This article is designed for patients and clinics assisting patients who experience repeated Bluetooth disconnections between EmbraceMini and the PKG Monitor App.
Brief disconnections may occasionally occur. However, frequent interruptions are usually related to environmental interference, such as distance between the device and the smartphone or obstacles between them. Walls, large furniture, and even your own body (for example, crossing your arms) can cause disconnections. They may also be caused by phone configuration or pairing conflicts.
Follow the steps below in order.
Step 1: Confirm the PKG Monitor App runs in the background
The PKG Monitor App must remain active in the background at all times.
Do not close the app from the recent apps screen.
Step 2: Check for physical obstructions
EmbraceMini communicates via Bluetooth.
Walls, furniture, and heavy fabric may interfere with the signal.
Keep the phone within 15 feet / 5 meters of EmbraceMini, with no obstructions between them.
Step 3: Disable power-saving and optimization features.
- Settings → Apps → PKG Monitor App → Battery → Select “Unrestricted”
- Settings → Battery → Turn off power-saving modes
- Settings → Battery → Turn off “Low Power Mode”
For full details on phone configuration, see: Phone configuration article
Step 4: Ensure app permissions are enabled
Settings > Apps > PKG Monitor App (App info) > Permissions > All permissions (3 dots) > Enable all that are applicable, such as:
- Location
- Nearby devices
- Background activity
- Settings → Privacy & Security → Location Services → Enable PKG Monitor App
- Settings → Privacy & Security → Bluetooth → Enable PKG Monitor App
Step 5: Reboot the phone and retry pairing from scratch if needed
Restart the phone.
If the issue continues, re-pair EmbraceMini from scratch:
- Open the phone’s Bluetooth settings
- Select EmbraceMini
- Tap “Forget” or “Unpair”
- Open the PKG Monitor App
- Restart pairing from within the app [link to article on how to pair]
Please note that pairing must be done only via the PKG Monitor App and not through the phone’s Bluetooth settings.
Step 6: Reset network settings if the issue persists
Important: Resetting network settings will:
- Delete all paired Bluetooth devices
- Delete saved Wi-Fi networks
- Restore Wi-Fi and Bluetooth settings to default
- Settings → General management → Reset → Reset network settings → Reset settings
You may be asked to enter your lock screen password, PIN, or pattern.
- Settings → General → Transfer or Reset iPhone → Reset → Reset Network Settings
After the reset:
- Reconnect to Wi-Fi or mobile data
- Open the PKG Monitor App
- Pair EmbraceMini again from within the app
If the issue continues
Before contacting support:
1. Collect a screenshot from the Advanced tab
PKG Monitor App → Three dots (top-right corner) → Advanced
|
|
|
|
Take a screenshot of this page. |
2. Perform a controlled connectivity test
- Place EmbraceMini and the smartphone side by side
- Confirm they are connected via Bluetooth
- The app should show a teal background - Confirm the phone is connected to the internet
- Leave both devices side by side for 2 hours
- Do not wear EmbraceMini
- Do not move either device
Note the:
- Date of the test
- Start time
- End time
3. Contact support and provide the following
- Screenshot from the Advanced tab
- Date and timeframe of the 2-hour connectivity test
- Phone model
- Operating system version
This information allows the Technical Team to review connection logs and investigate further.
Click here to contact our Support Team