Agenda. BodyMedia Troubleshooting Tools BodyMedia Troubleshooting Procedures Armband Devices Two Minute Test Sensor Integrity Test

Transcription

1 Device and Technical Support Training Module SenseWear Device Support

2 Agenda Introduction BodyMedia mini Armband BodyMedia Firefly Armband BodyMedia Display Device BodyMedia Troubleshooting Tools BodyMedia Troubleshooting Procedures Armband Devices Two Minute Test Sensor Integrity Test 2

3 Agenda (continued) Troubleshooting Data Accuracy Adverse Reaction (Skin Irritation), FAQ and Questionnaire Procedure BodyMedia Troubleshooting Procedures Display Device BodyMedia Troubleshooting Procedures USB Cable Q & A 3

4 Introduction The purpose of this training module is to educate a Technical Support Representative with troubleshooting the hardware devices and Software that are employed by the BodyMedia Solutions. The intended audience is for a Technical Support Agent that has fully completed or is in process of completing all applicable and approved BodyMedia Device and Technical Support training. 4

5 BodyMedia mini Armband Product Specifications Sensors: Accelerometer (3-axis) Heat Flux Skin Temperature Galvanic Skin Response (GSR) Battery type: Internal lithium polymer cell battery RF frequency: 2.4GHz will communicate with the Wireless Communicator and Display Device. (The Wireless Communicator and Display Device are optional hardware accessories and may not be available to your solution). Battery power: about 5-7 days under steady use Memory capacity: about 28 days under steady use Armband size: (l) 55mm x (w) 62mm x (h) 13mm (2.2 x 2.4 x 0.5 ) Armband weight (with adjustable strap): 45.4g (1.6oz) Water resistance: IP64 classified (only when Armband is properly inserted into the Armband strap) Operating temperature/humidity: 5 C C (40 F to 104 F)/ 5-95% RH non-condensing Drivers are 32-bit and 64-bit compatible NOTE: BodyMedia manufactures a Bluetooth enabled version of the mini Armband. The Bluetooth version is NOT SOLD OR SUPPORTED for the SenseWear solution. 5

6 BodyMedia mini boot mode and reboot Reboot Armband: -Remove USB cable from device -Press and hold status button for 20 seconds -Release button Boot Mode: -Insert USB cable into device with other end of USB cable inserted into power (USB port recommended, or USB charger) -Press and hold status button for 20 seconds -Release button - Memory LED should be solid color -A functioning Armband will remain in boot mode for twenty seconds, then will reboot itself returning to normal mode 6

7 BodyMedia Firefly Armband Product Specifications Sensors: Accelerometer (2-axis) Heat Flux Skin Temperature Galvanic Skin Response (GSR) Replaceable AAA battery RF frequency: 900MHz (Pro2, FF2.0, v1) or 2.4GHz (Pro3, FF2.4, v2) Communication with Wireless Communicator (FF2.0 and FF2.4) and digital Display Device (FF2.4 only). The Wireless Communicator and Display Device are optional hardware accessories and may not be available to your solution. Wireless Communicator must be of same radio frequency (900MHz or 2.4GHz) as Armband Battery power: one to two weeks under steady use Memory capacity: about 14 days under steady use Drivers: 900MHz is 32-bit only, 2.4GHz is 32-bit and 64-bit compatible 7

8 BodyMedia Firefly boot mode and reboot Reboot Armband: -Remove battery -Press and hold status button for 30 seconds -Release button -Place battery into Armband Boot Mode: -Remove battery -Press and hold status button for 30 seconds -Place battery into Armband -Release button - Memory LED should be solid green 8

9 BodyMedia Display Device Product Specifications Battery type: User-replaceable coin cell battery (CR-2032) Battery power: about 6-12 months under normal use RF frequency: 2.4GHz (communication with Armband) Diameter: 40mm (1.57"), Height: 19mm (0.75"), Weight: 34g (1.2oz) Water resistance: 30 meters Operating temperature/humidity: 0 C to +45 C (32 F to 113 F)/100% RH non condensing Storage temperature/humidity: 0 C to +45 C (32 F to 113 F)/100% RH non condensing Materials: Nylon, Polycarbonate, ABS, Stainless steel, No latex 9

