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Make sure the Validic SDK-enabled app is always in the foreground or background on the phone and that it has not been “swiped” closed. A closed app will collect and transmit no data. Background transmission of data is possible with the Validic SDK if that element of the SDK package is enabled by the organization using the Validic SDK.
Make sure the device is close to the phone or tablet. Bluetooth has a range of about 30ft/10m, but this can also be affected by thick walls and other electronics. It is best to keep the phone right next to the device.
Some devices have limited amounts of time they can broadcast readings. Refer to the manual for the device you are using to ensure that it is broadcasting while the app is open and listening.
Make sure that Bluetooth pairing is always enabled on the phone.
Have the phone set to allow data to be transmitted when on a cellular connection, not just Wifi. If you are unsure how to do this Apple support offers instructions here. For Android google
<phone manufacturer> <phone model> permit app to use cellular data.Recently a clinician noted that she uses the troubleshooting step of asking the patient to close the Validic SDK-enabled app completely on their phone by swiping it away and then asking them to open the Validic SDK-enabled app back up. She said that often resolves issues and results in past readings loading in the app.
If none of the above suggestions resolved your issue, unpair the device with the Validic SDK-enabled app and then repair the device with the Validic SDK-enabled app. Test again at that point.
Deleting the Validic SDK-enabled app, adding it to your phone again, and logging in with the previous user as noted in the second bullet point is a good troubleshooting step.
If you are still having issues pairing after taking these steps, then take a breath, and reach out to the escalation path suggested by your organization for Bluetooth connectivity resolution.
Still having issues?
It may be time to follow the escalation path suggested by your organization for Bluetooth connectivity resolution. Supply the following information in your escalation to ensure the person working the escalation has all the needed information.
Validic ID or UID of the affected user. Validic ID is the unique identifier on the Validic side and UID is the unique identifier on the client’s side used to provision the user in the Validic system.
Phone manufacturer, model, and OS used by the end user.
Full description of the troubleshooting steps taken and the issue the end user is encountering.
If possible, a video of the user interacting with both the device taking the readings and the Validic SDK-enabled app can be extremely helpful in understanding how the user is utilizing the two devices. This can help to identify work flow problems.