Connectivity to laboratories / Transfer of QR code / QR code not working

[SebastianWolf-SAP]

We received the feedback from the following entities:

• Apple App Store ratings
• Google Play Store rating
• Hotline employees through Slack

that since 28.07. test results cannot fetched through the app.

This means that the QR code does not work, or that the user does not receive a test result even though that the user informed the doctor or health agency multiple days ago.

Open questions:

• Are the not functional QR codes or codes which cannot be used anymore? How many of these are currently on the market?
• Is there a problem with the server?
• Why are no results coming back or so much delayed, even though the user entered them successfully?

To everybody having the same problems: Please report such errors as comments to this issue. Thanks!

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Internal tracking ID: EXPOSUREAPP-2403

[daimpi]

I was just asked to post the experience of a user who encountered this issue:

They were tested on the 30.07. and got a sheet with a QR Code that specifically stated, that the QR Code is meant for the CWA. On the 05.08. they got their (negative) result via snail-mail, while the app still shows "results pending".

Their device:

• Samsung A 40, Android 10
• CWA 1.1.1

Here is the Twitter thread: https://twitter.com/ChrisHinri4/status/1291103825076649985

[thomasaugsten]

What is the exact name of the app stated on the paper. Corona-Warn-App or Covid19-App What is the testing lab?

[thomasaugsten]

Here an example from the KBV

https://www.kbv.de/media/sp/02_Erlaeuterungen.pdf

[daimpi]

Just saw this article in the Ärzte Zeitung, maybe this is related?

What happens in such cases? Do users still get QR Codes, but the laboratories will never submit their results? Or are those users not getting a QR code in the first place?

[daimpi]

I got feedback from another person on Twitter: https://twitter.com/Topf_Sigrid/status/1291410706873692164 They got tested and later got their result via phone, while CWA still shows "result pending".

• Family with 4 Android phones all using CWA 1.1.1
• They definitely got CWA codes, I will forward you a photo of their sheets they send me via mail (for privacy reasons)
• I will also send you their lab location via mail (for privacy reasons)

I don’t know when exactly they got tested and when they got their result via phone. I’ve asked them and will update as soon as I get an answer :).

Update: They did their test on the 04.08. and got their result via phone on the 06.08.

[thomasaugsten]

Thanks for your help and of course a statement that they really saw that point 9 was checked on the Auftrag für Testung to allow the lab to send the result via qr code.

[daimpi]

Whether or not this box 9 was ticked in their case is not something those ppl could find out retroactively by looking at the documents they got, right?

[thomasaugsten]

This is correct the upper part is send out to the lab. They need to remember if the doctor ask them and he marked it or they marked it

[daimpi]

Puh ok… I'll ask them but I doubt that anyone would remember such a detail tbh…

[daimpi]

They don't know whether or not this box was checked by their doc. They were in a separate room while the paperwork was done in another room. They only got the sheets of which I sent you a photo by mail.

[thomasaugsten]

To my mail ?

[daimpi]

I sent it to corona-warn-app.opensource@sap.com should I re-send it to your address as well?

[thomasaugsten]

This would be faster thanks

[daimpi]

done :)

[thomasaugsten]

Thanks looks good. Can the user provide information about the test lab?

[daimpi]

They gave me the city of the lab which I also included in this mail, do you need more specific information?

[thomasaugsten]

Thanks this was very helpful. It is unfortunately that they not attending while the first part was filled out.

[daimpi]

It is unfortunately that they not attending while the first part was filled out.

Yes ik.

I fear most ppl will not bother with those intricacies and if we're unlucky docs might not tick this box and users will simply register this as "app is not working" as it keeps showing "pending results" indefinitely. Is there maybe a way to get a message to users if their box 9 was not ticked which would inform them that their test will be processed, but their result will only get to them via phone/mail? I'm thinking of something like changing the status of their test from "pending" to something like "Testresult will come by phone because …".

[daimpi]

Just a quick question: if a lab is not fully connected to the system (like the ones talked about in this Spiegel article), the patients will not get QR Codes for CWA in the first place, right? Because if not properly connected testing stations would give out QR Codes, it's no surprise that those don't work.

[kira99]

@daimpi As we discussed on Twitter: We (three family members) were tested on August 4th, no results available, yet. We scanned QR Codes with 2 XIAOMI Androids and an iPhone XR. Sometimes I get errors with "Test aktualisieren". See https://github.com/corona-warn-app/cwa-app-android/issues/984 and https://github.com/corona-warn-app/cwa-app-android/issues/968#issuecomment-670971162 Unfortunately we do not know, which lab was involved. Monday morning I am going to phone the hotline provided in the FAZ article to find out. Unfortunaly we do not know either, whether we checked Box Number 9 in the form.

[daimpi]

@kira99 thanks for sharing. I just want to add some more things from our twitter thread which might be helpful :)

You said that you filled out the form according to a template which was provided there, right? The station where you got tested was "Rastanlage Donautal-Ost an der A3 bei Passau" (link), maybe someone could get a copy of the template they used, to check whether or not box 9 is ticked there?

