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mylife CamAPS FX - Connection FAQs

  • Pump pairing failed

    Problem

    Smart device displays: ‘pump not paired‘ or ‘Your pump is not linked. Your pump is not permitted for use as part of CamAPS’

    Important Note:
    Before you start with detailed trouble shooting, make sure to turn off your smartphone, wait 15 seconds and turn back on your smartphone. See if the issue is resolved.

    1. Are you using the latest version of the mylife CamAPS FX app?
      • Make sure that you have installed the latest version of the mylife CamAPS FX App.

    2. Is the pump nearby, positioned within 6 meters reach to the phone?
      • If not, make sure that the mylife YpsoPump is positioned near the smartphone.

    3. Is Bluetooth switched on on the smart device?
      • If YES, switch on flight mode, make sure that Bluetooth is also switched off and wait 30 seconds before switching flight mode off again and switching Bluetooth on.

    4. Is Bluetooth switched ON on the mylife YpsoPump?
      • If not, switch on Bluetooth on the mylife YpsoPump (Pump menu => Settings => Bluetooth symbol must be active

    5. Is the location activated on the smart device?
      • Check the security or privacy settings on the smartphone and switch on the location.

    6. Has mylife CamAPS FX App received authorisation to access the "Always allow" location?
      • Check the mylife CamAPS FX App authorisations and grant the authorisations to use the CamAPS FX App.
      • Important: For Android 9 operating system: Additionally check and switch on the location authorisation under "Biometrics and security".

    7. Is the parental control set on the smart device?
      • If yes, check that the parental control does not prevent the mylife YpsoPump from being paired by excluding the mylife CamAPS FX App from the control.

    8. Are you connected to the internet?
      • Make sure that the smart device is connected to the Internet (Wi-Fi or mobile data).
      • Confirm this by opening a known website in a web browser.

    9. Have you activated pairing on the mylife YpsoPump when prompted and have you entered the pairing key displayed on the insulin pump screen?
      • Activate the pairing on the mylife YpsoPump. If the six-digit code is displayed on the mylife YpsoPump, enter this six-digit code in the smart device.

    10. If the pairing is still not successful:
      • Check the integrity of your smart device in the mylife CamAPS FX app menu under =>Help => Check the integrity of your phone.

    11. Keep away from possible sources of interference such as:
      • BT headphones, WLAN booster, microwave, induction hob

    12. Pair the mylife YpsoPump again:
      • Switch Bluetooth on the smart device and on the mylife YpsoPump off and on again, then try to pair the mylife YpsoPump again.

    13. Uninstall and reinstall your mylife CamAPS FX app via the Google PlayStore
      • Important: Note down your average Total daily dose of the last 7 days as well as your weight before deinstalling the App. The remaining profile including your settings will be restored from the Cloud.

  • Unable to link a Companion

    Problem

    Data cannot be shared with Companion for remote monitoring.

    Important Note:
    Before you start with detailed trouble shooting, make sure to turn off your smartphone, wait 15 seconds and turn back on your smartphone. See if the issue is resolved.

    Trouble Shooting

    1. Are you using the latest version of the mylife CamAPS FX app?
      • Make sure that you have installed the latest version of the mylife CamAPS FX App.

    2. Was the invitation sent to a valid email address?
      • Make sure that the e-mail address used is valid. Please note the correct spelling.

    3. Is the Companion's email address different from the email address of the person who invited them?
      • Confirm that the Companion has used a different email address than the user.

    4. Did the Companion receive the invitation?
      • Make sure that the Companion uses a different e-mail address than the mylife CamAPS FX user.
        Check your inbox to see if you have received the invitation (check your spam folder if necessary).

    5. Did the Companion create their personal mylife CamAPS FX account using the same valid email address?
      • If not, create a personal mylife CamAPS FX account with the same e-mail address that was used for the Companion.

    6. Is the mylife CamAPS FX user linked to a virtual pump?
      • The Companion function cannot be used with a virtual pump.

    7. Are you connected to the Internet?
      • Make sure that the smart device is connected to the Internet (Wi-Fi or mobile data).
      • Confirm this by opening a known website in a web browser.
      • Go to the settings of the smart device and search for Apps=> CamAPS=> now tap on "Force stop".
      • Switch the smart device off and on again.

