Loop Isn’t Working!

What should I do?

First, don’t panic. Read this page, take a deep breath and check out the Loopdocs section on Troubleshooting.

Document

The first step in Troubleshooting is to document what’s happening- what do your Loop screens look like, what error messages are you seeing, and how is it impacting your Loop app.  The more information that you can provide, the faster that your Loop app will be up and running and your Loop icon will be green.

  • Screenshots:  Take a screenshot of your Loop Status Screen.  If your Loop is Red or Yellow, press your Loop icon and screenshot the error message. One of the helpful volunteers who tries to assist you in troubleshooting your Loop may want to see these screenshots.
  • Issue Report:  Click on your Loop Settings icon and then click on Issue Report.  Click on the square with the up-arrow in the upper right corner and email an Issue Report to yourself.  One of the helpful volunteers who tries to assist you in troubleshooting your Loop may want to see the Issue Report.

Research

Since Loop is DIY, you’ll want to take an active role in troubleshooting your Loop.  Open up an editor program or email so that you can quickly paste any screenshots or any URL links that might help with troubleshooting. Use the search feature in Loopdocs or this website to see if your problem is found there.  Use the search feature in your favorite social media group Looped FB group, Loop and Learn FB group, Zulipchat, or Github to see if anyone else has reported this issue or a potential solution.  Sometimes doing this little bit of research will help you understand your issue better and determine what other information might be helpful in solving it or better describe it.

Asking for Help

Pick one group to ask for Help.  The volunteers who help others troubleshoot Loop often monitor more than one of the groups listed in the Research section above, so please don’t have multiple people working on your issues by posting in multiple locations – there are only so many volunteers and they only have so many hours to spend.  Describe your Loop issue, provide screenshots and offer to provide an Issue Report.  If you’ve found some information in that you didn’t quite understand, provide links to what you’ve found and be honest that you just don’t understand. (This will also prevent the frustrating situation where a volunteer points you to a page that you found but did not understand. Sometimes, you need things said a different way.)

Resolving a Red Loop

First off, take a screenshot of your Red Loop error message.  Then try the fastest and easiest way to resolve a Red Loop:

  1. Shut radio-link off and then on again.
  2. If that doesn’t work, try cycling your iPhone off and on again.
  3. If your Loop is still red,
    1. Take another screenshot,
    2. Email yourself an Issue Report, and
    3. Research as described above.

The Loopdocs have even more information about Troubleshooting a Red Loop.

Pump Issues

When you are traveling and change time zones, or when “summer time” comes and goes you must sync the phone time to the pod time. Or, to sync it up now, go into Settings – Pump – Change Time Zone. Poking that option will sync the pod to the phone. For most people, this hour difference in basal rates probably won’t make much difference. Some people have drastically different rates at certain times to account for exercise such as swimming, and that hour difference can be important.

Loop Crashes Upon Opening – Why?

App Expired?

Your Loop app has an expiration date. The expiration date will depend on the type of developer account that signed the app.

  • If you build with a free account, your app will expire after 7 days
  • If you build with a paid account, your app will expire after 12 months
  • If you built Loop several times with a paid account, you might not have a full 12-months (see Provisioning Profile below)

If your Loop app expires, you need to rebuild.  Before you rebuild, you’ll need to compare your iOS, MacOS, and Xcode versions to make sure they’re compatible. You may need to update your iPhone iOS, or your computer’s MacOS and/or Xcode before rebuilding.  When you’ve completed any required updates, plug your phone into your computer and press the play button on your project again.

Xcode Provisioning Profile Expired

This issue and its resolution is described in the Loopdocs’ Updating Loop section and relates to the way that provisioning profiles have been created starting with Xcode 11.

To find out the exact date your Loop app expires, follow the steps on this page.

Older versions of Xcode used to automatically create a “provisioning profile” as part of your Loop building process. That provisioning profile, among other things, sets the expiration date for your app for either 12 months for a paid developer account or 7 days for a free team.  Starting with Xcode 11, the provisioning profiles weren’t updating “created” date with new builds. This change has resulted in many people’s apps expiring despite having been updated/rebuilt less than 12 months ago and having current developer accounts.

FreeAPS Users Time Zone Bug

This crash occurs when the Looper makes an ISF change when the Looper’s iPhone and Pod have inconsistent Time Zones.  For this reason, it is recommended that before installing FreeAPS, the Looper should click on Settings –  Change Time Zone to make sure that your Pod and Looping phone are using the same time zone.  If you’re experiencing this issue, the resolution can be found here.

Note – this is one case where rebuilding the app will not help you.

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