EpiMonitor alerts not sent or not received

When using EpiMonitor, understanding the distinction between a seizure not detected and alerts not sent is crucial.

Seizures not detected

EmbracePlus is designed to detect unusual movement patterns that might be associated with a tonic-clonic seizure lasting for more than 20 seconds. If a seizure was not detected, it means that EmbracePlus did not identify the movements and physiological signs characteristic of a tonic-clonic seizure at the time of the event. If your EmbracePlus didn’t detect a tonic-clonic seizure, please reach out to our Support Team at support@empatica.com with the following information:

• Date, time, and duration of the seizure
• Were the movements convulsive and repetitive?
• Any other details regarding what the user was doing at the time

Alerts not sent

An alert not sent means that although EmbracePlus detected a possible seizure, the notifications to caregivers (via call and SMS) were not successfully delivered. For a call or SMS to reach caregivers when a potential seizure is detected, certain requirements must be met.

If you are experiencing issues with EpiMonitor alerts not being sent or received, it is likely due to one of the following reasons:

• Bluetooth disconnection
• No internet connection
• No added/activated caregivers
• Call blocking
• Caregiver's phone has Focus Mode active
• Caregiver opted out (SMS only)

Bluetooth Disconnection

For EpiMonitor to send alerts, it must be connected to the paired smartphone via Bluetooth. If the connection is lost and not reestablished within two minutes, alerts will not be sent. Ensure that:

• The Bluetooth on the smartphone is enabled.
• The EpiMonitor is within Bluetooth range of the paired smartphone.
• There are no physical obstructions between the EpiMonitor and the smartphone. Some things such as walls, large furniture, heavy fabric, pillows, etc are known to obstruct the Bluetooth signal and cause disconnections.

For detailed troubleshooting, please refer to this articles: Configure your smartphone to use EpiMonitor.

No Internet Connection

The paired smartphone needs to be connected to the internet for EpiMonitor to trigger alert calls and SMS. Make sure:

• The smartphone has an active Wi-Fi or mobile data connection.
• The internet connection is stable.

For more information on how EpiMonitor works, please visit How does EpiMonitor work?

No Added/Activated Caregivers

For alerts to be sent, at least one caregiver must be added and activated in the EpiMonitor App. Please ensure that:

• Caregiver contact information is correctly entered in the app.
• Caregivers are set as active in the EpiMonitor app.

Call Blocking

Sometimes, phone carriers may block the alert calls if they are not recognized. To prevent this, caregivers should save the alert number to their contacts to avoid any calls being blocked. The alert number is: +1 (415) 498-1544.
Texts can come from any of the following numbers. We recommend saving all of them to your phone:

Caregiver's Phone Has Focus Mode Active

If the caregiver’s phone has Focus Mode (or similar Do Not Disturb settings) active, it may block the alert calls and SMS. Ensure that:

• Focus Mode is turned off on the caregiver’s phone. Please refer to the phone's user manual for instructions on how to turn off Focus Mode.

Caregiver opted out (SMS only)

If a caregiver has opted out of receiving SMS notifications, they will still receive calls but no text messages. This occurs when a caregiver responds with "STOP" to any of the SMS messages sent by our alert service. The opt-out applies to the entire pool of alert numbers, and we cannot disable this feature.

To resume receiving SMS alerts, caregivers should respond with "START" to any of the alert numbers.