[kira99]

@daimpi I found somebody on Twitter, who has been tested on Friday 31st of July in Donautal Ost and does not have her result, yet. I asked her whether she ckecked box 9 in a private message and she told me, she did check it. https://twitter.com/JuleRiede/status/1291373882704879616?s=20

[daimpi]

@kira99 thanks for the info :)

That speaks against my hypothesis that unticked box 9 is the main culprit. One thing I'm additionally curious about: there should always be a second line of notification via phone call or snail-mail: https://github.com/corona-warn-app/cwa-app-android/issues/960#issuecomment-667996582.

So I'm wondering: why is this 2nd line of notification not working? For someone who did their test on the 31st July the results surely must exist. When did you do your test btw? And did you leave a phone number/address at the test station so they could contact you?

[kira99]

Our Test was on August 4th.This is why I am going to phone the hotline mentioned in the FAZ article tomorrow. Read this: https://m.faz.net/aktuell/gesellschaft/gesundheit/coronavirus/corona-tests-in-bayern-fuer-reiserueckkehrer-oft-nutzlos-16895169.amp.html It is another possility.

[daimpi]

Oh wow, what a mess…

Yes that faz article actually seems to be the most plausible explanation for the issues you were experiencing. If they even mess up assigning results to patients it's no surprise that CWA will not show any results.

[kira99]

@daimpi Actually we filled in two forms. One was the one with the QR Code and the second one was for our home adress and our holiday destination. Even if they lost the one with the home address they could still submit the result to CWA.

[daimpi]

I see. So the question now becomes how/where exactly they messed up, fun 😅

[kira99]

Today I phoned the hotline. They could not find our data. So maybe the second form got lost, this is an explanation, why we did not get a call or a letter. I still think they should be able to send the result through the app.

[daimpi]

I just got feedback from another user on Twitter: they did their test on the 04.08. also at the "Donautal Ost" station. They say, that they didn't tick box 9 as ticking this box was not indicated on the template they received for filling out their forms: https://twitter.com/Benjami49969373/status/1292883340698300418

[parttimehorse]

I have experienced this issue, too. I got tested on Friday morning and got the 10Cb/E form. My doctor asked me about the Corona-Warn-App specifically (whether I had it and if I wanted to get results quicker and automatically by it) and explained to me that with the QR code, I'd be able to get results probably within 24 hours. When I didn't get results by Monday afternoon, I called at my doctor's office, explained the situation and they were able to give me the results (negative). The app, however, still has pending results.

Sadly, we can't verify if the box was ticked or not, though. But considering how explicitly my doctor asked me about it, I assumed it was (but I didn't see it on Friday, as I was filing other papers while my doc finished that up). I can tell which doctor and lab it was non-publicly, though, if that helps anyone?

[daimpi]

@parttimehorse thanks for this information. The doc/lab info you can maybe send to the CWA email-address: corona-warn-app.opensource@sap.com :)

[milovancevic3]

Hi all, I have done Corona test on last friday 07/08 at A8 Rastanlage Hochfelln-Nord, and still no result in CWA or by mail/phone. Now it's 6th day that me and my wife are waiting for result and it's getting a bit annoying that we sit at home quarantine and we can't do anything untill we get our result :/ Do you guys know how long it could take untill we get results?

Cheers

[daimpi]

@milovancevic3 I would try to call the number from the faz article @kira99 linked above: 09131/68 08 51 01

It seems the testing stations had a massive mess up:

Our Test was on August 4th.This is why I am going to phone the hotline mentioned in the FAZ article tomorrow. Read this: https://m.faz.net/aktuell/gesellschaft/gesundheit/coronavirus/corona-tests-in-bayern-fuer-reiserueckkehrer-oft-nutzlos-16895169.amp.html It is another possility.

[milovancevic3]

@daimpi thanks for quick reply. yes I'm calling them everyday since monday and they always say that they still don't have result and that they don't know when they will arrive :/ so I just wanted to check here with othere guys how long did they wait?

[kira99]

Hi all, I have done Corona test on last friday 07/08 at A8 Rastanlage Hochfelln-Nord, and still no result in CWA or by mail/phone. Now it's 6th day that me and my wife are waiting for result and it's getting a bit annoying that we sit at home quarantine and we can't do anything untill we get our result :/ Do you guys know how long it could take untill we get results?

Cheers

Done on 4th of August, still no result from Bavaria.

We did a new test here in our hometown on August 7th and got the results yesterday by phone.

[milovancevic3]

@kira99 thank's for info. For me it's a problem that I came from "risk" country and I can't now leave home(quarantine) so I could do new test somewhere else. I suppose you didn't need to be in quarantine?

[kira99]

@milovancevic3 No, we didn't. Phone your local Gesundheitsant to find out, whether you can redo the test.

[milovancevic3]

@kira99 yes I have called them but they sad we can't go out to make new test :/ so now we need to wait for results....

[nidico]

Same problem here: Did a test on August 10 which was sent to a lab on August 11. The doctor said the result was already available on August 11 and was able to give me the result by phone, but until today (August 12) the app still states that the result is pending. Will send an email with details to the CWA email-address in order to help debugging.