10 BodyMedia Troubleshooting Tools Diagnostic Tools Armband Reset Wizard Diagnostics Wizard Error Log File Firmware Upgrade Tool Firmware Upgrade Wizard Disabling conflicting Applications using MSCONFIG Tool Driver Package 10

11 BodyMedia Troubleshooting Tools Armband Reset Wizard Utility tool that will attempt to gather Armband diagnostic information for use by BodyMedia. This is an executable that will be downloaded to the user s desktop. It will run a wizard that will create and save a file (BodyMediaDiagnostics.ivl) to the desktop..ivl to be provided to BodyMedia. NOTE: This tool will clear the data from the Armband in the case of data corruption. Unfortunately, you will lose all data collected by the device. Steps: 1. Instruct the user to plug the Armband into your computer via a USB cable. 2. Download the tool and choose "Open" when prompted. 3. Double-click the file that appears and click "Run" when prompted. 4. Follow the step-by-step instructions included with the Wizard. 5. It is recommended to configure the Armband with the subject parameters using the SenseWear Software upon completion of this tool. If using the Armband with the Display Device, the subject parameters must first be configured to the Armband prior to use. Otherwise the Armband Algorithm will not be able to convey the proper energy expenditure to the Display Device. If errors occur during Armband data retrieval or in the case of data corruption and/or improper battery maintenance, BodyMedia may be able to reproduce a data file with greater success if the Armband was configured prior to data collection via the diagnostics file. 6. For further analysis, have user provide the Agent the diagnostics file and the Error Log File (see subsequent slide for Error Log File). 7. Agent to provide.ivl file and Error Log File to BodyMedia for analysis via the Complaint Escalation Process. 11

12 BodyMedia Troubleshooting Tools BodyMedia Diagnostics Wizard Utility tool that will attempt to gather Armband diagnostic information for use by BodyMedia. This is an executable that will be downloaded to the user s desktop. It will run a wizard that will create and save a file (BodyMediaDiagnostics.ivl) to the desktop..ivl to be provided to BodyMedia. NOTE: This tool will not clear the data from the Armband. If there is corrupt data on the Armband preventing successful data retrieval, use the "Armband Reset Wizard". Steps: 1. Instruct the user to plug the Armband into your computer via a USB cable. 2. Download the tool and choose "Open" when prompted. 3. Double-click the file that appears and click "Run" when prompted. 4. Follow the step-by-step instructions included with the Wizard. 5. It is recommended to configure the Armband with the subject parameters using the SenseWear Software upon completion of this tool. If using the Armband with the Display Device, the subject parameters must first be configured to the Armband prior to use. Otherwise the Armband Algorithm will not be able to convey the proper energy expenditure to the Display Device. If errors occur during Armband data retrieval or in the case of data corruption and/or improper battery maintenance, BodyMedia may be able to reproduce a data file with greater success if the Armband was configured prior to data collection via the diagnostics file. 6. For further analysis, have user provide the Agent the diagnostics file and the Error Log File (see subsequent slide for Error Log File). 7. Agent to provide.ivl file and Error Log File to BodyMedia for analysis via the Complaint Escalation Process. 12

13 BodyMedia Troubleshooting Tools Obtaining a Log File As referenced in the Armband Reset Wizard and Diagnostics Wizard, the Error Log File should be obtained when submitting the Diagnostics file for further evaluation to the issue. The Error Log File gives valuable information regarding error messaging when the device is communicating with the computer and Software. Name and location of the Error Log File. innerview.ivl For Windows XP, C:\Documents and Settings\<user> For Vista and Windows 7, C:\Users\<user> Where <user> is the Windows Profile user name. 13

14 Firmware Upgrade Wizard BodyMedia Troubleshooting Tools Utility tool that will reflash the firmware to the Armband. When troubleshooting the mini Armband, refer to the mini Armband Device Flowchart Troubleshooting Procedure for proper troubleshooting of the Device and to determine when a Firmware Upgrade is applicable. NOTES: A Firmware Upgrade will clear the data from the Armband thus allowing the Device to collect new data with successful data retrieval in cases of previous data corruption, however it is recommended to use the Armband Reset Wizard when troubleshooting data corruption. Unfortunately, you will lose all data on the Armband by reflashing the Firmware. It is important to realize when a firmware upgrade is necessary. If the Armband responds normal and functions as intended then there should be no need for a firmware upgrade. For instance, if the Armband responds normal and is able to retrieve data however will not sync to Display or Wireless Communicator (hardware accessory) then a firmware upgrade would not be warranted. Firmware upgrades will reflash the software to the device and should only be performed as a last resort when all other troubleshooting does not solve the issue (or when indicated by the Flowchart Troubleshooting procedure). 14

