YDC Product Troubleshooting Guide : 006FX - CANNOT HEAR ALERTS

Questions to be asked

• Is the user using a compatible smart phone
• 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 volume turned off
2. Is the media volume turned Off on the smart phone
3. Is “Do Not Disturb” turned On on the smart phone; if YES turn it Off
4. Are the Alerts turned off on the CamAPS app (CamAPS Main Menu -> Alerts -> On)
5. Are the individual Alerts turned off or set to ‘vibrate only’

Questions to be documented

1. NOTE the pump SN
2. NOTE CamAPS FX version; app version can be confirmed on portal https://allowed-pumps.camdiab.com/ (pump SN to identify user)
3. NOTE alert type (Urgent Low or other)

Actions

• Make sure phone volume is on and sufficiently high
• Make sure media volume is on
• Make sure Do Not Disturb is turned off on the phone
• Turn on Alerts in Alert settings: CamAPS Main Menu -> Alerts -> On
• Check individual Alerts settings to ensure your selected alert is turned on and ‘vibration only’ option is turned off; if desirable, change the ring tone and make sure you can hear it well
• If not resolved, reset the alerts (CamAPS Main Menu -> Alerts -> ‘Reset alerts settings’) and set them again
• If not resolved, uninstall and re-install the CamAPS FX 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  

Images

Reasons behind

• Alerts, including the ‘Urgent Low’, will not sound if ‘Do Not Disturb’ is turned on on the phone
• Alerts other than the ‘Urgent Low’ will not sound if the phone volume or media volume is turned off