Resolving Missing or Incomplete Data Uploads in the Koneksa Platform

Introduction

Introduction

This guide provides clear, step-by-step instructions for clinical site teams to troubleshoot and resolve issues related to missing or incomplete data uploads in the Koneksa platform. Accurate and complete data collection is crucial for study integrity, and this article supports coordinators, clinicians, and technical staff in ensuring reliable data synchronization from wearable devices to the platform.

Signs of Missing or Incomplete Data Uploads

You may notice the following indicators when data uploads are missing or incomplete:

• Data gaps or missing time periods in the platform dashboard.
• App sync status shows errors or incomplete synchronization.
• Alerts or notifications about data upload failures.

Basic Troubleshooting Steps

1. Check that the wearable device has sufficient battery charge and is powered on.
2. Ensure the device is properly connected to the Koneksa app via Bluetooth or other intended methods.
3. Verify that both the wearable device firmware and Koneksa app are updated to the latest versions.
4. Confirm that the internet connection is stable during data upload attempts.
5. Review the app’s sync status indicators and retry data upload manually if possible.
6. Consult the study protocol to verify expected data collection times and rule out delayed uploads due to schedule.

Documenting and Reporting Persistent Issues

If missing or incomplete data persists after completing the basic troubleshooting steps, please follow these actions before contacting Koneksa Clinic Site Support for further assistance:

1. Record the specific time periods during which data is missing or incomplete.
2. Note the types of data affected (e.g., heart rate, activity, sleep).
3. Capture screenshots or sync status messages from the app as evidence.

Contacting Koneksa Clinic Site Support

Provide the documented information from the previous section when contacting Koneksa support. Our team is committed to responding promptly and working collaboratively to resolve any data upload issues, ensuring study success with reliable and complete data collection.

You can reach Koneksa Clinic Site Support through the following channels:

• Email: [Insert support email address]
• Phone: [Insert support phone number]
• Support Portal: [Insert support portal URL without utm_source]

Additional Resources

For further information and instructional materials, please consult the Koneksa Clinic Site Support knowledge base and training modules available on the support portal. These resources include video tutorials, FAQs, and detailed user guides tailored for clinical site teams.