    8. Invite the Companion in the Share menu of the mylife CamAPS FX app again
      Main menu => Share => CamAPS Companion
      • In the mylife CamAPS FX app, go to the main menu and select "Share".
      • Select the linked Companion name and tap on "Unlink".
      • Select one of the Companions from the list and tap "None" to re-invite the Companion with a valid email address and nickname.

  • Unable to link Glooko

    Problem

    Smart device displays: “Unable to link account. Please try again”

    Important Note:
    Before you start with detailed trouble shooting, make sure to turn off your smartphone, wait 15 seconds and turn back on your smartphone. See if the issue is resolved.

    Trouble Shooting

    1. Are you using the latest version of the mylife CamAPS FX app?
      • Make sure that you have installed the latest version of the mylife CamAPS FX App.

    2. Are you connected to the internet?
      • Make sure that the smart device is connected to the Internet (Wi-Fi or mobile data).
      • Confirm this by opening a known website in a web browser.

    3. Have you registered on the Glooko website and do you have a personal account?
      • If you are not registered, create a personal account on the Glooko website (http://www.glooko.com/)
      • If you are already registered, log in to the Glooko website and make a note of the user name and password. NOTE the capitalisation and password requirements of Glooko.

    4. Have you recently changed the password for your Glooko account?
      • Go to "My Profile" to view the username and email address.
      • Reset your password if necessary.
      • Go to the smart device settings and search for Apps=> CamAPS=> now tap on "Force stop".
      • Switch the smart device off and on again.

    5. Has the Glooko account on the mylife CamAPS FX Share screen been linked again recently?
      • Connect the smart device to Wi-Fi and try to link the Glooko account in the mylife CamAPS FX App:
      • Go to the mylife CamAPS FX App main menu and select "Share".
      • Select User 1 or User 2 Glooko

  • Unable to link Dexcom Transmitter

    Problem

    Smart device displays: “Your transmitter was not found”

    Important Note:
    Before you start with detailed trouble shooting, make sure to turn off your smartphone, wait 15 seconds and turn back on your smartphone. See if the issue is resolved.

    Trouble Shooting

    1. Are you using the latest version of the mylife CamAPS FX app?
      • Make sure that you have installed the latest version of the mylife CamAPS FX App.

    2. Is location enabled on the smart device?
      • Check the security or privacy settings on the smart device and switch on the location.

    3. Has mylife CamAPS FX received authorisation to access the "Always allow" location?
      • Check the mylife CamAPS FX App permissions and grant the permissions to use the CamAPS FX App.
      • Important: For Android 9 operating system: Also check and switch on the location authorisation under "Biometrics and security".

    4. Is the parental control set on the smart device?
      • If yes, check that the parental control does not prevent the mylife YpsoPump from being paired by excluding the mylife CamAPS FX App from the control.

    5. Keep away from possible sources of interference such as:
      • BT headphones, WLAN booster, microwave, induction hob

    6. Are you using a compatible smart device with a compatible operating system?
      • The conditions for a compatible smart device and operating system can be found on Dexcom's compatibility list: http://www.dexcom.com/compatibility; Select your country of residence and the Dexcom G6 app and make sure that you are using a compatible system.

    7. Is the transmitter attached to the sensor and firmly locked in place?
      • If not, firmly snap the transmitter into the sensor.

    8. Is the transmitter connected to an active sensor?
      • Insert the sensor if necessary.

    9. Is this the first time you are pairing this transmitter with the smart device?
      • If yes, a pairing request must appear.

    10. Have you confirmed the pairing request on the smart device?
      • You must confirm the pairing request on the smart device.

    11. What was displayed on the screen in the mylife CamAPS FX app?
      • Example display in the mylife CamAPS FX app: "Connect to the transmitter now - wait 30 minutes".

    12. Pair Transmitter again:
      • Open the mylife CamAPS FX App main menu and select the transmitter serial number; re-enter the transmitter serial number and wait 30 minutes.

    13. Is the transmitter linked to another app, e.g. the Dexcom G6 app?
      • Cancel the link or remove the Dexcom G6 app from your smart device.

