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Copy file name to clipboardExpand all lines: docs/nightscout/remote-errors.md
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* This is a _<spantranslate="no">Loop</span>_ and/or *Nightscout* issue, not related to remote configuration
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* Review the [LoopDocs: *Nightscout* with _<spantranslate="no">Loop</span>_](update-user.md) page
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* Check out links on the [LoopDocs: *Nightscout* Troubleshooting](troubleshoot.md) page
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* Make sure Looper's phone is connected to the internet so it can upload to *Nightscout*
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* Make sure the Looper's phone is connected to the internet so it can upload to *Nightscout*
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## Remote Commands Stopped Working
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### *Nightscout* Config and *Loop* Build Method
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Ensure your *Nightscout* version is at least version 14.2.6.
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Ensure your *Nightscout* version is at least 14.2.6.
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Verify that you performed all the [Remote Configuration](remote-config.md) steps for the *Nightscout* site including sending an override from the _<spantranslate="no">Loop</span>_ phone to *Nightscout*.
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Verify that you performed all the [Remote Configuration](remote-config.md) steps for the *Nightscout* site, including sending an override from the _<spantranslate="no">Loop</span>_ phone to *Nightscout*.
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#### BadDeviceToken
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Error: APNs delivery failed: BadDeviceToken
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```
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If you attempt to issue a command using *Loop Caregiver*; after you authenticate the command, you will see the error message listed below and shown in the screenshot.
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If you attempt to issue a command using *Loop Caregiver*; after you authenticate the command, you will see the error message listed below and shown in the screenshot.
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```
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HTTP Error
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You will not see any errors, but nothing will happen when you issue any kind of remote command.
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**Solution**: Remove `REMOTE_OVERRIDES_DISABLED` from`LoopConfigOverride.xcconfig` file and rebuild the _<spantranslate="no">Loop</span>_ app.
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**Solution**: Remove `REMOTE_OVERRIDES_DISABLED` from `LoopConfigOverride.xcconfig` file and rebuild the _<spantranslate="no">Loop</span>_ app.
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### Incorrect Password (OTP) Error
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The references to Caregiver below is the person sending the commands. There are specific *Loop Caregiver* app insructions that you modify for your authenticator. You must have the _<spantranslate="no">Loop</span>_ phone with you to troubleshoot this problem.
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The references to ‘caregiver’ below refer to the person sending the commands. You must have the _<spantranslate="no">Loop</span>_ phone with you to troubleshoot this problem.
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* The Apple clock should be set to automatic on both the Looper's phone and Caregiver’s device.
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* The Apple clock should be set to automatic on both the Looper's phone and the caregiver’s device.
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* If the clock is incorrect, even slightly, remote commands will fail.
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* Check if One-Time Passwords (OTP) align between Caregiver and _<spantranslate="no">Loop</span>_.
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* Check if One-Time Passwords (OTP) align between *Loop Caregiver* and _<spantranslate="no">Loop</span>_.
* The QR code is different as soon as you hit `Reload`
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## Undelivered or Expired Commands
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Apple Push Notifications will often not make it to an app, either due to your settings or intentional limitations by Apple. This error can appear in various forms:
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* Push notification banner never shows on Looper’s device.
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* Push notification banner shows but nothing happens in _<spantranslate="no">Loop</span>_ (no error or success message afterwards)
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* Error message shows that Password (OTP) is expired
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While _<spantranslate="no">Loop</span>_ does not have control over Push Notification timely delivery, there are things that can be done to mitigate these issues. Note that rebuilding _<spantranslate="no">Loop</span>_, *Loop Caregiver* or *Nightscout* is generally not going to help.
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Check these settings on the Looper’s device, not the Caregivers. Several of these are related to Apple suppressing notifications.
* For all focus modes (ex: Do Not Disturb, Sleep), make sure _<spantranslate="no">Loop</span>_ is listed as an app allowing Notifications.
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* To Adjust
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* Settings -> Focus
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* Select the focus mode (ex: Do Not Disturb, Sleep)
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* Under “Allow Notifications, tap “Apps”
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* Add “ _<spantranslate="no">Loop</span>_ ” to the list.
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* Turn on “Time Sensitive Notifications”.
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* Background App Refresh
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* Settings -> General -> Background App Refresh
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* Select “On” up top
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* Activate _<spantranslate="no">Loop</span>_ toggle in list
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* Lower Power Mode
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* Turn off if able
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Some other things to try on the Looper’s phone:
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* Reboot phone
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* This sometimes resets Apple’s push notification limit.
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* Try wifi instead of cellular, if able
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* Apple may not deliver notifications on cellular as often as wifi.
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* Charge the phone
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* If the battery is low, iOS may not deliver notifications to save battery life.
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* Limit the number of _<spantranslate="no">Loop</span>_ commands you send in a short period. Apple may throttle notifications if too many are received. (i.e. no more than 1 or 2 per hour may help).
