This article will go over some general troubleshooting recommendations if you are having issues using the Allie application on Android.
Allie Settings
Issues With Bluetooth Devices
Contact Support
Allie Settings
First, please make sure you are using the most up-to-date version of Allie. We recommend turning on auto updates for Allie (more details here). You can also force an update at any time by following these instructions.
If you are still having issues with connecting to your medical device, please check all of the following settings. These are generally set up during the initial installation of Allie:
Bluetooth
Ensure that Bluetooth is turned ON. If Allie is open and you are not able to initially pair your device, try turning Bluetooth OFF, and then back ON again.
Location
Make sure that Location is turned ON.
Permissions
Make sure that Allie has permission to access "Location", Nearby Devices", and "Physical Activity".
You can also check these permissions using the "Permission" option in Allie.
System Settings
We also recommend making sure you are using the most recent version of your phone's operating system. This can be checked/updated by going to Settings --> System and checking "System Update" on your phone.
Issues with Bluetooth Devices
Readings Not Sent to Allie
If you have successfully paired your bluetooth device, see the readings on your bluetooth device, but NOT in Allie, please make sure that Allie is open whenever you take a reading.
- If you've taken readings previously that are not visible in Allie, those readings should be sent to Allie the next time the devices synchronizes with the Allie application.
- Additionally, if readings from your bluetooth device are not showing up in Allie, please double-check that the time of your device is accurate. If the time of your device is too far ahead of the time on your phone, this could cause delays with the synchronization process.
Several devices also have a manual synchronization method that you can try if you just took a reading and do not see it in Allie:
-
Omron BP5250 Blood Pressure Cuff - Tapping the "bluetooth" (or "transfer") button at any time will turn the on and display a circle. If there are stored readings from the cuff that have not yet synchronized with Allie, those readings should transfer into Allie.
-
Accu-Chek Guide Blood Glucose Meter - In most cases, the Accu-Chek Guide will indicate "Transfer Failed". You can try to re-send the reading by going to "My Data" --> "Data Transfer" --> "Wireless".
Pairing Issues - Device is "Connected"
You can also check the status of the paired device at any time by going to Settings > Connected Devices. All currently paired devices will be listed, as well as the last time the device synced with your phone.
Try unpairing the device from Allie by tapping the name of the device. You'll see a pop-up asking you to confirm you wish to "Unpair". Select this option.
The "Connected Devices" screen will refresh and the bluetooth device will no longer be included.
Now that the device has been removed, you can try the pairing process again from the beginning. It may be helpful to quickly turn Bluetooth off and then on again before proceeding. This can be accessed by swiping down your screen and tapping the "Bluetooth" option.
Pairing Issues - Device is Not Listed
If you do not see your bluetooth device listed, try the pairing process again from the beginning. It may be helpful to turn Bluetooth off and then on again before proceeding. This can be accessed by swiping down your screen and tapping the "Bluetooth" option.
Contact Support
Please do not hesitate to reach out to Codex Technical Support if you are still having difficulty. You can:
- Submit a Help Desk request here
- Email support@codexhealth.com, or
- Use the "Support" option in Allie to get in touch.
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