Troubleshooting Issues with Allie iOS

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

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.

ios-allie-feedback.PNG

Settings in Allie
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
    ios-bluetoothon.PNG
  • Check the "System Authorization" option in Allie
    ios-systemauthorization.PNG
  • Bluetooth should be enabled
    ios-settings-allie-bt.png
  • Tap into "Notifications" to make sure that Allie is set to "Allow Notifications"
    ios-notifications-setting.PNG
  • 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:
    allie-apple-health-allon.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 --> General, and then "Software Update".

6-ios-softwareupdate.png

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

ios-software-autoupdate.png

 

Pairing Issues - General

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, and either the text "Not connected" or "Unknown"

ios-connected-unknown-devices.png

An "Unknown" device has not been connected, so you will want to try the pairing process again.

Additionally, if a device is "Not Connected" but you do not see the type of device (such as "HEM-9210T" underneath "Blood Pressure Monitor"), please 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 try the following:

  • Tap the name of the device
  • Choose "Forget This Device" and then confirm you want to "Forget Device" below
    ios-forget.PNG
  • Now try the pairing process again from the beginning

If you do not see your device listed below "My Devices", you can try the pairing process again.

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 indication to try again with a new strip.

contour-e1.png

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

contour-e2.jpg

Simply try another strip, which should then prompt you for a reading.

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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