Reference checklist for missing or infrequent data uploads to the EARS dashboard


  • Keep EARS Running: It is recommended to open EARS at least once a day (out of the background and into the foreground) to maintain complete sensor collection and regular data uploads. Failing to open EARS once a day can cause less frequent data uploads requiring EARS to utilize more on-device storage. Once EARS has been installed and set up according to your study we recommend keeping the EARS App running in the background for the duration of your study participation. After opening EARS simply go back to your mobile device’s home-screen to place the app in the background. You can check if EARS is still in the background by checking the App Switcher view. If you want EARS to function properly, make sure not to swipe EARS away in the App Switcher view as it will force quit the app.

  • Phone Memory: we recommend keeping 5-10GB of data available on participants' devices at all times to ensure large data files can be successfully stored and uploaded.

  • Battery and Charging: in order for large files to upload, the device must be connected to a power source for a long period of time and without being used. That being said, if the device is left on the charger all day, it will not collect accelerometer data. We recommend keeping the device in one’s pocket throughout the day or while awake, and charging at night or while sleeping. Please ensure EARS is running in the background and has a reliable internet connection while charging and uploading data.

  • Supported Devices: check to see if the participant is using a supported device for EARS. Even if the participant is able to successfully download the app, some mobile devices may not meet hardware or operating system requirements necessary for the EARS app to function properly. Reasons for this may vary from limitations in background memory management to lack of sensors. Please note that all iPads and tablets are unsupported devices.


EARS requires an operating system of at least iOS 13.0 or greater.

Supported iPhone Models:

  • iPhone 12

  • iPhone 12 Mini

  • iPhone 12 Pro

  • iPhone 12 Pro Max

  • iPhone 11

  • iPhone 11 Pro

  • iPhone 11 Pro Max

  • iPhone SE (2nd generation)

  • iPhone XS

  • iPhone XS Max

  • iPhone XR

  • iPhone X

  • iPhone 8

  • iPhone 8 Plus

  • iPhone 7 Plus​


EARS requires an operating system of at least Android 6+ or greater.

Some device models from manufacturers like Huawei and Xiaomi may not support background data collection and processing, and thus will not upload very much data.

  • (iOS only) Error with recent update:



This icon indicates an app that hasn't completely downloaded. If a participant's EARS app looks like this after an update, ask them not to delete the app. Instead, ask them to restart their device, then go to the App Store and redownload the app, and follow these steps to set up Automatic Downloads for future updates:

Go to Settings > iTunes & App Stores > Automatic Downloads > Apps & Updates.

  • System Setting Time Format: Make sure the participant is using the correct time format based on their current location, for example US-format (12hrs and am/pm) instead of Swiss (24hrs).



If the above techniques don't work, your participant may be experiencing a hardware issue that may contribute to crashes. Here's how to check hardware errors on iOS without dismantling.

  1. Go to Settings > Privacy

  2. Scroll down to the bottom and tap on ‘Analytics & Improvements.’

  3. Tap on ‘Analytics Data.’

  4. On this screen, you will see a lot of files with the extension .ips. Hardware issue entries are labeled "panic.plist"

  5. If your participant is experiencing a hardware issue as exhibited by the "panic.plist" label, we are unfortunately unable to provide a software-based solution.

This is a common terminology used by Apple and it’s derived from the word Kernel Panic which means an action taken by an operating system upon detecting an internal fatal error from which it cannot safely recover.

The most common iPhone hardware issues are:

  1. Baseband

  2. RAM (memory chip)

  3. Microprocessor

  4. Proximity Sensor

  5. Charging ports

  6. LCD

  7. Touchscreen

  8. Battery



If the above techniques don't work, your participant may be experiencing a persistent software issue which prevents data from uploading to the dashboard. Follow these steps to resolve idiosyncratic crashes.


  • Try swiping the app out of the background and re-launching

  • If the participant is experiencing crashes when they open EARS after completing setup, it could be related to an issue with a specific sensor permission, especially streams that require lots of computation such as Selfie detection and Accelerometer collection. Ask the participant to try disabling all permissions in the settings except GPS, see if that improved anything, and bring back permissions one at a time to see which one was the problem.

  • A crash could also be occurring if the app is trying to upload a large file. Ask the participant to put their phone in airplane mode and swipe out of the background, then exit airplane mode and re-launch the app.

  • Ask the participant to delete the app and reinstall it.

  • If these troubleshooting techniques do not work, please ask the participant to create a crash log report using the following instructions. Make sure that a member of your study team is sending us the crash log, and not the participant themselves, in order to maintain participant privacy.


  • Ask the participant to swipe the app out of the background and re-launch it.

  • Ask the participant to delete the app and reinstall it.

  • If these troubleshooting techniques do not work, a crash log will automatically get sent to AWS, and from there, to our Android developer. The developer will follow-up with you shortly after receiving the crash log.

iOS: Setting-up Automatic Crash Reporting

If the above checklist is unsuccessful, and the participant is operating on an iOS device, please submit a crash log to the Ksana Health Team for further troubleshooting. Android devices will automatically send a crash log to our developer, and we will follow-up with you shortly regarding any submissions. Enabling automatic analytics will share any crash on any app with the developer of that app, including EARS.


  1. Navigate to your device Settings > Privacy > Analytics & Improvements

  2. Tap “Share with App Developers” to enable feature


iOS: Manually Sending Crash Logs to Ksana Health

  1. Navigate to your device Settings > Privacy > Analytics & Improvements > Analytics Data

  2. Scroll through this list to find EARS events. The list is alphabetical. 

  3. Tap one of these events. 

  4. Tap the share icon at the top right.

  5. Email it to support@ksanahealth.com with "Attn: [Crash Report]" in the subject line.


Go into "Analytics Data" to manually send a specific EARS crash report

Toggle "Share with App Developers" to "on" to send automatic crash reports