Upload Troubleshooting_Table.csv

docs/Troubleshooting_Table.csv

@@ -1,4 +1,7 @@
 Symptoms,Core Issue,Steps to Solve,Related Issues,Escalation,Images
+"Want to switch to a different device, change to new phone",,"1) On the old device, forget the device from Bluetooth settings. 2) Pair new phone 
+
+If the customer doesn’t have old device, this should escalate to support for instructions on factory resetting.",,"If the customer doesn’t have old device, this should escalate to support for instructions on factory resetting.",
 Device is not compatible,App-compatible devices,"Confirm the user is using one of the following compatible devices:
 iPhone: iPhone 11 and newer (recommended); iOS 15.x or later.
 iPad: iPad (7th generation) or newer, iPad Pro (4th generation) or newer, iPad Air (4th generation) or newer, iPad Mini (6th generation) or newer; iPadOS 15.x or later.
@@ -16,41 +19,44 @@ Check that airplane mode on the phone is turned off and that Bluetooth is turned
 Verify that the phone and Control Unit have sufficient battery levels
 Remove phone case, if any
 Things to try:
-Restart Control Unit from hub side menu and/or power cycle Control Unit
+Restart Control Unit from hub side menu and/or power cycle Control Unit (To turn off the Control Unit, hold the power button down for about 3 seconds until the light turns orange and fades out.)
 Move to a different location. Other electronic devices that use the 2.4GHz frequency band can cause interference and impact the performance of BLE devices.
 Turn Bluetooth off/on on phone
 Force quit/restart app
 Power cycle phone
 Try to connect from a different phone/tablet Note: If the user is switching phones, need to unpair/factory reset from the old phone before it can be paired with the new phone","Issues changing parameters, Sleeve keeps getting unplugged.",Escalate if all troubleshooting steps fail to establish a connection.,
-"Cannot connect to control unit after previous slow/incomplete disconnection, Cannot connect to control unit after backgrounding the app
+"Cannot connect to control unit after previous slow/incomplete disconnection, Cannot connect to control unit after backgrounding the app, phone cannot find control unit
 ",Bluetooth pairing/connection issues,Force quit + restart app. Phone reboot may also be required.,"Not able to find Control Unit (range issue or Control Unit is not powered on), Battery not charging, battery not charging enough, poor charging",Escalate if force quitting and restarting the app or rebooting the phone does not resolve the issue.,
 "Plug control unit into the sleeve, don't see 3 flashing green lights that indicate a proper connection",Sleeve cable issues,"1.Instruct user to put Control Unit in the pocket first and then plug in the connector/cable; make sure that the DC is in the pocket
 2. Visually check for proper insertion of the sleeve connector
 3. Make sure user knows to press in side buttons before removing cable
 4. Verify that the LED on the Control Unit flashes green 3x after plugging in the cable (this is different from “breathing green” when the Control Unit is powered on while adequately charged)
 5. If 3x green LED flashes are not seen, try restarting the Control Unit from the app's hub side menu and/or power cycle the Control Unit by long-pressing the button until the LED goes off (about 3 seconds), then pressing the button again to turn it back on. Then reattempt cable insertion.","Errors when upgrading sleeve, errors when upgrading control unit, Firmware upgrade issues","Escalate if repeated attempts at reconnection, including restarting the Control Unit, fail.",
-Sleeve keeps getting unplugged,Sleeve cable issues,"Instruct user to put Control Unit in the pocket first and then plug in the connector/cable; make sure that the DC is in the pocket
-Visually check for proper insertion of the sleeve connector
-Make sure user knows to press in side buttons before removing cable
-Verify that the LED on the Control Unit flashes green 3x after plugging in the cable (this is different from “breathing green” when the Control Unit is powered on while adequately charged)
-If 3x green LED flashes are not seen, try restarting the Control Unit from the app's hub side menu and/or power cycle the Control Unit by long-pressing the button until the LED goes off (about 3 seconds), then pressing the button again to turn it back on. Then reattempt cable insertion.","Plug control unit into the sleeve, don't see 3 flashing green lights that indicate a proper connection, Notification of weak signal from electrodes, impedance check errors",Escalate if issue persists after ensuring proper insertion and restarting the Control Unit.,
+"Sleeve keeps getting unplugged, the app is telling me my control unit is unplugged but it is plugged in",Sleeve cable issues,"Unplug the sleeve from the control unit -> restart the control unit->plug the control unit back into the sleeve and observe for the 3 blinking green lights that indicate a proper, physical connection. If message persists, escalate to pass DC logs on to engineers for investigation.
