YDC Product Troubleshooting Guide : 002FX - UNABLE TO USE BOLUS CALCULATOR

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 you able to open the CamAPS FX app
2. Is the Bolus Claculator icon at the top menu enabled and NOT greyed out
3. Is the smart phone protected by PIN or other secure method
4. Is the Block feature turned Off in the App Settings (Main Menu -> Settings->Block)

Questions to be documented

1. NOTE error message displayed on the phone screen
2. NOTE Pump SN, Phone model & OS (type of phone in use can been confirmed on https://allowed-pumps.camdiab.com/); is the phone approved for use with Dexcom G6 or FreeStyle Libre 3 (check: http://www.dexcom.com/compatibility or https://www.diabetescare.abbott/support/manuals.html )
3. NOTE CamAPS FX version; app version can be confirmed at https://allowed-pumps.camdiab.com/ (pump SN to identify user)

Actions

• If CamAPS FX app version is not up to date, update to the latest version
• Power cycle the smart phone
• Re-link the insulin pump
• Uninstall and re-install the CamAPS FX app; NOTE your avarage Total Daily Insulin Dose over past 7 days and your weight before uninstalling the app, other settings and the learing will be restored from the cloud

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

• For security reasons, certain functionality of the App is disabled when phone access is not secure
• When the Block feature in the App Settings is On the Auto-mode toggle is disabled
• The app may have installed incorrectly from the app store
• The app may no longer work if the software version is more than 4 years old