YDC Product Troubleshooting Guide : INFO - Necessary Information for CamAPS FX App Complaints

Serial number of the affected YpsoPump

If the Companion Remote Monitoring is involved in the complaint, the Companion "serial number" must be provided

Submit logs

See Menu > Contact > Submit logs

If a Companion Remote Monitoring is involved, the Companion logs must be submitted as well.

Important:

The logs must be submitted as soon as possible after the event, as they can only contain data from the last 7 days at most.
If the event occurred more than 7 days ago, an attempt should be made to reproduce the error and then submit the logs.
After uninstalling/reinstalling the app, no data is available in the logs, so the logs should always be submitted before uninstalling the app. 

C4C Field: "Error and Event Description"
TWD Field: "Customer Description"

Structured description of the issue / error experienced by the customer.

Specfiy the exact actions of the user, the behavior of the app and any error messages. 

If connected devices (e.g. YpsoPump, Dexcom G6, FreeStile Libre 3, etc.) are involved, please clearly state which devices are affected or between which devices there is a problem.

Error descriptions must be detailed and clear in order to facilitate a proper technical understanding and analysis of the issue.

When specifying the frequency of events, please provide concrete information, e.g. 2-3 times per day, hourly, or similar, and not formulations such as frequently or often without a time period.

Important: 

Note the time and date when the error occurred; this information is needed for the analysis of the Logfiles.
Please state the exact date / time and not formulations such as today, yesterday, in the evening or similar.

„Customer navigated to device manager on the CamAPS FX App 

In the device manager, they selected "Add/Pair YpsoPump”.

After inserting the pairing code, they received error message “XY” in CamAPS FX App“

"The error xyz occurs 2-3 times per day."

Incident / Error / Issue occured at 15:20 / 29.02.2024

Structured description of the troubleshooting steps undertaken by the customer and 1st Level Support prior to submitting a Complaint.
You can also refer to a specific troubleshooting guide page.

At least one Landscape Mode screenshot with the relevant details.

Please create the screenshot so that the date in the timeline is visible.

Screenshot(s) of the error; please give these screenshots sensible file-names and add annotations referencing these screenshots in the error description.

A video is a suitable means of documenting faulty processes, behavior, settings, etc.

Specifc version of CamAPS FX App used by the customer. Do not use formulations such as "latest" or similar.

See Menu > About

Specific model version of the affected Ypsopump. Do not use formulations such as "latest" or similar.

• Dexcom G6
• FSL3

Specific smartphone name / model.

Specific operating system version of the smartphone.

Provide the used e-mail address of the Glooko account.