No Participant Records

Symptoms 

Participant Records are not showing up on the Dashboard

Resolution #1 Check Battery

1. Press the button on the Recorder to check the battery level
2. Do the white Battery Lights come on?
3. If not - plug the Recorder into the wall charger with the Micro-USB cable
4. The Battery Lights will blink when charging and will be solid when the Recorder is fully charged (after 2 hours)
5. If the Battery is completely drained - it will take 5 minutes for the lights to come on
6. If the Battery Lights do NOT turn on after 5 minutes - check that cables are fully connected and the wall charger is well connected to the wall outlet
7. If the Battery Lights do NOT turn on after charging for more than 5 minutes - Contact Support at 1 888-887-2044 (Monday-Friday 9:00 am - 17:00 pm) or email hexoskinmedical.support@carretechnologies.com

NOTE - The recorder must be plugged in to the USB charger to sync data

Cause #1 No Battery

Participant Records will not sync to the Dashboard if the Recorder Battery is not charged and the Recorder is not plugged in

Resolution #2 Check Shirt Connector

1. Remove and reinsert the Shirt Connector into the Recorder
2. Ensure that the Shirt Connector is fully inserted and flush against the Recorder
3. Check that the Status Light turns Green
   
   

Cause #2 Shirt Connector Not Inserted

The Shirt Connector is not fully inserted into the Recorder and the Recorder is not collecting data

Resolution #3 Check Recorder Status

1. Disconnect the Recorder from the Medical Shirt
2. Press the Recorder Button to check the Status Lights
3. Is the Status Light ORANGE?
4. If the Status Light is Orange, there is a problem with the Recorder - Contact Support at 1 888-887-2044 (Monday-Friday 9:00 am - 17:00 pm) or email hexoskinmedical.support@carretechnologies.com

Cause #3 Recorder Problem

The Shirt Connector is not fully inserted into the Recorder and the Recorder is not collecting data

Resolution #4 Check Hexoskin App and Recorder Connection

1. Turn on Smartphone
2. Open Hexoskin App
3. Login with SMS login
4. Is the Recorder (HMS Device) connected?
5. If not - tap on the "HMS device" to reconnect the Recorder
6. On the Recorder, press the Button for 5 seconds until the Status Light turns BLUE
7. Click the Refresh icon to reconnect the Recorder
   
   

   Check Smartphone Bluetooth & Mobile Settings

8. If Recorder does not connect - go to "Settings" in the phone menu 
9. Select "Connections" in the menu - check that "Bluetooth" is ON
10. Select "Mobile networks" in the menu - check that "Data roaming" is ON
11. Select "Access Point Names" in the menu - check that "Hexoskin AT&T APN" is selected
12. Go back to the HMS App and retry steps 5-7
    
    

    Check Smartphone Software Updates

13. If Recorder does not connect - go to "Settings" in the phone menu
14. Select "Software update" in the menu
15. Select "Download and install" to check for software updates
16. After the software update, go back to HMS APP and retry steps 5-7
17. If the Recorder does not connect - request Assistance
    
    

    Requesting Assistance on App

18. From the App dashboard, select "Assistance"
19. Select "Schedule a callback"
20. Check the box to "include app logs"
21. Select "Request assistance"
22. Logs will be sent to the support team for troubleshooting
    
    

Cause #4 Hexoskin App not Syncing

The recorder is not connecting to the App, as a result, data is not syncing