+","Plug control unit into the sleeve, don't see 3 flashing green lights that indicate a proper connection, Notification of weak signal from electrodes, impedance check errors",Escalate if issue persists after ensuring proper insertion and restarting the Control Unit.,
 "Notification of weak signal from electrodes, impedance check errors",Impedance check error,"Pat down electrodes
 When was the last time they changed their electrodes?","Stuck in electrode calibration phase, failed impedance check, Gel electrodes falling off/ won't adhere to the skin",Escalate if patting down electrodes and changing them does not solve the problem.,
 "Stuck in electrode calibration phase, failed impedance check",Impedance check error,,"Loss of stimulation, Stimulation with the wrong timing",Escalate if recalibration attempts fail consistently.,
+"Stimulation hurts, stimulation causes pain",,"Verify electrodes placement on body (especially for TA)
+Verify the settings in the FES configuration and the slider in the capp screen
+Replace electrodes
+Possible muscle fatigue",,Escalate if stimulation continues to hurt after following steps,
 Loss of stimulation,Stim issues; gel electrode issues,"Verify electrodes placement on body (especially for TA)
 Verify the settings in the FES configuration and the slider in the capp screen
 Replace electrodes
 Possible muscle fatigue","Stimulation errors, Battery not charging, battery not charging enough, poor charging",Escalate if verifying settings and electrode placement does not restore functionality.,
 Stimulation with the wrong timing,Stim issues; gel electrode issues,"Prompt the user to recalibrate properly, and see if the problem disappears. ","Stimulation errors, Skeleton on app looks odd",Escalate if recalibration does not correct the timing issue.,
+Change timing of stimulation,,You are unable to make changes to the timing of the stimulation outside of correcting incorrect timing by re-calibrating. Any other adjustments will need to be made by your Mobility Specialist.,,Escalate if recalibration does not correct the timing issue.,
 Stimulation errors,Stim issues; gel electrode issues,"Prompt the user to recalibrate properly, and see if the problem disappears. ","Battery not charging, battery not charging enough, poor charging, Errors when upgrading sleeve, errors when upgrading control unit",Escalate if recalibration does not resolve the errors.,
 "Battery not charging, battery not charging enough, poor charging",Battery issues,"The battery needs a high power charger for adequate charging. The user must use the cable and charger that is provided for charging their device (""Charger has limited power to charge"" notification may be seen otherwise). Failure to do so will result in poor charging.","Cannot connect to control unit after previous slow/incomplete disconnection, Cannot connect to control unit after backgrounding the app, Device is not compatible",Escalate if using the correct charger and cable does not solve the charging issue.,
 "Errors when upgrading sleeve, errors when upgrading control unit",Firmware upgrade issues,Ask user for code/error message,"Firmware upgrade issues, Plug control unit into the sleeve, don't see 3 flashing green lights that indicate a proper connection",Escalate if error codes persist after asking the user for specific messages and attempting basic troubleshooting.,
-Gel electrodes falling off/ won't adhere to the skin,Gel electrode issues,"Make sure skin is clean of any lotions/oils
+"Gel electrodes falling off/ won't adhere to the skin, electrodes no longer sticky, not sticking to skin",Gel electrode issues,"Make sure skin is clean of any lotions/oils
 Recommend moisturizing overnight so skin is not dry
 Trim any extra leg hair
 Change gel electrode pads    
 Slippage in hot weather (sweat)
 Dry skin
+If electrodes are not sticky, try putting a small drop of water on each pad and swirling it around with your finger
 Replace gel electrodes
 ","Notification of weak signal from electrodes, impedance check errors, Skin irritation",Escalate if skin preparation and electrode replacement do not fix the issue.,
 Difficulty placing electrodes,,Palpating TA (try on unaffected leg first),"Stuck in electrode calibration phase, failed impedance check, Gel electrodes falling off/ won't adhere to the skin",Escalate if palpation techniques do not aid in correct placement.,
@@ -71,8 +77,7 @@ Email deliverability issues
 Create individual login and send separate email","Device is not compatible, Some expected visual elements missing on some screens due to large font sizes",Escalate if account verification and troubleshooting email issues do not resolve the problem.,
 Some expected visual elements (ex: buttons) are missing on some screens due to large font sizes,,"Ask user to reduce system or accessibility font sizes
 Do they have a Galaxy Fold? If yes, please use the front cover screen which is similar to a normal phone screen and does not hide buttons","Font is too big, font is too small, Device is not compatible",Escalate if adjusting font sizes or using alternative displays (like front cover screen on Galaxy Fold) does not resolve the issue.,
-"No steps recorded in the app, incorrect number of steps recorded in app",,"Bring app out of the background to reconnect
-Powering off the Control Unit (long press on Control Unit button) stops stimulation and ends a protocol, but because of this, steps cannot be fetched
+"No steps recorded in the app, incorrect number of steps recorded in app",,"Powering off the Control Unit (long press on Control Unit button) stops stimulation and ends a protocol, but because of this, steps cannot be fetched
 Short-press can stop stimulation and then go into the app to stop a protocol
 Control Unit ran out of battery before the program was stopped 
 BLE disconnect just before the recording stopped, steps could not be fetched
@@ -140,7 +145,7 @@ ALERT_BAD_CHARGER
 ",charger cannot provide enough power to charge DC,,,,
 "121
 ALERT_ELECTRODE_TEST",FES electrode hardware issue,,,,
-FES hardware fault code c0,,"Restart the app and try again. If error persists, escalate immediately to CIONIC support",,,
+FES hardware fault code c0,,"Restart the app and try again. If error persists, escalate immediately to CIONIC support",,"If restart does not solve the problem, escalate to CIONIC Support.",
 internalError = 99,should never happen,Immediately escalate,,,
 currentVersionsUnavailable = 100,Deprecated - not used anymore,N/A,,,
 imageDownloadChannelOpenError = 101,Unable to open Bluetooth L2CAP data channel to transfer image file,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,