Troubleshooting

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

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.

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.

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.

You can submit a request in the Sleep Portal.

1. Visit the Sleep Portal.
2. Click at “Forget Password” in the login page.
   
3. Input your login email and click “CONFIRM”.
   
4. Check your mailbox for the reset password email.
   
5. Click the link to set a new password. This link is only valid for 1 hour.
   
6. Set a new password. (If the link has expired, you can request a new link by retarting from step 1.)
   
   
7. Use the new password to login.

You can reset it in Sleep Portal after login.

1. Click at the User icon at the top menu.
   
2. Click “Reset Password”.
   
3. Confirm to reset the password. You will be logout after confirmation.
   
4. Check your mailbox for the reset password email.
   
5. Click the link to set a new password. This link is only valid for 1 hour.
   
6. Set a new password. (If the link has expired, you can request a new link by Forget Password.)
   
   
7. Use the new password to login.