Common Issues & Solutions

Cannot find "Export All Health Data" option

Cause: Older iOS version or restricted Health app access.

Solution:

1. Update iOS to 14.0 or later
2. Open Health app → Profile (top-right) → Scroll to bottom
3. If still missing, check Screen Time restrictions: Settings → Screen Time → Content & Privacy Restrictions → Allowed Apps → Ensure Health is enabled

Export stuck at "Preparing..." for too long

Cause: Large dataset (5+ years of data) or low storage/battery.

Solution:

• Wait patiently (may take 3-10 minutes for large datasets)
• Ensure iPhone has >30% battery
• Close all background apps
• Restart Health app and try again
• Free up storage (export requires temporary space)

Export file is extremely large (>100 MB)

Cause: Many years of accumulated data or high-frequency measurements.

Solution:

• GLYVIA supports files up to 500 MB
• Use Files app to transfer via USB to Windows PC
• Use iCloud for Windows to sync Files automatically
• Compression reduces size automatically in .zip format

Export file shows as 0 KB or corrupted

Cause: Export interrupted or device storage full.

Solution:

1. Delete corrupted export.zip file
2. Free up at least 200 MB storage
3. Restart iPhone
4. Export again, ensuring process completes fully

Error: "Invalid file format"

Cause: File is not a valid Apple Health export.

Solution:

• Ensure you selected export.zip file (not export.xml)
• Do not unzip the file before importing
• Verify file came from Apple Health app (not third-party apps)
• Re-export if file appears corrupted

Import process freezes at 50%

Cause: Large dataset overwhelming system resources.

Solution:

• Close other running applications
• Allow 5-10 minutes for processing (do not force-quit)
• Check Task Manager: GLYVIA.exe should show CPU activity
• If truly frozen (no CPU activity for 5 minutes), restart GLYVIA and retry

Warning: "No glucose data found"

Cause: Apple Health export contains no blood glucose measurements.

Solution:

• This is normal if you haven't tracked glucose
• GLYVIA will analyze other available metrics (heart rate, activity, etc.)
• To track glucose: Use compatible devices (CGM) or manually log readings in Health app

Import succeeded but reports show "Insufficient data"

Cause: Not enough data points for meaningful analysis.

Solution:

• Most analyses require at least 7-14 days of data
• Continue tracking health metrics in Apple Health
• Re-export and import after accumulating more data

License key not accepted (Invalid Key error)

Cause: Typo, extra spaces, or wrong key format.

Solution:

1. Copy entire key from email (including dashes): GLYV-XXXX-XXXX-XXXX-XXXX
2. Paste directly (avoid typing manually)
3. Remove any extra spaces before/after key
4. Check for O vs 0, I vs 1 confusion
5. If still invalid, request key resend: support@glyvia.com

Activation fails: "Server connection error"

Cause: Firewall/network blocking activation.

Solution:

• Check internet connection
• Temporarily disable VPN
• Allow GLYVIA.exe through Windows Firewall
• Use offline activation method (see Activation Guide)

"License already activated on another device"

Cause: Device-bound license already in use.

Solution:

• Each license works on 1 device only
• If you upgraded hardware: Contact support for device transfer
• If you need multiple devices: Purchase additional licenses
• Transfers allowed once per year with proof of purchase

Free version shows "Report limit reached"

Cause: Free version allows 1 complete report.

Solution:

• This is expected behavior (not an error)
• Free version includes: 1 clinical report + unlimited glucose dashboard
• Purchase license to unlock unlimited reports

GLYVIA runs very slowly

Cause: System below minimum requirements or too many background processes.

Solution:

• Close unnecessary applications
• Ensure 4+ GB RAM available (check Task Manager)
• Update graphics drivers
• Restart computer to clear memory
• Check system requirements: Compatibility

Report generation takes too long (>5 minutes)

Cause: Extremely large dataset (5+ years with minute-level tracking).

Solution:

• Allow process to complete (may take up to 10 minutes for huge datasets)
• Upgrade RAM to 8+ GB for better performance
• This is a one-time import; subsequent reports are instant

Application crashes during analysis

Cause: Memory exhaustion or corrupted data.

Solution:

1. Restart GLYVIA
2. Re-export Apple Health data (may fix corruption)
3. Ensure sufficient RAM (4GB minimum, 8GB recommended)
4. Enable crash reporting in Settings to help us investigate
5. Contact support with crash log: support@glyvia.com

Reports show garbled text or missing characters

Cause: Font rendering issue.

Solution:

• Update Windows to latest version
• Settings → Display → Change scale to 100% temporarily
• Restart GLYVIA after changing display settings

Charts not displaying correctly (blank or overlapping)

Cause: Graphics driver issue or high DPI scaling.

Solution:

• Update graphics drivers from manufacturer website
• Right-click GLYVIA.exe → Properties → Compatibility → Override high DPI scaling
• Ensure display resolution is at least 1280x720

Colors appear washed out or incorrect

Cause: Monitor color profile or HDR settings.

Solution:

• Disable HDR if enabled: Settings → System → Display → HDR
• Adjust monitor color settings to sRGB profile

Report shows unexpected values or trends

Possible Causes:

• Sensor errors: Wearable devices may record incorrect data
• Manual entry mistakes: Check for typos in Health app
• Unit conversion: Verify metric/imperial unit consistency
• Time zone changes: Travel may affect timestamp accuracy

Solution:

1. Review source data in Apple Health app
2. Delete erroneous entries in Health app
3. Re-export and re-import to GLYVIA
4. Remember: GLYVIA analyzes data as-is; errors in Apple Health appear in reports

Missing data periods in reports

Cause: Apple Health had no recorded data for those periods.

Solution:

• Check if Apple Watch or tracking devices were not worn
• Verify Health app permissions (Settings → Privacy → Health)
• Some apps may not sync data retroactively

Antivirus blocks installation or flags GLYVIA as malware

Cause: False positive from overly aggressive antivirus.

Solution:

• GLYVIA is digitally signed and safe
• Add exception in antivirus software
• Temporarily disable real-time protection during installation
• Download from official website only

Installation fails: "Administrator privileges required"

Cause: Windows User Account Control (UAC) restriction.

Solution:

1. Right-click GLYVIA-Setup.exe
2. Select "Run as administrator"
3. If on work/school computer, contact IT admin

Error: "MSVCP140.dll is missing"

Cause: Microsoft Visual C++ Redistributable not installed.

Solution:

1. Download: Visual C++ Redistributable (64-bit)
2. Install the package
3. Restart computer
4. Run GLYVIA again