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* Consider disabling “spammy” notifications from other apps. This is only a theory, but it is possible that other apps can cause the system to throttle all notifications, including _<spantranslate="no">Loop</span>_.
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* Wait 24 hours or so as it often just takes time for the push notification limits to “reset”.
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* iOS 15.3.x: Note there are reports of Remote notifications not being received to the Loopers device for iOS version 15.3 and 15.3.1. This is fixed in iOS version 15.4.
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Apple push notifications may not always reach your app due to various settings or Apple's intentional limitations. This issue can manifest in several ways:
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* The push notification banner never appears on the Looper’s device.
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* The push notification banner appears, but nothing happens in _<spantranslate="no">Loop</span>_ (no error or success message afterward).
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* An error message in *Nightscout* or *Loop Caregiver* indicates the Password (OTP) is expired.
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While _<spantranslate="no">Loop</span>_ cannot control the timely delivery of push notifications, there are several steps you can take to mitigate these issues. Note that rebuilding _<spantranslate="no">Loop</span>_ or *Loop Caregiver* generally will not resolve the problem.
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Check these items on the Looper’s phone, not the caregiver's.
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1. Reboot the phone.
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1. Wait 24 hours as it often takes time for the push notification limits to reset.
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1. Limit the number of _<spantranslate="no">Loop</span>_ commands you send in a short period.
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* Apple may throttle notifications if too many are received.
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* Sending no more than 1 or 2 per hour may help.
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1. Disable notifications from other apps.
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* It is possible that other apps can cause the system to throttle all notifications, including _<spantranslate="no">Loop</span>_.
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1. Enable Time Sensitive Notifications:
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* Apple Settings -> Notifications -> _<spantranslate="no">Loop</span>_.
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* Turn on “Allow Notifications”.
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* Turn on “Time Sensitive Notifications”.
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1. Upgrade *Nightscout*:
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**Nightscout* version 15.0 (released late 2023) and greater supports time sensitive notifications.
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* This can help iOS to deliver remote notifications faster.
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1. Adjust Focus Modes:
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* For all focus modes, make sure _<spantranslate="no">Loop</span>_ is listed as an app allowing Notifications.
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* Apple Settings -> Focus
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* Select the focus mode (e.g., Do Not Disturb, Sleep).
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* Under “Allow Notifications,” tap “Choose Apps”.
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* Add _<spantranslate="no">Loop</span>_ to the list.
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1. Turn on Background App Refresh:
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* Apple Settings -> General -> Background App Refresh
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* Select “On” at the top.
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* Activate the _<spantranslate="no">Loop</span>_ toggle in the list.
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1. Try using Wi-Fi instead of cellular if possible:
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* Apple may not deliver notifications on cellular as often as on Wi-Fi.
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1. Charge the phone:
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* If the battery is low, iOS may not deliver notifications to save battery life (e.g., while on Low Power mode).
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## How to Ask for Help
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This is helpful information to share when requested by helpers. If you are not using *Loop Caregiver*, review the response seen on the *Nightscout* site.
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1. Activate an override _from within _<spantranslate="no">Loop</span>_ _. Does *Nightscout* show the active override?
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1. Activate an override _from *Nightscout*_. Does it change the active override in _<spantranslate="no">Loop</span>_?
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1. Activate an override from within _<spantranslate="no">Loop</span>_. Does *Nightscout* show the active override?
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1. Activate an override from *Nightscout*. Does it change the active override in _<spantranslate="no">Loop</span>_?
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1. Do errors show in *Loop Caregiver* or *Nightscout* Careportal when you send a remote command?
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* Share screenshots of error if any
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1. Do errors show in iOS Notifications on the Looper’s device?
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* Check their Notification history in iOS by swiping down
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* Share screenshots of errors if any
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* In both *Nightscout* and *Caregiver*, you can tap on an error to read specific error details.
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* Share screenshots of errors
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1. What _<spantranslate="no">Loop</span>_ version are you using? Released (main) or development (dev)? Approximately when did you update last?
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* The minimum version that support remote bolus and carbs is _<spantranslate="no">Loop</span>_ 3
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* The minimum version that supports remote bolus and carbs is _<spantranslate="no">Loop</span>_.
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1. What iOS version is being used on the Looper’s device?
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* Note that iOS 15.3.x had notification issues
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* Update to a newer version
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1. How did you build _<spantranslate="no">Loop</span>_?
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* Build with Xcode to device (typical)?
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* Using AppCenter or Diawai? A special environment variable must be set LOOP_PUSH_SERVER_ENVIRONMENT=production
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* Web browser using GitHub Actions?
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* Xcode?
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* AppCenter or Diawi? A special environment variable must be set: `LOOP_PUSH_SERVER_ENVIRONMENT=production`
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Mention which troubleshooting steps you have completed so we know whether to ask about these again.
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## Other Errors
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Once you've set up remote commands, you may encounter errors when trying to run them via *Nightscout* or iOS Shortcuts. Below are the most common and typical solutions.
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