15 BodyMedia Troubleshooting Tools Firmware Upgrade Wizard NOTES (continued): Before resorting to a Firmware Upgrade be sure to have troubleshot the USB port, USB cable, device drivers, conflicting third-party applications, USB cable connection points, etc. The computer will make a tone when cable is inserted indicating the computer recognizes a USB device has been plugged into the computer. Ensure computer speakers are on and not muted. Placing the Armband into boot mode will clear the Display data and reset the Armband clock which may lead to data loss. 15

16 BodyMedia Troubleshooting Tools Firmware Upgrade Wizard Steps: 1. Download the Firmware Upgrade Wizard to the user s desktop. 2. Click to run the Firmware Upgrade Wizard. Click Setup when prompted by the Self- Extractor. 3. Place the Armband into boot mode before clicking Next on the Firmware Upgrade Wizard. Once the Armband is in boot mode, click Next. The Wizard will scan for a connected Armband. The Armband will remain in boot mode for twenty seconds before rebooting itself (if the device is functioning properly). The firmware must be pushed to the device prior to the Armband rebooting itself. If the Armband reboots prior to beginning Firmware Upgrade, repeat Step 3. If no Armband is detected, check device manager, USB cable, USB port, etc. 16

17 Firmware Upgrade Wizard BodyMedia Troubleshooting Tools Steps (continued): 4. Click Next to upgrade the firmware. Checking battery level and saving Display data and personal settings (body parameters) Clearing Armband Transferring firmware, please wait verify memory indicator blinks while transferring Unit will beep when firmware transfer is complete Clearing Armband Rebooting Armband Restore Display data and personal settings to Armband Setting Armband clock 5. Configure the Armband to ensure the personal settings are applied to the Armband. Your Armband should now be ready for use. Battery LED should be blinking red, amber, or green, depending on the level of battery. < END > 17

18 MSCONFIG BodyMedia Troubleshooting Tools As previously mentioned, any conflicting third-party application should be troubleshot prior to assuming Device failure. MSCONFIG is a PC tool that allows the user to disable Windows Start Up Applications for the benefit of finding a conflicting third-party Application. Type [Start : Run (XP) or Start Search (Vista)], type in msconfig. Click the startup tab. This section shows all the programs running in the background when you startup your computer. Some items in here you may need for certain programs to work correctly. Example: Antivirus and Firewall software. On a fresh install of Windows nothing is listed in here. Please note, you can always come back to this to re-check/enable anything you need. To find out what the service is exactly you may search Uncheck items to troubleshoot a possible conflicting application. Click on the services tab. Place a check mark in the Hide all Microsoft services option. Doing so will show other services running in the background that are not a part of Windows. Uncheck items to troubleshoot a possible conflict and hit apply. You will be prompted to restart your computer. If you notice the issue is resolved, this means there is some third party software installed on your computer conflicting. 18

19 BodyMedia Troubleshooting Tools Driver Package To be used when manually installing/reinstalling device drivers for the firefly and mini Armbands. Steps: 1. Copy the Driver Package and save to the user s Desktop. 2. Once the zip folder is saved to the desktop, double-click the folder and expand to a different folder on the desktop. 3. When prompted by the install wizard for the location of the driver, point to the "DriverPackage" folder created in Step 2. 19

20 BodyMedia Troubleshooting Procedures Armband Devices General Armband Response, Verify Warranty, Verify Computer/USB Ports Verifying Drivers using Device Manager Testing Device Functionality Two-Minute Test Sensor Integrity Test Troubleshooting Data Accuracy Adverse Reaction (Skin Irritation) 20

21 BodyMedia Troubleshooting Procedures Armband Devices General Armband Response, Verify Warranty, Verify Computer/USB Ports 1.Verify no abuse by customer. This will void the warranty. Verify Armband has not been exposed water. 2.Press status button to determine health of Armband battery and memory. Mini Armband LED lights whether on or off body. Tone will emit when on-body and collecting data Firefly Armband LED lights and tone when status button pressed. Vibration will occur when on-body and collecting data 3.Verify good battery. Mini Armband - verify device has received a good charge from a reliable source (three hours to fully charge, computer must not go to hibernation/sleep mode) Firefly Armband verify known good battery, no corrosion or buildup on battery terminals. 4.Troubleshoot the USB cable, USB ports, computer. 21

