TracPatch Troubleshooting Guide

Troubleshooting Device Indicator Lights

Blue = Upper and Lower TracPatch Devices blinking blue means the TracPatch Devices are not paired to one another or to the TracPatch Knee app.

Blue & Green = Upper Device blinking Blue and Lower blinking Green means that the Upper Device is not actively connected to your Smart Device, but the Lower Device is actively connected to your Upper Device and storing data to upload when the Upper Device reconnects with your Smart Device.

Green = Upper and lower TracPatch Devices blinking green means that the TracPatch Devices are connected to each other and to the app which means they are ready to actively upload data to the app via Bluetooth to the TracPatch Knee app.

Red = If the Upper and/or Lower Device(s) is/are blinking red this indicates a low battery. ABLE disconnect notification may be a result of low batteries.

Charging My Devices

Store charger and charging cord in a cool and dry place.

Charging – Place both TracPatch Devices into the charging station with the TracPatch White and Blue logos facing downwards.

Ensure the TracPatch Devices are fully seated into the charger base using the Blue indication lights above.

Solid Red Light = Charger base Error. Reset by reconnecting power cable.

Solid Blue Light = TracPatch Devices are in charge mode.

Battery Life / Battery Issues

Battery Life – Each TracPatch Device contains a rechargeable battery, which should be charged each night. The TracPatch Devices should be fully charged before initial placement.

Battery Issues – TracPatch batteries are not replaceable. If you are experiencing issues with the batteries or charging station, please contact TracPatch Customer Support.

Troubleshooting of Application Software

How do I access my Smart Device’s settings to make sure that the TracPatch Knee App is functioning properly?

Follow the tutorials for allowing privileges and settings when opening the TracPatch Knee App. Go to the Settings icon within your Smart Device and make sure of the following:

  • Bluetooth is ON

  • TracPatch Devices are connected when you look at them. Upper and lower TracPatch Devices blinking green means the TracPatch Devices are connected to each other and to the app which means they are ready to actively upload data to the app via Bluetooth to the TracPatch Knee app

Observe the indication lights to ensure the TracPatch Devices are connected to the Knee Patient app through the Smart Device.

  • Turn on/Allow Draw Over Other Apps Privileges & allow for Audio/Visual interactions with your healthcare provider team

  • Allow TracPatch Knee Patient App is to record audio, send text messages

Why doesn’t my status screen display my data?

Try these steps:

  • Make sure you’re connected to the internet

  • Make sure that your TracPatch Devices are within BLE/Bluetooth range (50 feet)

  • Make sure that you’ve hit the refresh icon to sync your data. It can take up to 3 minutes depending on Bluetooth and WIFI connection.

If the problem persists, contact TracPatch Customer Support via the Contact Feature in the App.

Why does my step count seem low or delayed?

Your step count refreshes when you launch the app or press the refresh button, so if you’ve been wearing your TracPatch Devices all day, and your step count seems low, press the refresh button. It can take up to 3 minutes depending on Bluetooth and WIFI connection.

Why do I keep getting “Device Detach” notifications even though my TracPatch Devices are clipped in? How can I clear out this message so I can use the TracPatch Knee Patient App?

Make sure you have the Lower Device in the Blue ADP and the Upper Device in the White ADP, and they are clicked and locked into place.

  • If TracPatch Devices are properly placed, there may be moisture between the Device and the ADP which prevents the Device color sensor from working properly. In this case, make sure both the ADP and Device surface are dry.

Make sure the TracPatch Devices are connected to the Smart Device (phone) and that the app recognizes the TracPatch Devices via the My Devices section in My Profile.

  • If the TracPatch Devices are recognized, complete a ROM Progress Test to wake up the TracPatch Devices.

Device and Hardware Troubleshooting

Why aren’t my TracPatch Devices blinking?

First, make sure the TracPatch Devices are charged following the above protocol. If they aren’t charging according to the above indicators, contact TracPatch Customer Support for further troubleshooting.

If the TracPatch Devices have taken a charge, make sure the TracPatch Devices are connected to the app via Bluetooth.

Why is my Device blinking blue?

Blinking blue means that the one or more TracPatch Devices are disconnected from each other or Bluetooth.

If your Lower Device is blinking blue, the Upper Device is either out of range from your Lower Device or the Upper Devices battery is dead.

The Upper Device may blink blue if your app isn’t open/actively uploading data theTracPatch App, or if the phone/Smart Device is out of range of the TracPatch Devices.

My TracPatch Device(s) ran out of battery, did I lose my data?

You will miss data for the time that the TracPatch Device(s) were out of battery. However, the TracPatch Devices store up to 2 days' worth of data, so that data prior to the dead battery will still be there when the TracPatch Devices regain charge and are synced to the TracPatch Knee App.

What do I do if there is water inside of the TracPatch Device?

If a TracPatch Device is visibly soiled with water, contact TracPatch Customer Support.

Charging Troubleshooting

Why aren’t my TracPatch Device charging?

Make sure the wall adapter is properly plugged into an outlet that has power, and that the barrel connector is fully inserted into the charger base.

Make sure there are no debris or other obstructions in the charger base pockets before you place the TracPatch Devices.

Make sure that you are placing the TracPatch Devices properly in the charger base pockets – the color label of the TracPatch Devices should be face down with the QR label facing away from the charger base.

Why is my charger base blinking red?

The charger base blinks red when it gets above 140* F. While it blinks red, it stops charging to allow the charger base and TracPatch Devices to cool down to avoid dangerous temperature levels. This may happen from time to time and may be more frequent in the charger base is placed in an area that gets sunlight or is otherwise warmer than room temperature.

Why is my charger base and/or TracPatch Devices so warm when charging?

It is normal for the temperature to rise during routine charging. Your TracPatch charger base has a built-in temperature regulator that will cause it to shut down temporarily if it exceeds 140 degrees F. Keep the charger base in an area that is cool and dry. Making sure that there is no debris in the charger base pockets will help prevent the temperature from reaching the 60° limit.

TracPatch Customer Support Troubleshooting Guide

Follow this guide to help you work with TracPatch Customer Support.

Contact TracPatch Customer Support via the Contact Feature to describe the problem. TracPatch Customer Support will determine the need for appropriate follow up, potentially indicating a need to send a Log File to the software developers. TracPatch Customer Support will also develop a follow up plan to address the issue.

If hardware fails troubleshooting protocols due to faulty or damaged assembly kit hardware or supplies, TracPatch Customer Support will work with the patient and the healthcare provider to determine the most effective and efficient solution to replace the faulty assembly kit