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Technical support

For any problem you encounter, please start by testing the various options listed below. Follow the solutions with the help of the symbol glossary.
Technical FAQ
Tablet or mobile app issues
The tablet will not turn on

Plug the tablet into the mains for several hours and turn it back on by pressing and holding the power button for 3 seconds. 

The following message appears: "Please allow the use of Bluetooth"

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Bluetooth:
Tap "OK" to automatically activate Bluetooth, then tap "Enable". 

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You can verify that the Bluetooth icon is activated by swiping down from the top of the tablet screen. 

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The error message appears: "No internet connection."

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Turn off your tablet by pressing and holding the power button for 3 seconds.

A window will open: Tap "Turn off".

Wait until the tablet is completely turned off.
Turn the tablet back on: press and hold the power button for 3 seconds.

Repeat the measurement procedure.
If the message is still displayed, please contact the Newcard support team. 

The following message appears: "Turn on your location in settings"

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Tap "Turn on location".
And enable the use of Location services in the settings. You can verify that the Location icon is activated by swiping down from the top of the tablet screen. 

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The following message appears: "Error loading data. Please try again"

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Tap "Reload".

If it still does not work, restart the tablet: turn off your tablet by pressing and holding the power button for 3 seconds.

A window will open: Tap "Turn off".

Wait until the tablet is completely turned off.

Turn the tablet back on: press and hold the power button for 3 seconds.

If the problem persists, please contact the Newcard support team. 

The tablet goes into "Reboot" or "Safe" mode.

Press and hold the power button for 8 seconds until the tablet restarts. 

Issue with the scale
The scale displays the word "LO"

Turn the scale over and change the batteries (AAA batteries).

Repeat the measurement procedure as usual. 

When measuring weight, an error message appears: "The application has stopped working."

Changing the scale batteries:

Turn the scale over and change the batteries (AAA batteries).

Repeat the measurement procedure as usual.

Blood pressure monitor issue
Blood pressure monitor will not turn on.

Turn the blood pressure monitor over and replace the batteries (AAA batteries).

Take the measurement again, as usual. 

The blood pressure monitor displays 'Er 0'.

Take your blood pressure reading again while remaining still. 

The blood pressure monitor displays 'Er 4'.

Cuff position:
Reposition the cuff, ensuring it is fastened more tightly.

Cuff-to-monitor connection:
Check that the cuff tube is firmly pushed into the blood pressure monitor.

If the problem persists, contact Newcard to request a replacement cuff.

When taking a blood pressure measurement, an error message appears: 'The application has stopped working'.

Replacing the blood pressure monitor batteries:
Turn the blood pressure monitor over and replace the batteries (AAA batteries). Take the measurement again, as usual. 

 If the problem persists, please contact Newcard.

For any other technical questions not mentioned above, please contact us.