Skip to main content

RPM Device Troubleshooting Guide

This guide provides standardized troubleshooting steps for resolving Remote Patient Monitoring (RPM) device issues within CCIQ. This applies to Smart Meter (SM), Tenovi, and general RPM devices.

Device ID / Gateway / IMEI Mismatch

Issue

The Device ID, Gateway, or IMEI in CCIQ does not match what is listed in the device vendor’s portal.

Resolution Steps

  • Log into the Device Vendor Portal

  • Search for the Device ID / Gateway / IMEI

  • SM Portal:

  • Tenovi Portal:

  • Copy the correct value from the portal

  • Update the patient’s chart in CCIQ:

    • Add the correct ID

  • Remove the incorrect ID

  • Perform a Manual Sync

  • Validate readings:

  • Compare the readings within CCIQ vs the readings within the Device Vendor Portal

  • SM Portal:

  • Tenovi Portal:

  • Ensure accuracy and alignment

Additional Checks

  • Confirm the device exists in the client’s CCIQ device population

  • Ensure proper device connection to the correct ID/Gateway/IMEI

Tenovi-Specific (Gateway Updates)

Please Note: You may need to manipulate/update the Gateway inside the Tenovi Portal. You can do this yourself, but I recommend reaching out to Tenovi Support first.

  • Locate the Gateway ID in the portal

  • Update as needed

  • Best Practice: Retain the old Gateway ID until the issue is confirmed resolved

Readings Not Transmitting to CCIQ

Issue

Readings are not appearing in CCIQ after the patient takes measurements.

Resolution Steps

  • Perform a Manual Sync

  • If errors occur:

    • Log into Device Vendor Portal

  • SM Portal:

  • Tenovi Portal:

  • Verify device is active (not suspended/deactivated)

  • SM Portal:

  • Tenovi Portal:

  • Confirm the device exists in the client’s population by using the Devices Report. Put the Device ID/IMEI in the search bar.

  • Check within CCIQ:

  • Ensure the device is not assigned to another patient

  • Confirm it’s not linked to another account

Additional Resolution Steps

  1. Identify device type:

    • Cellular vs Gateway-based

  2. Check signal strength:

    • A weak signal may block transmission

    • Common in rural or obstructed areas

  3. For Tenovi Gateway Devices (hockey puck-shaped device):

    • Green light → Connected

      ✅

    • Purple light → Searching for signal

      ⚠️

    • Red light → Waiting for reading / connected

  4. Verify the latest reading in the Tenovi Portal

  5. Perform Manual Sync in CCIQ

If still unresolved: Contact the device vendor support

Unable to Order Devices (Address Not Found) In CCIQ

Issue

The system cannot validate the patient’s address.

Resolution Steps

  • Verify the address using Google

  • Use Address Line 2 for:

    • Apartment numbers

    • Unit numbers

    • Court (Ct), etc.

  • Avoid special characters

  • If unresolved:

    • Reach out to CCIQ Support or order the device directly through the device vendor

Device Reported as “Not Working”

Confirm Patient Usage: Clients may report a device as broken when the patient has not taken any readings.

  • Check the Device Vendor’s Portal for readings

  • Ask the patient to take a live reading during the call

  • Perform Manual Sync in CCIQ

  • Check the following:

    • Batteries

    • Power (A/C adapter if applicable)

If still unresolved: Contact the device vendor support

Did this answer your question?

Related Articles