Document Audience: Technical Support teams working with Impact program participants who are experiencing issues with their BLE devices.
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 importantessential. There are two things to ensure your best chances for success, : updated software and devices and a solid connection to the internet. Follow You can follow these three steps to get started.
...
If yes, check with your phone's owner manual or service provider to update the current Operating System (OS).
Step Two: Update the app
Is Do you know if the mobile application you're attempting trying to use is on the latest version? You should always use the latest app version of the app to get all of the new features and bug fixes.
Apple: For iOS, use the instructions provided by Apple on this page.
Android: Search the internet for this phrase,
<the phone manufacturer> <the phone model> update app"sapps,and follow the instructions in the suggestions offered to you. For best results, insert the phone type and model you are searching into the elements with < and > around them. This will tell the search engine to narrow the search field to just those devices.
...
Do you have reliable Wifi or cell service in your home? Even if the reading is successful, without an internet/cellular connection, data cannot be transmitted to the cloud.
Ensure you’re in an area normally generally 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.
Trouble Pairing the Device
If you’ve updated the device/app, established a solid cloud connection, and are still having 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 that you use 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 You can search the internet for 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, you can just 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 Search the internet for 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 helpful 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 Please don't hesitate to 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
...
in the app?
Make sure the Validic SDK-enabled 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. 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.
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 broadcast readings. Refer to time to send the reading to the device, also known as broadcasting. Please look at the manual for the your device you are using 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 need help with 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 app.
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 resolve 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 step.
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.
I worked through all the steps and the user is still having issues
...
| Anchor | ||||
|---|---|---|---|---|
|
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 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.
...