YDC Product Troubleshooting Guide : 001SH - UNABLE TO LINK GLOOKO

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. Have you registered on Glooko website (https://glooko.com/) (https://eu.join.glooko.com / https://eu.my.glooko.com/users/sign_in) and have a personal account
2. Have you recently changed the password for your Glooko account
3. Is the smart device connected to the internet; open a known web page to test connection
4. Have you recently re-linked the Glooko account on the CamAPS FX Share screen
5. Have you recently switched from Diasend to Glooko account?

QUESTIONS TO BE DOCUMENTED:

• User created a new Glooko account: Yes/No

Actions

• If not registered, create a personal account on Glooko website (https://glooko.com/) (https://eu.join.glooko.com / https://eu.my.glooko.com/users/sign_in)
• If already registered, log in to Glooko website and note the user name and password, NOTE capitalisation
• Go to ‘My profile’ to view the user name and confirm email capitalisation (check for capitals/numbers/symbols)
• Reset your password if necessary
• Connect smart device to WiFi then try linking Glooko account in the CamAPS FX App:

a) Go to the CamAPS FX Main Menu and select Share

b) Select User 1 or User 2 Glooko and enter correct Glooko account details

c) Press Link

d) Wait for the data to appear; it may take up to 48 hours for the data to appear

• 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.
• If you recently re-linked the Glooko account, it may take up to 48 hours for the data to appear
• If you recently switched from Diasend to Glooko, re-set your old Diasend account password and try again; make sure the Glooko passwords are different
• If none of the above works and you have waited 48 hours, please contact Glooko customer support

Images

Reasons behind

• CamAPS cannot link to Glooko without an internet connection
• Unregistered Glooko account
• The login details are Incorrect, e.g. capitalisation differs; unlike Glooko login, the CamAPS login is case sensitive
• Force stopping the App refreshes the internet connection token on CamDiab cloud