YDC Product Troubleshooting Guide : 001FX - CamAPS STOPS WORKING

Problem

Smart device displays: “CamAPS stopping. Update info or close app” or “CamAPS crashed” or “Error 91”, “error FLW002” or “Error 62“ or “Error 87”

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. Is your phone model and OS compatible with CamAPS
   (If Dexcom Sensor used; http://www.dexcom.com/compatibility: select country of residence and Dexcom G6 App, if FreeStyle Libre 3 used; https://www.diabetescare.abbott/support/manuals.html)

2. Has the error message “CamAPS stopping. Update info or close app“ appeared on the smart device
3. If NOT, does the app close and the error message “CamAPS crashed“ or “Error 91” or “error FLW002“ appear
4. If NOT, does the app close and the error message “Error 62” appears
5. If NOT, does the app close and the error message “Error 87” appears
6. Have you updated your smart phone/OS recently (approved phones: http://www.dexcom.com/compatibility) (Dexcom) and https://www.diabetescare.abbott/support/manuals.html (FreeStyle Libre 3))
7. Where you running another app when CamAPS FX crashed

Questions to be documented

1. NOTE error message displayed on the phone screen
2. NOTE Pump SN, Phone model & OS (type of phone in use can been confirmed on https://allowed-pumps.camdiab.com/; is the phone approved for use with Dexcom G6 or FreeStyle Libre 3 (check: http://www.dexcom.com/compatibility  or https://www.diabetescare.abbott/support/manuals.html ) 

Actions

• Turn off the phone, wait for 1 minute and turn it back on
• Start the app if the error message still persists - Force stop the app
• Check your phone integrity via CamAPS Main Menu -> Help -> Phone integrity check
• If possible, re-link the pump and the transmitter
• Open CamAPS FX app; if the error message re-appears uninstall CamAPS FX from the smart device, restart smart phone, then re-install it from the app store; NOTE your average Total Daily Insulin Dose over past 7 days and your weight before uninstalling the app, other settings and the learning will be restored from the cloud.
• If “Error 87” is displayed, please check with the user If they are currently located in a country with a 15 minut change in time eg Nepal. If so, ask the user to disable auto time and adjust the time back by 15 mins and reboot the phone and re-link the pump.
• If “Error 91” or “error FLW002” is displayed, please check if you are running any software on the phone that could be considered as “tampering” and ensure your phone is not charged via a laptop or desk top PC.
• If “Error 62”, check if the CamAPS FX is excluded from the battery optimisation on your phone; if not provide the permission by going to your phone Settings -> Apps, select CamAPS FX App, go to Battery -> Manage Battery Usage -> Allow Background Activity

Further options for bug fixes:

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

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

• The app may have installed incorrectly from the app store
• Recent update to the smart phone OS may be the cause
• The smart device may have had other apps running which caused the CamAPS FX app to crash
• User might have logged in with another account on their smart phone
• The app may no longer work if the software version is more than 4 years old or has been discontinued
• Error 87 The system can only accomodate whole and half hour time changes.
• Error 91 means the phone has not passed the app’s strict cybersecurity standards. Certain software running on the phone can make it appear “tampered with” or being plugged in to another device such as a laptop or desk-top computer can make the phone appear “rooted”. Being “unlocked” (as is often the case with a second-hand phone), “tampered” or “rooted” will prevent the phone from passing the integrity checks and the app will log you out.
• Error FLW002 indicates corrupted memory on internal self-check by the app
• Error 62 means the CamAPS FX is not able to run in the background due to battery optimisation setting on the phone