Apple Health Troubleshooting Guide

A) How Apple Health automatic activity tracking works

1. You can sync an assortment of activity trackers and other health/wellbeing apps to the Apple Health app.

2. When there is new activity in the Apple Health app, the application retrieves it automatically and your progress towards levels, personal goals, and challenges is increased.

Note

When the application is opened, the latest activity from the Apple Health app will be retrieved. Additionally, your activity will be synced from the Apple Health app even when the application is not open. If the application is closed for a prolonged period of time, it is possible that the sync may stop. If you log out of the application, your activity from Apple Health will not sync. You can see the last time the application checked for new activity in any of your connected apps and devices in: Me > Profile > Apps and Devices.

B) Troubleshooting

If your device is not syncing to the application, you can try the following:

First, ensure that your iOS and your Sprout at Work app are both up to date.

Next, try to manually trigger a sync of your device.

1. Manually trigger the application to check for new Apple Health activity. From the "Home" page, tap on the "Apps and devices" button at the top left to navigate to the "Apps and devices" page. Alternatively, you can do this by tapping Me > Profile > My apps and devices.

     

2. Tap on Apple Health under "Connected" and tap on "Sync now"

     

If the above does not work, try clearing/re-enabling permissions to the application.

1. Disconnect Apple Health from the application. You can do this by tapping: Me > Profile > My apps and devices. Under "Connected", swipe left on Apple Health and tap "Disconnect". Alternatively, you can do this by tapping: Apple Health > 3 dots at the top right > Disconnect.

     

2. Close the application.

3. Verify that your activity is present in the Apple Health app and sync your apps and devices to Apple Health if needed.

4. Confirm that you have enabled permission for the Sprout app to access your data from Apple Health: 

a) Launch the Apple Health app and navigate to the “Sources” tab. 

b) Tap on the application and turn all categories on or just the information you would like to sync. Note that at minimum “Steps” must be turned on for the application to connect with Apple Health successfully.

5. Reconnect Apple Health by tapping on Apple Health and then “Connect” on the application.

                                   

Note

Once your device connection is restored, the last 7 days of activity will automatically sync. Any steps data from your device will be displayed as “Movement” in your activity log. You can access your activity log by tapping on "Me" tab and "Stats.” However, if it hasn't been syncing for longer than 7 days, you would have to go in and manually track those days, using your device as a reference.

C) Biometrics and Activities

The following biometrics can be synced from Apple Health to Sprout:

• Height
• Weight
• Age & Date of Birth
• Gender

To view a list of supported activities, from Sprout click on the device icon and select Apple Health > Supported activities.

Active Minutes Syncing

"Exercise Minutes" will now sync to Sprout as "Active Minutes", which is based on the quality of exercise and generally reflects your heart rate and level of effort. 

Sleep Syncing

Sprout now syncs time "Asleep" from your Apple Health, which comes into Sprout as "Sleep". Sprout will not sync "time in bed".

Trouble Shooting Steps for Sleep Syncing 

If your Apple Health is connected to other sleep apps, this can result in double the amount of Sleep being recorded on Sprout. If you notice this happening, the first thing you must do is find out which connected app is causing this issue. There may be more than one app.

1. Open Apple Health and select Sleep.

2. Scroll to the bottom of page and select Show All Data.

3. Make note if which apps are inputting sleep data into Apple Health. 

Once you know which apps are resulting in the double-tracking of Sleep on Sprout, you can prevent this issue by taking the following steps: 

1. Open Apple Health and navigate to your profile. Select Apps.

2. Select the specific app that is writing sleep data to Apple Health. 

3. Turn off the toggle that says "Allow [App] to Write Data".