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 EmbracePlus display is stuck on a specific screen (the time does not change), follow the steps below to resolve the issue. Note that the problem may get resolved at any point of the procedure:
- Place EmbracePlus on the cable charger. You will see the battery percentage and a battery icon appear on the display.
- Open the Care App and wait ~1 min to check if the status is teal with the message ‘EmbracePlus is charging’. If the frozen display issue persists, continue with the next steps.
- Close the Care App.
- BYOD Force close the Care App and open it again after ~5 seconds.
- provisioned Reboot the companion device and open the Care App.
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.