Troubleshooting Issues with Allie for iOS

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

Allie Settings
Issues With Bluetooth Devices
Contact Support

Allie Settings

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.

Second, you must have a care plan set up from your clinical educator in order for your pairing to be successful.

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
  
• You can also go to "Permissions" and then "System Authorization" in Allie
                 
• Bluetooth should be enabled
  
• Tap into "Notifications" to make sure that Allie is set to "Allow Notifications"
  
• Make sure that Allie has read/write permissions for Apple Health. To do this, open up Apple Health and tap your profile icon at the top-right, then scroll down to "Apps", and select "Allie". Make sure that all of the options are enabled:
  

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 --> General, and then "Software Update".

We recommend having Automatic Updates "On". You will see your current iOS version and whether there are pending updates below.

Issues With Bluetooth Devices

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.

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.

Pairing Issues - Device is "Connected"

You can also check the status of the paired device at any time by going to the "Connected Devices". All currently paired devices should be listed, as well as the last time the device synced with your phone.

Try unpairing the phone 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 should no longer be included. The next step is to remove the bluetooth device from your phone. 

First, go to the Settings application on your phone and then select "Bluetooth".

If you see the device listed under "My Devices" and "Not Connected" in your phone's Bluetooth settings, please do the following:

• Tap the name of the device
• Choose "Forget This Device" and then confirm you want to "Forget Device" below
  

Now that the device has been forgotten, you can try the pairing process again from the beginning. It may be helpful to quickly turn Bluetooth off and then off again before proceeding.

Pairing Issues - Device is Not Listed

If you do not see your bluetooth device on the "Connected Devices" screen, there may be an issue with the pairing process. First, go to Settings on your phone and then tap the "Bluetooth" option. 

If you see the device listed under "My Devices" and "Not Connected" in your phone's Bluetooth settings, please do the following:

• Tap the name of the device
• Choose "Forget This Device" and then confirm you want to "Forget Device" below
  

Then try the pairing process again from the beginning. It may be helpful to quickly turn Bluetooth on and off before doing so.

Note: If you do not see your device in your phone's setting, the device is not connected at all. In this case, the best solution is to try the pairing process again from the beginning as well.

Error Messages

Try removing the two batteries from the device, wait 2 minutes and put the batteries back in the device. See Link above for additional support.

Contact Support

Please do not hesitate to reach out to Codex Technical Support if you are still having difficulty. You can:

1. Submit a Help Desk request here
2. Email support@codexhealth.com, or
3. Use the "Support" option in Allie to get in touch.