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

[thomasaugsten]

@manuwg can you please give details about the lab? Can you please contact them and ask why there are not connected the test result with the cwa QR code of your girlfriend.

[satyamanojv]

I got tested on Aug 17th at 8:30 AM and still no results. After reading all the comments I am a bit confused if I can rely on the QR code or wait for an email/phone call from the lab. Unfortunately, I do not remember the website I registered and I used my browser on incognito. Any idea which authorities are conducting tests at the Schonefeld airport?

[satyamanojv]

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.

Where did you find the second QR code please? @manuwg

[myashchenko]

We got tested in SXF airport on Aug 15th and still can't see any results in the app. Today I received my result via email, but my wife still hasn't received her result yet (even via email). We tried calling a lab, they said that the result is ready since yesterday, however, she can't reveal it to us by phone and we need to wait for an email from them.

So despite the result is ready, we can't see it within the app.

[satyamanojv]

@YashchenkoN Could you please share which number did you call? Thanks in advance!

[manuwg]

@thomasaugsten The second QR Code on the backside leads to the website skylab.labmed.de probably the website of the laboratory.

[manuwg]

@satyamanojv We had our Test at Dortmund Airport. There we got a Paper which had the Corona App QR Code on the front and a qr code to the lab website on the back. I think this 2 QR Code solution is something that is not at every Test station so for you perhaps not possible to use.

[manuwg]

Also no Corona Warning on Frank Thelens Corona App! Seems like a bigger problem. https://m.bild.de/unterhaltung/leute/leute/frank-thelen-positiv-auf-corona-getestet-nach-rueckkehr-aus-mallorca-72467728.bildMobile.html

[myashchenko]

@satyamanojv you can find a phone number here https://www.laborberlin.com/ but it makes sense to call them only if you got tested in their lab

[anapaulagomes]

Hi, I'm having the same problem: I got tested on Sunday and more than 72 hours later I still got no result. I only have a paper with a QR-Code on it. Is there someplace where I can call or access to check the results other than the app? Is possible to get my auftragsnummer from the QR-Code I got? I still don't know how to identify the lab or how to get the result. Any help is appreciated. Thanks!

Device: Android Pixel 3 App version: 1.2.1

[ArneDee]

Hi Ana, In my case (See above) I called my local Gesundheitsamt and told them where I had myself tested. They could Tell me where to find the results online. Currently only a little more than 50% of the results are actually available through the App I suppose, regardless of whether the document with the QR Code is used or not. I think using a document is far easier than having access to the backend of a new deployed app with all the security and privacy issues involved. But hey, that's Germany and Our current Status of the Digitalization ;)

[ElenaChi]

Hello, I’m having the same issue: I took the test at Tegel Airport on the 15th of August (mid-afternoon) and the test’s result is still not displayed in the CWA. I have also checked my email and letterbox, but the result is not there either. Speaking for TXL Airport, I created a personal QR Code via this website https://corona.esqlab.de, that was later scanned and then the staff there printed out a new QR Code to retrieve the results via CWA. There was no way for me to tick the aforementioned “box 9” during this process.

At the moment, I have sent an email to the Charité Hospital to get the results in a written form, I report below the instructions to do the same: “Falls Sie ein schriftliches Ergebnis des Coronavirus-Tests benötigen, senden Sie eine E-Mail mit Ihrem vollständigen Namen, Geburtsdatum, Tag der Testung und bitten um das Testergebnis unter: testergebnisse@charite.de Bitte senden Sie Ihre Anfrage frühestens 36 Stunden, nachdem Sie am Flughafen zum Abstrich waren.”

Device: iPhone XS (iOS 13.6) App Version: 1.2.1

[satyamanojv]

@ElenaChi Thanks for the info. Please let us know if you get the results via email. I sent an email to the same address today.

[anapaulagomes]

@satyamanojv, I sent an e-mail for this address testergebnisse@charite.de an hour ago and I just got the results. :)

[satyamanojv]

@anapaulagomes congratulations, they replied via email?

