Where the Care App and Care Portal are mentioned, the articles in the Support Center refer to both the professional Plan (Care Lab App and Care Lab Portal) and the enterprise Plan (Care App and Care Portal), unless indicated otherwise.
Participants can tap the Status Card to learn more about the working status of the system and how to troubleshoot an issue. The Status Card is the first card that participants see on the main screen of the Care App.
Participants should aim to see a checkmark beside each component of the system:
- EmbracePlus: Connected
- Battery: X%
- Wearing: Worn
- App: Active
- Internet: Connected
The table below outlines all of the possible statuses of the individual components and what participants can do to resolve any issues:
EmbracePlus
| Status | Care App display | EmbracePlus display | Possible cause(s) | What to do |
|---|---|---|---|---|
| Connected Correctly syncing data |
|
Bluetooth is ON, the Care App is running, and EmbracePlus is within the Bluetooth range of 10 meters/30 feet. | No action required from the participant. | |
| Connected XX MB left to sync |
|
EmbracePlus is connected and syncing data stored from its local memory with the Care App. | Keep wearing EmbracePlus and keep it near the paired smartphone. Data will automatically sync. | |
|
Disconnected Charge it or keep it nearby |
|
EmbracePlus is not connected because it is not within Bluetooth range or the Bluetooth is OFF. | · Make sure EmbracePlus and the smartphone are within 30 feet/10 meters of each other. · Make sure that the smartphone’s Bluetooth is turned ON. |
|
|
|
EmbracePlus is turned OFF and is not connected to the companion smartphone. | Charge EmbracePlus. | ||
| Memory full XX MB left, keep nearby to sync |
|
The memory of EmbracePlus is full and data collection has stopped. | Make sure that EmbracePlus and the smartphone are connected via Bluetooth and keep them close to each other. |
Battery
| Status | Care App display | EmbracePlus display | Possible cause(s) | What to do |
|---|---|---|---|---|
|
Full EmbracePlus is charged |
|
|
EmbracePlus is fully charged. | No action required from the participant. Note: The battery status is ‘Not detectable’ if EmbracePlus is disconnected or has run out of battery. |
|
X% [>20%] Charge is adequate |
|
EmbracePlus has X% of battery. | No action required from the participant. Note: The battery status is ‘Not detectable’ if EmbracePlus is disconnected or has run out of battery. |
|
|
[>10%] X% [<20%] Charge soon |
|
EmbracePlus has limited battery left. | Charge EmbracePlus whenever possible. | |
|
Low Charge now |
|
EmbracePlus will run out of battery soon and will switch off. | Charge EmbracePlus as soon as possible. | |
|
X% (EmbracePlus on charger) Keep charging |
|
EmbracePlus is charging, and so far X% of its battery has been charged. | Keep EmbracePlus on the cable charger until the percentage changes to 100%. | |
|
Fully charged (EmbracePlus on charger) Remove it and put it on |
|
EmbracePus is fully charged and can now be worn. | Gently remove EmbracePlus from the cable charger and start wearing it. | |
|
Not detectable
Connect to check battery level |
|
EmbracePlus is not connected because it is not within Bluetooth range or the Bluetooth is OFF. | · Make sure EmbracePlus and the smartphone are within 30 feet/10 meters of each other. · Make sure that the smartphone’s Bluetooth is turned ON. |
|
| EmbracePlus is turned OFF and is not connected to the companion smartphone. | Charge EmbracePlus. |
Wearing*
| Status | Care App display | EmbracePlus display | Possible cause(s) | What to do |
|---|---|---|---|---|
|
Worn Keep it on wrist |
|
EmbracePlus is worn correctly and collecting data. | Keep wearing EmbracePlus. | |
|
In charger Wear when charged |
|
EmbracePlus is charging. | Remove EmbracePlus from the cable charger as soon as it is sufficiently or fully charged and wear it to start data collection. | |
|
Not worn Place on wrist to collect data |
|
EmbracePlus is currently off-wrist. | Wear EmbracePlus on the participant's wrist and make sure that it is snugly placed on the wrist. | |
