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Trouble pairing EmbracePlus

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.

 

Issues with pairing may happen when the Care App is unable to find the EmbracePlus during the first pairing attempt, or the pairing process could not be completed.

 

To ensure a successful pairing, make sure that the following requirements are met:

  1. The companion device is compatible and is running the minimal software required (Android version 11, 12, 13, or 14 as released by Google or iOS 15, iOS 16, or iOS 17 with Bluetooth 5.0).
  2. EmbracePlus is charged and turned ON. To ensure this, put EmbracePlus on the cable charger during the pairing process.
  3. Check that Bluetooth is enabled and EmbracePlus is within Bluetooth range (10 meters/30 feet) without obstacles such as walls, heavy furniture, etc.
  4. androidBYOD Location services are enabled. (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.)
  5. Android Check our smartphone configuration tips to disable battery optimization and allow the Care App to run in the background.
  6. EmbracePlus is not currently paired with any other smartphone. If EmbracePlus has been previously paired to another companion device, forget (unpair) Embrace from the Bluetooth settings of the old companion device (iOS devices, Android devices).
  7. The companion device is connected to the internet.
  8. Make sure to pair EmbracePlus from the Care App and not from the Bluetooth settings of the companion device. 

If the pairing cannot be completed even after the above has been verified, try the following steps:

  1. Place EmbracePlus on the cable charger. You will see the battery percentage and a battery icon appear on the display.
  2. Close the Care App.
    1. BYOD Force close the Care App and open it again after ~5 seconds.
    2. provisioned Reboot the companion device and open the Care App.
  3. Retry the pairing process.
  4. BYOD Reset the phone settings and retry the pairing process:
    1. Android Clear the Bluetooth cache. Check the smartphone’s user manual to verify the procedure.
    2. iOS Reset Network Settings
      This will delete all the saved WiFi networks and previously paired Bluetooth devices. The WiFi networks need to be rejoined and any other Bluetooth device to be paired 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.

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