YDC Product Troubleshooting Guide : 001SL - UNABLE TO START FREESTYLE LIBRE 3 SENSOR

Problem

Smart device displays:

“Unable to start sensor. Please try again“, “Sensor start processing error”
“Incompatible sensor. This sensor cannot be used with this version of the app“
“Sensor already in use. The sensor you just scanned was started by another device and cannot be used“
“Unable to proceed to link with Freestyle Libre 3 sensor. Please connect to the internet and restart the CamAPS app. You can also try later but you should maintain connectivity to the internet.”
Error LBR004

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.
• Is the user using a Huawei phone
• Please ask the user to submit logs.
  
  

1. Was the message “Incompatible sensor…” displayed? (if YES, your sensor is not configured for use in your location or for use with CamAPS FX app (it has to be FreeStyle Libre 3); replace with a compatible sensor) https://www.diabetescare.abbott/support/manuals.html)
2. Was the message “Sensor already in use…” displayed? ((If you have reinstalled the app and logged in with the same account, confirm the message and wait a few minutes. Your sensor cannot be used, if your sensor was started with either another app (e.g. FreeStyle Libre 3 app) or from another CamAPS FX account; replace the sensor)
3. Was the message “Unable to start sensor. Please try again” or “Sensor start processing error”?
   a. Are you using a recommended smart device and OS (https://www.diabetescare.abbott/support/manuals.html?
   b. Are you using the most recent version of the CamAPS FX app (if NOT, update the app)
   c. Is the NFC on your smart device turned on? Go to Settings>connections>NFC and payment> turn on (if already on, turn it off and back on again)
   d. Check the location of NFC on your phone and rescan the sensor: follow ACTIONS below
   
   
4. Was the message “Unable to proceed to link with Freestyle Libre 3 sensor”
   a. Are you using a recommended smart device and OS (https://www.diabetescare.abbott/support/manuals.html?
   b. Are you using the most recent version of the CamAPS FX app (if NOT, update the app)
   c. Check you are connected to the internet – unlink and relink to the wifi, by re-entering the wifi pairing key.
   d. 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.
   e. If the message is reoccurring despite the above, it is likely that the phone has not passed the cybersecurity integrity checks.
   
   
5. Was the message “Error LBR004”

a. Are you using a Huawei phone?

Questions to be documented

1. NOTE pump SN, Phone model & OS;
2. CamAPS FX version

Actions

• Turn NFC on (Settings>Connections>NFC and payment); if NFC is already on turn it off and back on
• Clear NFC cache (Settings > Apps, from top right menu select Show System Apps and find NFC, go to NFC>Storage> Clear cache)
• Go to App Main Menu >Start new sensor and follow instructions
• Scan the new sensor with the back of the smart device. NOTE: each smart device is different with regards to the location of the NFC area. You may have to touch the sensor with your smart device or move your device round over the senor very slowly until you learn the correct position; your phone will vibrate twice after successfully scanning the sensor. You may need to remove the phone case.
• Restart the smartphone or power cycle the smartphone.
• 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 the problem is not solved by the above steps replace the sensor. Refer to Abbott Diabetes Care for further information.

For Huawei phones follow the battery optimisation advice:

• Phone settings > Apps > Settings > Special access > Ignore battery optimisation
• Select allow
• Check that the app is allowed to work in the background
• Select allow for LOCATION

In Addition

• Phone settings > Battery > App Launch
• Select allow
• Check that the app is allowed to work in the background
• Select allow for LOCATION

Further options for bug fixes:

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

 Error Codes

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

• Sensors other than FreeStyle Libre 3 are not compatible with CamAPS FX App
• FreeStyle Libre 3 sensors can only be used in a region specified in the ‘shipping code’
• FreeStyle Libre 3 sensor cannot be started again by CamAPS FX after it has been started by another app (e.g. FreeStyle Libre 3 app) or by the CamAPS FX app with a different login
• NFC communication is required to start the FreeStyle Libre 3 sensor
• CamAPS FX App conforms to high cybersecurity standards. Certain software running on the phone can make it appear “tampered with”. When the phone is plugged in to another device such as a laptop or desktop computer, it may be detected as “rooted”. Being “unlocked” (as is often the case with a second-hand phone), “tampered with” or “rooted” will prevent the phone from passing the online integrity checks.
• Force stopping the App refreshes the internet connection token on CamDiab cloud
• Huawei phones have a “power Genie” app that prevents the CamAPS FX app from staying open in the background. 

FreeStyle Libre 3 Error List

Please refer the customer to Abbott Diabetes Care for the error codes listed below.