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Ensure you’re in an area normally with strong wifi or cellular service. If you can access a video on YouTube, or search the internet using your smartphone, your connection to the internet is strong enough to allow the application to transmit data to your care teams.
If you’re not on wifi , and using your cell service to connect to the internet, you need to must ensure you’ve enabled the app to use cellular data. If you are unsure how to do this, Apple support offers instructions here. For Android, search the internet for this phrase
<phone manufacturer> <phone model> permit app to use cellular data.
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Not seeing readings coming through in the app?
Make sure the Validic SDK-enabled app Ensure your application 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 readingssend the reading to the device, also known as broadcasting. Refer to the manual for the device you are using use 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 , for Android search the internet for
<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 appSometimes, closing the app, restarting the phone, and reopening the application can restore the connection between the application and the device.
If none of the above suggestions resolved your issue, unpair/forget the device with the Validic SDK-enabled app and then and complete the steps to 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 stepwithin the application.
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. See this section for more information on what to share.
I worked through all the steps and the user is still having issues
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Notes for Technical Teams Working with Patients
If you’ve completed the steps outlined above and still cannot pair/sync/transmit, it is time to follow the escalation path suggested by your organization for Bluetooth connectivity resolutionissues. Supply the following information in your escalation to ensure the person working on 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.
Device manufacturer, model, and picture of the back of the device where details of the device are located.
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 workflow problems.
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