Complaint documentation
For this complaint code, please obtain the following:
- Pump SN
- Logfile
- Landscape Mode (Screenshot)
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.
- Are they able to create a SMS follower in the CamAPS FX App
- Is the smart device connected to internet; open a known web page to test connection
Questions to be documented
- N/A
Actions
- Confirm smart phone connected to internet (WiFi or mobile data enabled)
- Confirm mobile number of follower is correct
| TroubleShooting successful?: | Yes → Close as service ticket in C4C No → open Complaint |
|---|---|
| Complaint to open for: |
|
| Addition: | Complaint Management reports case to 2nd level support |
| Complaint Coding: | F118: CamAPS App A381: mal function SMS Follower |
Important
As soon as a troubleshooting was not successful, you have to open a complaint and you have to tell the patient to submit the logfile, a screenshot in Landscape Mode, the time of the error message (time / date) and the pump SN.
Images
Reasons behind
- Incorrect mobile number of the SMS follower
- Connection to internet interrupted or poor
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