22 BodyMedia Troubleshooting Procedures Armband Devices Verify Drivers If a properly functioning Armband is plugged into a working USB cable and USB port on the computer the device should beep upon cable insertion. The mini Armband s Battery LED will flash indicating the status of the battery s charge (red, amber or green). The computer should also beep upon cable insertion indicating the computer recognizes a USB device has been inserted. Using Device Manager You can also check your Windows Device Manager to verify that the Armband is detected and the drivers are properly installed. To do this, click on Start : Run (XP) or Start Search (Vista, Win7) and type in devmgmt.msc and hit ok. The Device Manager should load. Next you want to look for properly installed drivers in certain locations by clicking the plus (+) sign next to the categories indicated on the following slide. There should be no yellow question marks or exclamations associated to the Driver. If you don't see the driver, please try another USB port on the computer or another USB cable. If the Driver installs under Other Device or any other location than specified on next slide, remove the cable from the Device and uninstall/reinstall the Software (uninstall using Windows Start : Control Panel, then Add/Remove Programs for XP or Programs and Features for Vista/Win7), or right-click the driver and choose Properties : Update Driver. Use the Driver Package if manual installation of the drivers is required. Alternatively, you can get to Device Manager by right clicking the My Computer (XP) or Computer (Vista, Win7) icon and selecting Manage. Click on Device Manager from the list on the left of the Computer Management window that will open. 22

23 BodyMedia Troubleshooting Procedures Armband Devices Verify Drivers Using Device Manage (continued) Mini Armband: 1. Port (COM & LPT), look for BodyMedia(R) Armband Mini 2.4 Serial Port 2. Universal Serial Bus controllers, look for BodyMedia(R) Armband Mini 2.4 USB Firefly 2.4GHz device: 1. Port (COM & LPT), look for BodyMedia(R) Armband 2.4 Serial Port 2. Universal Serial Bus controllers, look for BodyMedia(R) Armband 2.4 USB Firefly 900MHz device: 1. Multi-port Serial Adapter, look for Armband Port 2. Port (COM & LPT), look for BodyMedia USB Serial Port 23

24 BodyMedia Troubleshooting Procedures Armband Devices Two Minute Test The purpose of this procedure is to verify proper functionality of the device (goes on-body, collects data, able to retrieve data) 1. Configure the Armband using the SenseWear software. This will ensure the subject parameters (height, weight, sex, age) are properly set. 2. With USB cable removed from device, have user press status button to verify proper Battery and Memory. 3. Have user place Armband on their arm and confirm device goes on-body. 4. Once the device has gone through its on-body sequence, instruct user to press status button to verify Armband response (mini emits tone, Firefly vibration detected). 5. Instruct user to walk for two minutes to ensure at least one minute of data is collected. If the user is also using a Display Device, have the user sync to Display and verify successful. 6. Instruct user to retrieve the data using the SenseWear software. Verify steps collected during data collection period. If no steps collected, repeat procedure for five minutes. Also verify energy expenditure is representative of the walk (calories burned collected). < END > 24

25 BodyMedia Troubleshooting Procedures Armband Devices Sensor Integrity Test The purpose of this procedure is to verify proper functionality of the device sensors. This would be applicable when the user is reporting a large calorie burn that appears unattainable or unrealistic according to the activity performed. Typically caused by a defective sensor, this will result in excessive calorie burned number and per-minute calories that are not indicative of the activity performed. For example, a customer of normal size body parameters collecting over 6000 calories over a day s time and at 12 calories per minute during periods of low or moderate activity. Procedure: 1. Verify no abuse by customer. This will void the warranty. 2. Verify the Armband is being worn correctly (proper arm, proper orientation). 3. Verify the body parameters are accurate in the Armband configuration. Incorrect body parameters may skew data results. 25

