Review & Update the "Ursache 3, API 10" FAQ entry

[Ein-Tim]

Where to find the issue

• https://www.coronawarn.app/en/faq/results/#API10
• https://www.coronawarn.app/de/faq/results/#API10

Describe the issue

There are multiple issues with this FAQ entry, among others, some are:

1. It is in the "Resolved" section although the issue still occurs
2. The entry links to the GitHub Issue https://github.com/corona-warn-app/cwa-app-android/issues/1962 which is quite old now. To get relevant information, one has to scroll to the newest comments.

Suggested change

1. Change the section the entry is listed in
2. Remove the GitHub link and give useful information on what to do if a user encounters the error

Additional information

Please also note @MikeMcC399's comment https://github.com/corona-warn-app/cwa-app-android/issues/1962#issuecomment-1202388843 for further details.

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Internal Tracking ID: EXPOSUREAPP-14130

[MikeMcC399]

@Ein-Tim

Thanks for opening the issue. ~~You wrote "Ursache 10" in your OP title, but it's actually "Ursache 3, API 10".~~ (fixed)

In the FAQs themselves, there is a mismatch between the FAQ titles:

• https://www.coronawarn.app/en/faq/results/#API10 "Error when communicating with Google API(10)"
• https://www.coronawarn.app/de/faq/results/#API10 "URSACHE 3 – Etwas ist schiefgelaufen. Fehler bei Kommunikation mit Google API(10)"

The English FAQ title is much shorter. It is missing the "CAUSE 3" part.

Also, I'm not sure whether the error message in German is the current one "URSACHE 3 – Etwas ist schiefgelaufen. Fehler bei Kommunikation mit Google API(10)" since the only similar text in the source code says "Fehler bei der Kommunikation mit der Google Schnittstelle" (or in English "Error during communication with Google interface").

We would probably need some support from the developers for this one, since I don't know how to simulate this error to check the exact text of the error message.

[Ein-Tim]

@MikeMcC399 What's your take on this issue, is it still relevant?

[MikeMcC399]

@Ein-Tim

What's your take on this issue, is it still relevant?

So long as the app is still in use, this issue should be addressed. It would need developer help, so perhaps you could ask them if they are willing to pick it up?

[Ein-Tim]

@MikeMcC399

Thank you, I will keep this in my mind and think about how to continue here.

[brianebeling]

I will ask the devs how prevelant the issue still is and what the exact error message is. My personal take is that this issue is likely casued by an external factor (not the app itself) and as such is likely to remain - but changing the FAQ article to include the very detailed error description is confusing to the normal user. They would be better off seeing "error 10, that is what I have" and to then reach out to us via GitHub or preferably follow a simple set of instructions, like: Reset the google play services using the following tutorial.

I agree that the linked issue is not necessarily up to date anymore. Instead of creating a new issue I'd propose simplifying the title to be more in line with the FAQ Entry and keeping the original title in the issue.

Unfortuately this whole issue is very daunting for the end-user because its so technical, but hopefully we can slightly lower the burden by providing up to date documentation. Luckily its very very rare.

Possible To Do (needs talk with devs)

• [ ] Research if URSACHE 3 is still relevant and the current error message
• [ ] Adjust title to match in both languages
• [ ] Link to current documentation from Google Play Services

[ndegendogo]

@brianebeling sounds good - thank you!

[brianebeling]

Quick update:

• In English it'd be "REASON 3" for German "URSACHE 3"
• FAQ will be slightly adjusted to be more fitting
• Issue is not really prevalent anymore, updating the title of the issue is fine
• Linking to help article from google should help with basic troubleshooting

[Ein-Tim]

@brianebeling

That sounds like a good plan, thank you!