YDC Product Troubleshooting Guide : 226 - CLARITY REPORT

Problem

Issues with downloading / opening / emailing / viewing / printing the Clarity report.

Questions to be asked

N/A

Questions to be documented

226.1 What hardware and software are involved?
226.2 Were any error messages observed, if yes, describe?
226.3 Is there data that the patient thinks are incorrect?
         226.3.1 Was the receiver/phone time changed?
         226.3.2 Was data uploaded to the wrong account by a clinic?
226.4 Is the correct Clarity server being used?
226.5 Is the correct account signed in?
         226.5.1 Does the username and email address match the CGM app?
         226.5.2 Can you go back in time to see older data?
226.6 What aspect of Clarity do you need assistance with?

If email is selected, ask the following:
226.7 Is the email address correct?
226.8 Is the emailed report showing up correctly?
226.9 How long ago was the report sent?

If download is selected, ask the following:
226.10 Is the user having trouble finding the downloaded report?
226.11 Has the report downloaded, but the user still can't open it?
226.12 Does the data look different than what you see on the Web page?

If viewing is selected, ask the following:
226.13 Is this the patient portal or clinic portal?
226.14 If data appears unusual to the customer, what does it look like?
226.15 Did the page fully load?
226.16 Was the data successfully uploaded to Clarity?
226.17 Has the date and time been changed within the last 30 days of usage on the receiver, and is it correct?
226.18 Is the report missing data from the last several hours?
226.19 Is the patient missing calibrations and events from their reports?

If clinic portal is selected, ask the following:
226.20 Are you trying to enter a sharing code into the “View data shared from a smart device” box on the login screen?
226.21 Is the patient's personal information not displayed on the report?
226.22 Are the Settings what you expect?
226.23 Did the report fail from the clinic patient listing?
226.24 Did the report fail from the “interactive report?”

If printing is selected, ask the following:
226.25 Is the report printing incorrectly?
226.26 Has the customer attempted save the file as a PDF and print using their PDF software?

Actions

1. Record answer.
2. Record answer.
    1. Describe the error
    2. If error is from the browser like “connection error”, troubleshoot network and/or browser settings
    3. If error is “no data”, move to the data display issues (227, 228, or 229)
    4. If the error message has Clarity/Dexcom branding and says the report generation failed, then continue with this code.
3. Record answer.
4. Record answer.
     1. US => clarity.dexcom.com
     2. APAC => clarity.dexcom.jp
     3. EU/Other => clarity.dexcom.eu
5. Record answer.

If email
1. Record answer, if necessary.
2. Record answer, if necessary.
3. Record answer, if necessary. If more than a week, then it may have expired; re-send the data 

If download
1. Record answer, if necessary.
2. Record answer, if necessary.
3. Record answer. If necessary.

If viewing
1. Record answer, if necessary.
2. Record answer, if necessary.
3. Record answer, if necessary.
4. Record answer, if necessary.
5. Record answer, if necessary.
6. Record answer, if necessary.
7. Record answer, if necessary.

If clinic portal
1. Record answer, if necessary.
2. Record answer, if necessary.
3. Record answer, if necessary.
4. Record answer, if necessary. Try to view the data from the “interactive report” (and then download from there).
5. Record answer, if necessary. Go back to the clinic patient listing and try to generate a report.

If printing
1. Record answer, if necessary.
2. Record answer, if necessary.

Reminder: The cloud data will be uploaded after patient signs in, but could take up to 1 hr. There could also be data delay up to 4 hours.

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