If the EmbracePlus display is stuck on one screen (for example, the time never changes), the device may simply have run out of battery. The EmbracePlus display uses E Ink, which keeps showing the last image even when the device has no power; so a screen that never changes doesn’t necessarily mean something is broken.
Start by charging the device. Work through the steps below in order. The problem may be solved at any point along the way, so stop as soon as it is:
- Put EmbracePlus on the cable charger and wait a few minutes.
- If a battery icon and percentage appear, the device had run out of battery. Keep it on the charger; the display recovers as it charges.
- If nothing appears on the display, continue with the steps below.
- Open the Care App and wait about a minute to see if the status turns teal and reads ‘EmbracePlus is charging’. If the display is still frozen, keep going.
- Restart EmbracePlus: press and hold both side buttons at the same time for at least 15 seconds. The display flashes and shows ‘HI’, which confirms the restart. If the display stays frozen, keep going.
- Restart the Care App.
- Force close the Care App, wait about 5 seconds, then open it again.
- Wait about a minute to see if the status turns teal and reads ‘EmbracePlus is charging’. If it doesn’t, keep going.
- Check that your phone is within Bluetooth range and that Bluetooth is ON.
- android Check that Location services are ON and allowed for the Care App. (Android requires location services for Bluetooth scanning. The Care App will not access, share, or store any location information for any of its features.)
- Turn Bluetooth OFF for a couple of seconds.
- Turn Bluetooth back ON, then return to the Care App. The status should now show charging. If it doesn’t, keep going.
- Tap the 3 dots in the top-right corner, then tap ‘Forget’ under the EmbracePlus section.
- The Care App returns to the pairing screen. With EmbracePlus charging and nearby, try pairing again.
If the display is still frozen after all of these steps, there may be a hardware issue. Fill in the form by clicking Submit a request at the bottom of this page, or use this link. Please include as much detail as you can; the Empatica Research Support Team will reach out to help you.