YDC Product Troubleshooting Guide : 004FX - CamAPS ACCOUNT ISSUE

Problem

Smart device may display: “unable to unmarshall error response”

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 connected to the internet; confirm it by opening a known website in a web browser
2. Are you unable to log in to your CamAPS FX account using your Username and password
3. Were you able to log in to CamAPS previously using your CamAPS user name and password
4. Have you registered for CamAPS account and confirmed the email address (CamAPS Username)
5. Are the time and date on your smart device correct; if NOT enable ‘Automatic date and time‘
6. Have you tried resetting the password; if NOT reset it and try again

Questions to be documented

1. Note the CamAPS Username (email address)
2. NOTE the pump SN

Actions

• Confirm that the smart device is connected to internet; open a known website to test connection
• Confirm the CamAPS account is registered by confirming the email address at https://allowed-pumps.camdiab.com (pump SN to identify user);
• If account not registered ask user to register for CamAPS account
• If email address confirmed, request password reset
• Login again using the correct email address and password

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

• The CamAPS App cannot comfirm the users login without stable internet connection
• Incorrect login details are being used
• The CamAPS FX account could be unregistered