Where the Care App and Care Portal are mentioned, the articles in the Support Center refer to both the Academic & Basic Research Plan (Care Lab App and Care Lab Portal) and the enterprise Plan (Care App and Care Portal), unless indicated otherwise.
If EmbraceMini is unresponsive (the LED does not light up when pressing the front button), follow the steps below to resolve the issue.
Note that the problem may get resolved at any point in the procedure:
- Place EmbraceMini on the cable charger and let it charge for 5 minutes. The front LED will start glowing white.
- If the device has been previously paired, open the Care App and wait ~1 min to check if the status is teal with the message ‘EmbraceMini is charging’. If the device has not been paired, skip to step 10.
- Close the Care App.
- BYOD Force close the Care App and open it again after ~5 seconds.
- provisioned Reboot the smartphone and open the Care App.
- Wait ~1 min to check if the status is teal with the message ‘EmbraceMini is charging’. If the issue persists, continue with the next steps.
- Make sure the companion device is within Bluetooth range, and the Bluetooth is toggled ON.
- BYOD android Make sure Location services are ON and allowed for the Care App. (The location services are mandatory by the Operating System to enable Bluetooth scanning. The Care App will not access, share, or store any location information for any of its features.)
- Toggle the Bluetooth OFF for a couple of seconds.
- Toggle the Bluetooth back ON, then go back to the Care App and check the status, which should indicate charging.
- Tap on the 3 dots on the top-right corner, then tap on ‘Forget’ under the EmbraceMini section. The Care App will go back to the pairing screen.
- Press and hold the front button for at least 15 seconds. The front LED will flash, and you should see it briefly glow white, confirming the reboot.
- Make sure the EmbraceMini is charging and nearby, then attempt pairing again.
If the issue persists, fill the form by clicking on Submit a request at the bottom of this page or by going to this link. Please provide all the information needed to the Empatica Support Team and we will then reach out directly to assist you further.