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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".

• If the FreeStyle Libre 3 Sensor can still not be paired, reach out to your local Ypsomed Customer care Team