If you encounter a problem with establishing a connection with the Health Mate app, the best thing is to close(quit) the Heath Mate app and restart it again – this forces the app to re-establish a connection and sync with the watch.
The smart phone and the Withings watch NEED to be able to sync periodically – therefore, we recommend not separating the two for long periods of time because of possible data loss. If the smart phone and the Withings watch become separated so that a Bluetooth connection cannot be maintained – please instruct the participants to open the Health Mate app and verify that the connection has been re-established when the phone and watch are reunited.
If the phone enters into battery saving mode due to low battery, some phones break the Bluetooth connection with the Withings watch to save battery life. If that occurs, it is important to charge the phone and verify that the watch has re-established a connection with the watch by opening the Health Mate app.
Please inform the participant to avoid turning off Bluetooth on their phone.
If the Bluetooth connection between the phone and the Withings watch is disabled. It is important to turn it on as soon as possible and re-syncing in the Health Mate app (like described above).
Please instruct the participants to turn on notifications for the Health Mate app, this is essential for the research mode.