If the Care App stops responding, closes on its own, or won’t open at all, something may be temporarily interfering with it. In some cases the app’s data files have become corrupted.
Did you recently restore a backup? Restoring a backup, after switching phones or resetting your phone, can corrupt the Care App. If your problems started then, go straight to step 6 and reinstall the app.
Otherwise, try the steps below in order. Open the Care App after each one, because the problem may be solved at any point:
- Force close the Care App
- Open the multitasking view or app list
- Swipe up to close the Care App
- Restart your phone
- Check the Care App’s permissions
- Make sure the Care App has all its permissions granted and is allowed to run in the background
- You may also need to exclude the Care App from battery-saving features
- Check for Care App updates
- Open the App Store or Play Store to see whether an update is available
-
android Clear the Care App’s cache
- Long tap the Care App icon
- Select App Info
- Tap Storage & cache
- Tap Clear cache
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Delete the Care App, then install it again
Warning: any data that has reached your phone but hasn’t been uploaded to the Empatica Cloud yet will be lost. If you can still open the app, connect your phone to the internet and leave the app open for a few minutes first, so it can finish uploading.
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, and the Empatica Research Support Team will reach out to help you.