YDC Product Troubleshooting Guide : How-to: reinstallation of mylife App

Problem

Uninstalling and re-installing the mylife App when having a Dexcom G6 connected to it.

Questions to be asked

1. What did the user try do before he/she called?

Questions to be documented

2. What did the user try do before he/she called?

3. What smartphone is used? Which mobile OS version is used?

4. Does the user have a running G6 session?

5. Does the user have a mylife Cloud account connected with the mylife App?

6. Is the user re-installing the mylife App on the same smartphone?

7. Is the user re-installing the mylife App on a different smartphone?

Actions

2. Document smartphone brand and model, including OS.

3. Document the answer.

4. Document the answer, incl. cloud account user name. Do not ask for nor document any password.

5. Preconditions / beginning state:

mylife App is installed on Smartphone.

mylife App is ideally but not necessarily connected to a cloud account.

mylife App can be connected to an YpsoPump and/or BGMs.

mylife App is connected to a dexcom transmitter & sensor.

A Dexcom receiver can also be connected to the transmitter.

5a. Uninstall mylife App:

I. Write down your Dexcom Alert settings.

II. REMOVE Transmitter from mylife App by navigating to device manager and pressing button “Remove Dexcom G6”.

i. DO NOT remove Dexcom Transmitter Smartphone BLE.

III. If you have a receiver connected to transmitter: DO NOT remove transmitter from Dexcom Receiver

IV. Open mylife App and press on the "sync" icon in last values screen. Log in to your mylife Cloud account if asked to do so, then press on the "sync" icon again.

V. If user does not use mylife Cloud:

i. Remember to write down bolus calculator settings.

VI. Close mylife App

VII. tap on "apps"

VIII. tap on "all Apps"

IX. search for mylife App and tap on it in the list

X. tap on "uninstall"

XI. If user does not use mylife Cloud:

i. Remove connected YpsoPump from Smartphone’s BLE Settings

ii. Remove connected Unios / Aveos from Smartphone’s BLE Settings

5b. Re-install mylife App using Play store / Apple App Store

I. Download and install mylife App from Google Play / Apple App Store

II. Start mylife App. Choose "connect to existing account" (IF customer has no cloud account, choose “use locally”).

i. If mylife App directly starts into last values screen instead of setup wizard, close mylife App, navigate to settings and delete mylife App's "data" and "cache".

III. Navigate to device manager and press “add Dexcom G6”

IV. Insert the SAME Sensor code and the SAME transmitter code as before. Press “yes” at the end of the dexcom pairing wizard.

V. In last values screen: After about 5 minutes, values and compass are visible. There is no warmup phase required (Note: This depends on how much time has passed since reinstall – if you uninstall the app,nd then 24 hours later reinstall the app, the  warmup phase will be required).

VI. Go to dexcom settings and insert your dexcom Alert settings

VII. Dexcom Share is still active, no need for changes there.

VIII. If user does not use mylife Cloud:

i. Pair YpsoPump and Unio / Aveo to mylife App

ii. Go to bolus calculator settings and insert your bolus calculator settings.

6. Preconditions / beginning state first smartphone:

Mylife App is installed on Smartphone.

Mylife App is ideally but not necessarily connected to a cloud account.

Mylife App can be connected to an YpsoPump and/or BGMs.

Mylife App is connected to a dexcom transmitter & sensor.

A dexcom receiver can also be connected to the transmitter.

Preconditions / beginning state second smartphone:

No mylife App installed yet on Smartphone

No mylife or dexcom devices paired to the Smartphone yet

The following guide was reproduced and tested on a Samsung Galaxy S10 & Google Pixel 4, both running Android 11, an iPhone 6s running iOS 13.3 and an iPhone SE (2019) running iOS 13.5

6a. Uninstall mylife App on first phone:

I. Write down your Dexcom Alert settings.

II. REMOVE Transmitter (by going through the device manager and tapping on “Remove Dexcom G6” button with the bin icon) from mylife App AND from Smartphone Bluetooth settings

III. REMOVE also the other devices (YpsoPump, Unio, Aveo…) from mylife App AND from Smartphone Bluetooth settings

IV. If you have a receiver connected to the transmitter: DO NOT remove transmitter from Dexcom Receiver

V. Open mylife App and press on the cloud-"sync" icon in last values screen. Log in to your mylife Cloud account if asked to do so, then press on the "sync" icon again.

VI. If user does not use mylife Cloud:

i. remember to write down bolus calculator settings.

VII. Close mylife App

VIII. tap on "apps"

IX. tap on "all Apps"

X. search for mylife App and tap on it in the list

XI. tap on "uninstall"

6b. reinstall mylife App using Play store / App Store on the second smartphone:

I. Download and install mylife App using Google Play / App Store

II. Start mylife App. Choose "connect to existing account" (IF customer has no cloud account, choose “use locally”).

i. IF mylife App directly starts into last values screen instead of setup wizard, close mylife App, navigate to settings and delete mylife App's "data" and "cache".

III. If customer is not able to uninstall mylife App on the first smartphone (because it is broken or lost, for example):

i. IF customer uses mylife Cloud account: navigate to mylife App’s device manager and manually remove all connected devices (YpsoPump, Unio, Dexcom G6…).

ii. IF customer does not use mylife Cloud: continue with next point.

IV. Navigate to device manager and add YpsoPump, Unio, Aveo…

V. Navigate to device manager and press “add Dexcom G6”

VI. Insert the SAME Sensor code and the SAME transmitter code as before. Press “yes” at the end of the dexcom pairing wizard.

VII. In last values screen: After about 5 minutes, customer will get a pairing prompt which has to be accepted for G6 to work.

VII. After about 2 more minutes, values and compass are visible in Last values screen.

i. IF customer does also use Dexcom receiver, there will be no warmup phase.

ii. IF customer does not use Dexcom receiver, there might be a 2 hour warmup phase now.

VIII. Go to dexcom settings and insert your dexcom Alert settings from above Step 1a

IX. Dexcom Share is still active, no need for changes there.

X. IF user does not use mylife Cloud:

i. Go to bolus calculator settings and insert your bolus calculator settings.

Images

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Reasons behind

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