YDC Product Troubleshooting Guide : Bluetooth Connectivity / Paring problems with YpsoPump

Problem

Questions to be asked

• Is the user using a compatible phone with a compatible operating system?
• Is the user using the latest version of the app?
• Is the pump nearby; position it close to the phone
• Is Bluetooth switched on on the smartphone (swipe the screen from top to bottom, the Bluetooth icon is activated); make sure that the pump can be recognised on the phone (Settings -> Connections -> Bluetooth and check the "available devices")
• Is Bluetooth switched on on your YpsoPump (Pump menu->Settings -> Bluetooth activated)
• Are you connected to the internet; confirm this by opening a known website in a web browser
• Have you enabled pairing on the pump when prompted and have you entered the pairing key displayed on the pump screen

• Android only: Is the location setting enabled on your smartphone (check the security or privacy settings)?
• Android only: Has the Mylife app been granted authorisation to access the location - "Always allow" (Android 9: also check the location authorisation under Biometrics and security and switch it on)
• Android only: Are parental controls set on the smartphone; if YES, confirm that they do not prevent pairing

Questions to be documented

1. NOTE the serial number of the pump
2. NOTE the smartphone model and operating system
3. NOTE a precise description of when and where the error occurs and, if an error message occurs, the exact wording of the error message.
4. NOTE the exact time (date and time) when the error occurred.
5. note the support ticket number after the customer has created it

Actions

• On the smart phone, turn Bluetooth off and on
• On YpsoPump, turn Bluetooth off and on
• Restart the smart phone
• Move away from sources of possible interference (BT headphones, WiFi booster, microwave, induction hob)
• Initiate bolus calculator on the phone and see if pump connection is established
• If all above fails, re-link the pump; make sure to activate pairing on the pump and internet is available
  
• Clear BT cache and re-link the pump again
• If none of this works, try the following Workarounds:
  

Workaround 1:
Connect the pump to another Bluetooth-enabled device (this does not have to be a mobile phone, a tablet or similar  will also work). Then disconnect the pump from this device and reconnect it to the mobile phone.

Workaround 2:
Add the pump directly via the Bluetooth settings of the mobile phone instead of via the app.

Workaround 3:
If the problem persists, it may help to completely remove the pump from the app again and also from the Bluetooth settings of the mobile phone. Then restart the phone and reconnect the pump to the phone.

If possible, the pump should be tested with another device. If the problem still occurs, please note this in the complaint.

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, the time of the error message (time / date) and the pump SN.

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