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

Support-Ticket generated within mylife App.

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Important:

The Support-Ticket must be generated as soon as possible after the event, as they can only contain data from the last 1-2 days at most.
If the event occurred more than 1-2 days ago, an attempt should be made to reproduce the error and then generate the Support-Ticket.
After uninstalling/reinstalling the app, no data is available in the Support-Ticket, so the Support-Ticket should always be generated 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 Support-Ticket-Logfile.
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 mylife app.

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

After inserting the pairing code, they received error message “XY” in mylife App.“

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

Incident / Error / Issue  occured at 15:20 / 22.02.2023

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.

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.

E-mail address used by the customer to register and log-in to their mylife Cloud account, also referred to as "Cloud-ID".

Specify the browser that is used.

address@example.com

Used browser: 

• Firefox
• Google Chrome
• Microsoft Edge

Specific version of mylife App used by the customer. Do not use formulations such as "latest" or similar.

Used Windows Version

Used Computer or Notebook brand and specific model number

• Windows 10
• Windows 11

• Lenovo Notebook V15
• HP ProBook 450G10

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

There are several YpsoPump model version in the market:

• Version 1.5 or 1.5.1 or 1.5.2 - this model is not capable to receive remote commands and is used with mylife App (all app versions) only.
• Version 1.5X - this pump model is capable to receive remote controlled bolus commands → mylife Dose

• 1.5 or 1.5.1 or1.5.2
• 1.5X

or the specific YpsoPump version number

• V5.00. 52
• V2.00.25

• Samsung Galaxy A52
• iPhone 12

• Android 12
• iOS 16.1

• Dexcom G6
• Libre 3