YDC Product Troubleshooting Guide : 001PDF - PDF REPORT

Problem

Smart device displays:  “connect to the internet and try again”

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. Are they able to create a PDF report in the statistics menu of CamAPS FX app?
2. Is the smart device connected to internet; open a known web page to test connection (data for the PDF report is uploaded from the cloud)
3. Have they consented to data sharing (check box ticked in “account” section of the main menu)
4. Is the data on PDF report incomplete?
5. Is a PDF-viewer on the smart device installed?

Questions to be documented

• Has the user consented to data sharing? Is the box ticked in “account” section of the main menu?
• When was the consent given?

Actions

• Confirm smart phone connected to internet (WiFi or mobile data enabled)
• Confirm Data sharing is selected in “Account” in the main menu.
• Make sure a PDF-viewer is installed on the smart device
• If data on PDF report is incomplete, re-pair the pump, "Force stop" the CamAPS FX App and login again 

Further options for bug fixes:

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

Images

Reasons behind

• Connection to internet may be interrupted or poor
• User has not consented to data sharing.
• Force stopping the App refreshes the internet connection token on CamDiab cloud

NOTE: Once Data sharing has been selected, a PDF report cannot be generated until the following day.