TROUBLESHOOTING

The Adiona App

Have questions about how to get our app to work and what to do if something doesn't seem to be working? Here you'll find a comprehensive list of answers, from setting up Adiona to workarounds for bugs we're working on fixing. We appreciate your patience as we resolve any issues that come up!

But if that’s too much reading or if it’s too difficult to troubleshoot on your own, we get it. Just give us a call at our phone number (619) 736-4748 or email us at support@adionahealth.com. We’re very responsive and friendly!

The Adiona App

How do I set up Adiona?

First things first! Does your loved one already have their Apple Watch set up? If not, that’s okay. You’ll want to set up their Apple Watch first, before you worry about setting up Adiona. Here’s Apple’s official set up guide.

Once you’ve done that, follow the steps below. Note that all the steps are written as if you’re the caregiving family member.

Download Adiona onto the caregiver’s (your) iPhone.
Click “Sign up,” enter your email, then create a password (alternatively, you can use Sign up with Apple).
You’ll need to tell us whether your loved one’s Apple Watch is paired with your phone or with a different phone. If you don’t know whose phone their Apple Watch is paired to, check the Settings app of the phone you think their watch is paired to, then go to the “Bluetooth” section. In that section, you should see a list underneath the words “MY DEVICES.” If you see the name of your loved one’s Apple Watch there, then that’s the phone their watch is paired to. If you don’t know the name of their watch, go to their watch and open the Settings app. Then go to “General” then “About.” At the top, you should see the name of their watch.
1. How to see paired watches video
2. How to see name of phone video
Once you’ve let us know which device your loved one’s watch is paired to, follow the setup prompts in the app.
When you’ve finished following the prompts, the last thing to check is if the Adiona app is downloaded onto any watches other than your loved one’s. Adiona automatically downloads to app watches paired with a phone that has the Adiona app. For example:
1. If you downloaded Adiona onto your phone, and your phone is paired to your Apple Watch, Adiona will download onto your watch as well.
2. If you downloaded Adiona onto your phone, and your phone is paired to your Apple Watch and other Apple Watches, Adiona will download onto all of those watches.
In any of these scenarios, just delete the app from the Apple Watch that isn’t your loved one’s. The easiest way to do that is to go to the Watch app on the phone paired to the device, then find “Adiona Watchkit App” in the list of apps, then switch the slider next to “Show App on Apple Watch” to the off position.
1. Delete app from watch video
If you don’t do this, your battery might be used unnecessarily, and building your personalized agitation prediction baseline might not work as expected.

If you have any questions, just drop us a line or shoot us an email!

How do I know if Adiona is working?

Contact us by email or phone! As of now, for security reasons, there’s no automatic way for you to check whether everything is set up correctly, but we’d be happy to verify that for you on our end.

My Adiona app is telling me to upload data, why do I have to do that?

Adiona will ask you to do this around the time that you record an agitation episode. When you press that “UPLOAD” button in your app, we get health sensor data from your loved one’s watch from around the time that you observed they were agitated. Adiona then uses that to establish a personalized baseline for your loved one so that, in the future, Adiona will be able to alert you when your loved one is about to become agitated and help you manage that agitation better.

What phone am I supposed to upload data from?

Upload data from the phone that is paired to your loved one’s Apple Watch. When you set up the Adiona app, you should’ve downloaded Adiona onto the phone that was paired to their watch - so the app should be there.

We know this process can be a bit cumbersome, so if you have any questions at all, please contact us at (619) 736-4748 or support@adionahealth.com.

Can I add multiple caregivers to Adiona?

Not yet. We’re working on adding this feature. But, for now, you can only have one caregiver set up with Adiona. Logging in to multiple devices with the same account and as a caregiver will create problems for sending and receiving notifications properly.

Some parts of the app just don’t seem to be working. What should I do?

Sorry about that! We do our best to make Adiona a great experience for you, but sometimes we fall short.

In the section below, you’ll find a list of known bugs that Adiona is working on fixing, along with workarounds that you can use for the time being. If that’s ever too much work though, just contact us, we’d be happy to walk you through things.

Known Bugs

Below are technical issues in the Adiona app that we at Adiona are aware of and currently working on fixing. If the app does something unexpected - for example, you click a button that causes the app to crash, or you can’t click a button somewhere else or something isn’t showing up right on the screen - you’ll find step-by-step workarounds below to all the issues we know about.

However, if that’s too much reading or if it’s too difficult to troubleshoot on your own, we get it. Just give us a call at our phone number

(619) 736-4748 or email us at support@adionahealth.com. We’re very responsive and friendly!

