Troubleshooting - HealthBridge Connectivity Check

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.

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.
  2. In the sidebar, click Updates.
  3. Click Update next to an app to update only that app, or click Update All.

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.
Make sure that Bluetooth pairing is always enabled on the phone.
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.

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.
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
For more information, please visit our HealthBridge FAQ page: https://helpdocs.validic.com/docs/healthbridge-faq

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.