Are you a study participant?

If you are a Study Participant, contact your Administrator directly as information in the Support Center is intended for qualified researchers and healthcare professionals. Misapplying the information below may affect your data collection.

Thank you for using the E4

As of February 14th, 2025, the E4 and its software suite have officially been sunset. Click here for more information.
If you are looking for a wearable research solution, explore the Empatica Health Monitoring Platform.

‘No Internet Connection’ Care Lab App Notification

It is possible that the Care Lab App is unable to correctly access the Internet. On the Care Lab App, the status ‘Care Lab needs your attention’ with a yellow background will be shown. Upon tapping the Status Card, the status ‘No connection’ will be displayed.

This status can be caused by several reasons. Follow the steps below to resolve the problem:

Verify that the companion device has an active internet connection (WiFi or Cellular).
Verify that the network to which the companion device is connected to does not have any particular configuration that would block the connection.
Force close the Care Lab App and reopen it.
Check if the Care Lab App is allowed to access the internet connection. Steps to allow internet access to the Care Lab App might be different for each companion device. This is the general path:
1. android Go to Settings > App Settings > Care Lab > Permissions > Internet
2. ios Go to Settings > Care Lab > Cellular Data
Try to switch the connection (from WiFi to Cellular or vice versa).
Uninstall and reinstall the Care Lab App.

If the issue persists, fill the form by clicking on Submit a request at the bottom of this page or by going to this link. Please provide as much information as possible to the Empatica Research Support Team and we will then reach out directly to assist you further.