If you identify an issue that isn’t listed below, please fill out this form and tell us more!

This list is updated frequently.

After I press the “UPLOAD” button, my app says “Connecting to watch…” then “Oops! Adiona can’t find a watch to upload data from.”

Make sure your loved one’s watch is paired to the phone you are pressing the “UPLOAD” button on. Check out our app FAQ section for details.
If your device is indeed paired, you’ll want to check if the Adiona app has been given permission to access Fitness/Motion data on your Apple Watch. Go to the Settings app on your Apple Watch (not the Apple Watch app on your phone), then go to “Privacy and Security.” Scroll down to the “Motion & Fitness” section and tap on it. If you scroll down, you should see that “Adiona Watchkit App” has permissions to access this data. If the slider is switched to the off position or if you don’t see “Adiona Watchkit App” anywhere in this section, you should delete the Adiona app from your phone and re-install it from the App Store. After re-installing the app on your phone, follow the steps on the phone to set up the watch. When you open the app on the watch for the first time, you should be immediately asked to provide Adiona access to “HealthKit” data and to “Motion & Fitness” data. Grant Adiona access to all the requested data.
If you DO have those permissions enabled, then close the Adiona app on your phone and re-open it. Follow the instructions provided in the Adiona app on your phone or how to upload data. Press the “UPLOAD” button when it appears, and the upload process should successfully complete in 1-5 minutes. You’ll get a confirmation message saying “Watch data uploaded successfully!” when the upload process is complete.

When I try to upload data, there’s no way to upload my data. My app shows a “NOT READY” button.

First, make sure your loved one’s watch is paired to the phone you are pressing the “UPLOAD” button on. Check out our app FAQ section for details.
If your device is indeed paired, you’ll want to check if the Adiona app has been given permission to access Fitness/Motion data on your Apple Watch. Go to the Settings app on your Apple Watch (not the Apple Watch app on your phone), then go to “Privacy and Security.” Scroll down to the “Motion & Fitness” section and tap on it. If you scroll down, you should see that “Adiona Watchkit App” has permissions to access this data. If the slider is switched to the off position or if you don’t see “Adiona Watchkit App” anywhere in this section, you should delete the Adiona app from your phone and re-install it from the App Store. After re-installing the app on your phone, follow the steps on the phone to set up the watch. When you open the app on the watch for the first time, you should be immediately asked to provide Adiona access to “HealthKit” data and to “Motion & Fitness” data. Grant Adiona access to all the requested data.
If you DO have those permissions enabled, then close the Adiona app on your phone and re-open it. Follow the instructions provided in the Adiona app on your phone or how to upload data. Press the “UPLOAD” button when it appears, and the upload process should successfully complete in 1-5 minutes. You’ll get a confirmation message saying “Watch data uploaded successfully!” when the upload process is complete.

My app shows “Verifying connection is secure…” or “Uploading, do not leave this screen…” for a long time.

We’re working on speeding this up! There’s just a lot of data that’s being transferred from the watch and we want to make sure we transfer that data securely, so the process can occasionally take up to 5-7 minutes, depending on what version of the Apple Watch your loved one has and what your home network connection is like.

If the app seems to be stuck saying “Verifying connection is secure…”, please be patient. This should eventually change to “Uploading, do not leave this screen…”. If the app seems to be stuck saying “Uploading, do not leave this screen…” for more than 10 minutes, close the app, re-open it, and try uploading the data again.

The Adiona app on the watch shows “steps today” and “heartrate” are 0.

You’ll want to make sure your loved one’s Apple Watch has been provided with permission to access the steps and heartrate data (what Apple calls HealthKit data). We don’t want to collect any of that information without your permission, of course! Check out our app FAQ for details on how to do that.
If you have provided permission to Adiona to access that data, try restarting your loved one’s Apple Watch. Occasionally, a restart is required for the app to officially be given permission to access that data. After that, numbers should appear in the Adiona app on the watch. If you have restarted the app and still no numbers appear, check back in 2-3 hours; there may be a lag.

Accessing my report via the shareable link doesn’t work.

Make sure you’re using the right password! The password is case-sensitive, and you’ll want to make sure that there aren’t any spaces at the end of the password.
If you’ve confirmed that, you may just have to wait a little bit (5-10 minutes) and then retry accessing the website with your password.

Have other questions?

Check out our section for more answers

or email us at support@adionahealth.com.

FAQ