TROUBLESHOOTING GUIDE

First-time use

Problem

The message 'Calculating data' has been on the central display for several minutes. I am connected, but no data of vital signs are displayed.

Reason

  • 1. The position of the Liip Smart Monitor is incorrect.
  • 2. The baby is restless and moves around a lot.

Solution

  • 1.Review the videos that we have prepared for you in the digital teaching guide at App Liip Care > Settings >Help > First use > How to position the Liip Smart Monitor on your baby
  • 2. Wait until the baby has calmed down. Then check that the position and hold are correct.

First-time use (2 / 3)

Problem

I receive many 'check position' notifications.

Reason

  • 1. The position of the Liip Smart Monitor is incorrect.
  • 2. The baby is restless and moves around a lot.
  • 3. My baby weighs less than 3.4 Kg.

Solution

  • 1. Review the videos that we have prepared for you in the digital teaching guide at App Liip Care > Settings >Help.
  • 2. Wait until the baby has calmed down. Then check that the position and hold are correct.
  • 3. For newborn babies with low birth weight, we recommend that you review the digital didactic guide where we explain how to put Liip on premature babies and babies who are younger than 15 days old : App Liip Care > Settings > Help > First use > How to position the Liip Smart Monitor on your baby.]

First-time use (3 / 3)

Problem

I don't receive the account confirmation message or I receive the 'Error registering the account' message.

Reason

  • 1. I am connected to the Wi-Fi.
  • 2. I do not have Internet data.
  • 3. I have bad coverage.
  • 4. I have already created an account.
  • 5. I wrote the incorrect email address.

Solution

  • 1. Reset the Wi-Fi and confirm that your Internet connection is working correctly.
  • 2. You must have Internet access to create a user account.
  • 3. Look for a location with better coverage.
  • 4. Return to the account register screen and write your email account and password and press 'Connect with your baby'.
  • 5. Make sure you wrote your user account access correctly.

Connectivity

Problem

The App Liip Care has been searching for several minutes and does not connect.

Reason

  • 1. Bluetooth Low Energy establishes the slowest connection when Liip Smart Monitor is NOT connected to power.
  • 2. The closest smartphone/tablet to Liip Smart Monitor is out of Bluetooth range.

Solution

  • 1. Charge your Liip Smart Monitor.
  • 2. Liip Smart Monitor can be linked to up to 20 smartphones/tablets. You only need to have one device in the same room as the baby, and the information is forwarded in real time to the other smartphones/tablets that have the Liip Care application installed and open. This way you will know how your baby is without limits and wherever you are in the world. To link several smartphones/tablets to your Liip Smart Monitor:
  • a) Log off on the first smartphone/tablet from where you registered the account.
  • b) Download the Liip Care app in the second smartphone/tablet and access with the same email and password, and enter the linking PIN.
  • c) Log in again on the first smartphone/tablet that will begin to receive data automatically.
  • d) You can repeat this process in up to 20 Smartphones/tablets.],

Connectivity (2 / 2)

Problem

The Liip Care app keeps searching and does not connect even though it is next to the smartphone/tablet.

Reason

  • Incorrect smartphone/tablet configuration.

Solution

  • 1. ANDROID
  • • Connect Liip Smart Monitor to the power supply and stay close to it.
  • • Log out of Liip Care where it is open on all smartphones/tablets that have a login account.
  • • Reset smartphone/tablet.
  • • Activate location/GPS on the smartphone/tablet.
  • • Go to smartphone/tablet settings.
  • • Go to Bluetooth Settings and check to see that the smartphone/tablet is linked. If it is, omit link.
  • • Turn off Bluetooth and turn it on again.
  • • Link the device again.
  • • Once linked, uninstall the Liip Care application and reinstall it: be sure to give the app permissions for Location, Background Running, and any other permissions requested. Make sure you have GPS location enabled on your smartphone/tablet (some manufacturers need this option enabled for Bluetooth to detect the Liip Smart Monitor).
  • 2. iOS
  • • Connect the Liip Smart Monitor to an energy source and remain close by.
  • •Reset iPhone/iPad.
  • • Log out of Liip Care where it is open on all iPhones/iPads that have a login account.
  • • Uninstall the Liip Care application on the iPhone/iPad.
  • • Reinstall the Liip Care application. DO NOT ACCESS YET WITH YOUR username and password.
  • •Got to iPhone/iPad settings.
  • •Go to Bluetooth settings and check to see that the iPhone/iPad is linked.
  • • If linked: omit device, turn Bluetooth off and on. Access the Liip Care application by entering your user name and password, wait 1 minute for a response. When the linking screen appears, wait for the battery symbol to appear and activate sensors.
  • •If it is not linked: access the App Liip Care by entering your user name and password, wait 1 minute for a response, When the linking screen appears, wait for the battery symbol to appear and activate sensors.
  • • Open the App Liip Care and wait for 1-2 minutes for it to connect.

