EmbracePlus Memory is Full (M! Icon)

The 'M!' icon shown on the EmbracePlus display indicates that its internal memory is full. This happens when EmbracePlus is disconnected from the Care Lab App on the paired companion device for a long period of time, causing the recorded data to be stored in the EmbracePlus internal memory until it is full. Note that if a connection is not established once the memory is full, EmbracePlus will stop collecting further data.

The data already stored on EmbracePlus is not lost: it is uploaded as soon as the device reconnects to the Care Lab App. However, any data that would have been recorded while the memory is full is lost, and appears as a gap in the collected data.

How to resolve a full memory

To resolve the full memory issue, place EmbracePlus within Bluetooth range of the paired companion device and open the Care Lab App to re-establish the connection. As soon as EmbracePlus connects with the companion device, the stored data will be automatically synced. You will see the status 'EmbracePlus is syncing' on the Care Lab App, confirming the data sync. A full memory sync takes between 1.5 and 6 hours, depending on the phone and the distance between the devices.

Why the memory fills up

A full memory is almost always the result of a prolonged disconnection between EmbracePlus and the companion device. Check the possible reasons below and what must be done to resolve the issue:

1. Bluetooth is turned OFF.
   • Bluetooth must always be turned ON.
2. EmbracePlus is out of Bluetooth range from the paired companion device.
   • Check that EmbracePlus is within Bluetooth range (10 meters/30 feet) of the companion device, and that the participant keeps the phone with them during the day.
3. Some interference is obstructing the Bluetooth connection.
   • Check that there is no obstruction of the Bluetooth connection, such as walls, large furniture, heavy fabric, etc.
   • Avoid connecting other Bluetooth accessories, such as wireless earbuds or Bluetooth speakers, to the companion device while EmbracePlus is in use.
4. The Care Lab App is closed.
   • Make sure that the Care Lab App is open and allowed to run in the background. Closing the app from the app switcher stops it from communicating with EmbracePlus.
5. The phone's power-saving features are stopping the Care Lab App from running in the background.
   • Check our configuration tips for the companion smartphone to disable battery optimization and allow the Care Lab App to run in the background. This is the most common cause on Android devices.
6. EmbracePlus is paired with more than one companion device.
   • If EmbracePlus has been previously paired to another phone or tablet, forget (unpair) it from the Bluetooth settings of the old companion device.

If EmbracePlus doesn't start syncing

If EmbracePlus doesn't start syncing, follow the steps below. Note that the problem may get resolved at any point of the procedure. Check the status update, which should switch from red to teal or yellow:

1. Place EmbracePlus on the cable charger. You will see the battery percentage and a battery icon appear on the display.
2. Open the Care Lab App, which should indicate the status 'EmbracePlus memory is full'. Wait ~1 min to check if the status changes to teal with the message 'EmbracePlus is syncing', or 'EmbracePlus is charging' if it is on the cable charger.
3. Force close the Care Lab App and open it again after ~5 seconds.
4. Wait ~1 min to check if the status changes to teal. If it doesn't, continue with the next steps.
5. Make sure the companion device is within Bluetooth range and the Bluetooth is ON.
6. 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.)
7. Toggle the Bluetooth OFF for a couple of seconds.
8. Toggle the Bluetooth back ON, then go back to the Care Lab App and check the status, which should indicate charging. If it doesn't, continue with the next steps.
9. Tap on the 3 dots on the top-right corner, then tap on 'Forget' under the EmbracePlus section.
10. The Care Lab App will go back to the pairing screen. Make sure EmbracePlus is charging and nearby, then attempt pairing again.

Preventing a full memory

A full memory means lost data, so it is worth preventing rather than fixing. We recommend that study staff:

• Configure the companion smartphone before handing it to a participant, so the Care Lab App is never stopped in the background.
  → Configure the companion smartphone for the Care Lab App
• Remind participants to keep the phone with them during the day, with Bluetooth on and the Care Lab App open in the background.
• Check the Care Lab Portal regularly to spot participants whose data has stopped arriving, before their device memory fills up.
• Know how long the memory lasts for your study. The recording time available on the device before the memory fills depends on the Sensor Mode configured for your study, and ranges from a little over a day to about two weeks.
  → What is a Sensor Mode?

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.