Troubleshooting connectivity issues

Support Article | Remote Monitoring
Remote health monitoring device syncing data

Remote monitoring devices help track your health data continuously—but occasional connectivity issues can prevent your information from syncing properly. Here's how to fix the most common problems so your data reaches your SleepEz care team.

1. Check Power and Battery

  • Ensure the device is fully charged or plugged in—low battery may stop data transmission.
  • Inspect power cables and charging docks for damage or loose connections.
  • Restart the device by powering it off, waiting 10 seconds, and turning it back on.

2. Confirm Network Connection

Your device must be connected to Wi-Fi or Bluetooth for data uploads:

  • Wi-Fi: Make sure the device is connected to a strong, stable network.
  • Bluetooth: On your phone, turn Bluetooth off and back on. Re-pair the device if needed.
  • Move the device closer to your router or paired phone for a stronger signal.

3. Verify App Permissions

  • Open the SleepEz app and make sure permissions for Bluetooth, Wi-Fi, and background activity are enabled.
  • Allow the app to run in the background so it can sync even when not actively open.
  • Enable notifications in case sync alerts or errors need your attention.

4. Manual Sync Steps

If data hasn’t updated recently, try a manual sync:

  • Open the SleepEz app and go to Devices → Sync Now.
  • Follow on-screen prompts and keep your device within 3 feet of your phone or router.
  • Wait for the sync confirmation message before exiting the screen.

5. Update Firmware and App

  • Check for firmware updates for your monitoring device in the app or device settings.
  • Visit the App Store or Google Play to ensure you’re running the latest version of the SleepEz app.
  • Older versions may have bugs or compatibility issues that affect syncing.

6. Troubleshooting Specific Error Messages

  • “Device Not Found”: Reboot your phone and device, then try pairing again.
  • “Sync Failed”: Try again in a few minutes or move closer to your network source.
  • “No Data Uploaded”: Check if sensors are worn correctly and data is being captured.

7. Contacting Support

  • If problems persist, contact SleepEz support with your device model and error details.
  • Have your device’s serial number ready to speed up troubleshooting.
  • You may be asked to reinstall the app or provide logs from your device.

Maintaining a strong connection is vital for accurate, timely health monitoring. With these tips, you’ll ensure that your data flows smoothly to your SleepEz dashboard—empowering your care team to provide informed, real-time guidance.