26 BodyMedia Troubleshooting Procedures Armband Devices Sensor Integrity Test (continued) 4.Configure the Armband (to ensure body parameters set to Armband). Verify Armband goes onbody. Have customer wear the Armband for 24 hours during which customer is to perform a twenty minute walk or similar low-to-moderate activity. IMPORTANT: (1) Instruct the customer to wear the Armband ten minutes prior to the start of the moderate activity, (2) Have the customer wear the Armband as much as possible during 24 hour period (during periods of wake, sleep, inactive, etc), (3) Customer MUST FULLY DOCUMENT their twenty minute sample activity which is necessary should the issue need further escalation, including: activity performed, time of day performed, date performed, duration of activity, intensity(s) of activity, time zone. 5.Schedule a follow up phone call to compare end of day calories burned and the twenty minute moderate activity per minute calorie burn. Should the energy expenditure appear extreme and out of ordinary, there may be a defective Sensor. Sensor malfunction will typically result in very extreme calorie burn numbers. NOTE: This procedure is not to be used when the customer is questioning a small discrepancy in the data reported versus what the customer is expecting (see: data accuracy). 6.If results are questionable, proceed with Escalation (next slide). 26

27 BodyMedia Troubleshooting Procedures Armband Devices Sensor Integrity Test - Escalation 1. Verify the product is under warranty. If not, customer will need to repurchase/replace. If out of warranty, log ticket into your internal system. No escalation required. 2. If under warranty, verify customer information and escalate according to escalation policy. 3. Escalation documentation MUST INCLUDE the following information: activity performed time of day performed date performed duration of activity intensity(s) of activity time zone data file and/or diagnostics file error log file 4. Complaint is to be reviewed ensuring all proper steps have been documented prior to escalation to BodyMedia. Use the proper Ticket/Issue code in the escalation and follow the applicable RMA procedure. < END > 27

28 BodyMedia Troubleshooting Procedures Armband Devices Troubleshooting Data Accuracy The purpose of this procedure is to assist with inquiries relative to data accuracy of the device and software. This would be applicable when the user is questioning data accuracy with regards to energy expenditure or steps as reported by the device/software. For example, a customer is questioning the results reported by the data with regards to a particular activity, the total amount of calories burned for a particular day or the steps collected during a particular activity. Procedure: 1. Verify no abuse by customer. This will void the warranty. 2. Verify the Armband is being worn correctly (proper arm, proper orientation). 3. Verify the body parameters are accurate in the Armband configuration. Incorrect body parameters may skew data results. 28

29 BodyMedia Troubleshooting Procedures Armband Devices Troubleshooting Data Accuracy (continued) 4. Identify the activity the user is questioning. Determine if the questionable results are related to a specific isolated activity or with regards to total energy expenditure and/or steps over several activities. a. If the results are questionable for a specific isolated activity, the results may be the Algorithm s misinterpretation of the activity typically attributable to: improper wearing of the device, nonstandard activity, nonstandard style of carrying out the activity (walking on sand may result in an underreporting of step count as compared to walking on pavement, running with an extreme stride), nonstandard body parameters (extreme characteristics that are outside of the supported Algorithm). Educate the user to understand the principals of the solution involve free living and common activities performed in a normal style. Individual results of a specific activity may be over/underestimated however the total energy expenditure as reported by the solution will still be within 90% accurate over a larger period of time (day, week, month). b. If the results are questionable over a series of activities or over a given time (total for day, week, month), proceed with comparing the solution s results to a neutral third-party s interpretation of same activities. See next slide for suggestions. 29

30 BodyMedia Troubleshooting Procedures Armband Devices Troubleshooting Data Accuracy (continued) 5. Use a neutral third-party application to compare energy expenditure for a specific supported activity (like walking, running) as well as energy at rest to see if data results match similarly to the neutral. For example, offers calculators to determine expected calories for a day based on subject parameters and different levels of physical activity. Comparing the energy expenditure reported by our solution to the expected energy expenditure from a neutral third-party site may educate the user to actual versus perceived activity levels. 6. Often the reason a user is not losing the expected weight if using our solution as a weight loss tool is due to an underestimation of calories consumed. Calorie information on a nutrition label may be given for a serving size, however the actual serving may be much greater than the serving size identified, for example a slice of bread, an apple, etc. In addition to underestimating portion sizes and inaccuracies of nutrition labels, the calories consumed as reported by the user are often underreported by 20% to 40%. Restaurant foods are often underreported by as much as 95%. 30

