Complaint documentation
For this complaint code, please obtain the following:
- YpsoPump SN and Version
- Smartphone Brand and Model (Complete Description)
For example → Samsung Galaxy S21 FE 5G Support - Ticket Number and Approximate Time of Issue
For example → MLS-2-Deutschland-20550813-4550, Time: 13:25
Problem
- Smart device displays:
- Pop-Up "Importing the YpsoPump Data" In Last Values Screen repeatedly
- On the Last Values Screen YpsoPump connection state is "Connected"
- On the Last Values Screen The Fields for "Basal Rate" and "Last Bolus" are empty (---)
Questions to be asked
For Patient:
- Is the smart device connected to internet; open a known web page to test connection
- If no; Connect the smartphone to the internet
- If yes; Is Your Smartphone connected with Corporate WiFi or Hospital WiFi?
- If yes; Turn off WiFi and Connect via mobile data
- If no; try again later and / or contact 2nd Level Support
Actions
For Patient:
- see please above
For Clinics and Hospitals:
mylife App need to be able to connect to connect.ml.pr.sec01.proregia.io (URL)
- From this URL mylife App downloads the cyber security crypto key.
- Please this URL listed in the corporate Firewall Whitelist or ask customer to use mobile data instead of WiFi
| According to Complaint Process | |
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| Complaint to open for: |
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| Complaint Coding: | Not a complaint |
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