First it's important to ensure that the blue light on your StepWatch dock is lit and glowing.
If this is not the case, check that the usb cable is firmly connected on to both the dock and the computer. Plugging the dock into another USB port will sometimes fix this problem as well.
If the blue light on your dock is still not glowing, please contact us via email at email@example.com or by phone at +1 (202) 830-1100 ext. 2.