Notifications

Problem

The notifications or alarms do not sound.

Reason

  • 1. The smartphone/tablet is in silent or 'do not disturb' mode.
  • 2. Light-alert notifications are disabled.
  • 3. The smartphone/tablet is blocking the sounds.

Solution

  • 1. Depending on the smartphone/tablet model and the operating system version, the operating system has control over the application management. For the sound to be produced in the Liip Care application you must ensure that you do not have the mute or 'do not disturb' mode activated.
  • 2. Go to Liip Care>Settings>Sounds. Verify that the light alert notifications are activated (in green). Alert notifications cannot be modified.
  • 3. Carry out the following steps that you will find in greater detail in the digital didactic guide in the 'Sounds' section:
  • a) Restart the smartphone/tablet where you have installed the app.
  • b) Uninstall the Liip Care app in all of the smartphone/tablet and reinstall it.
  • c) Go to Sounds in the Liip Care application menu and click on the sound names, on the blue word for 'alert' or 'notification' to check that you can hear all of the sounds. If no sound is heard when you press, then the smartphone/tablet is blocking the sounds.
  • d) Check the threshold notification settings:
  • d1 Android. Settings > Applications > Liip Care > Notifications > Threshold notifications: Turn on and off two or three times. > Click on the sound option 'what to do' and check that you have selected the option 'sound and display'. If not, select this option.
  • d2 iOS Settings > Notifications > Liip Care > Allow all notifications

Notifications (2 / 5)

Problem

It takes at least a minute for alarms to be generated.

Reason

  • Liip Care DOES NOT SEND OUT ALERTS FOR A SINGLE HIGH OR LOW VALUE. Liip sends out alerts for trends/patterns of change in vital signs in order to reduce false alarms and increase reliability.

Solution

  • In specific cases and under the recommendation of a professional, the 'threshold' mode can be used. This mode customizes the maximum and minimum values for the alerts to occur. In these cases, please contact liip@liip.care

Notifications (3 / 5)

Problem

I can't turn off sounds from the Liip Care application on my smartphone/tablet.

Reason

  • You can only change the settings or sounds from the smartphone/tablet that is connected via Bluetooth to the Liip Smart Monitor.

Solution

  • Use the smartphone/tablet connected via Bluetooth to Liip Smart Monitor and modify the settings or sounds.

Notifications (4 / 5)

Problem

I keep receiving alarms or notifications even when the Liip Smart Monitor is not in use.

Reason

  • You took the Liip Smart Monitor off your baby and forgot to turn off the sensors.

Solution

  • Go to Liip Care > Settings > Sensors > Deactivate

Notifications (5 / 5)

Problem

I have a pulse oximeter and the data doesn't coincide with the data from Liip Care.

Reason

  • The reason for data differences with other pulse oximeters is the following: Liip Smart Monitor measures 8 data per 1.2 seconds and the Liip Care application displays 6 second summaries of this data to improve the user experience. Since other pulse oximeters measure less frequently, it is unlikely that the data will coincide 100%.

Solution

  • -

Data storage and notifications

Problem

I cannot see any data stored in the Liip Care Application.

Reason

  • The sensors are turned off.

Solution

  • Press 'Activate sensors' and make sure you are receiving data.

Data storage and notifications (2 / 2)

Problem

I can only view data and notifications stored for up to one week.

Reason

  • The Liip Care application stores the data and notifications from the last 7 days.

Solution

  • The Connected Care platform is available to all users. It displays detailed graphs with all data and notifications generated by Liip Smart Monitor from the moment that it is first used. You can access this platform at https://connected.liip.care