YDC Product Troubleshooting Guide : 229 - CLARITY UPLOAD

Problem

Assistance with uploading Receiver data to the user’s computer.

Questions to be asked

N/A

Questions to be documented

229.1 Is this a clinic or home uploader?
229.2 What hardware and software are involved? Verify that the customer is setting up based on user guide compatibility.
229.3 Are the device and network settings configured per Clarity User Guide?
229.4 Were you able to install the most recent version of the Clarity uploader?
         229.4.1 If yes:
               229.4.1.1 Is the uploader open?
               229.4.1.2 Were there any updates to the computer (proxy/firewall/etc.)?
               229.4.1.3 Was the receiver turned on prior to connecting to the computer per uploader instructions using the Dexcom charging cable? Ensure using the Dexcom charging cable for uploading.
               229.4.1.4 Has the uploader recognized the receiver in the past?
               229.4.1.5 Is the uploader stalling? If yes, at what point is it stalling?
         229.4.2 If no:
                229.4.2.1 Is the uploading software correctly installed on the computer?
                229.4.2.2 Does the file appear to be downloading?
                229.4.2.3 Did the customer install the software only to be prompted to install it again after a few uses?
                229.4.2.4 Does the user have administrator rights for the computer?
                229.4.2.5 Is there an error message shown? If yes, describe.
229.5 What was the error message?
229.6 Was there previously data but it can no longer be found?

Actions

1. Record Answer.
2. Record Answer.
3. Record Answer. If no, have user configure per Clarity user guide.
4. Record Answer.
     a. Record Answer
     b. Record Answer
5. Record answer
      a. If the error occurred while uploading the data, troubleshoot the upload process (correct cable, functional USB port, etc.)
      b. If the upload completes but then Clarity says the data was not processed, then try again or wait for the data to appear
      c. If the error occurred after successfully uploading AND the Clarity interface says “no data” then try again or wait for the data to appear
6. Record answer
      a. Try changing the date in the interface
      b. Is there still no data? Did the patient and/or their care team request their data be deleted? If so, it’s gone
       c. Is this a clinic? Did the patient stop sharing data? If so, re-invite the patient to share data (from within the clinic)

Off ramp: If not data can be viewed after successful upload, move to 226

Images

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