YDC Product Troubleshooting Guide : mylife Digital - Known Issues

mylife Cloud

With the new version of mylife Cloud, users can no longer switch directly from clinic mode to self-management mode within the cloud.

There is no workaround - Please note that the "Dashboard Settings" menu currently displays only a blank white page. This may give the impression that content should appear, but the "Don't forget to save your data" notification bar is still visible. This setup will remain for now, but it will be updated in an upcoming release.

mylife App

• When the connection to the pump is lost, the Bolus Calculator displays a message indicating no connection to the pump and asks what action to take (which is correct). However, if you click "Connect YpsoPump," If you click "Connect Ypso Pump" after losing the connection, the app enters an endless loop. The message reappears one second after clicking "Connect the YpsoPump".
  
  

• When the connection to the pump is lost, navigating to the Bolus Delivery screen does not display an error message. The issue may go unnoticed, even though the "Deliver" button is disabled (greyed out).
  
  
  
  
  

• If the connection to the pump is lost while on the Bolus Delivery screen, a message appears asking what action to take. However, the only option is to click "OK."
  
  
  
  

mylife App

 The carb value only accepts whole numbers, despite the displayed keyboard showing a decimal point. In rare cases, this has led to miscalculations due to incorrect carb entries such as 45g instead of 4.5g.

Mylife App, Mylife Cloud

mylife Cloud

Users receive the message "No connection to mylife Cloud" or/and "Too many requests" during synchronisation on the mylife app.

No connection to mylife Cloud:

Mylife App

If users change or reset the password via the cloud and not via the app, they receive the error message "An error occurred while synchronisation".

1st Level Troubleshooting:

Log out of the app and then log back in.

If this does not solve the problem, please let the customer create a support ticket and file a complaint as per the standard process.

After registering a new cloud account, some users do not receive the activation e-mail.

Some existing users do not receive the password reset e-mail.

Ypsomed has already contacted several providers and was able to remove mylife-software.net from their blocking lists. However, there are still some providers who have blacklisted the domain. 

For these cases:

• Ask the customer to contact their e-mail provider to report the issue.
• File a complaint per the standard process; Solution Support will activate the account or ensure that the password can be reset.

• sfr.fr
• laposte.net

Situation

When opening mylife App (after the 2.4.0 update), the App remains stuck on the splash screen.

Internet connectivity issues when loading the new privacy policy.

1. Close mylife App
   1. On Android, perform a "Force stop"
   2. On iOS, swipe the App out of the recent apps
2. Turn on flight mode
3. Open mylife App
4. Wait for mylife App to load
5. Once mylife App is open, flight mode can be turned off

Situation

Affected User: mylife App MDI users connected with Glooko (Pump users are not affected)

Error description: 

When the user calculates a bolus and confirms with "Yes. Save bolus, glucose, and/or carbs." after clicking "save", the bolus is correctly saved in the mylife app, but Glooko does not display it as "delivered bolus". Instead, Glooko displays the bolus as "suggested bolus". 

Boli marked as delivered in the mylife App are not displayed as delivered in Glooko, thus resulting in an incorrect visualisation of data and false derivative data such as TDD.

 →  Yposemed HQ has spoken to Glooko and they are not willing to change how they display the data. They argue that this change was done to avoid displaying double insulin doses.

• Do not save the bolus (click "No. Only save glucose and/or carbs"). Then go to the logbook and add a manually delivered bolus.
• Potential use of a Smart Insulin pen with a compatible companion app
• Add event manually in the Glooko app (if installed)

Important:

It is not necessary to enter a complaint. It is sufficient to enter a “Service Ticket” in C4C for statistical purposes

During the cloud sync from mylife App to mylife Cloud, the error message "A general error occurred. One or more errors occurred." appears.

As a result of this error, the cloud sync is not successful.

The fix has already been implemented between August 5-7, 2024.

The error shouldn't occur anymore. If customers are still reporting the same error "One or more errors occurred", then please follow our normal "Complaint Process" from now on, and please, as with any complaint, include date/time of occurrence, support ticket and screenshots if possible. The complaints will be investigated as usual.

