YDC Product Troubleshooting Guide : 003FX - UNABLE TO USE BOOST or EASE-OFF

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. Are the Boost and Ease-off tabs below the graph enabled and not greyed out
3. Is the smart phone protected by a screen lock (PIN, face, finger-print or other secure method)?
4. Make sure Block feature is turned Off in the App Settings (Main Menu -> Settings -> Block)

Questions to be documented

1. NOTE Pump SN, Phone model & OS; 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)
2. 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
• 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