Help site

I get an error message about the connection to the sensor. What should I do?

Failure to connect to the sensor can have a number of causes. We have listed them below along with possible solutions. If the error persists, please contact us at motus@nfa.dk

Bluetooth is switched off

Solve the problem by turning on Bluetooth on your smartphone and making sure the “Flight mode” function is deactivated. In rare cases, the error may be due to your smartphone being damaged.

No internet

The problem may occur if you are in an area with no internet coverage.

Mobile data is switched off

Solve the problem by switching on your mobile network via the settings of your smartphone and make sure the “Flight mode” function is deactivated. The problem could also be that you have run out of data on your plan.

Phone cannot find sensor

The problem is caused by the sensor not being within range, and in rare cases that it is damaged or low on power. Solve the problem by keeping the sensor close to your smartphone and turning the sensor 5 times. Search for the sensor again.

No connection to server

The problem may be due to a failure to connect to the server. Wait and try again later.

I cannot finish my measurement. What do I do?

If you cannot finish the week, there are three possible reasons:

1. You are not connected yet. Wait a moment while keeping the app open or try to restart the app.
2. You still need to fill in sleep or working hours for one or more days (including the day you started).
3. You still need to transfer some data.

Please check that you have done this. If you are still experiencing problems, please contact us at motus@nfa.dk for assistance.

Is the movement sensor waterproof?

Yes, the sensor is waterproof. It can therefore easily withstand being worn in the bath, during other water activities, or if you sweat.

How is the movement sensor calibrated?

Once you have attached the sensor, we will ask you to perform a calibration. The sensor needs to be calibrated to ensure that the measurements show the correct results.

We use the calibration to correct the measurements in our analysis program, in cases where the sensor is slightly out of alignment. You must therefore stand completely still, in an upright neutral position for the 20 seconds of the calibration. Remember to perform a new calibration (find this in the app menu) if the sensor has become loose.

What do I do if I discover that I have applied the sensor incorrectly?

If the sensor is placed upside down or incorrectly in the patch itself, leave it in place. We can correct this in our analysis process. However, if you have placed the patch incorrectly (i.e. horizontally) or on the wrong place on your body, please contact us at motus@nfa.dk

The patch is loose or falls off. What do I do?

If your plaster starts to become loose, reinforce it by applying the extra plaster you have received where the plaster is loose. You can find the application guide in the app menu. Remember to perform a new calibration (find this in the app menu) if the sensor becomes loose. If the sensor has fallen off, please contact us at motus@nfa.dk

What do I do if I cannot remember my working or sleeping hours?

Fill in the hours to the best of your ability. You can always go back and edit the hours if you remember a missing or incorrect entry.

I have finished the measurement period. What do I do now?

Thank you for your participation. You can delete the app from your smartphone. Please return the sensor to us in the prepaid envelope provided. We can reuse the sensor in future surveys.

I did not find what I was looking for?

You can contact us directly by e-mail if you experience any issues and if you cannot find the solution in the description above.

The e-mail address is motus@nfa.dk. Please provide a brief description of the problem and we will get back to you as soon as possible.

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