Care Lab App Pairing Issues

This article applies to both EmbracePlus and EmbraceMini. For device-specific pairing steps, see Trouble pairing EmbracePlus or Trouble pairing EmbraceMini.

The Care Lab App will ask to pair your Empatica wearable right after a successful login. The pairing may not succeed if:

1. The Empatica wearable can't be found.
2. The Bluetooth bonding/pairing is not successful.
3. The smartphone is not compatible.
4. The smartphone is disconnected from the Internet.
5. The Empatica wearable was reported as lost and has been blacklisted
6. The platform access subscription associated with the device has expired

Requirements for a successful pairing

To resolve the issue, make sure these requirements are met:

• The companion device is compatible and is running the minimal software required (Android version 13 or higher as released by Google, or iOS 18 or higher, with Bluetooth 5.0 or higher).
• Bluetooth is enabled and allowed for the Care Lab App.
• Android Location services are enabled and allowed for the Care Lab App. (The location services are mandatory by the Operating System to enable Bluetooth scanning. The Care Lab App will not access, share, or store any location information for any of its features.)
• Android The Nearby Devices permission has been granted to the Care Lab App.
• The Empatica wearable is powered ON, charged, and discoverable. To be sure, place it on the cable charger during the pairing process.
• The Empatica wearable is within Bluetooth range (10 meters/30 feet) of the companion device, without obstacles such as walls or heavy furniture.
• The Empatica wearable is not currently paired with any other smartphone. If it has been previously paired to another companion device, forget (unpair) it from the Bluetooth settings of the old companion device (iOS devices, Android devices).
• Check that the companion device is connected to the internet.
• Make sure to pair the Empatica wearable from the Care Lab App and not from the Bluetooth settings of the companion device.
• Check our smartphone configuration tips to disable battery optimization and allow the Care Lab App to run in the background.

Device-specific checks

EmbracePlus
Confirm that EmbracePlus is not already paired to another phone by checking that the Empatica heart icon is not visible at the 12 o'clock position on the EmbracePlus display. Press the upper button on the right-hand side of EmbracePlus to confirm it has enough charge.

→ Trouble pairing EmbracePlus

EmbraceMini
EmbraceMini can only be paired while the front LED is quickly blinking blue. If it is not, press and hold the front button for 5 seconds to enter pairing mode (the LED slowly blinks blue), then briefly press the front button to initiate pairing (the LED quickly blinks blue).

→ Trouble pairing EmbraceMini

If pairing still fails

If the pairing cannot be completed even after the above have been verified, try the following steps:

1. Place the Empatica wearable on the cable charger.
2. Force close the Care Lab App and open it again after ~5 seconds.
3. Retry the pairing process.
4. Forget (unpair) the Empatica wearable from the Bluetooth settings of the companion device (iOS devices, Android devices).
5. Retry the pairing process.
6. Android Clear the Bluetooth cache. Check the smartphone's user manual to verify the procedure.
7. Reset Network Settings.
8. Retry the pairing process.

The phone settings reset will delete all the saved WiFi networks and previously paired Bluetooth devices. The WiFi networks need to be rejoined and any other Bluetooth device to be paired again.

If the issue persists, fill out 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.