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Tidepool Mobile users on iOS lose Health permissions when restoring from a backup

Description

Issue:
If you restore your iPhone from a backup, or if you get a new phone and transfer your data - then the Health sync will not have the correct perms to sync in the background.

Most users are able to do manual syncs, I believe.

Solution: Uninstall and reinstall Tidepool Mobile

  • Please see Zendesk Support tab for further comments and attachments.

 

We do not have great stats tracking this in ZD as for the longest I (Nick) thought that this was just how iOS worked. If it is possible to make it so that we maintain perms when restored from a backup/transferred to a new phone that would be a boon.

 

Risk assessment

Reference:

NOTE: Risk assessment is the risk (probability and severity) of the adverse event occurring, not the probability of the bug occurring. See above for details.

  • Probability of an adverse event (and one sentence on why)

  • Severity of the potential adverse event (and one sentence on why)

  • Risk Level: (see table)

  • Mitigation Plan: fix this bug

  • Probability: None - no data, or obviously incomplete data - very unlikely anyone would not notice and try to adjust their treatment

  • Severity: None - Baseline Risk - Same as not using Tidepool

  • Risk level: 0

  • Mitigation Plan: Fix this issue

User Experience Assessment

Reference: Draft Doc:

  • Severity: Access inhibited

Issue Volume:
P - # of Prominent Clinic report: (JAEB STUDY)
A - # of distinct Clinician Reports: 0
B - # of distinct User Reports: 4 (+ many more anecdotally)
C - # of discoveries by Tidepool employees (testing, dogfooding, etc):
D - # of occurrences according to logs (Rollbar, Kissmetrics, etc). 0

Issue Volume Index = 7P + 3A + B + C + D = 11

  • Issue Level: 13
    Using the table, enter a numeric value and escalate based upon score.

Done Criteria

None

Design Specifications:

None

Accessibility Specifications

None

Test Strategy

None

Environment

PRD

Activity

Show:
Brandon Arbiter
August 28, 2019, 9:09 PM

Thanks Nick!

Janet Diehl
April 22, 2020, 6:53 PM

is there anything else to be done on this ticket?

Brandon Arbiter
April 23, 2020, 10:33 AM

^?

Becky Cooney
June 30, 2020, 2:23 AM
Edited

I think as long as support is aware of the issue and can walk users though resolving it, then it can be closed. Note: there was no done criteria.

Janet Diehl
August 12, 2020, 6:39 PM

New React Native version of the app has been released. This ticket is obsolete and will need to open a new one if this is still an issue on the new app.

Cannot Reproduce

Priority

Critical

Assignee

Brandon Arbiter

QA Assignee

Shawn Foster

Reporter

Nick Riggall

Requested By (External)

None

Fix versions

None

T-Shirt Size

None

Risk Level

0

User Experience Assessment Level

13

UEA: Issue Volume

None

UEA: Category

None

Components

Design Review Required?

None

Design Approved By:

None

QA done during validation of another ticket?

None

Accessibility Review Required?

None

Accessibility Review Approved By

None

Approved for Production By:

None

Marketing Comms

None

Support Follow Up

Yes

KB Update

No

Pull Request Needed

None

Resolved Build #

None
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