YDC Product Troubleshooting Guide : 007FX - ALERTS/NOTIFICATIONS REPEAT TOO OFTEN

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. Has the user acknowledged the incoming alerts
2. Is the Repeat option in the Alert settings in the App set too short
3. Do Notifications repeat every 1min (when using FreeStyle Libre3) or every 5min (when using Dexcom G6)

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

• Acknowledge alert message on the smart device
• Set the ‘Repeat’ option in the individual alert settings to a longer period
• If necessary, reset the alerts (Menu -> Alerts -> ‘Reset alerts settings’) and set them again
• In the CamAPS App go to Settings -> Notification Settings ->My Diabetes Alerts->Notification Style->Silent

Images

Reasons behind

• Setting Notification Settings ->My Diabetes Alerts->Notification Style to ‘Sound’ opens the ‘Lock Screen’ communication channel where the cgm data is sent every 1min (FSL3) or every 5min (G6)