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Troubleshooting

Problem: The Sleep Portal is not working

The cache in the web browser may be outdated and needed to be reloaded or cleared.

Symptom: The buttons are not responding

Solution:

  1. Visit Sleep Portal in your browser
  2. Perform a Hard Reload of the portal by following this:

Source: https://fabricdigital.co.nz/blog/how-to-hard-refresh-your-browser-and-clear-cache

Symptom: "Hard Reload" does not solve the issue

Solution:

  1. Clear the cache of the web browser by following this guide: https://its.uiowa.edu/support/article/719
  2. Reload the Sleep Portal

Notes: After clearing the cache, you may be logged out from most of you sites.

Problem: A record is marked as "Unable to upload" in BRM

Reason: The measurement duration must be 60 mins or longer

Root cause:

  • The wearing time is less than 60 mins.
  • A minimum of 60 mins in recording is required to generate a sleep study result.

Prevention:

  • Make sure the duration of the sleep study is longer than 60 mins (1 hour).
  • Do not put the Ring back to the Cradle before finishing a study. Otherwise the recording will end early.
  • Do not break a sleep study with more than 60-minute gap. Otherwise the record will be split into two.

Mouse over the status icon to check the reason

Reason: The measurement duration must be 60 mins or longer

Root cause:

  • The wearing time is less than 60 mins.
  • A minimum of 60 mins in recording is required to generate a sleep study result.

Prevention:

  • Make sure the duration of the sleep study is longer than 60 mins (1 hour).
  • Do not put the Ring back to the Cradle before finishing a study. Otherwise the recording will end early.
  • Do not break a sleep study with more than 60-minute gap. Otherwise the record will be split into two.

Reason: No user is assigned to this ring

Root cause:

  • User ID is 000000000000 as the Ring has not been assigned to any user before data recording.

Solution:

  • Send the record to Belun (See below) for manual processing.

Prevention:

  • Make sure the device has been assigned to a user before sleep test.
  • Review the device assignment in the Device Management in the sleep portal.

Problem: Incomplete report

Reason: Inadequate valid data for bAHI analysis

Possible cause(s): 

  • Frequent and/or intensive motion, or
  • Low perfusion, or
  • Loose ring size, i.e. poor contact between sensor and skin, or
  • Wear the ring incorrectly, or
  • other causes

Prevention:

  • Choose a tight fit Ring size to ensure a good contact between the sensor and the skin.
  • Try wearing the Ring on another hand.
  • Do more than one night of sleep study to avoid first night effect.

Send a sleep record to Belun

If a sleep record cannot be uploaded for auto analysis, please follow these steps to send the record to us for analysis.

  1. Log out from your account
  2. Use support@beluntech.com as login. Contact us via WhatsApp https://wa.me/85237065640 for the dynamic password.
  3. Select the records, click “Send to Belun”
  4. Email the patient ID, height, weight, age, gender to support@beluntech.com
  5. A report will be returned by email in 2 business days.

Send the Log File to Belun for troubleshooting

Menu → Log File → Send to Belun

Update firmware

Maintain your devices with latest firmware for best performance.

  1. Click “Please Update” next to the Ring / Cradle Firmware
  2. Click “Update Now”
  3. Do not disconnect the device from computer during firmware update

Update software

Always use the latest software for best performance.