YDC Product Troubleshooting Guide : 002P - LOST CONNECTION TO PUMP

Problem

Smart device displays: “Unable to connect to your pump...”

“Your pump cannot be accessed as key exchange failed. Please connect to the internet …”

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.

• Is your phone model and OS compatible with CamAPS:
  • If Dexcom G6 is used: http://www.dexcom.com/compatibility : select country of residence;
  • If FreeStyle Libre 3 is used: https://www.diabetescare.abbott/support/manuals.html.(check http://www.dexcom.com/compatibility select country of residence and Dexcom G6 App or https://www.diabetescare.abbott/support/manuals.html for FreeStyle Libre 3 compatibility
• Is your Google Play Store up-to-date (automated updates may be prevented by parental controls); go to Google Play->Account icon-> Manage Apps & device->Updates available
• Was the message “Your pump cannot be accessed as key exchange failed …” displayed? (if YES, please connect to the internet, wait 10 to 20min, then re-link the pump; 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)

• Was the message “Unable to connect to your pump...” displayed?
• Is your pump within the required range of 6 meters (20 feet)
• Is Bluetooth on the YpsoPump turned on (pump Menu->Settings -> Bluetooth ticked)
• Does the battery life indicator on the YpsoPump show more than one bar (replace the battery if level is low; make sure only alkaline batteries are used.)
• Is Bluetooth on the smart device turned on (swipe screen from top down, is Bluetooth icon enabled)
• Is the smart phone protected by a screen lock (PIN, face or finger print recognition,)
• Is Location on the smart device turned on (check device security or privacy settings)
• Has CamAPS app been given permission to access the location at installation with "Always allow" (Android 9: additionally check under “Biometrics and Security” the location permission and turn it on).
• Are you linking to the pump with more than one smartphone? If Yes, this is not intended use; the pump should only be linked to one device at a time.

Questions to be documented

1. Was the loss of connection longer than 1 hour; NOTE duration and number of disconnections in last 24h
2. NOTE pump Serial Number
3. NOTE the Smart phone model and OS (type of phone in use can been confirmed on https://allowed-pumps.camdiab.com/)

Actions

• On the smart phone, turn Bluetooth off and on
• On YpsoPump, turn Bluetooth off and on
• On the smart phone clear Bluetooth cache (Settings -> Apps -> Show System Apps -> Bluetooth -> Storage -> Clear cache) (only possible up to Android OS 12, for OS 13 -> directly restart smartphone)
• On the smart phone, turn off battery optimization (Settings -> Apps -> Show System Apps -> Bluetooth -> Battery -> Unrestricted)
• On the smart phone, clear mylife CamAPS FX app cache (Settings -> Apps -> CamAPS FX -> Storage -> Clear cache)
• Check if mylife CamaPS FX battery optimization is “Unrestricted” (Settings -> Apps -> CamAPS FX -> Battery
  -> Unrestricted)
• Check if connection to pump can be established
• If not, power cycle the smart phone
• Check if connection to pump can be established
• Move away from sources of possible interference (BT headphones, WiFi booster, microwave, induction hob)
• Initiate bolus calculator on the phone and see if pump connection is established
• If all above fails, re-pair the pump; make sure to activate pairing on the pump when asked and enter the pairing key displayed on the pump screen
• Check if connection to pump can be established
• Reset Bluetooth driver by going to Settings -> General Management -> Reset -> Reset Network Settings; NOTE: your WiFi setting will also revert to default; you will need to re-enter your login details and reconnect;
• If none of the above works uninstall and re-install 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; Note: After uninstallation, the CGM and insulin data will not be restored; you will be able to view the data on Diasend / Glooko account if linked.
• If none of this works, then set the pump into storage status (5 min.), then put it back into operation and connect it to the CamAPS FX app.
• If the above point does not work either, try connecting the pump to mylife App (on the same and then on a different smartphone); if this does not work, the Bluetooth communication of the pump is probably defective.

Further options for bug fixes:

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

Error Codes

If one of the actions was successful, the mylife Ypsopump can continue to be used

If none of the actions was successful, a mylife CamAPS FX Complaint (Ypsomed) must be opened

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

• YpsoPump security key has not been ‘refreshed’ and is no longer valid as user was not connected to the internet
• Parental controls may have prevented Google Play Store from updating
• Force stopping the App refreshes the internet connection token on CamDiab cloud
• Bluetooth communication issues (smart phone or pump Bluetooth not working or electro-magnetic interference)
• Integrity test failed (users can go to the “Help” menu and click the “Phone integrity check” button which immediately confirms if the device can still be used after the Google Play Store integrity update)
• The pump should only be linked to one CamAPS FX app; if more than one app attempts to control the pump, the user is likely to see incorrect data on the phone or in the PDF report, e.g. inaccurate timings in Auto Mode or gaps in insulin delivery/sensor data in the PDF report.