31 BodyMedia Troubleshooting Procedures Armband Devices Troubleshooting Data Accuracy (continued) 7. Sensor malfunction is typically associated with extreme calorie burns (calorie burned per minute will fluctuate widely between 1 to 2 calories per minute to greater than twelve calories per minute for an activity that is not indicative of the activities performed. If sensor malfunction is suspected, proceed with the Sensor Integrity Test procedure. 31

32 BodyMedia Troubleshooting Procedures Armband Devices Data Accuracy - Escalation 1. Verify the product is under warranty. If not, customer will need to repurchase/replace. If out of warranty, log ticket into your internal system. No escalation required. 2. If under warranty, verify customer information and escalate according to escalation policy. 3. Escalation documentation MUST INCLUDE the following information: activity performed time of day performed date performed duration of activity intensity(s) of activity time zone data file and/or diagnostics file error log file 4. Complaint is to be reviewed ensuring all proper steps have been documented prior to escalation to BodyMedia. Use the proper Ticket/Issue code in the escalation and follow the applicable RMA procedure. < END > 32

33 BodyMedia Troubleshooting Procedures Armband Devices Adverse Reaction (Skin Irritation) Analysis and post market surveillance indicate that risks of using the products are extremely low. No significant health risks have been identified. The most frequently reported health risk, occurring in less than 1% of users, is a mild to severe skin irritation resulting from wearing the Armband. The issue is often resolved by following proper wear and cleaning guidelines. Skin irritation may still occur for individuals with highly sensitive skin or for those with a specific allergy to materials used in the Armband and/or strap. However, it is best to discontinue use and consult a physician regarding skin irritations CAUTION: Materials in the Armband have been evaluated for skin contact. Because everyone s skin is different you may experience irritation or redness after wearing the Armband. If this occurs, discontinue use and consult your physician. If you have known metal allergies, consult your physician prior to wearing. Do not wear on an open wound, sore, or burn. To reduce potential for skin irritation, wear for a maximum of 23 hours per day. To reduce the potential risk of skin irritation, be sure to dry your arm thoroughly before wearing. The tab at the end of the Armband strap should be aligned to avoid unintended contact with the skin which may cause scratching. To avoid skin burns, do not wear when it has been exposed to excessively hot temperatures including direct sun exposure. CAUTION: Be careful not to over-tighten the strap while on your arm. If you feel constriction or loss of circulation at any time, loosen the adjustable strap and re-fasten it to a more comfortable setting. 33

34 BodyMedia Troubleshooting Procedures Armband Devices Adverse Reaction (Skin Irritation) FAQ and Questionnaire Procedure 1. Advise user to discontinue use immediately and consult with physician prior to resuming use. 2. BodyMedia must investigate and determine if event is reportable within five days of incident date. 3. Escalate ALL incidents of skin irritation reactions immediately. 4. Provide the Skin Irritation FAQ/questionnaire to the complainant and request two digital photos of the irritation. Escalate completed questionnaire and photos to BodyMedia. 5. BodyMedia may contact user for additional information to complete the investigation. 6. If death or serious injury, or likelihood of death or serious injury, notify BodyMedia immediately by calling or < END > 34

35 BodyMedia Troubleshooting Procedures Display Device General Display Troubleshooting General Display Escalation Requirements Syncing Display with Armband Software vs. Display Mismatch 35

36 BodyMedia Troubleshooting Procedures Display Device General Display Troubleshooting 1. Verify no abuse by customer. This will void the warranty. Verify Display has not been improperly exposed to water (greater than 30 meters). NOTE: it is probable that the user changed the battery and did not properly reinstall the back cover, resulting in water ingress. This will show up as fading segments or a non-responsive unit. 2. Reboot Display (hold all four button in on Display until screen resets and emits single constant beep). Verify if Display responsive by pressing each of the four buttons independently. 3. Reseat the battery to ensure proper installation. Refer to user s guide for reference. 4. Verify the battery has been properly replaced with a known good battery (CR-2032). < END > 36

