Troubleshooting HealthBridge can seem difficult, but this page will help to clear the fog and make the process easier for users.
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Smartphone Compatibility and Connectivity
Do you have a smartphone?
Does your mobile device have an App Store?
Is your smartphone either an Android or iPhone?
Does your smartphone need to be updated?
If yes, check with your phone's owner manual or your service provider in order to update to the current Operating Systems (OS).
Do you have reliable Wifi or cell service in your home?
Is your mobile device connected to Wifi?
Do you have internet or phone service in the location you will most often use your device?
For Android users, do you have at least 500 MB of free space on your phone?
In order to check for your storage, refer to your Android’s owner manual or your service provider for assistance.
HealthBridge Overview
Have you downloaded the HealthBridge application?
In order to download the application, navigate to your smartphone's App Store and search for HealthBridge: Connect & Share.
Are you currently running the current version of HealthBridge?
For Android: How to update an Android app:
1. Open the Google Play Store app.
2. At the top right, tap the profile icon.
3. Tap Manage apps & device. Apps with an update available are labeled "Update available."
4. Tap Update.For iOS: How to manually update an iOS app:
1. Open the App Store and click on your profile picture in the top right.
2. In the sidebar, click UpdatesScroll down to the list of apps to update and look for HealthBridge.
3. Click Update next to an app to update only that app, or click Update All.to HealthBridge, or click Update All.
Creating a user in HealthBridge
See this guide for first-time users. The email address should be the email address your provider entered in the Impact program when you were enrolled. That and your Date of Birth are what the system will use to connect your HealthBridge login to the user created by the provider when you were enrolled.
For users that have previously registered a user in HealthBridge, you will want to use the same user you made the first time you registered for HealthBridge. If you don’t remember the password, then use the forgot password link with the email address you were enrolled with.
Connecting a Device
Review the instructions on connecting a device on this page.
Trouble Pairing the Device?
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> how to enable Bluetooth
Is the device you are trying to pair connected by Bluetooth to another phone? If so, then you will need to open up the Bluetooth settings on the other phone and forget the Bluetooth connection on that phone.
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
Only pair your device to the HealthBridge app. Do NOT pair it to the manufacturer’s app.
Make sure you don’t have the peripheral’s vendor app on your phone as well. Bluetooth only allows one BLE connection at a time, and trying to pair the peripheral with the vendor app and HealthBridge can cause unneeded issues.
If issues pairing the device to HealthBridge is encountered, taking the batteries out of the device, waiting a few minutes, and then adding them again is a useful troubleshooting step. 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 to resolve some issues with Bluetooth connectivity.
Deleting the HealthBridge app, adding it to your phone again, and logging in with the previous user as noted in the second bullet point in this link is a good troubleshooting step.
See this section if you have worked through these steps and are still encountering an issue.
Not seeing readings coming through in the app?
Make sure the HealthBridge app is always in the foreground or background on the phone and that it has not been “swiped” closed.
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.
Only pair your device to the HealthBridge app. Do NOT pair it to the manufacturer’s app.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.
Recently a clinician noted that she uses the troubleshooting step of asking the patient to close HealthBridge completely on their phone by swiping it away and then asking them to open HealthBridge 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 from HealthBridge and then repair the device with HealthBridge. Test again at that point. See these steps if you are unsure how to accomplish this
Deleting the HealthBridge app, adding it to your phone again, and logging in with the previous user as noted in the second bullet point in this link is a good troubleshooting step.
For more information, please visit our HealthBridge FAQ page: https://helpdocs.validic.com/docs/healthbridge-faq
Still having issues?
If you have completed all these checks and are still having issues with pairing a device to HealthBridge, then reach out to our support team using these instructions.
This guide will walk you through the information that you should include when opening a case.