Digital Biomarkers not available on the Care App

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 plan The display of digital biomarkers in the Care App is based on the Study ...

Missing Participant login credentials

There are different ways to retrieve the participant credentials to log into the Care App. This is based on the different use cases for which the Empatica Health Monitoring Platform can be used:    enterprise plan No access to Care Portal Dependin...

‘No internet connection’ Care App notification

It is possible that the Care App is unable to correctly access the Internet. On the Care App, the status ‘Care needs your attention’ with a yellow background will be shown. Upon tapping the Status Card, the status ‘No connection’ will be displayed...

Issues with provisioned phones

  provisioned For some studies, the participant’s companion device is provided by the Study, often pre-configured or managed through an MDM (Mobile Device Management) to make sure that all the devices are configured in the same way.    Since the p...

‘Phone is not supported’ message on the Care App

Due to the high resolution data that EmbracePlus is recording, the Care App requires a companion device equipped with Bluetooth 5.0 in order to correctly handle the amount of data to be synced.    Right after the login, the Care App will perform a...

Care App says ‘EmbracePlus not worn’

The Care App indicates when EmbracePlus is off-wrist by showing the message ‘EmbracePlus not worn’ on the status card of the home screen. The Care App status background will also change to yellow.   After 5 minutes of the device not being detected...

Issues with logging into the Care App

If you are a Participant of a Study, contact your Administrator to report to report issues with logging in. It could be possible that the login step to the Care App may fail. To resolve the issue, try the following steps: Make sure that the comp...

Care App pairing issues

The Care App will ask to pair EmbracePlus right after a successful login. The pairing may not succeed in three possible ways: EmbracePlus can’t be found. EmbracePlus bonding is not successful. The companion device is disconnected from the Interne...

QR code login issues with the Care App

Participants can login to the Care App by scanning the credential QR code. The following requirements should be met in order to scan the QR code: The smartphone has a functional camera. The Care App has access to the camera in the companion devic...