Confirm that the device is sending information to the device website
- ex: Steps are appearing on participant's Fitbit account dashboard, bottle openings are visible in the Adheretech portal
- Result of inquiry:
- Data on the website = there may be a problem with WTH receiving the data from the device API --> go to Step #2
- Data is not appearing on the website =
- There is a problem with the device itself, and you may need to send a new device, replacement battery, reset the device, etc. OR
- There is a issue with the device communicating with the device portal and you should reach out to the device vendor to further troubleshoot
- ex: Steps are appearing on participant's Fitbit account dashboard, bottle openings are visible in the Adheretech portal
Check Manage Data for device data
- Result of the inquiry:
- Device data appears in Manage Data =
- If there is device data in Manage Data, confirm that the data attached to the device encounter
- If the data attached to the encounter, the data may have come over late to WTH --> apply feedback on the messaging encounter to resend the correct feedback to the participant
Ex: Pill bottle opening attached to 'Daily Medication Adherence' encounter
- Device data doesn't appear in Manage Data =
- Confirm with participant that they have synced their device recently
- Has the device data attached to the device upload encounter?
- Look at the most recent timestamp
- If the participant synced their device recently and data is appearing in the device portal, but is not in Manage Data, then check device state --> Step #3
Ex: No new data for almost 3 weeks and data did not attach the the device upload encounter
- Device data appears in Manage Data =
- Result of the inquiry:
Check the device state in the profile (see: Device States for explanation)
- Check 'last download attempt' to see the last time that WTH tried to fetch data
- Check 'last datum' to see the last time that WTH received data from the device
- Result of Inquiry:
- Device is 'working' =
- participant probably needs to sync the device
Ex: Fitbit device is working properly
- participant probably needs to sync the device
Device is 'failed' or 'unstable' =
Participant's device no longer authorizes WTH to collect data and needs to be reset --> Step #4
- Device is 'working' =
Resetting device authorization
- Participant needs to re-authorize WTH to collect data from their device
- Click pencil icon
- Select 'Reset API data'
- Participant must log into their WTH dashboard and reauthorize the device (see screen shot below)
- Once the participant reauthorizes the device, the device state on the backend should now be listed as 'working'
Put in a
JIRAHelp Desk ticket
- Put in a JIRA Help Desk ticket if the following are true,
- If device data appears on the participant device portal/ account
- Device data is not showing in Manage Data
- The device state is listed as 'working'
- In the ticket include,
- Participant ID
- Screen shot of Manage Data, filtering for participant and device
- Screen shot of last uploaded data on the device website, if possible
- Screen shot of participant's 'Device' tab
- Put in a JIRA Help Desk ticket if the following are true,
...