YDC Product Troubleshooting Guide : 227 - CLARITY ACCESS AND ACCOUNT

Problem

Assistance logging into the account

Questions to be asked

N/A

Questions to be documented

227.1 Is this a home user or the clinic?
227.2 What software and hardware are involved?
227.3 Is the user’s internet working?
227.4 Does it appear that data or selection is missing?
227.5 What was the phone’s country setting when the app was installed?
227.6 Did the user forget their username/password or locked out of their account?
227.6.1 Did the staff user encounter a message that they entered the wrong credentials and are now locked out of the CLARITY Clinic portal?
227.7 Are you having trouble loading a specific page?
227.7.1 If yes, what page is having trouble loading?
227.7.2 If yes, Is there a specific error message?
227.8 Can the user share data between home and clinic?
227.8.1 What is the status under Data Sharing in the Clinic Portal?
227.8.2 Did the clinic send a Clinic Sharing Code that the patient accepted, but clinic cannot see any data?
227.8.3 Is the patient entering the Clinic Sharing Code, but it isn't working?
227.9 Is there data from a previous period of time?
227.9.1 Was there a request to delete data?

Actions

1. Record answer.
2. Record answer.
3. Record answer.
4. Record answer. Verify with the patient that they are logged in the correct account and server
a. US => clarity.dexcom.com
b. APAC => clarity.dexcom.jp
c. EU/Other => clarity.dexcom.eu
5. Record answer
a. If US phone country (not app store) on installation, then the app is pinned to the US servers
b. If APAC phone country (not app store) on installation, then the app is pinned to the APAC servers
c. If OUS phone country (not app store) on installation, then the app is pinned to the OUS servers
d. (Check with the patient what is the country setting on the phone at the time of installation – reinstalling with the correct country setting will help) – If the phone country did not match the patient’s server during installation of the app then correct the country, re-install the app, and sign in
6. Record answer. Provide instructions for receiving username/resetting password.
a. Record answer
7. Record answer
a. Record answer
b. Record answer
8. Record answer. Confirm the sharing code has been creating/accepted.
a. Record answer
b. Record answer
c. Record answer
9. Record answer.
a. If yes, data is gone

Images

Reasons behind