[ElenaChi]

@satyamanojv I will, but I sent the email yesterday night and I still haven’t got a reply... @anapaulagomes good for you!

[satyamanojv]

@ElenaChi thank you, we are in the same boat, seems it's quite random who they reply to the quickest. So good luck to us :)

[danemitrev]

@anapaulagomes did they reply after 1 hour? :O Did you test at the airport or some test centre?

I have sent an email to them today, still no answer....

[myashchenko]

I sent an email to testergebnisse@charite.de on Sunday and still have no answer. On the other hand, they replied to email sent by my wife yesteday. Fully randomized replies...

[daimpi]

Here is another case where the result finally arrived via app, but only long after it arrived via another channel (in this case 12 days after arriving via snail mail): https://twitter.com/btrinczek/status/1295378912382525440

Test was conducted at Raststätte Hochfelln-Nord on 30.07 by Bavarian Red Cross.

[ElenaChi]

@satyamanojv the results just arrived via email for me! Still nothing on the app, I will update if the results appear there as well.

[le-kutscher]

I have another similar case: I got tested on 12/08 at Stuttgart Airport. Results came in via mail on 20/08 but the app still shows "results not yet available" Unfortunately I don't recall whether the lady at the test centre ticked the box. https://twitter.com/SBrielmaier/status/1296411059159552002?s=20

[Ein-Tim]

@thomasaugsten

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 …".

Any update on this? I think this proposal from @daimpi is something what would definitely help users to better understand why their test results are not in the App.

[thomasaugsten]

Unfortunately we cannot see tests where box 9 was not marked. But we will improve the texting in the next versions

[danemitrev]

@ElenaChi Did they reply after you texted testergebnisse@charite.de or you received another email from the lab?

[ElenaChi]

@danemitrev they replied directly to my email

[satyamanojv]

Does anyone have a contact number for the Charite lab? I still do not have any replies on my email and getting concerned, please help.

[ElenaChi]

@satyamanojv I don’t know if it can help you, but these are the contact information in the pdf with the results. Also, apparently the results were already available the following day.

[satyamanojv]

@ElenaChi thank you, I will give them a call :)

[danemitrev]

@satyamanojv I called them and they said they are not responsible for providing results. Did you reach them?

I am also concerned, since I doubt they will send any email or results during the weekend.

[ppk1212]

i've sent an email yesterday morning and received the results today (negative), after exactly 24hours! good luck!

[danemitrev]

I have just received the result, but in the app! Still no answer to my emails.

[satyamanojv]

@danemitrev congratulations, it really is very random how and when you get the test results. Nothing on the app for me and still writing follow up emails to Charite.

[ianarm]

My family and I experienced the missing notifications/updates in the cwa, too. We were tested on Wednesday, 19th August at a doctor's surgery (Hausarzt). When I called the doctor yesterday (21st August), the receptionist said that the results were available. I looked at the lab's website and was able to see our results (negative) there.

Even today, I see 'your result is not yet available' in the cwa. I don't know the details of what was checked on the form that the doctor kept, but the nurse who took our samples watched what we signed on the form and then specifically told us to use the cwa to get our results. I therefore assume that the form was filled in correctly.

When I called to ask about the results, the receptionist was surprised that we couldn't see the results in the cwa. If you need any details, just let me know.

[not-a-feature]

There is an additional (organisation / accounting) problem. Patients who are sent for testing by their family doctor usually have a referral form which we have to use for billing reasons. On this form there is usually no QR code on it or the copy is not legible. Therefor the Lab cannot register the result.

If the patients are registered via the public health department, the result is usually available 4 hours, max 6 hours later in the app and a email notification with the result is send on the next morning.

Additionally there is sometimes a delivery problem with the OEGD / 10C notes. The problem will soon be aggravated because a new note the KBV has published and experience has shown that the publisher cannot deliver in time and in sufficient quantity.

