Troubleshooting Issues with Allie for Android

This article will go over some general troubleshooting recommendations if you are having issues using the Allie application on Android.

You are also encouraged to contact Codex Health Support by emailing support@codexhealth.com, using our online web form here, or via the "Feedback" option in Allie.

allie-feedback.png

Settings in Allie
Readings from Allie Not in Foresight
General Pairing Issues
Issues with the Contour Blood Glucose Meter
Issues with the SC-150 Scale
Issues with the HEM-9200/9210 Blood Pressure Cuff

Settings in Allie

First, please make sure that you are using the most up-to-date version of Allie. We recommend turning on Auto Update 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 devices, please check all of the following settings. These are generally set up during the initial installation of Allie:

  • Ensure that Bluetooth is turned ON
    2-bluetooth-enabled.png
    If Allie is on, and you are not able to initially pair your device, one thing to try is turning Bluetooth OFF, and then back ON again
  • Made sure that Allie has permission to access "Location", Nearby Devices", and "Physical Activity". allie-android-permissions.png
    You can check these permissions using the "System Authorization" menu in Allie
    1-system-authorization.png

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
android-system-check.png

Readings from Allie Not in Foresight

If you are able to get data into Allie, but are being told that information is not available for your provider, the first thing to try would be to restart the phone.

After restarting the phone, please open Allie and keep it open for a couple minutes. This should reset the connection and data should again be sent from Allie into Foresight.

General Pairing Issues

Readings Not Sent to Allie

If you have successfully paired the your bluetooth device and seeing the readings on the device but NOT on your phone, please first make sure that the Allie application 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.

Pairing Issues

You can also check the status of the paired device at any time by going to the "Connected Devices" screen in Allie. Instead of generic terms, you should see the name of the device listed, as well as text below.

cuff-sync-completed-time.png

You should either see "Sync completed" with the time of the last synchronization OR text indicating the device is "Not connected".

If you see the text "None", this means the device is no longer paired - in that case, try the pairing process again from the beginning. 

5-contour-none.png

If you see the generic description instead of the type of device you are using, please go to your phone's Bluetooth settings. Look for all "Previously connected devices" to see if the device is listed there. If so, try the following:

  • Tap the "gear" icon"
  • Select the "Forget" option (your phone may say something slightly different)
    android-forget-bluetooth.png
  • Now try the the pairing process again from the beginning

If you do see that your device is paired, you can tap the gear icon to see when the last data sync took place. If this is several days ago, try taking another reading now.
13-last-sync.png

Additionally, if you have the "Connected Devices" screen open and take a reading, you may see "Offline" change to "Sync completed" when data from the device is sent to Allie
android-sync-completed.png

If everything appears to be working as expected, but you are still not seeing your readings, please use the "Unpair" option in Allie.

android-unpair.png

Then check your phone's Bluetooth settings to make sure the device is no longer listed. If it is, tap into it and use the "Forget" option.

android-forget-bluetooth.png

You can then try the pairing process for the device from the beginning

Issues with the Contour Blood Glucose meter

Cannot Take a Blood Glucose Reading

When you add your blood (or the control solution) to a strip that is inserted into the Contour, you should see a screen prompting you to add a small drop of blood to the strip.

Contour-Ready-for-sample.jpg

In some cases, the amount of blood may be insufficient, in which case you'll see the following:

Contour-more-liquid-needed.jpg

This indicates you need to add another drop of blood until you see the countdown which confirms the Contour is measuring your glucose levels. If you do not add enough blood within a minute, you'll see an "E1" error message indicating to try again with a new strip.

contour-e1.png

Additionally, if you see an E2 code when inserting a strip for the first time, this indicates there is an issue with the strip you've used.

contour-e2.jpg

Not Prompted When Inserting Strip into Contour

If the process appears to have been successful, but when you insert a strip in the Contour you are NOT prompted to take a reading and instead only see the "Bluetooth" symbol pairing appears successful, but you are NOT prompted to take a reading, and only see the "Bluetooth" symbol, please contact Codex Support using this webform. Our staff will follow-up to schedule a troubleshooting session, as this issue can likely be addressed by the following:

  • Unpair the Contour from Allie
  • Install the Contour Diabetes manufacturer application
  • Sign in and pair your device with this application
  • Turn Bluetooth off on your phone
  • Take a Blood Glucose measurement while Bluetooth is turned on
  • Uninstall the Contour Diabetes manufacturer application
  • Turn Bluetooth on for your phone
  • Go back to Allie and see if the device is listed
    • If so, refresh and see if the recent reading is uploaded
  • You can also try taking another reading

Given the complexity of this solution, we recommend contacting Codex Health Support for assistance.

Issues with the Omron SC-150 Scale

Check Scale Display

When you take your weight with the scale, please make sure you are seeing your weight flash when it has been stable. You should also see the bluetooth symbol along with your weight:

scale-reading.jpg

If you do not see the bluetooth symbol, please wait for the screen to go blank and try taking your weight again. If issues continue, you can try resetting the scale:

Reset the Scale

If the general troubleshooting steps above are not resolving your issues with the Omron SC-150 scale, you can reset it at any time. First, we recommend unpairing the scale in Allie, and then confirming that the scale is not listed as a previously connected device on your phone.

Then, hold the bluetooth button on the scale down for at least 2 seconds until you see the flashing "P" and bluetooth symbol, then release.

sc150-pairingmode.png

Now, hold the bluetooth button down for at least 5 more seconds until you see the "CLr" screen and the bluetooth symbol stops flashing.

sc15-clr.png

Then turn the scale over and press the "Set" button. When the display stops flashing, the scale has been reset.

The scale will then turn off after about 10 seconds, and you can start the pairing process again from the beginning

Issues with the Omron HEM-9200/9210 Blood Pressure cuff

Error Messages

The Blood Pressure cuff may display error messages if it is unable to take a reading. You can consult the owners manual for more details on each message, but here are the most common ones:

E1 - indicates there is either an issue with the air plug, cuff, or that the cuff is not tight enough. Please check your connections and try again.

E2 - indicates that there was too much movement during the reading. Please try taking a measurement again and remain as still as possible until the cuff has finished the process.

Synchronization Issues

The Omron Blood Pressure cuff has two bluetooth symbols that it displays to indicate whether the data is being sent from the cuff to Allie. In this picture, the image at the top-left indicates the reading was successful. You will see the values in Allie after this image disappears (the measurement will remain on the screen until you turn it off):

cuff-connected-after-reading.png

If you do not see this symbol, and instead see the one to the right, that indicates the reading will not be sent to Allie:

cuff-sync-error-uploading.png

If you continue to see this symbol when taking your blood pressure, please try pairing the cuff again.

Re-pairing the Blood Pressure Cuff

After un-pairing the cuff (more details above), you'll need to reset the pairing process. Take one of the batteries out of the cuff and then tap the "Start/Stop" button on the cuff 3 - 4 times.

Then open Allie and start the pairing process again. Re-insert the battery into the cuff to see the flashing "P" symbol indicating the cuff is in pairing mode. Follow the steps to re-pair the cuff, and try taking another measurement.

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