YDC Product Troubleshooting Guide : 005FX - UNABLE TO START AUTO MODE

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. Is the smart phone protected by PIN or other secure method; if NOT protect your phone and try again
2. Is the Block feature turned Off in the App Settings (confirm in Menu->Settings->Block);
3. Was there the message “unable to communication with the insulin pump“ shown on the screen when initiating the bolus calculator on the phone?; if YES go to Error Code 002P “lost communication with insulin pump“

Questions to be documented

1. NOTE the pump SN Smart phone model and OS (type of phone in use can been confirmed on https://allowed-pumps.camdiab.com/
2. NOTE CamAPS FX version; app version can be confirmed on portal https://allowed-pumps.camdiab.com/ (pump SN to identify user)

Actions

• Update CamAPS FX app to the latest version on Google Play
• Power cycle the smart phone
• Uninstall the app through Google Play Store, restart smartphone and reinstall the app; NOTE your avrage 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  

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