If your EmbracePlus display shows an M! or an X! icon, it has stopped recording data and needs your attention. This article explains what each icon means and how to get EmbracePlus recording again.
For everything else the display can show, see EmbracePlus Display and Notification Icons.
EmbracePlus Memory Full (M! Icon)
The ‘M!’ icon means the EmbracePlus internal memory is full. This happens when EmbracePlus stays disconnected from the Care App for a long time: all recorded data is stored on the device until it can sync, and eventually there’s no room left. Once the memory is full, EmbracePlus stops collecting data.
To fix this, bring EmbracePlus within Bluetooth range of your phone and open the Care App to reconnect. Once connected, the stored data syncs automatically and the Care App shows the status ‘EmbracePlus is syncing’.
What to expect: syncing starts within about a minute. After 2 to 3 minutes, enough memory has been freed for data collection to resume, so you don’t have to wait for the whole sync to finish. Clearing a full memory completely takes longer, usually between 1.5 and 6 hours, and it carries on in the background. It goes faster when EmbracePlus is close to your phone and the Care App is open.
EmbracePlus Disconnected (X! Icon)
The ‘X!’ icon can appear when EmbracePlus has been disconnected from the Care App for a long time. While this icon is showing, EmbracePlus is not recording.
To fix this, bring EmbracePlus within Bluetooth range of your phone and open the Care App to reconnect. Once connected, the EmbracePlus display updates to show the current time and a visible Empatica heart icon.
Seeing X! on a brand new device? This can happen. EmbracePlus has been in its packaging with the battery empty, and it hasn’t been paired to anything yet. Put the device on the cable charger, ignore the X! icon, and carry on with pairing as usual.
Troubleshooting steps for both icons
If reconnecting doesn’t work on its own, work through the steps below. They apply to both the M! and the X! icon.
The problem may be solved at any point along the way, so keep an eye on the Care App status; it should change from red to teal or yellow. Stop as soon as it does.
- Put EmbracePlus on the cable charger. The display shows a battery icon and the battery percentage.
- Open the Care App and wait about a minute to see if the status turns teal and reads ‘EmbracePlus is syncing’, or ‘EmbracePlus is charging’ while it’s on the charger.
- 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. 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 pairing fails, or if these errors keep coming back, start the setup from scratch:
- Delete the EmbracePlus pairing from your phone’s Bluetooth settings (iOS devices, Android devices).
- Delete the Care App and install it again, then pair EmbracePlus from scratch. Have your login credentials ready before you start, because you’ll need to log back in.
Android If you use an Android phone
Android phones often shut down apps running in the background, which breaks the connection to EmbracePlus. If these errors keep coming back, check our configuration tips for turning off battery optimization and letting the Care App run in the background.
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.