If the EmbracePlus display is stuck on a specific screen (the time does not change), follow the steps below to resolve the issue. Note that the problem may resolve at any point of the procedure:
- Place EmbracePlus on the cable charger. You may or may not see the battery percentage and a battery icon appear on the display.
- Open the Care Lab App and wait ~1 min to check if the status is teal with the message ‘EmbracePlus is charging’. If the frozen display issue persists, continue with the next steps.
- Close the Care Lab App.
- Force close the Care Lab App and open it again after ~5 seconds.
- Wait ~1 min to check if the status is teal with the message ‘EmbracePlus is charging’. If the issue persists, continue with the next steps.
- Make sure the companion device is within Bluetooth range and the Bluetooth is ON.
- android Make sure Location services are ON 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.)
- Toggle the Bluetooth OFF for a couple of seconds.
- Toggle the Bluetooth back ON, then go back to the Care Lab App and check the status, which should indicate charging.
- Press and hold both side buttons on the device simultaneously for at least 60 seconds. The display will flash, and you should see a 'HI' message, confirming the reboot.
- Tap on the 3 dots on the top-right corner, then tap on ‘Forget’ under the EmbracePlus section.
- The Care Lab App will go back to the pairing screen. Make sure the EmbracePlus is charging and nearby, then attempt pairing again.
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.