YDC Product Troubleshooting Guide : 002SH - DISRUPTED DATA FLOW TO GLOOKO

Problem

Smart device displays: N/A

Scenarios: The user is having issues connecting to Glooko. CamAPS FX gives an error message: “Couldn’t connect to Glooko”.

OR: Backfill of data has taken more than 48 hours. 

OR: No data is flowing to Glooko. After attempting to disconnect and reconnect the user, data still does not come in.

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 linked your personal Glooko account with CamAPS FX (Main Menu -> Share -> Glooko)
2. Have you recently changed the password in your Glooko account?
3. Are you running the latest version of the CamAPS app?
4. Was data flowing to Glooko before; if so go to Profile in your Glooko account and check the correct insulin pump is selected
5. Is the smart device connected to the internet; open a known website to confirm connection
6. Have you recently re-linked the Glooko account on the CamAPS FX Share screen

Questions to be documented

• NOTE CamAPS FX version; app version can be confirmed on portal https://allowed-pumps.camdiab.com/ (pump SN to identify user)
• NOTE: Once these steps have been completed, we will assume that data will start flowing within 48hrs.
  DO NOT REFER ON TO GLOOKO CUSTOMER SERVICE

Actions

• If not using the latest CamAPS FX version, ask user to update the App on Google Play
• Make sure smart device is connected to internet then re-link the personal Glooko account with CamAPS FX (Main Menu -> Share -> Glooko) using the correct password:

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

b) Select your existing Glooko account and tap ‘unlink‘

c) Select User 1 or User 2 and re-enter your Glooko account details

d) Tap on ‘Link‘ to re-link your account

e) Wait for the data to appear; please note that it may take up to 48 hours for the data to appear

• Try to login to Glooko® web app to ensure correct credentials are being used
• 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, please note that it may take up to 48 hours for the data to appear online

Images

Reasons behind

• Glooko account login details changed – the new login details must be provided to the app
• Previous insulin pump may still be selected on your Glooko profile
• Since January 2023 there has been disruption to the data flow to Glooko. We are working with our colleagues at Glooko to improve this. 
• Force stopping the App refreshes the internet connection token on CamDiab cloud.