Troubleshooting steps to try when the Connect Care for Diabetes ("blood drop") icon in the Aduro Mobile App is not responsive.

• Connect Care for Diabetes provides valuable tools and impactful support for those with Type 2 Diabetes, and is available to select well-being programs and members.
• Those members who have been invited to participate can register for Connect Care for Diabetes through the Aduro Mobile App or their well-being program website: Connect Care for Diabetes - Getting started.
• Connect Care for Diabetes registration and related Human Performance coaching content are available through your well-being program website, but we recommend engaging in Connect Care for Diabetes using the Aduro Mobile App for the best experience. Features such as coach chat, scheduling a Connect Care for Diabetes 1:1 coaching session, and blood glucose tracking are available through the app.

Check that your device's operating system is current, and take any available updates

The Aduro Mobile App is compatible with the following OS versions:

iOS: version 16.6 and newer.

Android: version 13.0 and newer.

• Note that if your device does not support the OS versions cited above, you will not be able to install and/or update the Aduro Mobile App. 

Clear the app cache on the device

Uninstalling the app may not clear the device's app cache, which may cause any bad or corrupt data in the cache to continue affecting the app's functionality.

Therefore, you may need to clear the app cache prior to uninstalling and reinstalling it.

If you're unsure how to do this, conduct an internet search for your device name and the phrase, "clear app cache."

Uninstall and reinstall the app, and then power cycle the device

Note that simply shutting down the app will not uninstall it. After reinstalling, turn off your device completely, and then turn it on again.

Check your data connectivity

Confirm you have internet connectivity by using a different app or function that requires a connection, such as sending/receiving a text, or use your device's web browser to conduct a fresh search of a random term.

Note that the app works best with a good internet connection, and individual actions may take longer in low bandwidth situations.

Try using a different network or internet service provider/connection

If you're on a corporate wi-fi network, connect to the internet via your home network, or vice-versa, or use your device's data connection.

If you need assistance with your well-being program or program account, please submit a help request. Click the chat icon (speech bubble) in the lower right corner of the page to connect with a live agent, or click the Submit a Request link at the top of the page, and we'll respond as soon as possible. When submitting a help request, please include the following information as applicable:

• Your name
• Email address associated with your well-being program account
• Your phone number and time zone (we'll need to speak to you personally for account, personal, or protected health information issues)
• Your well-being program provider/employer
• Device you’re using and the operating system
• Web browser you’re using and the version number, OR Aduro Mobile App version number (when logged in, tap the menu icon in the upper right)
• Step-by-step description of the issue, including the names of any Activities, Paths, etc. involved 
• Screenshots that illustrate the issue, if possible