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Frequently Asked Questions
- Why did my meter download fail?
- How do I learn more about how to use the software?
- How do I get premeal/postmeal marker from the blood glucose meter?
- Trouble downloading the software?
- Trouble installing the software?
- How do I contact customer service?
- Do I need a cable? Where can I buy a cable?
- Should I upgrade to Version 1.31?
Why did my meter download fail?
The following are the common causes for meter download failure:
- Wrong meter port was selected
WinGLUCOFACTS™ Professional requires a communication port (COM1 ... COM8) to be selected for meter cable connection. If the selected port is not the one with the meter cable connected, a Data Transfer Error will occur. You can choose Options-Customize, Communication tab to select the correct Meter Port. - Communication port is currently being used by another program
Some programs, such as the Palm Pilot HotSync, may open a communication port and keep it open all the time. A communication port may be opened by only one program at a time. For the Palm Pilot HotSync program, you can click the HotSync icon on the Status bar and select "Setup" and set to "Available only when the Palm Desktop is running" and choose OK. Then Click the HotSync icon again and choose Exit and Yes to Exit the HotSync Manager. Some other programs may forget to close the communication port after it used. For these programs that forget to close the communication port, you have to reboot the PC to free the communication port. Determining which program causes this problem can be tricky. - Communication port inactive
Many PCs come shipped with 2 serial (COM) ports, COM1 and COM2. However, these PCs may also come with an internal modem that is usually configured for COM2. Since the modem is configured for COM2, the second serial port on back of the PC may be disabled. In this situation, the PC's ROM BIOS has the communication port disabled, the second serial port can be enabled in the ROM BIOS (accessible during PC power up). - If an Ascensia Elite XL meter cannot download with some newer Windows 2000 and Windows XP PCs
Try this: Turn the meter on after you see the dialog box that says "Establishing Communication". - Switch box
Some physician's PCs use a switch box to communicate with several different types of meters. Make sure the switch box is set to the proper port selection. Also, the cable connecting the switch box to the computer's serial port must be a Modem or straight through cable and not a Null Modem cable. - Turn the meter off, then connect it to the cable, turn it on, and select to transfer the readings.
How do I learn more about how to use the software?
New to WinGLUCOFACTS?
We have included sample data files for you to use as you familiarize yourself with this software. Also included in the installation is a tutorial program which you can access from the Start menu. To load a sample file and explore WinGLUCOFACTS software on your own:
- Start WinGLUCOFACTS software by double-clicking on the icon on your desktop.
- Select File > Open.
- In the dialog box, select one of the Sampled data files then select Open.
- To view the data, click the ALL button on the secondary toolbar.
- To view a graphic presentation of the data, click on any of the colored graph icon buttons on the toolbar.
How do I get premeal/postmeal marker from the blood glucose meter?
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Bayer's DEX™, DEX2, ESPRIT™, ESPRIT 2, DEXTER-Z™ ELITE™ XL, BREEZE®, CONFIRM™ and BREEZE®2 blood glucose meters provide a user entered check marker for marking control readings. However, a user can use this marker for post-meal readings. When downloading the data from the meter, be sure to select the "Regular/Control to Premeal/Postmeal" option in the Receive Meter dialog. The downloaded readings that have no control marker will have a Premeal marker attached to them. Those readings with a control marker will have a Postmeal marker attached to them in the database.
Likewise, a user can use the control marker for premeal instead. Select the "Control/Regular to Premeal/Postmeal" option in the Receive Meter dialog.
This marker conversion is not allowed for Bayer's older CONTOUR® meter because the control marker is automatically assigned when the meter detects a control solution has been applied. - Bayer's new CONTOUR® blood glucose meter allows users to mark readings with a premeal or postmeal marker. These marked readings will transfer to WinGLUCOFACTS PROFESSIONAL software 3.03/3.04 or 1.13/1.14 and WinGLUCOFACTS software 1.31/1.32.
Trouble downloading the software?
If you experience difficulty downloading files from this site, one of the following may be true:
- Your firewall or anti-virus software does not allow executable downloads. Some software may block access to files that end in ".exe", causing errors or other download issues.
- The file is named incorrectly. Some browsers or operating systems may remove the file extension from the download. To fix this problem, simply rename the file once it is downloaded. Make sure that the filename ends with ".exe" and does not contain invalid characters.
- You have a download manager installed. If you have a third-party downloader installed, try disabling it before you download. These programs can sometimes interfere with downloads.
Trouble installing the software?
To install WinGLUCOFACTS after downloading it:
- Use Windows® Explorer to go to the directory where you saved the downloaded file(s).
- Double-click on the name of the file you downloaded.
- Follow the on-screen instructions.
How do I contact customer service?
For US Customers Call 1-800-348-8100 and a customer service representative can help you 24 hours a day, 7 days a week. For other countries, please click here.
Do I need a cable? Where can I buy a cable?
To download test results with WinGLUCOFACTS you will need a Data Cable. This can be ordered here.
Should I Upgrade to Version 1.32?
In general it is wise to have the latest release of a software, this current version requires to be upgraded:
- If you use or plan to use the Bayer's BREEZE®2 or Bayer's new CONTOUR® blood glucose monitoring systems, upgrade to version 1.32
- Newer computers use either USB ports exclusively or have one serial port. If you have another device installed on the serial port of USB to serial hub to increase the number of available ports, the new ports are numbers with higher numbers (COM ports 5 to 8). These are incompatible with previous versions of WinGLUCOFACTS™.
- Computers using a 32-bit or 64-bit Windows® operating systems will require version 1.32. 64-bit computers cannot support previous versions of WinGLUCOFACTS™ software
