The availability of Care Portal access on enterprise is defined by the study configuration. For further information on your study configuration, talk to your Study team or account manager.
Participants can tap the Status Card to learn more about the working status of the system and how to troubleshoot an issue. The Status Card is the first card that participants see on the main screen of the Care App.
Participants should aim to see a checkmark beside each component of the system:
- Bluetooth: Connected
- Battery: X%
- Wearing: Worn
- App: Active
- Internet: Connected
The table below outlines all of the possible statuses of the individual components and what participants can do to resolve any issues:
| Status | Care App display | EmbracePlus display | EmbraceMini LED | Possible cause(s) | What to do |
|---|---|---|---|---|---|
| Connected Correctly syncing data |
Green - Steady |
Bluetooth is ON, the Care App is running, and the device is within the Bluetooth range of 10 meters/30 feet. | No action required from the participant. | ||
| Connected XX MB left to sync |
Green - Steady |
The device is connected and syncing data stored from its local memory with the Care App. | Keep wearing the device and keep it near the paired smartphone. Data will automatically sync. | ||
| Disconnected Charge it or keep it nearby |
Blue and Orange - Alternating |
The device is not connected because it is not within Bluetooth range or the Bluetooth is OFF. | Make sure the device and the smartphone are within 30 feet/10 meters of each other. Make sure that the smartphone’s Bluetooth is turned ON. |
||
|
|
LED Off |
The device is turned OFF and is not connected to the companion smartphone. | Charge the device. | ||
| Memory full XX MB left, keep nearby to sync |
Orange - Blinking fast |
The memory of the device is full and data collection has stopped. | Make sure that the device and the smartphone are connected via Bluetooth and keep them close to each other. |
| Status | Care App display | EmbracePlus display | EmbraceMini LED | Possible cause(s) | What to do |
|---|---|---|---|---|---|
| Full Battery charged |
|
Green - Steady |
The device is fully charged. | No action required from the participant. Note: The battery status is ‘Not detectable’ if the device is disconnected or has run out of battery. |
|
| X% [>20%] Charge is adequate |
Green - Steady |
The device has X% of battery. | No action required from the participant. Note: The battery status is ‘Not detectable’ if the device is disconnected or has run out of battery. |
||
| [>5%] X% [<20%] Charge soon |
Orange - Blinking slow |
The device has limited battery left. | Charge the device whenever possible. | ||
| Low Charge now |
Orange - Blinking slow |
The device will run out of battery soon and will switch off. | Charge the device as soon as possible. | ||
| X% (Device on charger) Keep charging |
White - Glowing |
The device is charging, and so far X% of its battery has been charged. | Keep the device on the cable charger until the percentage changes to 100%. | ||
| Fully charged (Device on charger) Remove it and put it on |
LED Off |
The device is fully charged and can now be worn. | Gently remove the device from the cable charger and start wearing it. | ||
Not detectable Connect to check battery level |
Blue and Orange - Alternating |
The device is not connected because it is not within Bluetooth range or the Bluetooth is OFF. | Make sure the device and the smartphone are within 30 feet/10 meters of each other. Make sure that the smartphone’s Bluetooth is turned ON. |
||
|
LED Off |
The device is turned OFF and is not connected to the companion smartphone. | Charge the device. |
| Status | Care App display | EmbracePlus display | EmbraceMini LED | Possible cause(s) | What to do |
|---|---|---|---|---|---|
| Worn Keep it on wrist |
Green - Steady |
The device is worn correctly and collecting data. | Keep wearing the device. | ||
| In charger Wear when charged |
White - Glowing |
The device is charging. | Remove the device from the cable charger as soon as it is sufficiently or fully charged and wear it to start data collection. | ||
| Not worn Place on wrist to collect data |
Green - Steady |
The device is currently off-wrist. | Wear the device on the participant's wrist and make sure that it is snugly placed on the wrist. | ||
| Not detectable Connect to check status |