[kira99]

@thomasaugsten Summary: We got testet on 3rd of August, checked definitely box9, scanned QR-Codes, test result by phone on August 13th, still no result in the app I could send you reuslt document with lab identification.

[thomasaugsten]

Ok i think this is not necessary because we working close with the lab of the Bavarian Autobahnen together to connect them to qr code infrastructure

[kira99]

@thomasaugsten Sounds good, we were tested at Donautal Ost. Do you think we might eventually get our result by app?

[thomasaugsten]

When the lab is connected only new qr codes will work with the app. You should receive the result via normal mail and can submit your diagnoses keys via TAN after deleting your test.

[kira99]

@thomasaugsten It is a negative result. I wouldn't get a TAN for a negative result, would I?

[wintercounter]

We did a test at the Luxembourgian border (Markusberg), this is my 7th day now waiting, I'm skipping work because of waiting for results in the app. The most annoying thing is that it seems like I cannot do anything about it, I can maybe go back to the border and ask them?!

[ArneDee]

We did a test at the Luxembourgian border (Markusberg), this is my 7th day now waiting, I'm skipping work because of waiting for results in the app. The most annoying thing is that it seems like I cannot do anything about it, I can maybe go back to the border and ask them?!

I assume you will never get the results in the App because a large numberoof laboraties still is Not connected to the Internet ;) Call the local Gesundheitsamt@Markusberg and ask them where and how to get the results.

[daimpi]

@kira99

I wouldn't get a TAN for a negative result, would I?

This is correct, you won't. As you don't need to warn anyone in case of a negative result there is no need to share your keys, so you don't get a Tele-Tan 🙂.

[wintercounter]

For anyone else having issues use the Mein Laborergebnis app which is showing results fine.

[svengabr]

For anyone else having issues use the Mein Laborergebnis app which is showing results fine.

@wintercounter While there is the app Mein Laborergebnis there are currently some articles in the media stating that not all laboratories are working together with that app. The result is that patients are waiting several days for their test results just to get the information that the app does not work with the specific laboratory.

You may try the app when your QR code is not working but when someone thinks they are infected with corona I would suggest not relying on that 3rd party app and contact your test laboratory instead.

German article: https://www.openpr.de/news/1097180/Corona-Getestete-erhalten-von-offiziellen-Stellen-irrefuehrende-Hinweise-auf-die-App-Mein-Laborergebnis.html

Stay healthy everyone!

Best regards, SG

Corona-Warn-App Open Source Team

[wintercounter]

Yes, we called them, that's how we got directed to that app. It took 2 days and 6 phone calls...

[fkorax]

I had a similar situation to @ElenaChi: My test results were apparently available online the following day via the lab's own testing portal (I only checked the 2nd day); however, to this day, my CWA displays the "Your result is not yet available" message, which is clearly false (I was indeed eventually able to get my test certificate off the lab's online portal). My result was negative, but imagine the situation if it had been positive:

I would've been unable to warn other app users (edit: through the app; didn't account for the hotline😅), which is the one thing the app should be able to do reliably. I can't stress enough how important fixing this issue is, since it renders all other parts of the app essentially useless needlessly complicates the key upload process, and may also be related to https://github.com/corona-warn-app/cwa-wishlist/issues/150.

[daimpi]

I would've been unable to warn other app users, which is literally the one thing the app should be able to do reliably.

If you get a positive result via another way you can still call the tele-TAN hotline and get a code with which you can upload your keys to warn others 🙂.

[daimpi]

@GPclips You stated here

Please use the tickets referred by @svengabr to follow up. This issue will be closed.

But the "referred ticket" is this one here which you also closed. Are you confident that this issue is finally resolved or is there some other rationale for closing this one?

[ghost]

Hello @daimpi ,

you are right. this issue has been closed by mistake.

Thanks for reminding, LMM

Corona-Warn-App Open Source Team