For this complaint code, please obtain the following:
- Pump SN
- Logfile
- Landscape Mode (Screenshot)
Problem
Smart device displays: ‘pump not paired‘ or ‘Your pump is not linked. Your pump is not permitted for use as part of CamAPS’
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 and note the pump Serial Number.
- Are you using mylife CamAPS; Dana pump users should contact support@camdiab.com
- Is the pump nearby; position it close to the phone
- Is your pump model compatible with CamAPS FX (check pump firmware "V5.00.52" by running the self-test)?
- Is your phone model and OS compatible with CamAPS (check http://www.dexcom.com/compatibility : select country of residence and Dexcom G6 App or https://www.diabetescare.abbott/support/manuals.html for FreeStyle Libre 3 compatibility)
- Is Bluetooth on the smart phone turned on (swipe screen from top down, is Bluetooth icon enabled); make sure the pump is detected on the phone (Settings -> Connections -> Bluetooth and check the "available devices").
- Is Bluetooth on your YpsoPump turned on (pump Menu->Settings -> Bluetooth ticked)
- Is the Location setting on your smart phone turned on (check security or privacy settings)
- Has CamAPS app been given permission to access the location "Always allow" (Android 9: additionally check under “Biometrics and Security” the location permission and turn it on).
- Are parental controls set on the smart phone; if YES confirm these do not prevent pairing
- Are you connected to the internet; confirm it by opening a known website in a web browser
- Have you activated pairing on the pump when prompted and entered the pairing key shown on the pump screen
Questions to be documented
- NOTE pump Serial Number
- NOTE the Smart phone model and OS (type of phone in use can been confirmed on https://allowed-pumps.camdiab.com/)
Actions
- Check your phone integrity via Menu -> Help -> Phone integrity check
- On the smart phone and on the pump, turn Bluetooth off and on
- On the smart phone, clear Bluetooth cache (Settings -> Apps->Show System Apps->Bluetooth->Storage->Clear cache) (only possible up to Android OS 12, for OS 13 -> directly restart smartphone)
- Move away from sources of possible interference (BT headphones, WiFi booster, microwave, induction hob)
- Confirm on the phone pump is discoverable (Settings -> Connections -> Bluetooth and check ‘available devices‘
- Force the app to stop
- Turn the phone off and on again and try linking again
- Reset Bluetooth driver by going to Settings -> General Management -> Reset -> Reset Network Settings; NOTE: your WiFi setting will also revert to default; you will need to re-enter your login details and reconnect;
- Uninstall the app through Google Play Store, restart smartphone and reinstall the app. 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 pump still not discoverable on your device refer to YpsoPump troubleshooting guide
Further options for bug fixes:
- General Connectivity Issues
- Huawei battery optimisation specific advice
- Android 10 specific advice
- Android 11 specific advice
Error Codes
YPS001 | MSG_UNKNOWN_ERROR | Internal error YPS001. Restart your smart device |
YPS002 | MSG_DB_IDX_WRONG_1 | Internal error YPS002. Restart your smart device |
YPS003 | MSG_DB_IDX_WRONG_2 | Internal error YPS003. Restart your smart device |
YPS004 | MSG_DB_IDX_WRONG_3 | Internal error YPS004. Restart your smart device |
YPS005 | MSG_DB_IDX_WRONG_4 | Internal error YPS005. Restart your smart device |
YPS006 | MSG_DP_IDX_WRONG_1 | Internal error YPS006. Restart your smart device |
YPS007 | MSG_DP_IDX_WRONG_2 | Internal error YPS007. Restart your smart device |
YPS008 | MSG_CMD_TOO_BIG_RATE | Internal error YPS008. Restart your smart device |
YPS009 | MSG_CMD_TOO_BIG_USER_ RATE | Internal error YPS009. Restart your smart device |
YPS010 | MSG_DB_SAME_OBJECT | Internal error YPS010. Restart your smart device |
YPS011 | MSG_CIR_CF_BEAN | Internal error YPS011. Restart your smart device |
YPS012 | MSG_DEL_PRO_CF_BEAN | Internal error YPS012. Restart your smart device |
YPS013 | MSG_DRW_HASH_CHECK_FAIL | Internal error YPS013. Restart your smart device |
YPS014 | MSG_API_HASH_CHECK_FAIL | Internal error YPS014. Restart your smart device |
YPS015 | MSG_API_ATB_UNKNOWN | Internal error YPS015. Restart your smart device |
YPS016 | MSG_API_CONNECT | Internal error YPS016. Restart your smart device |
YPS017 | MSG_API_DISCONNECT | Internal error YPS017. Restart your smart device |
YPS018 | MSG_API_NEXT_PUMP | Internal error YPS018. Restart your smart device |
YPS019 | MSG_API_GET_TIME | Internal error YPS019. Restart your smart device |
YPS020 | MSG_API_SYNC_TIME | Internal error YPS020. Restart your smart device |
YPS021 | MSG_API_SET_CIR_CF_CONFIG | Internal error YPS021. Restart your smart device |
YPS022 | MSG_API_GET_CIR_CF_CONFIG | Internal error YPS022. Restart your smart device |