[kira99]

@SebastianWolf-SAP @thomasaugsten Here is my summary: We (3 of a family) got testet on August 3rd in Bavaria at Donautal Ost. Scanned QR-Codes. Still no result in the app. Today we got a phone call with the results. The caller had our scanned forms and Box 9 was checked for all 3 of us! Company dealing with tests and results is Eurofins LifeCodexx. We could give you our IDs to look them up in the database. We have 3 devices, 2 Androids and an iPhone XR. None of them got a result.

[daimpi]

I got feedback from another person on Twitter: https://twitter.com/Topf_Sigrid/status/1291410706873692164 They got tested and later got their result via phone, while CWA still shows "result pending".

-  Family with 4 Android phones all using CWA 1.1.1

- They definitely got CWA codes, I will forward you a photo of their sheets they send me via mail (for privacy reasons)

- I will also send you their lab location via mail (for privacy reasons)

I don’t know when exactly they got tested and when they got their result via phone. I’ve asked them and will update as soon as I get an answer :).

Update: They did their test on the 04.08. and got their result via phone on the 06.08.

@thomasaugsten I just received an update regarding this post from above:

They received their result in the app today (13.08), one week after receiving it via phone on the 06.08.

That seems to indicate that box 9 was actually ticked by their physician and the problem originated somewhere else in the pipeline.

[ArneDee]

Same issue here. I had myself tested on August 6, App still displays "Ergebnis liegt noch nicht vor" and will do so FOREVER. I am not sure whether box 9 was ticked or not, never saw the whole document, only received the lower part plus a small sticker with an additional number. I got my results via https://www.kvhh.net/kvhh where they publish lists with the testing results, using those additional numbers.

In my opinion, the app should not display "Ergebnis liegt noch nicht vor" but "Ergebnis liegt nocht nicht vor, oder Ihr Testergebnis wurde nicht an die App übermittelt. Bitte wenden Sie sich an die Stelle, die den Test durchgeführt hat, wenn Ihr Ergebnis nach 48 Stunden nicht vorliegt.", or something similar. In my case, the results where published 2 days later, but I haven't found out until 6 days later.

The current status note does not take into account that the results might already be published, but just not via the App, and is therefore misleading. This is very frustrating and unsettling for the users.

[daimpi]

Here is another case where the test actually turned up positive, they got notified by phone, but the result status is still "pending" in CWA: https://twitter.com/dschum84/status/1294280424999522305

[ArneDee]

I found this 1 week old article: https://www.heise.de/news/Corona-Warn-App-Haelfte-aller-Labore-kann-Daten-digital-uebermitteln-4864171.html

Assuming nearly every Testing site uses the aforementioned document but currently only half of the laboratories can even push results to CWA, we need a solution for this inside CWA infrastructure. Like disabling every QR Code until it is enabled by the laboratory, or having 3 different status: "registered, activation pending", "succesfully registered", "results published"

[ppk1212]

hello, i got tested on tegel airport on friday, aug 14th, still no results. also, when i try to scan the code given on the paper, the app says it's not correct (corona-warn-app, as mentioned on the paper). i got fever in the meantime so now i'm a bit confused on what to do and how long should i wait, as there's no contacts or numbers to call

[kira99]

Since you are developing symptoms: The stations in Tegel are staffed by Charité hospital and Vivantes. Please contact them. If no success: contect your local Gesundheitsamt.

[ppk1212]

Since you are developing symptoms: The stations in Tegel are staffed by Charité hospital and Vivantes. Please contact them. If no success: contect your local Gesundheitsamt.

yes i did another test today in the end, just in case!

[mschuessler]

For me the situation was even worse. The doctor told me that they will only call me when there is positive result (and they will do that before Saturday lunch time - meaning if I would not receive a call by that time the result is negative). I did not receive a call and by some time on Saturday the Corona App showed a negative result. On Monday I received a call from the doctor informing me that I had been tested positive. I strongly suggest to investigate this case. In times of the pandemic the last thing we need is wrong information! Luckily I stayed isolated on Sunday so no one got infected because of this misinformation. That being said it also took the App way to long to warn about an obvious exposure (my phone had been located next to someone who got infected for four straight days until i finally got a notification). Understandably I now have VERY STRONG doubts that the Corona App is ready for such widespread use - i think it might just give us a false sense of security.

[thomasaugsten]

@mschuessler thanks for your feedback can you please contact the lab why they connect a wrong result with your QR code? The time how long it takes until you get a warning depends on multiple factor like the time when the person submitted the keys and the time your phone is doing the daily check for exposure checks. In the next versions of the App we will check more often to reduce the time.

[manuwg]

Hello, my girlfriend and me were both tested at the same time. We both used our given QR Codes in the Corona App. Im Using the iOS Version. My Girlfriend is using the Android Version. While i already got my results my girlfriend was still waiting for hours and hours. We then found out that there was another possibility to get the results by a second qr code which is going to the website of the laboratory. There the results of my gf were already since the same time i got my result in the corona app. So it seems like something is broken in the app.