Please note that complaints without a technical report, insufficient or missing information are consistently followed up regarding the missing information!! Complaints must be filled with the minimum requirements as described on our  INFO - Necessary Information for mylife App Complaints" page.

This issue can be related to the known issue "Ypsopump status switches between 'connected' and 'not connected'"; this is caused by differences in the therapy settings between mylife App and mylife Cloud. This issue can occur if the therapy setting in mylife App is set to Pump / CSII, while the therapy setting in mylife Cloud is Pen / MDI or 'Not Set'.

Related to the 'Connected' / 'Not Connected' issue, it can also occur that a connected pump is no longer displayed in the Last Values Screen, despite being displayed as connected in the device manager. Attempting to re-pair the pump may result in a "Pump Not Found" error message.

Mylife App / Mylife Cloud

1st Level Troubleshooting:

No troubleshooting available / proceed as follows:

1. Inform the user that in order to fix the error, we have to disconnect the user account from the patient account and delete the patient account. (No data will be lost).
2. File a complaint as per the standard process ->  state that the user has been informed about the disconnection of the user and patient accounts.
3. Once the disconnection and deletion are completed, you will be notified. Afterward, the customer will need to log in via their browser to complete the cloud account setup.

This issue has the following symptoms:

1. The Ypsopump connection status in the Last Values Screen rapidly alters between "connecting" and "connected". When opening the Bolus Calculator or Bolus Delivery Screen, the app displays a message there is no connection to the Ypsopump.

The PDF Report generated by mylife App does not contain some Basal Rate Data. There might be gaps in the displayed Basal Rate

1. On the Ypsopump, switch from the current Basal Rate to the alternate Basal Rate
2. Switch back to the original Basal Rate

Ypsopump pairing fails; the app displays the message "wrong code entered". 

Workaround 1: 
Add the pump to the Bluetooth settings of the mobile phone via Bluetooth and only then try pairing in the app. If this does not work, first connect in the Bluetooth settings and then restart the mobile phone. Now try to pair in the app.

Workaround 2:
Switch off Wifi/Wlan and try pairing again. If this does not help, activate the mobile data and try again.

Workaround 3:
It could also help to first pair the pump with another device (another mobile phone or tablet). Then unpair it there and pair it again with the original device.

If the problem could not be solved with these workarounds, then create a complaint as usual. Please indicate that these workarounds have already been tried.

Mylife App / Mylife Cloud

When attempting to log into the Cloud from the app, the error message, "There is a problem connecting to your mylife Cloud account. Please check your internet connectiong or try again later" appears.

Users who use the "Change E-Mail Address" function in mylife Cloud do not receive an e-mail to confirm the change.

Since the last Cloud release to version 2.2, some users have been seeing "CamAPS FX" in the header of the page.

This is a bug and has nothing to do with a CamAPS FX connection. It will be fixed as soon as possible.

The problem is caused by a deprecated security certificate within Android OS.

On some older devices, Android fails to remove the deprecated certificate, causing Clarity authentication to fail.

1st Level Troubleshooting:

Manually disable the deprecated certificate as descripted below.

In Settings, open 'Biometrics and security'	2. Open 'Other security settings'	3. Open 'View security certificates'	4. Disable the 'Digital Signature Trust Co. DST Root CA X3' certificate

mylife Dose Tutorial cannot be completed; screen size is too small to display tutorial buttons.

This workaround requires:

• A second, compatible smartphone
• A mylife Cloud Account

1. Open mylife App on the second phone and log in to the cloud account
2. Pair the Ypsopump 1.5.X with mylife App
3. Complete the Dose Tutorial
4. Synchronise with the Cloud (mylife App → Cloud)
5. Open mylife App on the iPhone SE
6. Log-in / synchronise with the Cloud
7. Dose features should now be available on the iPhone SE

Users who have set the blood glucose unit to mmol/L in the General Settings will see mg/dL on the Bolus Delivery Screen (see screenshot below).

This affects the Bolus Delivery Screen only!

This does not affect the Bolus Calculator calculations.

Bolus Delivery Screen	Other screens are not affected e.g Last Values Screen