    14. Is Bluetooth switched ON on the smart device?
      • Switch Bluetooth on the smart device OFF and ON again, try pairing the transmitter again.
      • Remove all transmitters that are no longer in use from the Bluetooth settings of the smart device. Unpair them by going to Settings => Connections => Bluetooth.

  • Unable to start Dexcom G6 Sensor

    Problem

    Smart device displays: ‘No Restarts‘ or ‘Sensor Error. Wait up to 3 hours’

    Important Note:
    Before you start with detailed trouble shooting, make sure to turn off your smartphone, wait 15 seconds and turn back on your smartphone. See if the issue is resolved.

    Trouble Shooting

    1. Are you using the latest version of the mylife CamAPS FX app?
      • Make sure that you have installed the latest version of the mylife CamAPS FX App.

    2. Is location enabled on the smart device?
      • Check the security or privacy settings on the smart device and switch on the location.

    3. Has mylife CamAPS FX received authorisation to access the "Always allow" location?
      • Check the mylife CamAPS FX App permissions and grant the permissions to use the CamAPS FX App.
      • Important: For Android 9 operating system: Also check and switch on the location authorisation under "Biometrics and security".

    4. Is the parental control set on the smart device?
      • If yes, check that the parental control does not prevent the mylife YpsoPump from being paired by excluding the mylife CamAPS FX App from the control.

    5. Keep away from possible sources of interference such as:
      • BT headphones, WLAN booster, microwave, induction hob

    6. Are you using a compatible smart device with a compatible operating system?
      • The conditions for a compatible smart device and operating system can be found on Dexcom's compatibility list: http://www.dexcom.com/compatibility; Select your country of residence and the Dexcom G6 app and make sure that you are using a compatible system.

    7. Has your previous sensor stopped prematurely or failed?
      • If so, 'Stop sensor' must be selected in the mylife CamAPS FX App main menu.

    8. Did you wait at least 5 minutes before starting the new sensor?
      • If not, wait 5 minutes.

    9. Have you delayed the start of a session for longer than 30 minutes after the transmitter has snapped into the sensor?
      • Waiting longer than 30 minutes may result in a false restart warning.

    10. How long has it been since the new sensor was inserted?
      If the waiting time is less than 30 minutes, you must wait up to 30 minutes.
      • Go to the settings of the smart device and search for Apps=> CamAPS=> now tap on "Force stop".
      • Switch the smart device off and on again. Try to pair again.

    11. If the previous sensor was cancelled prematurely:
      • Go to the mylife CamAPS FX App main menu, scroll down until you see "Stop Sensor" and tap it.
      • If the "Stop sensor" button is greyed out, restart the smart device and try again.
      • The message "Start sensor" should appear on the screen. Tap "Start sensor".
      • Wait until the warm-up phase is displayed on the start screen.

    12. If the "Start sensor" message does not appear...or if the new sensor was started too early (< 5 minutes) or more than 30 minutes have elapsed between inserting the sensor and starting the sensor or the sensor was replaced without stopping the old sensor and the sensor session has now ended....
      • =>Disconnect the transmitter pairing in the "Bluetooth settings" of the smart device (go to Phone settings => Connections => Bluetooth), try pairing the G6 system again after at least 15 minutes. The pairing request must now appear. Confirm the transmitter's pairing request.
      • If the pairing is not successful, uninstall the mylife CamAPS FX app via the Google Play Store, restart your smart device and reinstall the app. NOTE your average daily total insulin dose in the last 7 days and your weight before uninstalling the app, other settings will be restored from the cloud.

  • Unable to start FreeStyle Libre 3 Sensor

    Problem

    Smart device displays: 

    “Unable to start sensor. Please try again“, “Sensor start processing error”
    “Incompatible sensor. This sensor cannot be used with this version of the app“
    “Sensor already in use. The sensor you just scanned was started by another device and cannot be used“
    “Unable to proceed to link with Freestyle Libre 3 sensor. Please connect to the internet and restart the mylife CamAPS app. You can also try later but you should maintain connectivity to the internet.”
    "Error LBR004"

    Important Note:
    Before you start with detailed trouble shooting, make sure to turn off your smartphone, wait 15 seconds and turn back on your smartphone. See if the issue is resolved.

