Sometimes the Care App can’t reach the internet. When this happens, the Care App shows ‘Care needs your attention’ on a yellow background. Tap the Status Card and you’ll see ‘No connection’.
Your data isn’t lost while the app is offline. EmbracePlus keeps recording, and the Care App uploads everything once the connection is back.
Several things can cause this. Work through the steps below in order:
- Check that your phone has a working internet connection (WiFi or cellular). Try opening a web page to confirm.
- If you use a VPN, firewall, or ad-blocking app on your phone, turn it off. These apps can block the Care App from reaching the Empatica servers. We recommend not using them while you take part in the study.
- If you’re on a work, school, or public network, it may be configured to block the connection. Try a different network.
- Force close the Care App, then open it again.
- Check that the Care App is allowed to use the internet. The exact path differs from phone to phone, but it’s usually:
- android Settings > App Settings > Care > Permissions > Internet
- ios Settings > Care > Cellular Data
- Switch connection from WiFi to cellular, or the other way around.
- If none of the above works, wait a few hours and check again. The Empatica platform is occasionally updated, and the connection returns on its own once that finishes.
- Reinstall the Care App.
If the problem continues, 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.