My Center Health meter isn't connecting, what should I do?

Not to worry! Try the following steps :) 

Duo Troubleshooting (iPhone): 

  1. Please make sure that no strip is inserted when you plug in your Duo.
  2. If you have a phone case, or if you are using an adapter, please take it off and try plugging the Duo directly into your phone in while the Center app is open. Does this solve the issue?
  3. If that doesn't solve the issue, please force close Center and all other background apps. To force close an app, please follow these instructions: https://support.apple.com/en-us/HT201330
    • If you have an iPhone 8 or earlier: double-click your Home button, to show all your recently used apps, then swipe up on all your apps to close them
    • If you have an iPhone X or later: from the Home screen, swipe up from the bottom of your screen, and pause slightly in the middle of your screen. Then swipe up, and force close all apps
  4. Reopen the Center Health app and plug in your Duo to try again!
  5. If this still
    doesn't solve the issue, can you please power your phone off and on again?
  6. Finally, if all fails - would you be able to uninstall and reinstall the Center Health app?

Nano Troubleshooting (iPhone) 

1. Can you try removing the battery by lifting the grey silicon flap, removing the battery, waiting 5 seconds and then putting it back in? 

2. Can you please try deleting and reinstalling the Center Health app to make sure you have the latest version?

3. Can you also try closing all of your background apps on your iPhone, including Center Health, and turning off Bluetooth? I'm thinking there could be a background app or Bluetooth accessory competing for microphone access, and we can pinpoint it by trying this. After closing those background apps, the Center Health app, and turning off Bluetooth, then try your Nano and see if it works.

Nano Troubleshooting (Android) 

Make sure your phone is on the Center Health meters' supported phones list, found here

1. See if restarting your phone solves the problem. 

2. Try removing the battery by lifting the grey silicon flap, removing the battery, waiting 5 seconds and then putting it back in.

3. Make sure the Center Health app has the "microphone" permission enabled in your phone's settings. 

4. Try deleting and reinstalling the Center Health app. 

5. Try force closing all of your background apps on your iPhone, and turning off bluetooth. There could be a background app or bluetooth accessory competing for microphone access, and we can pinpoint it by trying this. After closing those background apps and turning off bluetooth, then try your Center Health meter and see if it works. 

For Android: Open Settings app > Select Apps or Apps & Notifications > Select See All Apps > Select apps to force close > Choose "Force Stop" option > Confirm "OK

6. Be sure that there's no lint in your headphone or Lightning jack, or that your phone case isn't prohibiting the Center Health meter from being plugged in all the way! 

7. Make sure that the email address you're using in your Center Health app is the same one you used to purchase the Center Health meter with. For security purposes, we activate every app account to use a Center Health meter based on that email, so if it's different, nothing will happen when you plug in your Center Health meter! If you are using a different email, simply email us at yourfriends@center.health if you want us to update/activate your email address :) 

8. Confirm that your microphone volume is all the way up when you're using the app, that your phone isn't on a silent mode, and isn't on a do not disturb mode. All of these can interfere with the Center Health meter connection! 

Still no luck?

Send us an in app message describing the problem you're having in detail by tapping the chat box icon in the top right of the Center Health app, and we'll be glad to help get things fixed for you as quickly as possible! 

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