|
Not detectable Connect to check status |
|
|
EmbracePlus is disconnected or has run out of battery, and therefore the wearing status cannot be retrieved from EmbracePlus. | · Make sure EmbracePlus and the smartphone are within 30 feet/10 meters of each other. · Make sure that the smartphone’s Bluetooth is turned ON. · Charge EmbracePlus. |
|
Getting ready Keep wearing EmbracePlus |
|
EmbracePlus is connected, but due to data syncing, the real-time wearing status is not shown. | Keep wearing EmbracePlus and keep it near the paired smartphone. Note: Once all the data has been synced with the Care App, the Wearing status will change to ‘Worn’ and the total ‘Wearing time’ will be updated. |
|
|
Not available Wear EmbracePlus while syncing |
|
The Care App and EmbracePlus are calibrating. | Keep wearing EmbracePlus and keep the Care App open until the Wearing status changes to ‘Worn'. |
App
| Status | Care App display | EmbracePlus display | Possible cause(s) | What to do |
|---|---|---|---|---|
|
Active Keep it running in background |
|
The Care App is receiving data from EmbracePlus via Bluetooth. | · Keep EmbracePlus and the smartphone charged and within Bluetooth range (30 feet/10 meters). · Make sure that the smartphone’s internet connection is active so the app continues to automatically upload data. |
|
|
Bluetooth off Turn on to connect |
|
The smartphone's Bluetooth is turned OFF. | · Make sure to turn the Bluetooth ON from the smartphone’s settings to connect EmbracePlus. · Android Alternatively, tap 'Enable Bluetooth' or · iOS Tap 'Enable Bluetooth', and the Bluetooth settings will open so that Bluetooth can be activated. |
|
|
Bluetooth disabled Enable to connect |
|
Bluetooth is disabled from the paired smartphone's settings. | Enable Bluetooth from the smartphone's settings. | |
|
Location disabled Enable to connect |
|
|
Android Enabling Location services is required in Android devices in order for Bluetooth to work. |
· Make sure that the Care App is given permission to use the location from the smartphone's settings. · Alternatively, tap on 'Enable location services' to give permission. Note: Empatica does not track or store the location information. |
|
Notifications disabled Enable to receive reminders |
|
Notifications are disabled in the smartphone’s settings. | Enable the notifications so that the Care App can send important notifications. | |
|
Update is available** Update now |
|
A new version of the Care App is available. | · Go to the Android Play Store or iOS App Store and update the Care App. · If the smartphone is provisioned, contact your Study team.** |
|
| Outdated version** Your app will stop working |
|
The installed Care App version is old and must be updated. | ||
| Stopped working** Update to restore data collection |
|
The Care App version installed on the smartphone is no longer supported. |
Internet
| Status | Care App display | EmbracePlus display | Possible cause(s) | What to do |
|---|---|---|---|---|
|
Connected Last data sent: X sec ago |
|
The smartphone is connected to the Empatica cloud and syncing data. | No action required from the participant. | |
|
No connection Last data sent: X min ago |
|
The smartphone is not connected to the internet. | Connect to a WiFi or cellular data network to re-establish a connection and continue the data upload. | |
|
Connection issue Check your internet configuration |
|
· The smartphone is connected to a WiFi network that has no access to the internet (e.g. printer WiFi, airport WiFi). · Empatica servers are not reachable. |
· Go to the WiFi settings to identify the issue, or alternatively, switch to another WiFi or cellular network. · Wait for a few minutes for the Empatic servers to resume. |
|
|
6Hr+ No connection Last data sent: 7 hours ago |
|
The smartphone has been disconnected from the internet for more than 6 hours. |
Connect the smartphone to the internet as soon as possible to continue with data collection. |
*Wearing availability depends on sensor configuration.
**If a provisioned smartphone is used, updates to the Care App are automatically pushed, if any.