone, banged it against a hard surface or has your GoZone been stepped on? Any hard impact can damage your GoZone.

Try these things to test your GoZone for damage:
  • Upload your steps to clear the GoZone’s memory Note: Once a battery is removed, all steps that are held in the memory are lost, and cannot be replaced.
  • Remove the battery for a few seconds.
  • Reinsert the battery.
  • Shake the GoZone a few times to see if the display changes.
If still nothing happens, your GoZone may need to be replaced. The GoZone has a limited one-year warranty. Be sure to check the FAQ’s for help troubleshooting your GoZone. If you are not able to resolve the problem, please contact our call centre on 0860 263 947 or info@virginlifecare.co.za so that a representative can help determine if your GoZone can be authorized as defective and eligible for return.

Step 6 – Still not working?
Contact our call centre for more help by calling 0860 263 947 or drop us an email at info@virginlifecare.co.za

 

Why is the GoZone not uploading my steps?


Step 1 – Is the computer compatible?
Make sure that you are using a PC-compatible computer. The GoZone iSync software is not compatible with Mac.

Step 2 – Is the GoZone software running?
Check to see if a red icon with the Virgin Life Care logo is running within your Windows Taskbar (located on the bottom right corner of your Windows screen)

Step 3 – Do you have the GoZone software installed?
If you don’t see the red Virgin Life Care logo in your Windows Taskbar, check to see if the software is installed:
  • Go to your Program Files folder on the C: drive of your computer
  • Look for a GoZone folder
  • If that folder exists, click the GoZone icon within the folder to start the GoZone software.
  • If the folder does not exist, try installing the GoZone software again.
Step 4 – Is the USB port working?
If the icon is appearing, but the software does not run when you plug in the GoZone, try a different USB port.

Step 5 – Is the USB cable working?
If the GoZone software still does not display, try a different USB cord.

Step 6 – Is your computer not working?
Ask a fellow Virgin Life Care friend if you can try to upload using their computer.
  • Make sure the GoZone software is running (red icon with the Virgin Life Care logo in the Windows Taskbar)
  • Plug your USB cable into their USB port
  • If you are able to upload your steps successfully on their computer, than you have a technical issue with your computer
  • If you cannot upload your steps on their computer, there could be a problem with your GoZone
Step 7 – Still not working?
Contact our call centre for more help by calling 0860 263 947 or drop us an email at info@virginlifecare.co.za


 

There is an error message when I try to upload my steps?


Step 1 – Is the GoZone software running?
Check to see if a red icon with the Virgin logo is running within your Windows Taskbar (located on the bottom right corner of your Windows screen)

Step 2 – Do you have the GoZone software installed?
If you don’t see the red Virgin logo in your Windows Taskbar, check to see if the software is installed:
  • Go to your Program Files folder on the C: drive of your computer
  • Look for a GoZone folder
  • If that folder exists, click the GoZone icon within the folder to start the GoZone software.
  • If the folder does not exist, try installing the GoZone software again.
Step 3 – Is the GoZone plugged into the computer correctly?
Make sure the connection between your GoZone and the USB cable is working:
  • Try removing and reinserting the USB cable from the computer
  • Try removing and reinserting the USB cable from your GoZone
  • Try inserting the cable into a different USB port
Step 4 – Is the computer connected to the Internet?
Make sure your computer is connected to the Internet before you plug your GoZone into your PC.

Step 5 – Does your computer have a firewall?
If your PC has a firewall such as:
  • Windows XP Service Pack 2 built-in firewall
  • Symantec
  • ZoneAlarm
  • Other similar software
  • or if the PC is connected to a network that has a firewall
Please configure your firewall to allow the GoZone to access the Internet, or contact your network administrator.

Virgin Life Care is not responsible for firewall configurations. When you have made the appropriate changes to the firewall, try uploading again by unplugging and plugging the GoZone into your PC.

Step 6 – Do you have administrative rights to add new software?
If you do not have administrative rights to add new software to your computer, then your attempt to download the GoZone software may have failed.

Your steps will not upload without the software properly installed. Please contact IT support at your company in order to get permission to download and use the GoZone software.

Step 7 – Do you have any software that might be blocking the software?
If you have NetNanny or similar parental control software, it might be blocking your GoZone from uploading your steps. Please configure your parental control software to allow your GoZone to access the Internet.

Step 8 - Are there any numbers displaying on the GoZone?
If no numbers are displaying on your GoZone, your battery may not be properly installed or it may need to be replaced.

Try this to check the battery:
  • Upload your steps to clear the GoZone’s memory Note: Once a battery is removed, all steps that are held in the memory are lost, and cannot be replaced.
  • Remove the battery for a few seconds
  • Reinsert the battery
Step 9 – Still not working?
Contact our call centre for more help by calling 0860 263 947 or drop us an email at info@virginlifecare.co.za


 

My GoZone display is dim or showing strange characters...


Step 1 – Is the GoZone battery installed correctly?
Your GoZone battery may be weak or improperly installed.

Try this to check the battery:
  • Upload your steps to clear the GoZone’s memory Note: Once a battery is removed, all steps that are held in the memory are lost, and cannot be replaced.
  • Remove the battery for a few seconds
  • Reinsert the battery
If the same problems still occur, you may need to replace the GoZone battery.

Step 2 – Has the GoZone been damaged?
If you replace the GoZone battery and still have the same problem, the GoZone may be damaged. Has the GoZone suffered any impact like falling a large distance, banged against a hard surface or has your GoZone been stepped on?

