The following guide will help Impact participants in an Impact program troubleshoot connection issues when pairing and syncing a Bluetooth device to their supporting application.
Getting Started: Updates and Connections
Getting off to a good start when using a device is always important. There are two things to ensure your best chances for success, updated software and devices and a solid connection to the internet. Follow these three steps to get started.
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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 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.
Trouble Pairing the Device
If you’ve updated the device/app, established a solid cloud connection, and still have issues pairing or syncing a device, the following steps may resolve the issue.
Distance does not make the connection grow stronger. Make sure the device you are trying to pair with is close to each other. While some devices can travel a distance from your smartphone, some require a close connection. We suggest using your device while sitting with your smartphone.
Power Up. Make sure the device you are trying to pair with is charged or has fresh batteries.
Enable BLE. Make sure that Bluetooth is enabled on the phone.
On IOS, open Settings < Bluetooth < Toggle the option to on
For Android, the instructions can vary depending on what Android phone you are using. Google the following to find the answer for your phone.
<Phone Manufacturer> <Phone model> enable Bluetooth
Do not pair a device to multiple smartphones. If you have done this, open up the Bluetooth settings on the other phone and forget the Bluetooth connection.
On IOS, open Settings < Bluetooth < Click on the information icon to the right of the device name < Select Forget this Device
For Android, the instructions can vary depending on what Android phone you are using. Google the following to find the answer for your phone.
<Phone Manufacturer> <Phone model> how to forget a Bluetooth device
You cannot pair a device to multiple applications. Doing so will create a race to collect the data from the device, resulting in only one application receiving the data. DO NOT pair it to the device manufacturer’s app or another application. Stop and delete the competing application if you’re using this device with another application.
Reboot. If you’re having issues paring the device, remove the batteries from the device, wait a few minutes, and then add them again is a useful troubleshooting step. In most cases, this is a hard reset on the device. Attempt pairing with the device after this step is taken.
Turn the phone off, wait long enough for the phone to completely close, wait a few more seconds, and reboot the phone. Sometimes just restarting a phone will help resolve some Bluetooth connectivity issues.
Restart from scratch. Delete your application, remove any competing applications, forget the device, reboot your phone, and reinstall the application. You will then log in and pair your device again. This is particularly useful if a competing application has been installed.
Ask for help. 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.
Not seeing readings coming through in the app?
Open your 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.
Don’t keep them separated. 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 send the reading to the device, also known as broadcasting. Refer to the manual for the device you use to ensure that it is broadcasting while the app is open and listening.
Turn on BLE. Make sure that Bluetooth pairing is always enabled on the phone.
Enable Cellular Data. 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 search the internet for
<phone manufacturer> <phone model> permit app to use cellular data.Reboot. Sometimes, closing the app, restarting the phone, and reopening the application can restore the connection between the application and the device.
Forget about it. If none of the above suggestions resolved your issue, unpair/forget the device and complete the steps to repair the device within the application.
Ask for help. 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.
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Participants
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 issues. Supply the following information in your escalation to ensure the person working on the escalation has all the needed information.
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