Withings Cellular Device Connection & Management

Initial Device Set up in the Pattern Health Study Manager

1. Select the appropriate patient in the Patient list (this is assuming the patient has previously been created. If they have not been created, do so now)
2. Navigate to the patient’s Devices tab
3. In the “Withings Cellular Devices” panel select “Add Device(s)”
   • Since this is the initial set up there should be no devices listed

4. Completely fill out the “Add Device(s)” popup modal with details relevant to the patient & their devices
   • Height, weight, and gender are all Withings required fields
     • Email is also a required field and is automatically taken from the user’s Pattern Health profile
   • Add up to three devices plus a Connection Hub to the Patient. While you can add devices at different times by going back through the “Add Device(s)” workflow, you will need to always enter height, weight, and gender so it is advised to enter all devices on the initial activation.
   • Select the Device name from the Devices dropdown and enter the device corresponding MAC address
     • The MAC address should be available on the device box in the following format: XX:XX:XX:XX:XX:XX where 'X' is any character from the following: a-f, A-F, 0-9
       • Note: some devices will clearly indicate the number is a MAC address by displaying “MAC” while others show “SN” or do not have a text identifier at all, but the format will be the same with the characters followed by a colon
       • Note: if you’re looking directly at the device there likely won’t be a MAC or SN label with colons, instead it will just be a list of numbers without formatting (XXXXXXXXXXXX where 'X' is any character from the following: a-f, A-F, 0-9)
     • Note: it is not required for a patient to have a Connection Hub associated and activated via this workflow, but it is recommended by Withings to do so
5. Select “Activate Devices” on the “Add Device(s)” popup modal. You should see a green flare / popup indicating the devices were successfully submitted to Withings. This will send an API call to Withings to activate the devices and associate them to the patient’s Pattern Health account.

MAC address covered but the entered MAC address should display in the column in the entered format. 

6. Confirm device activation via the “Verify Activation” button (refer to the “Device Management from the Pattern Health Study Manager” section for more information on confirming device activation). After device activation confirmation, at this point, patients are ready to set up their devices and start collecting data. Please follow the instructions given by Withings for device set up. 

Device Management from the Pattern Health Study Manager

After initial activation of devices with a Pattern Health patient, you can confirm the patient has a device associated with Withings by navigating to the patient’s Devices tab and selecting “Verify Activation” within the “Withings Cellular Devices” panel. Selecting this button will display either a green check mark if the device was found on the Withings user or red ‘x’ indicating the device was not found on the Withings user.

Withings does not indicate the MAC address associated with the device via their API calls, so for example, while we can confirm a user has a BP cuff associated with their Withings account, we cannot confirm that exact device is associated with Withings (this is a Withings limitation). If there are any questions about this please contact support@pattern.health. 

Withings Cellular Devices panel displaying devices that are associated with the patient.  

If you get a red ‘x’ on one of the devices, confirm the MAC address is correct and retry verification by selecting “Verify Activation”. If you’re still seeing the red ‘x’, retry activation by selecting “Add Devices” and entering the patient and device information. 

Withings Cellular Devices panel displaying devices that are not correctly activated for the patient. 

After re-attempting verification and activation, please see the Frequently Asked Questions below or contact support@pattern.health for additional troubleshooting steps. 

Frequently Asked Questions

Why do I not see a patient’s data in the Pattern Health Study Manager console?

There are a number of reasons data might not be displaying in the Study Manager console:

1. The patient does not have their Connection Hub and / or their devices configured correctly.
2. The patient hasn’t synced their device with their Connection Hub recently. Withings suggests doing this at least every 3 days. It should happen automatically when a device comes within 15 ft of the Connection Hub.
3. Pattern Health does not control the speed at which data travels from the Withings cloud to our platform. If data is not visible for a specific day, please wait 24 hours after the measurement was taken before contacting support@pattern.health.
4. The device(s) were not activated correctly. To ensure activation, navigate to the patient’s devices tab and follow the description in the above “Device Management from Pattern Health Study Manager” section.

If you’re still not seeing data after confirming the above scenarios, please contact support@pattern.health for additional assistance. 

What should I do if I get a red x on the Withings Cellular Device panel?

1. If you just activated the devices, wait 5 minutes and select the “Verify Activation” button. There might just be a delay in getting the confirmation back from Withings. 
2. The MAC address entered might be incorrect.

How do I handle transferring a device ownership to another user?

Simply enter the device MAC address into the new user’s Device tab. The reprovisioning from the original user to the new user will happen automatically. After reprovisioning, factory reset the device(s) (check the device manual on how to do this). It may also take 1 measurement before the data flows correctly to the new user (this is a Withings limitation).  

What should I do if a user connects their devices to the Withings HealthMate app?

Instruct the user to factory reset their device. If the devices are displaying a red ‘x’ after verifying activation in the Pattern Health Study Manager then re-associate the devices. After factory resetting and re-associating it might take 1 measurement before the data flows correctly to the user.