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If you are a Study Participant, contact your Administrator directly as information in the Support Center is intended for qualified researchers and healthcare professionals. Misapplying the information below may affect your data collection.

Care App stops responding or closes unexpectedly

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.

If the Care App stops responding, closes unexpectedly, or won't open, something may be temporarily preventing it from working correctly. Alternatively, a problem with corrupted app data files may be occurring.

To restore the app to its normal capabilities, please attempt the following steps in order. Try opening the Care App after each step as the issue may be resolved at any point:

  1. Force close the Care App
    1. Open the multitasking view or app list
    2. Swipe up to close the Care App
  2. Reboot the phone
  3. Review the Care App’s permissions
    1. Ensure the Care App has all the permissions granted and is allowed to run in the background
    2. The Care App may need to be excluded from battery-saving features
  4. Check for Care App updates
    • You may need to open the App Store or Play Store to check for updates
  5. android Clear the Care App’s cache
    1. Long tap on the Care App’s icon
    2. Select App Info
    3. Tap on Storage & cache
    4. Tap on Clear cache
  6. Delete/Uninstall the Care App, then redownload it

    Warning! Any synced and not uploaded data will be lost!

Restoring a backup (after switching the phone or resetting it) may corrupt the Care App.
Delete the Care App and redownload it if you encounter any issues after restoring the backup.

If the issue persists, Submit a request from the Support page of the Care Portal. Please provide all the information needed to the Empatica Support Team and we will then reach out directly to assist you further.

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