YDC Product Troubleshooting Guide : 001CC - UNABLE TO LINK CAMAPS COMPANION

Problem

Smart device displays: N/A

Questions to be asked

• Is the user using a compatible phone running a compatible operating system
• Is the user using the most up to date version of the app.
• Please ask the user to submit logs.

1. Was the invitation sent to a valid email address?
2. Did the Companion receive the invitation?
3. Did the Companion create their personal CamAPS account using the same valid email address?
4. Is the Companion email address different to the email address of the person who invited them?
5. Is the user linked to a virtual pump , If so, Companion feature cannot be used.
6. Is the smart device connected to internet; open a known web page to test connection

Questions to be documented

N/A

Actions

• Confirm the Companion used a different email address to the user.
• Check your inbox to see if you have received the invitation (check your spam folder if necessary).
• Create a personal mylife CamAPS FX account with your e-mail address to be used for the Companion.
• Confirm smart phone is connected to internet (WiFi or mobile data enabled)
• Re-invite the Companion in the Share menu (Main Menu -> Share -> CamAPS Companion)
  1. Go to the CamAPS FX Main Menu and select Share
  2. Select the linked Companion name and tap ‘unlink‘
  3. Select one of the Companions from the list and tap on ‘none‘ to invite the Companion again using a valid email address and a nickname.
• If still not resolved ‘Force Stop’ the app by going to Settings->Apps->CamAPS FX->Force stop on your smartphone; find CamAPS FX app on your phone home screen and log back in.

Further options for bug fixes:

• General Connectivity Issues
• Huawei battery optimisation specific advice
• Android 10 specific advice
• Android 11 specific advice

Please can you ensure this Companion Issues request sent contain the following information:

• Screenshots of the issue ( on both devices)
• Serial numbers of the main pump and the virtual pumps created in the companion app. They look different eg V-TRFNCFALF-CF  
• Logs from all devices
• Time and date of issues occurring

Images

Reasons behind

• Connection to internet interrupted or poor
• No data will be displayed if the Companion uses the same email address as the user to sign in to their app. 
• Force stopping the App refreshes the internet connection token on CamDiab cloud.