It is possible that whenever you tried to sync your recording sessions and you get the error message "Failed Syncing". If you click on the exclamation point, you should see this message popping up: "Records may not overlap with an existing Record for the same user and same source."
This means that you have 2 records that overlap in time. The overlap happened because you have at least 2 devices (or more) that were used to make records at the same time and that the devices that were used were assigned to the same account.
The rule of thumb is that for a recording session, each and all of the Hexoskin users have to have their own Hexoskin account and a Hexoskin Device assigned to their personal account.
This is very important as the demographic information provided upon account creation is being essential for the calculation of different metrics on the Hexoskin servers. Synchronizing data from multiple users in the same account can lead to inaccurate metrics.
To solve this issue, please contact our Support Team at firstname.lastname@example.org by providing your logs so we will be able to better help you. To retrieve and send us your logs, please refer to "Sending logs to Hexoskin Support" in the Troubleshooting Section.
It's important to follow some important steps to prevent future overlaps:
- Make sure that each Hexoskin user have their own account
- If devices are shared among different users, make sure that for a new recording session to assign the Hexoskin Device to the right user as the data will always be recorded under the last profile that was logged on.
- If you are using Hexoskin in the research or project setting, learn how to create the accounts for your participants by following the procedure found in "Managing multiple users" in the Articles Section.
Keywords: log, patient, participant, overlap of records, personal account, fail