All Devices / Supplies / Shipping Articles

• How to Troubleshoot Device Power/Battery Issues
  Q: What can I do if my participant is having trouble charging/powering their device? A: As with any rechargeable device, issues may arise with the battery. You can take the following steps to try to remedy it with your participant: Please confirm that the patient is using the charger provided with the AiCure device (the Samsung S6/S7 charger) Please confirm that the patient is using a live (ac...
  
• How to Troubleshoot AiCure Device Internet Connection Issues
  Q: My participant’s AiCure device is having trouble connecting to the internet to upload their doses/questionnaires. What steps can I take to troubleshoot this? A: The Patient Connect app is designed to work seamlessly without an internet connection. All data will be stored on the device until the next time the app opened while the device has a good internet connection. But if the participant i...
  
• How to Submit Device & Supply Requests
  Q: My site would like to request a resupply/exchange/return for devices or supplies. How would we do this? A: Please reach out to our support team so we may process your request. Create a Supply ticket using one of the following methods Email supply@aicure.com Complete our online form, using “Supply Request” as the ticket type Include all pertinent information such as: Trial ID Site ID Si...
  
• How to Reset a Provisioned Device
  Q: My participant has completed their participation in the trial and no longer needs their AiCure provisioned device. How do I reset it so it can be used with future participants? A: Once treatment is ended in the dashboard and the update has reached the AiCure device, the app can be “Reset”, so another participant can use that device. Please follow the steps below to reset their AiCure device:...
  
• How to Inspect AiCure Devices Upon Receipt
  Q: What should I do once I receive AiCure devices at my site?A: Dependent upon your trial, AiCure devices and supplies may be shipped to your clinical site at the beginning of your participation in the trial. You may also receive additional devices throughout the duration of the trial as needed. Please review the devices and supplies and check against the inventory email and/or printout include...
  
• How to Connect the AiCure Provisioned Device to WiFi
  Q: How can I (or my participant) connect the AiCure Provisioned Device to the WiFi?A: Please follow the steps below to connect the device to WiFi: Power ON the AiCure provisioned device Connect to a charger if the battery is LOW On the main home screen, tap on SETTINGS Tap on WIFI Choose the appropriate WiFi network (Fast and secure connection preferred). Look for “Connected” under the netw...