YPS023 | MSG_API_GET_GLC_CF_CONFIG | Internal error YPS023. Restart your smart device |
YPS024 | MSG_API_GET_EXT_BLS | Internal error YPS024. Restart your smart device |
YPS025 | MSG_API_STOP_TEMP_BASAL | Internal error YPS025. Restart your smart device |
YPS026 | MSG_API_STOP_EXT_BOLUS | Internal error YPS026. Restart your smart device |
YPS027 | MSG_API_GET_SUSPEND | Internal error YPS027. Restart your smart device |
YPS028 | MSG_API_GET_BOLUS_CONFIG | Internal error YPS028. Restart your smart device |
YPS029 | MSG_API_SET_PUMP_MODE | Internal error YPS029. Restart your smart device |
YPS030 | MSG_API_START_STEP_BOLUS | Internal error YPS030. Restart your smart device |
YPS031 | MSG_API_TEMP_ZERO | Internal error YPS031. Restart your smart device |
YPS032 | MSG_API_GET_MAX_DATA | Internal error YPS032. Restart your smart device |
YPS033 | MSG_API_GET_ACT_INS | Internal error YPS033. Restart your smart device |
YPS034 | MSG_API_SET_ACT_INS | Internal error YPS034. Restart your smart device |
YPS035 | MSG_API_GET_PROG_BASAL | Internal error YPS035. Restart your smart device |
YPS036 | MSG_API_EXT_BOLUS_30MIN | Internal error YPS036. Restart your smart device |
YPS037 | MSG_API_SET_CARB_RECORD | Internal error YPS037. Restart your smart device |
YPS038 | MSG_API_SET_TIME_MARKER | Internal error YPS038. Restart your smart device |
YPS039 | MSG_API_DAILY_TOT_HISTORY | Internal error YPS039. Restart your smart device |
YPS040 | MSG_API_BOLUS_HISTORY | Internal error YPS040. Restart your smart device |
YPS041 | MSG_API_CARB_HISTORY | Internal error YPS041. Restart your smart device |
YPS042 | MSG_API_GET_MAX_DATA | Internal error YPS042. Restart your smart device |
YPS043 | MSG_API_PROF_PGS_DLOAD | Internal error YPS043. Restart your smart device |
YPS044 | MSG_API_DELIV_PROF_PGS | Internal error YPS044. Restart your smart device |
YPS045 | MSG_API_ALARM_DLOAD | Internal error YPS045. Restart your smart device |
YPS046 | MSG_API_REFIL_DLOAD | Internal error YPS046. Restart your smart device |
YPS047 | MSG_API_PRIME_DLOAD | Internal error YPS047. Restart your smart device |
YPS048 | MSG_API_CARB_HIST_DLOAD | Internal error YPS048. Restart your smart device |
YPS049 | MSG_API_TDD_HIST_DLOAD | Internal error YPS049. Restart your smart device |
YPS050 | MSG_API_BLS_HIST_DLOAD | Internal error YPS050. Restart your smart device |
YPS051 | MSG_CYCLE_BLUETOOTH | Internal error YPS051. Restart your smart device |
YPS052 | MSG_PUMP_NOT_PAIRED | “Unable to connect to your pump. If your pump … |
YPS053 | MSG_CRC_CALC | “Your pump is not paired. Turn off and on BT … |
YPS054 | MSG_CRC_CHECK | Internal error YPS054. Restart your smart device |
YPS055 | MSG_FACT_TO_PUMP_NOT_DEF | Internal error YPS055. Restart your smart device |
YPS056 | MSG_DB_CREATION_FAIL | Internal error YPS056. Restart your smart device |
YPS057 | MSG_DB_DELETE_FAIL | Internal error YPS057. Restart your smart device |
YPS058 | MSG_DB_INTEGRITY_FAIL | Internal error YPS058. Restart your smart device |
YPS059 | MSG_DB_CONTEXT_NULL | Internal error YPS059. Restart your smart device |
YPS060 | MSG_DB_OPEN_EXCEPTION | Internal error YPS060. Restart your smart device |
YPS061 | MSG_DB_DEL_EXCEPTION2 | Internal error YPS061. Restart your smart device |
YPS062 | MSG_DB_DEL_EXCEPTION | Internal error YPS062. Restart your smart device |
YPS063 | MSG_DB_INS_FAILED | Internal error YPS063. Restart your smart device |
YPS064 | MSG_DB_INS_EXCEPTION | Internal error YPS064. Restart your smart device |
YPS065 | MSG_DB_EXT_EXC | Internal error YPS065. Restart your smart device |
YPS066 | MSG_DB_GET_EXCEPTION2 | Internal error YPS066. Restart your smart device |
YPS067 | MSG_INCON_PARAM_DEL_PRO | Internal error YPS067. Restart your smart device |
YPS068 | MSG_API_DB_VAL | Internal error YPS068. Restart your smart device |
YPS069 | MSG_DB_GET_NULL | Internal error YPS069. Restart your smart device |
If one of the actions was successful, the mylife YpsoPump can continue to be used
If none of the actions was successful, a mylife CamAPS FX Complaint (Ypsomed) must be opened
| 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, if case cannot be solved reports 2nd level support to CamDiab |
| Complaint Coding: | F106: Setup/Settings A531: Pump: pairing not possible |
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
- Bluetooth communication issues (smart phone or pump Bluetooth not working or electro-magnetic interference)
- Internet connection issues (smart phone lost connection to internet and is unable to confirm that pump is registered for use
- Phone security settings or parental controls prevent paring
- Integrity test failed (users can go to the “Help” menu and click the “Phone integrity check” button which immediately confirms if the device can still be used after the Google Play Store integrity update)
Related issues
Issues with same labels
There is no content with the specified labels