37 BodyMedia Troubleshooting Procedures Display Device General Display Escalation Requirements Procedure: Determine general Display Device response, verify Warranty, verify no improper use or customer abuse. Advise the customer they may be required to submit proof of purchase for replacement. Note - the Display Device, Clips, and Straps do not have serial numbers. Have the customer provide to the Agent a digital photo for review wherever possible. Agent to verify customer s claim. Please advise customer to keep all pieces as they may be requested for return to complete investigation, prior to replacement. Agent to verify from customer description that the Display may be functional however the Display screen does not show the expected information properly (pixels missing, straight lines through the screen, objects or lines appear where they shouldn t, etc). Agent to verify from customer description and over the phone (when possible) that the Display does not emit tone when buttons pressed. NOTE: Ensure the beep function has not been turned off by the user. Also ensure that the backplate of the Display Device is not upside down, which will result in no tone when buttons pressed. 37

38 Syncing Display with Armband BodyMedia Troubleshooting Procedures Display Device Procedure: Follow this procedure when the Display will not sync to the Armband. Once the Armband is paired to the Display, it should require only a single short press of the Armband button when prompted by the Display. 1. Ensure that you are using an Armband that is capable of talking to a Display Device. This would be a device that has a 2.4GHz radio and is from the same family or solution (see Owners Manual for further information). NOTE: the mini Bluetooth device (a product manufactured by BodyMedia but not available to the SenseWear solution) is NOT COMPATIBLE with the Display Device. 2. Verify a good charge to the battery of the Armband. Wireless functionality may be affected if weak battery. Also very important to minimize radio interference and proper usage (Display within three feet of Armband, Armband on-body, etc.). 3. The Armband must be configured with the subject s body parameters prior to use with the Display Device. 4. Have the user wear the Armband and verify Armband goes on-body by pressing the Armband status button and listening for tone if mini Armband, vibration if Firefly Armband. The Armband will not sync to the Display unless the Armband is on-body (collecting data). 38

39 Syncing Display with Armband (continued) BodyMedia Troubleshooting Procedures Display Device 5. Reboot the Display Device by holding all four buttons in at same time. Verify the Display reboots you will hear the Display Device emit a long tone and the screen will read DD121. Press any button on the Display, follow Display prompts to hold mode and view to sync. 6. When prompted by Display single short press the Armband button. Each time the Display reads Press of the press Armband button to sync statement, it is looking for the Armband. 7. If Display returns Armband not set up, the body parameters have not been properly set to the Armband. Configure the Armband to ensure body parameters are set to the Armband. 8. Should the Display and Armband fail to sync through the first cycle, prompt the Display to sync to the Armband again. When prompted to press Armband button, press AND HOLD the Armband button for about three-to-five seconds and release the Armband button when the Armband beeps the a-ok sequence. This tells the Armband to forget about any previously paired Display and search for a new Display Device. 39

40 Syncing Display with Armband (continued) BodyMedia Troubleshooting Procedures Display Device 9. Ensure a good battery in the Display. One of the most common reasons a Display will not sync to the Armband is a low battery on the Armband or Display unit. Note: Expected life of the Display battery under normal use is 6-12 months. The Display Device uses a CR-2032 battery that can be found at most convenience stores. Also consider the shelf time the device may have had prior to use. Although the Display is in sleep mode during non-use, the Device will periodically draw power from the battery. 10. Should this procedure return Armband not found, see if another Armband or Display Device is available to determine which device may have a faulty radio transmitter. < END > 40

41 BodyMedia Troubleshooting Procedures Display Device Software vs. Display Results Mismatch Procedure: This procedure specifically addresses how to respond/troubleshoot when a user is finding their Software results for calories, steps and/or physical activity do not match the results from the Display Device. Statements: The Software runs our complex statistical algorithms that take the Armband data and computes your calories. The Armband contains a miniaturized set of algorithms that can calculate calories and send them directly to the Display, updated every minute. However the Software Algorithm is many times more powerful than the Armband and so differences can occur in the calories they compute. Wearing the Armband UPSIDE DOWN is the leading cause of Software/Display mismatch. 41

42 Software vs. Display Results Mismatch Statements (continued) BodyMedia Troubleshooting Procedures Display Device Although the firmware has technologies incorporated to distinguish if worn on right or left arm and whether upside down, there is no substitute for proper wearing of the Armband. The Algorithm on the Software is a more robust algorithm than the one utilized on the Armband. Therefore, the Software results are more accurate than the Display results if a difference exists between the two and is the supported Algorithm. The Algorithm on the Armband has been optimized for adults. Therefore, the Display results for children may appear different than the Software results. The Software will utilize a different algorithm for children/teenagers. We do not recommend using the Display with children/teenagers for this reason. 42

