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.
The digital biomarkers collected by EmbracePlus 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 EmbracePlus. 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 EmbracePlus, check the following statuses:
- ‘EmbracePlus memory is full’ status:
- Make sure EmbracePlus is within Bluetooth range of the paired companion device and open the Care App to re-establish the connection. As soon as EmbracePlus connects with the companion device, the stored data will be automatically synced. You will see the status ‘EmbracePlus 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 EmbracePlus for at least one minute to check if the digital biomarkers are then shown.
- ‘EmbracePlus 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 EmbracePlus for at least one minute to check if the digital biomarkers are then shown.
- ‘EmbracePlus not worn’ status:
- Make sure that EmbracePlus is worn snugly on the wrist 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.
- Make sure EmbracePlus is correctly placed on the wrist, about an index finger distance from the wrist bone.
- ‘EmbracePlus: disconnected’ status:
- Check that EmbracePlus is turned ON and charged. Press the upper button on the right-hand side of EmbracePlus to confirm. The display should show the battery percentage.
- Make sure that the companion device’s Bluetooth is turned ON.
- Make sure that EmbracePlus 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 EmbracePlus on the cable charger. You will see the battery percentage and a battery icon appear on the display.
- 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 is charging’.
- Remove EmbracePlus from the charger and put it on the wrist following the guidelines in point #2.
- If after 2 minutes the Care App still does not show digital biomarkers, press and hold both the EmbracePlus buttons for ~15 seconds. The EmbracePlus display will turn dark and you can release the buttons. This will trigger a reboot of the EmbracePlus, confirmed with the ‘HI’ message on the display.
- 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.