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corona-warn-app / cwa-hotline

Corona-Warn-App: Issues with the public hotline +498007540001/2
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Hotline service distributes wrong information about necessary location setting to public #7

Closed aurisnoctis closed 4 years ago

aurisnoctis commented 4 years ago

Which hotline

App hotline (technische Hotline)

What is missing

The hotline distributes incorrect information. I called the technical app hotline twice on 16 June 2020, at 15:21 and at 17:09 to inquire if location has indeed to be turned on for the app to work. I wasn't sure about this at the time because the app didn't complain when I turned location off after installation (which is addressed in [1]). I mentioned that my phone is running Android 6.

The hotline staff made the following statements:

  1. You don't need location turned on.

This not true for Android.

  1. GPS data is evaluated to find out where coronavirus outbreaks occur.

This is not true and counteracts all the efforts to clarify that location is not requested or processed by the app.

These two statements sound more like spontaneous stand-up explanations than solid training or - in case there was no time for proper training - at least a solid knowledge database for staff.

Why should it be included

Many people might not read Android developer bluetooth documentation [2] or the Google Exposure Notification Framework documentation [3]. Corona-Warn-App documentation has improved a lot since 16 June 2020, fortunately [4].

However, it is very important that hotline staff do not contradict the official documentation, potentially leaving users confused and/or frustrated.

Additional information

I also informed RKI via email to CoronaWarnApp@rki.de that the hotline needs better training and/or resources.

Links

[1] "Exposure Logging is in false "active" state when Location is turned off #491" https://github.com/corona-warn-app/cwa-app-android/issues/491

[2] https://developer.android.com/guide/topics/connectivity/bluetooth

[3] https://support.google.com/android/answer/9888358?hl=de

[4] https://www.coronawarn.app/de/faq/#android_location

aurisnoctis commented 4 years ago

Has anybody responsible for the hotline read this? Can I close it?

aurisnoctis commented 4 years ago

:cricket: <-- that's the cricket for the sound and I am out