|
Blue and Orange - Alternating |
The device is disconnected or has run out of battery, and therefore the wearing status cannot be retrieved. | Make sure the device and the smartphone are within 30 feet/10 meters of each other. Make sure that the smartphone’s Bluetooth is turned ON. Charge EmbracePlus. |
|
| Getting ready Keep wearing the device |
Green - Steady |
The device is connected, but due to data syncing, the real-time wearing status is not shown. | Keep wearing the device and keep it near the paired smartphone. Note: Once all the data has been synced with the Care App, the Wearing status will change to ‘Worn’ and the total ‘Wearing time’ will be updated. |
||
| Not available Wear the device while syncing |
Green - Steady |
The Care App and the device are calibrating. | Keep wearing the device and keep the Care App open until the Wearing status changes to ‘Worn'. |
| Status | Care App display | EmbracePlus display | EmbraceMini LED | Possible cause(s) | What to do |
|---|---|---|---|---|---|
| Active Keep it running in background |
Green - Steady |
The Care App is receiving data from the device via Bluetooth. | Keep the device and the smartphone charged and within Bluetooth range (30 feet/10 meters). Make sure that the smartphone’s internet connection is active so the app continues to automatically upload data. |
||
| Bluetooth off Turn on to connect |
Blue and Orange - Alternating |
The smartphone's Bluetooth is turned OFF. | Make sure to turn the Bluetooth ON from the smartphone’s settings to connect the device. Android Alternatively, tap 'Enable Bluetooth' or iOS Tap 'Enable Bluetooth', and the Bluetooth settings will open so that Bluetooth can be activated. |
||
| Bluetooth disabled Enable to connect |
Blue and Orange - Alternating |
Bluetooth is disabled from the paired smartphone's settings. | Enable Bluetooth from the smartphone's settings. | ||
| Location disabled Enable to connect |
Blue and Orange - Alternating |
Android Enabling Location services is required in Android devices in order for Bluetooth to work. |
Make sure that the Care App is given permission to use the location from the smartphone's settings. Alternatively, tap on 'Enable location services' to give permission. Note: Empatica does not track or store the location information. |
||
| Notifications disabled Enable to receive reminders |
Green - Steady |
Notifications are disabled in the smartphone’s settings. | Enable the notifications so that the Care App can send important notifications. | ||
| Update is available** Update now |
Green - Steady |
A new version of the Care App is available. | Go to the Android Play Store or iOS App Store and update the Care App. If the smartphone is provisioned, contact your Study team.** |
||
| Outdated version** Your app will stop working |
Green - Steady |
The installed Care App version is old and must be updated. | |||
| Stopped working** Update to restore data collection |
Green - Steady |
The Care App version installed on the smartphone is no longer supported. |
| Status | Care App display | EmbracePlus display | EmbraceMini LED | Possible cause(s) | What to do |
|---|---|---|---|---|---|
| Connected Last data sent: X sec ago |
Green - Steady |
The smartphone is connected to the Empatica cloud and syncing data. | No action required from the participant. | ||
| No connection Last data sent: X min ago |
Green - Steady |
The smartphone is not connected to the internet. | Connect to a WiFi or cellular data network to re-establish a connection and continue the data upload. | ||
| Connection issue Check your internet configuration |
Green - Steady |
The smartphone is connected to a WiFi network that has no access to the internet (e.g. printer WiFi, airport WiFi). Empatica servers are not reachable. |
Go to the WiFi settings to identify the issue, or alternatively, switch to another WiFi or cellular network. Wait for a few minutes for the Empatic servers to resume. |
||
| 6Hr+ No connection Last data sent: 7 hours ago |
Green - Steady |
The smartphone has been disconnected from the internet for more than 6 hours. | Connect the smartphone to the internet as soon as possible to continue with data collection. |
*Wearing availability depends on sensor configuration.
**If a provisioned smartphone is used, updates to the Care App are automatically pushed, if any.