This article will go over some general troubleshooting recommendations if you are having issues using the Allie application on iOS.
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
- 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.
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.
You can also check the status of the paired device at any time by going to the "Connected Devices" screen in Allie. The "Not Connected" status indicates the device has been paired, but is not actively connected. "Connected" means the device is both paired, and actively connected to your phone.
If the status is "No device paired" that indicates the phone does not have a connection to the device, so you will want to try the pairing process again.
If you are still having difficulty, try going to 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
- 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.
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.
In some cases, the amount of blood may be insufficient, in which case you'll see the following:
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.
Additionally, if you see an E2 code when inserting the strip, this indicates there is an issue with the strip you've used.
Simply try another strip, which should then prompt you for a reading.
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:
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
Now, hold the bluetooth button down for at least 5 more seconds until you see the "CLr" screen and the bluetooth symbol stops flashing.
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
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.
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):
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:
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.