43 Software vs. Display Results Mismatch Calories Burned Discrepancies: BodyMedia Troubleshooting Procedures Display Device If you wear the Armband on the proper arm the right orientation, the daily calories shown on the Display and the Software will match within 5%, usually within 1%. There is the possibility that the calories you burnt in the last moments before you removed the device (less than the last whole minute) may be shown on the Display but not recorded by the Armband, and thus not included in the Software results. The calories may not match for the first 10 minutes after you put the Armband on. We recommend wearing the Armband all day to estimate daily calories, but if you wish to wear the Armband only for a specific activity then we recommend wearing the Armband for at least 10 minutes before and after the activity for best results. Check if the Display is showing the daily total or the "Trip". The Software and Display will match for the daily totals. If the Armband is being worn up-side down or on the other arm, then the calories, steps and physical activity results may disagree. 43

44 BodyMedia Troubleshooting Procedures Display Device Software vs. Display Results Mismatch Minutes of Physical Activity Discrepancies: The total minutes of physical activity should match closely between the Display and the Software. Differences may occur if you are engaged in an activity that is close to the METs threshold for physical activity, say 3 METs. For some activity it is possible that the Software is computing 3.1 METs per minute and the Display 2.9 METs per minute, or vice versa. This would make very little difference to the calorie count, but make a more noticeable difference to the minutes of physical activity. This should not occur often. Check if the Display is showing the daily total or the "Trip". The Display and Software will match for the daily totals. 44

45 Software vs. Display Results Mismatch Steps Discrepancies: BodyMedia Troubleshooting Procedures Display Device The daily step counts will be identical between the Display and the Software. There is the possibility that the steps you took in the last moments before you removed the Armband (less than the last whole minute) may be shown on the Display but not recorded by the Armband, and thus not included in the Software results. Check if the Display is showing the current Today values and not Yesterday or "Trip values. The Software and Display will match for the daily totals. If the Armband is being worn up-side down or on the other arm, then the step count may not be as accurate, but the values shown on the Display and the Software will continue to match. 45

46 BodyMedia Troubleshooting Procedures Display Device Troubleshooting Software vs. Display Results Mismatch Procedure: 1. Verify the Armband is worn properly on the correct arm. 2. Verify the body parameters were configured accurately in the Software. Incorrect body parameters may skew data results. 3. Verify customer is comparing daily totals instead of trip totals. 4. Verify activities performed are standard, measureable activities and body parameters are within general population. Non-standard activities are those activities that the general population typically does not perform on a regular basis, or an activity that is performed less than a majority of the day/week/month. Body parameters outside the general population would be that of extreme portions of normal bell curve for height and/or weight, extreme BMI values, etc. 5. If all else fails, be sure to review the items from the Statements section with the user and ask user to ensure wearing device properly (most importantly right side up). Also ensure proper functionality of device and no sensor malfunctions but bear in mind the Display derives the information from the same data the Software uses. < END > 46

47 BodyMedia Troubleshooting Procedures USB Cable Procedure: Proper determination of whether the USB cable is BodyMedia supplied or that which was supplied by a Distributor or is a user s third-party cable (compatible digital camera, cell phone, etc.) will aid the Agent in directing questions or creating escalations with regards to the BodyMedia cable. This information is used to trend and monitor instances for improvement. 1. Verify that the cable being used is that which was supplied with the Device. Although there is nothing proprietary about the cable, we do not support cables which were not included with the Device. 2. Verify no abuse by customer. This will void the warranty. 3. Verify through device manager the drivers are not detected for the Armband and/or another device. 4. Have customer wiggle the cable wire, cable connectors to the USB Port and Device to see if any response in device manager. 5. Verify by using a different or known good USB port on the computer. Attempt USB port on back of desktop computer. Alternate USB ports, such as the ports on the front of the computer, often are connected through a wire to the motherboard rather than direct connection. 6. Remove any external USB hub device from the computer. Cable direct to computer. 7. Verify no COM port conflicts with other hardware/software (example: hot sync). 8. Verify same on a different computer if possible. 9. Verify proper functionality if USB cable swapped for a different cable of equal specifications. < END > 47

48 Q & A Please direct any questions related to this Module to: Michael Oncea Customer Service Supervisor Partners [email protected] direct: (412) BodyMedia Customer Service: (888) , (412)

49 End of Module 49