If the Care Lab App stops responding, closes unexpectedly, or won't open, something may be temporarily preventing it from working correctly. Alternatively, a problem with corrupted app data files may be occurring.
To restore the app to its normal capabilities, please attempt the following steps in order. Try opening the Care Lab App after each step as the issue may be resolved at any point:
- Force close the Care Lab App
- ios Open the multitasking view or app list and swipe up
- android Tap and hold on the app icon, select 'More info', tap 'Force close'
- Reboot the phone
- Review the Care Lab App’s permissions
- Ensure the Care Lab App has all the permissions granted and is allowed to run in the background
- The Care Lab App may need to be excluded from battery-saving features
- Check for Care Lab App updates
- You may need to open the App Store or Play Store to check for updates
- android Clear the Care Lab App’s cache
- Long tap on the Care Lab App’s icon
- Select App Info
- Tap on Storage & cache
- Tap on Clear cache
Delete/Uninstall the Care Lab App, then redownload it
Warning! Any synced and not uploaded data will be lost!
Restoring a backup (after switching the phone or resetting it) may corrupt the Care Lab App.
Delete the Care Lab App and redownload it if you encounter any issues after restoring the backup.
If the issue persists, Submit a request from the Support page of the Care Lab Portal. Please provide as much information as possible to the Empatica Research Support Team and we will then reach out directly to assist you further.