Table 2.

Log2Lose software troubleshooting.

Issue type	Example of issue	Potential problem	Solution or solutions implemented
No data	No diet data; no weight data; and incentive text messages do not populate in Prompt	Participant has a previous account and could not remember the password; participant is not tracking or weighing; data are not transmitting from the device or app to server; data are not transmitting from server to Prompt; user accounts are not connected correctly; and programming bug in Prompt	Retrain participant on correct tracking methods; check connection between device/app and third-party server; check APIa and Prompt connections; reconnect user accounts; and check and resolve bugs in Prompt
Incorrect information sent to participants	Minor formatting errors in text messages; incorrect incentive amount listed in text message; messages sent out at different days/times than indicated in the protocol; and text messages do not populate in Prompt	Bugs in algorithms and bug in Prompt	Fix/edit original protocols and implement change in Prompt code; manually override information and manually edit and send text messages; and fix bug in Prompt and test fix
Prompt user interface unavailable	Staff unable to log in to user interface	Staff entering incorrect password and bugs in Prompt	Reset passwords and fix bug, test, and implement
Connection error (device/app to the third-party server, to the API, or to Prompt)	Participant tracks in MyFitnessPal, but data are not viewable in Fitbit server, and participant says that she/he weighs, but weight does not show up in server	Prompt reported an error retrieving data from cellular scale and/or Fitbit APIs; participant not tracking; errors appear on the scale; and bugs in Prompt	Check connection between device/app and server; check API-Prompt connections; and resolve bugs in Prompt and test fixes and implement fixes

^aAPI: application programming interface.