    Trouble Shooting

    1. Are you using the latest version of the mylife CamAPS FX app?
      • Make sure that you have installed the latest version of the mylife CamAPS FX App.

    2. Is location enabled on the smart device?
      • Check the security or privacy settings on the smart device and switch on the location.

    3. Has mylife CamAPS FX App been authorised to access the "Always allow" location?
      • Check the mylife CamAPS FX App permissions and grant the permissions to use the mylife CamAPS FX App.
      • Important: For Android 9 operating system: Also check and switch on the location authorisation under "Biometrics and security".

    4. Is the parental control set on the smart device?
      • If yes, check that the parental control does not prevent the mylife YpsoPump from being paired by excluding the mylife CamAPS FX App from the control.

    5. Keep away from possible sources of interference such as:
      • BT headphones, WLAN booster, microwave, induction hob

    6. Are you using a compatible smart device with a compatible operating system?
      • You can find the conditions for a compatible smartphone and operating system on Abbott's compatibility list: https://www.diabetescare.abbott/support/manuals.html . Make sure that you are using a compatible system.

    7. Was the message "Incompatible sensor..." displayed?
      • If Yes, your sensor is not configured for use with the mylife CamAPS FX App (it must be FreeStyle Libre 3); replace it with a compatible sensor)
      • Contact your local Abbott Diabetes Care team for more information.

    8. Did you see the message "Sensor already in use..."?
      • If Yes, your sensor has been started either with another app (e.g. FreeStyle Libre 3 app) or with another mylife CamAPS FX account) Contact your local Abbott Diabetes Care team for more information.

    9. If the message "Sensor cannot be started. Please try again" or "Error starting sensor processing"?
      • Is NFC switched on on your smart device? Go to Settings => Connections => NFC and Payment => Switch on (if already switched on, switch NFC off and on again).
      • Check the location of NFC on your smart device and scan the new sensor with the back of the smart device. NOTE: Each smart device differs in terms of the location of the NFC area. You may need to touch the sensor with your smart device or move your device very slowly over the sensor until you find the correct position; your phone will vibrate twice after successfully scanning the sensor. You may need to remove the mobile phone case.

    10. If the message "Unable to connect to the Freestyle Libre 3 sensor" was displayed
      • Check if you are connected to the internet - disconnect from Wi-Fi and reconnect by re-entering the Wi-Fi pairing key or temporarily switch to mobile data.
      • If the message occurs repeatedly despite the above points, it is likely that the phone has not passed the cyber security integrity checks. Check the integrity of your smart device in the mylife CamAPS FX app menu under =>Help => Check the integrity of your phone.

    11. Was the message "Error LBR004"? You may be using a Huawei smart device that requires the following battery optimisation:
      • Go to => Phone settings => Apps => Settings => Special access => Ignore battery optimisation => Select "Allow"
      • Check if the app is allowed to work in the background => Select Allow for location.
      • Go to => Phone settings => Battery => App launch => Select "Allow"
      • Check if the app is allowed to work in the background => Select Allow for location.

    12. Clear the NFC cache: (Settings => Apps, select in the top right menu => Show system apps and search for=> NFC => Memory => Clear cache)
      • Go to the settings of the smart device and search for Apps=> CamAPS=> now tap on "Force stop".
      • Switch the smart device off and on again. Try to pair the sensor again. Go to the main menu of the mylife CamAPS FX app and scan the new sensor with the back of the smart device.
        NOTE: Each smart device differs in terms of the position of the NFC area. You may need to touch the sensor with your smart device or move your device very slowly over the sensor until you have learnt the correct position. Your phone will vibrate twice after you have successfully scanned the sensor. You may need to remove the mobile phone case.
      • If pairing is not successful, uninstall the mylife CamAPS FX app through Google Play Store, restart your smart device and reinstall the app.
        NOTE your average daily total insulin dose in the last 7 days and your weight before uninstalling the app, other settings will be restored from the cloud.
      • Go to the settings of the smart device and search for Apps=> CamAPS=> now tap on "Force stop".
      • Switch off the smart device and tap "Force stop".
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