Application error prompted when CardioSmart user attempts to sync data with HealthVault

Question

Regarding Service Request: 1189782727Error Type: HealthRecordItemDeserializationException

Issue: A unique error from a CardioSmart user reported an application error when he logged in to our application and attempted to transfer blood pressure data from HealthVault.  He was prompted with an application error immediately after entering his HealthVault login credentials after being redirected from our application. 

Investigation: I had a GoToMeeting web meeting and phone call with this user 3 different times to identify and look into the problem.  I couldn't fix the issue by doing the following:

1. Uninstalling and reinstalling the CardioSmart application from the user's HealthVault account.
2. Using a brand new CardioSmart account to sync to his HealthVault account.

The only thing that seemed to work was to register a brand new HealthVault account - because he didn't want to migrate his existing (5) applications and data.  This required him to change the settings on each of his accounts which he couldn't manage to do. 

Follow-up: I was in correspondence with Tom E. (HealthVault Project Manager) recently (as of 1/11/2013) and following up with Yelitza (HealthVault Support).  Yelitza proposed that we uninstall and reinstall the application from our side (CardioSmart <-> HealthVault) in hope to resolve the connection issue with this user.  I'm all for this option, just worried because it may/will impact all the current users (globally) who are able to successfully sync data (even just for a short while).  

Request: I'm looking to resolve this user's connection problem using his current HealthVault account - with minimal impact on both the user's side and our side.  I've been in correspondence with Yelitza and HealthVault for 2 months already (since mid-Nov 2012).  

Answer 1

Follow-up: As part of additional effort to resolve the user's issue, I did another GoToMeeting web conference and attempted to link this user's HealthVault account with our development website (CardioSmart - using a different HealthVault application ID).  To no avail, this attempt failed.  

This leads me to believe that the proposal of uninstalling and reinstalling the HealthVault connection from CardioSmart's side might not prove to be the solution.  This is partially why I'm asking HealthVault to either:

1. Investigate this user's account from your side, as I think that the problem is a particular data/account issue on his side.
2. Provide us with a sensible alternative (not yet attempted) that might resolve this problem. 

The customer seems very frustrated, and I've been working with him ongoing since mid-November 2012.  I've copied Tom E. on this issue - hoping for a response soon.

Answer 2

Hi,

We have a few more questons that will help us in this investigation.

Is the error occurring on our site or your application? As in when the user sees the error are they on https://account.healthvault.com or on your application?

 

This HealthRecordItemDeserializationException usually occurs when there's some 'bad' data in the users' record. We have found some issues where the SDK is not accepting some data that is actually valid so this error will occur. Unfortunately there isn't an easy work around for this. We have identified a few of these bugs and have them fixed and will be released in our next release (scheduled for end of this month)

 

If you can provide a little bit more information on when and where the error occurs I can help pinpoint the type of information that might be causing this. It is also possible that this information that is causing the crash can be deleted to help the user re-use the application again. 

Thanks

Tomas

HealthVault Support

Answer 3

Hi Tomas,

Thanks for following up on this issue.  The error is occurring immediately after logging in from the https://account.healthvault.com page (but from our application).  The steps the user takes is as follows:

1. Login to CardioSmart application
2. Click the HealthVault button -> redirects to https://account.healthvault.com login screen
3. User clicks the login button (error prompted immediately)

If you like, I can host a web meeting with you and can visually walk you through the steps the user takes (as I've done in web meetings with him).  Please let me know.  I'm fairly flexible in time this week.

Thanks,
Andrew