Support Center

CentrePoint Mobile Errors and Explanations

Last Updated: Feb 21, 2018 02:57PM CST

These are the error codes and the explanations for all errors found in CentrePoint Mobile. If you are a patient or user in a study, please contact your study administrator for assistance with any of these issues.

 

E01 - An error occurred when attempting to download, please try again

  • Problem: Data could not be retrieved  from the activity monitor on the Sync Screen.

  • Solution: Tap Refresh on Sync Screen

E02 - Bluetooth is disabled

  • Problem: Bluetooth is not enabled on the phone

  • Solution: Go to the Phone’s Settings page on the phone and enable Bluetooth

E03 - Wireless network not available

  • Problem: Internet (3G, 4G or WiFi) is not enabled on the phone

  • Solution: Go to the Phone’s Settings page on the phone and enable a source of internet

E04 - Data cannot be uploaded at this time

  • Problem: The CentrePoint service that communicates with the phone is currently not available.

  • Solution: Tap refresh on Sync Screen. If this does not work, try again at a later time.

E05 - Data cannot be uploaded at this time

  • Problem: There was an issue communicating with the CentrePoint service.

  • Solution: Tap refresh on Sync Screen. If this does not work, try again at a later time.

E06 - Credentials Expired. Please enter a new pin

  • Problem: A CentrePoint administrator has removed the credentials for the mobile phone subject.

  • Solution: If the study is not complete, generate a new PIN and re-attach the subject to the phone. Find out how to generate a PIN here

E07 - Please contact your study administrator to obtain an activity monitor

  • Problem: There is not an assigned activity monitor for the subject attached to the phone

  • Solution: Attach the activity monitor to the subject. Find out how to do this here. Once the activity monitor is attached, refresh the Sync Screen and the app will start connecting to the device.

E08 - Activity monitor cannot be found, please refresh

  • Problem: Activity monitor could not be found. This problem could be the following: the device is not in the area, the battery is dead on the device, or the device was initialized with Wireless disabled or Heart-rate Enabled.

  • Solution: Depending on the problem, bring the device closer to the phone, recharge the device, or reinitialize the device with wireless on and heartrate off

E09 - Activity monitor cannot be found, please refresh

  • Problem: Activity monitor could not connect to the phone via Bluetooth.

  • Solution: Tap refresh on the sync screen. If the problem persists, reinitialize the device using ActiSync.

E10 - Activity monitor is not collecting data, please contact your study administrator

  • Problem: The device is in halt mode, which means it is no longer collecting data due to either reaching a stop time that was set during initialization of the activity monitor or the device died and was recharged

  • Solution: Reinitialize the device using ActiSync.

E11 - Activity monitor is not collecting data, please contact your study administrator

  • Problem: The device is in reset mode, which means the firmware was updated and never initialized afterwards, so the device is no longer collecting data.

  • Solution: Reinitialize the device using ActiSync.

E12 - Activity monitor is not collecting data, please contact your study administrator

  • Problem: The device is in an Unknown Error mode.

  • Solution: Reinitialize the device using ActiSync.

E13 - An error occurred. Please refresh and try again

  • Problem: An unexpected error has occured.

  • Solution: Tap refresh on the sync screen. If this occurs frequently, please open the side menu by dragging from the left side of the screen to the right, tap settings, tap report a problem.

UE01 - Please enable your internet by turning on WiFi or 3G/4G.

  • Problem: While attempting to upload the data, Internet (3G, 4G or WiFi) is not enabled on the phone

  • Solution: Go to the phone’s Settings page on the phone and enable a source of internet. Tap Retry on the Upload screen.

UE02 - Please retry when CentrePoint is available.

  • Problem: The CentrePoint service that communicates with the phone is currently down.

  • Solution: Tap Retry on the Upload screen. If the CentrePoint service is still down, please try uploading at a later time.

UE03 - Please enable Bluetooth by navigating to your settings.

  • Problem:  Bluetooth is not enabled on the phone

  • Solution: Go to the Phone’s Settings page on the phone and enable Bluetooth

UE04 - CentrePoint Mobile Service for your study is not enabled.

  • Problem: The Study that the subject is in does not have Mobile enabled.

  • Solution: Contact ActiGraph to have this feature enabled.

UE05 - Your Credentials are not valid. Please retry the upload.  

  • Problem: Error while communicating to the CentrePoint service to verify credentials.

  • Solution: Tap Retry on the Upload screen.

UE06 - Your Credentials are expired. Please enter a new PIN and retrieve new Credentials.

  • Problem: The credentials for this subject has been removed from the study

  • Solution: If the study is not complete, generate a new PIN and re-attach the subject to the phone. Find out how to generate a PIN here

UE07 - There is no assigned device for this subject. Please initialize a device with this subject to continue the upload.

  • Problem: There is not an assigned activity monitor for the subject attached to the phone

  • Solution: Attach the activity monitor to the subject

UE08 - A new activity monitor has been attached. Please retry the upload.

  • Problem: The activity monitor found during the verification process is different from the device originally stored before attempting to upload.

  • Solution: Navigate to the Sync Screen and tap upload. If this occurs frequently, please open the side menu by dragging from the left side of the screen to the right, tap settings, tap report a problem.

UE09 - A previous upload is currently ingesting. Please wait until this process is finished.

  • Problem: There is an upload currently being ingested in the CentrePoint system.

  • Solution: Tap Retry on the Upload screen. If this occurs again, please try again at a later time while CentrePoint ingests the current upload.  

UE10 - The Activity monitor is not in a good state to make an upload. Please contact your Study Administrator to reinitialize your device.

  • Problem: The activity monitor is in a state that it no longer has data to upload.

  • Solution: Attempt to retry. If this happens frequently, reinitialize the activity monitor.

UE11 - The Battery Level is too low. Please contact your Study Administrator for charging instructions.

  • Problem: Currently, the battery level should not affect the ability to upload unless the activity monitor is completely dead.

  • Solution: Charge the activity monitor. If the activity monitor is dead, a reinitialization will be needed.

UE12 - The Activity monitor does not have a start time. Please contact your Study Administrator to reinitialize your device.

  • Problem: The activity monitor was never set to start collecting data.

  • Solution: Reinitialize the device.

UE13 - The Last Epoch is less than the current Start time. Please contact your Study Administrator to reinitialize your device.

  • Problem: The activity monitor was reinitialized and there is a gap of data between what is in CentrePoint and what is on the device.

  • Solution: This problem will not occur.

UE14 - Download from activity monitor has failed. Please retry the upload.

  • Problem: Retrieving activity data from the device failed due to a Bluetooth connection issue.

  • Solution: Attempt to retry the upload. If this problem occurs frequently, reinitialize the device using ActiSync.

UE15 - Requesting data for upload has failed. Please retry the upload.

  • Problem: Data is missing when gathering the data to start the upload.

  • Solution: Tap retry on the upload screen.

UE16 - Sending data gathered about upload has failed. Please retry the upload.

  • Problem: Communication issue occurred when trying to send the data about the upload to our servers.

  • Solution: Attempt to retry the upload.

UE17 - Upload has failed. Please retry the upload.

  • Problem: Uploading activity monitor activity data to CentrePoint failed

  • Solution: Tap retry on the upload screen.

UE18 - Confirmation of upload has failed. Please retry the upload

  • Problem: Communication issue occurred when trying to confirm the upload has been sent to our servers.

  • Solution: Tap retry on the upload screen.

UE19 - Unknown error has occured. Please report this problem and retry the upload.

  • Problem: An unexpected error has occured.

  • Solution: Tap report on the upload screen so ActiGraph can diagnose the issue.

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