Troubleshooting
Most of what looks like a fault in SugarPaws is the app declining to guess: it refuses a reading it cannot record, warns before a likely double entry, shows a dash rather than a misleading 0 %, and reports rows it could not import instead of dropping them silently. This page goes symptom by symptom. For anything not here, contact the support team.
”Your data couldn’t be loaded”
Section titled “”Your data couldn’t be loaded””The app opened to a full-screen message — SugarPaws couldn’t open its database. Try restarting your device and freeing up storage space. If the problem continues, reinstalling the app will reset its data. — instead of the tabs. The database file could not be opened (corruption, a failed migration or a full disk). Restart the device and make sure it has free space, then reopen. If it persists, reinstalling clears the app’s data — so if you have a CSV backup, that is what you will import afterwards; if you do not, contact support before reinstalling.
Reminders never arrive
Section titled “Reminders never arrive”Check, in order:
- Enable Reminders is on in Settings › Reminders — it is off by default and schedules nothing until you turn it on.
- iOS permission was granted. If you see Notifications are turned off for SugarPaws, so reminders can’t be delivered under the toggle, tap Open Settings and allow notifications; the toggle turns itself off whenever iOS permission is denied.
- The times in Configure Times are what you expect (defaults 8:00, 8:05, 20:00, 20:05).
- You are not seeing suppression working as designed: an insulin reminder is hidden while the app is open if the active cat had a dose in the last hour, and is moved to tomorrow if you log a dose within the hour before it. Glucose reminders are never suppressed.
- A Focus mode or Do Not Disturb on the phone is not silencing the app.
See Reminders.
The Save button is grey, or the reading won’t save
Section titled “The Save button is grey, or the reading won’t save”- Save Glucose Reading is grey only while the field is empty. Type a reading and it turns green.
- With text present the button stays tappable even if the text is not usable, so tapping it explains why, under the field: Enter a number in mg/dL., Readings below 20 mg/dL can’t be recorded. or Readings above 999 mg/dL can’t be recorded. (1.1 / 55.5 for mmol/L). A number with both a comma and a full stop is rejected as ambiguous. Fix the text; the message clears as you type. Nothing is ever clamped into range for you.
- Save Insulin Dose is grey only while a save is in progress.
A “Check before saving” dialog appeared
Section titled “A “Check before saving” dialog appeared”Not an error — the app noticed something worth a second look and lists every reason at once: the same reading within 10 minutes, a reading outside 40–500 mg/dL, a dose within 60 minutes of the last, or a dose over 15 units. Save Anyway records it as typed; Cancel returns to the form. See Log a glucose reading and Log an insulin dose.
The last-dose strip or wheel shows a different dose than I gave
Section titled “The last-dose strip or wheel shows a different dose than I gave”The wheel prefills with the last dose rounded down to the nearest half unit (2.3 → 2.0), because over-dosing is the dangerous direction; spin it up. The strip shows the exact recorded value. A dose off the half-unit grid can only have come in through CSV import.
”Readings in Range” shows — instead of a number
Section titled “”Readings in Range” shows — instead of a number”Either the range on the Charts tab holds no readings, or the active cat’s profile has no usable target range. Set one in Settings › Cat Profile. The tile shows a dash rather than 0 % so that “no target set” is never confused with “nothing in range”. See Charts.
The Charts tab says “No Data Available”
Section titled “The Charts tab says “No Data Available””The selected range (24h, 7, 30, 90 days or the custom dates) holds no entries for the active cat. Widen the range, check the cat switcher, and — for a custom range — the From/To dates under the segment control. A range with readings but no doses shows the glucose chart and No insulin data available in the other’s place, not this message.
The insulin activity chart says “Couldn’t Load Insulin Doses”
Section titled “The insulin activity chart says “Couldn’t Load Insulin Doses””Your data is still saved. Pull the Charts tab away and back, or reopen SugarPaws, to try again. — the doses could not be read on that attempt. This is deliberately a different message from No Insulin Data, which means there are none.
Values look about 18 times too big or too small
Section titled “Values look about 18 times too big or too small”Glucose is stored in mg/dL and shown in the unit under Settings › Units;
1 mmol/L = 18 mg/dL. Check that setting first. If the problem is only in
imported rows, the file’s Unit column was probably missing or unrecognised:
unit-less values are read as mg/dL (values under 19 are skipped rather than
guessed at). Add a Unit column reading mmol/L and import again — the
wrongly imported rows will need deleting from History, since duplicates are
matched on the stored value. See CSV import.
After “Delete All Data” the app is back in mg/dL
Section titled “After “Delete All Data” the app is back in mg/dL”Expected: the reset restores every setting’s factory default, and the unit’s factory default is mg/dL (the region guess only runs on a brand-new install). Choose mmol/L again in Settings › Units. See Settings.
Import skipped rows, or refused the file
Section titled “Import skipped rows, or refused the file”- Imported with Warnings followed by N rows couldn’t be read and were not imported (…) names the reasons — incomplete rows, unreadable values or dates, out-of-range values (glucose over 2000 mg/dL, doses over 200 units or ≤ 0), unrecognised row types, unrecognised glucose units — and the first affected data row. Fix those rows and import again; rows already imported are recognised as duplicates and skipped.
- Import Error — The CSV file format is invalid. Expected headers: Type, Date, Time, Value: one of the four required column headers is missing or misspelled (they are case-sensitive).
- The CSV file is empty or cannot be read: nothing below the header.
- None of the rows in this file could be imported…: every row was skipped; the reasons follow.
- Unable to read the CSV file. Please ensure it’s saved as UTF-8 text: the file is in an encoding the app cannot read.
- Cat Profile Conflicts is a question, not an error: the file names an existing cat other than the active one. Merge Data or Cancel Import (nothing has been written yet).
The report or export won’t share
Section titled “The report or export won’t share”- Report Failed — couldn’t find this cat’s profile / couldn’t draw the charts / couldn’t write the report file. Check that your device has free storage.: relaunch, switch cats and back, or free storage, then try again.
- Export Failed — couldn’t write the export file…: free storage.
- Couldn’t Open Share Sheet — SugarPaws built the report/file but couldn’t open the share sheet. Please try again.: the iOS share sheet failed to present; tap the button once more.
There is no cat switcher bar
Section titled “There is no cat switcher bar”It appears only when you have two or more cat profiles. Add one from Settings › Cat Profile › Manage Cats › Add New Cat. See Cat profiles.
The disclaimer keeps appearing
Section titled “The disclaimer keeps appearing”Settings › Advanced › Always Show Disclaimer is on. Turn it off; the disclaimer then shows only once per install.
An entry I deleted is gone for good
Section titled “An entry I deleted is gone for good”Undo is offered for 5 seconds in the black banner above the tab bar; after that the delete is final and there is no trash. Log it again from the Add tab, setting the Time picker to when it happened.