YDC Product Troubleshooting Guide : 002CC - CAMAPS COMPANION SHOWING SINGAL LOSS OR INCOMPLETE DATA

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.
• Please check that that the user and the companions are all using different email addresses.

1. Is the smart device connected to internet; open a known web page to test connection
2. If data are not coming through, is the ‘disconnection’ icon shown to the right of the user name at the top of the home screen?

Questions to be documented

N/A

• Note Companion pump Serial Number
• Note User pump Serial Number

Actions

• Confirm smart phone is connected to internet (WiFi or mobile data enabled)
• Confirm the connection status by checking the status of an icon to the right of the user name; tap on the icon to check the last time data was received.
• Confirm your Google Play Store is up-to-date (automated updates may be prevented by parental controls) by going to Google Play->Account icon-> Manage Apps & device->Updates available
• Ask the user to try to generate a PDF / or submit logs to check connection to the server. If this is not possible, Force stop the app (phone settings menu->Apps->CamAPS FX app-> Storage->force stop.
• Ask user to submit the logs from both phones (Companion phone and user phone)
• Restart the App and check if missing data appeared
• If inaccurate data shown on the Companion screen, ask user to submit screen shots of the landscape graph showing the same time frame

Further options for bug fixes:

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

Please can you ensure this Companion Issues request sent contain the following information:

• Screenshots of the issue ( on both devices)
• Serial numbers of the main pump and the virtual pumps created in the companion app. They look different eg V-TRFNCFALF-CF  
• Logs from all devices
• Time and date of issues occurring

Images

Reasons behind

• Connection to internet interrupted or poor
• When no data are received for longer than 12 minutes, a disconnect icon will be displayed next to the user name
• No data will be displayed if the Companion uses the same email address as the user to sign in to their app.
• If Error 91 was shown on the user’s phone, it means their phone has not passed the app’s strict cybersecurity standards and the user was logged out. In this scenario the Companion phone will show as being connected but no data is being transferred. 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.
• Parental controls may have prevented Google Play Store from updating.
• Force stopping the App refreshes the internet connection token on CamDiab cloud