If so your GoZone may need to be replaced. The GoZone has a limited one-year warranty. Be sure to check the FAQ’s for help troubleshooting your GoZone. If you are not able to resolve the problem, please contact our call centre on 0860 263 947 or info@virginlifecare.co.za so that a representative can help determine if your GoZone can be authorized as defective and eligible for return.

Step 3 – Has the GoZone gotten wet?
Has your GoZone been exposed to excessive amounts of sweat, rain, or other water?

Try this to check your GoZone for water damage:
  • Remove the GoZone cover
  • Check for any salt, white flaky substance, or rust inside of your GoZone
  • If so, your GoZone has water damage and you will need to buy a new GoZone
Step 4 – Still not working?
Contact our call centre for more help by calling 0860 263 947 or drop us an email at info@virginlifecare.co.za


 

How do I replace the GoZone’s battery?


Step 1 – Purchase the battery
The GoZone uses a single battery, Model #CR-2032, which can be found in the Electronics or Jewelry departments of most retail stores.

Step 2 – Upload your steps
Before attempting to replace the battery, upload your GoZone steps.
Note: Once a battery is removed, all steps that are held in the memory are lost, and cannot be replaced.

Step 3 – Remove the plastic cover
  • Insert a paperclip, or other small object into the indentation at the bottom of the white cover with the “Virgin Life Care” logo on it
  • Push in and lift up to “pop” off the cover
Step 4 – Slide away the battery holder
  • Hold down the red triangular button to the left of the battery
  • Slide the small metal arm off the battery
Step 5 – Remove the battery
  • Insert a paperclip into the small opening located on the right side at the top of the battery
  • Push and lift up to “pop” out the battery
Step 6 – Insert a new battery
  • Insert the new battery.
  • Make sure that the plus side (+) is facing up
  • Slide the metal arm to the right and over the new battery
Step 7 – Reattach the plastic cover
  • Reattach the white cover by inserting the two small prongs at the top of the cover into the two matching holes on the GoZone.
  • Press firmly on the bottom of the cover and it will snap back into place.
Step 8 – Still need help replacing the battery?
Contact our call centre for more help by calling 0860 263 947 or drop us an email at info@virginlifecare.co.za

 

How do I set my stride length?


Step 1 – Calculate your stride length
  • First, calculate your approximate stride length in centimeters.
  • Take a single step and measure the distance from the heel of the left foot to the heel of the right foot.
  • Average stride length is 65 centimeters for women, and 75 centimeters for men. Units still to be confirmed
Step 2 – Remove the plastic cover
  • Insert a paperclip, or other small object into the indentation at the bottom of the white cover with the “Virgin Life Care” logo on it
  • Push in and lift up to “pop” off the cover
Step 3 – Set the GoZone in distance mode
  • Press the “mode” button (on the left side of the GoZone display) so that distance is displayed (“kilometer” on right side of the display).
Step 4 – Set the stride length
  • Press and release the red “program” button next to the battery.
  • Press the “set” button to enter your stride length in centimeters.
  • Press the red “program” button to save the data.
Step 5 – Reattach the plastic cover
  • Reattach the white cover by inserting the two small prongs at the top of the cover into the two matching holes on the GoZone.
  • Press firmly on the bottom of the cover and it will snap back into place.
Step 6 – Still need help setting your stride length?
Contact our call centre for more help by calling 0860 263 947 or drop us an email at info@virginlifecare.co.za

 

How do I set the time on my GoZone?


Step 1 – Remove the plastic cover
  • Insert a paperclip, or other small object into the indentation at the bottom of the white cover with the “Virgin Life Care” logo on it.
  • Push in and lift up to “pop” off the cover.
Step 2 – Set the GoZone in time mode
  • Press the “mode” button (on the left side of the GoZone display) so that time is displayed.
Step 3 – Set the time
  • Press and release the red “program” button next to the battery so that the hour display will blink.
  • Press the “set” button to increase the digits until the desired hour is shown.
  • Press and release the red “program” button so that the minutes display will blink.
  • Press the “set” button to increase the digits until the desired minutes are shown.
  • Once the correct time is shown, press the red “program” button to save.
Step 4 – Reattach the plastic cover
  • Reattach the white cover by inserting the two small prongs at the top of the cover into the two matching holes on the GoZone.
  • Press firmly on the bottom of the cover and it will snap back into place.
Step 5 – Still need help setting the time on your GoZone?

Contact our call centre for more help by calling 0860 263 947 or drop us an email at info@virginlifecare.co.za

 

How do I set the weight on my GoZone?


Step 1 – Remove the plastic cover
  • Insert a paperclip, or other small object into the indentation at the bottom of the white cover with the “Virgin Life Care” logo on it.
  • Push in and lift up to “pop” off the cover.
Step 2 – Set the GoZone in calories mode
  • Press the “mode” button (on the left side of the GoZone display) so that calories display (“Kcal” in the bottom right side of the display).
Step 3 – Set your weight
  • Press and release the red “program” button next to the battery.
  • Press the “reset” button to adjust your weight in kilograms.
  • Once your weight is entered, press the red “program” button to save the data.
Step 4 – Reattach the plastic cover
  • Reattach the white cover by inserting the two small prongs at the top of the cover into the two matching holes on the GoZone.
  • Press firmly on the bottom of the cover and it will snap back into place.
Step 5 – Still need help setting your stride length?
Contact our call centre for more help by calling 0860 263 947 or drop us an email at info@virginlifecare.co.za