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.
The digital biomarkers collected by the Empatica wearable (EmbracePlus + EmbraceMini) are visible on the main screen of the Care App by pulling up the gray line right on top of the Status Card.
enterprise
The display of digital biomarkers in the Care App is based on the Study configuration. Please verify with the Organization which digital biomarkers are visible for the current study.
The available digital biomarkers might include:
- Pulse Rate
- Skin Temperature
- Wearing Detection
The indicated values are the digital biomarkers collected by the wearable. Values are 1-minute averages and will therefore update every minute.
If the digital biomarkers should be present as defined by the Study configuration, but there are no values even after one minute of wearing the device , check the following statuses:
- ‘Device memory is full’ status:
- Make sure the device is within Bluetooth range of the paired companion device and open the Care App to re-establish the connection. As soon as the device connects with the companion device, the stored data will be automatically synced. You will see the status ‘EmbracePlus/EmbraceMini is syncing’ on the Care App confirming the data sync.
- Data is flowing at this point, but all the data has to be synced first before digital biomarkers are displayed again.
- Once all the data has been synced, wear the the device for at least one minute to check if the digital biomarkers are then shown.
- ‘Device is syncing’ statuses:
- Data is flowing at this point, but all the data has to be synced first before digital biomarkers are displayed again.
- Once all the data has been synced, wear the device for at least one minute to check if the digital biomarkers are then shown.
- ‘Device not worn’ status:
- Make sure that the device is worn snugly and that it does not move around. If it moves freely, tighten the band and make sure it stays in place even while moving the wrist and arm.
- For EmbracePlus worn on the wrist, make sure the device is correctly placed on the wrist, about an index finger distance from the wrist bone.
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‘Device: disconnected’ status:
- Check that the device is turned ON and charged. Press the upper button on the right-hand side of the EmbracePlus or front button on the EmbraceMini to confirm. The display should show the battery percentage for EmbracePlus or the LED should shine on EmbraceMini.
- Make sure that the companion device’s Bluetooth is turned ON.
- Make sure that the wearable and the companion device are within 30 feet / 10 meters of each other with no obstructions (walls, heavy furniture, etc.).
In case the issue is still present, please follow these steps:
- Place the device on the charger. The EmbracePlus will show battery percentage when charging and the EmbraceMini's LED will shine white.
- 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.
- Wait ~1 min to check if the background changes to teal with the status ‘EmbracePlus/EmbraceMini is charging’.
- Remove the device from the charger and begin wearing
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If after 2 minutes the Care App still does not show digital biomarkers, perform a manual reboot of the wearable.
For the EmbracePlus, press and hold both side buttons simultaneously for 60 seconds until the screen flashes, then release the buttons and "HI!" should appear on screen.
For the EmbraceMini, press and hold the front button for about 30-60 seconds. The LED will turn off and then gently glow white.
- Wait ~1 min to check if the status changes to teal with the message ‘Everything is ok’.
- Wait for more than a minute to see if the digital biomarkers are shown.
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.