Troubleshooting Guide
The meter has built-in messages to alert you of problems. When error
messages appear, note the error number, turn off the meter and then
follow these instructions.
Display
Causes Solution
Meter
fails to
turn on
Battery may be damaged
or not be charged
Meter is too cold
Replace battery.
If meter has been exposed to
or stored in cold conditions,
wait 30 minutes to allow meter
to reach room temperature then
repeat test.
Power On self check error
Remove battery for 30 seconds
and then put battery back and
turn meter on again. If problem
persists, contact customer
support.
Internal calibration check
error
If a cell phone, radio frequency
source or a high power electrical
source is nearby, place more
distance between the meter and
any of these sources then retest.
If the problem persists, contact
customer support.
Sample was applied to the
test strip too soon
Test strip is contaminated
or used
Insufficient sample
Repeat test with a new test strip.
Move to a cooler environment
and repeat the test.
Repeat the test and ensure test
strip remains in place.
Test strip was removed
during the test
Repeat test and apply sample
after blood drop/test strip icon
appears.
Repeat test and apply enough
sample to fill the test strip check
window.
Temperature has exceeded
the operating temperature
of the system
31 32
En En
Temperature is below the
operating temperature
of the system
Move to a warmer environment
and repeat the test.
Display
Causes Solution
Battery is discharged but
has enough power to run
10 more tests
Test results will still be accurate,
but replace the battery as soon
as possible.
Replace the battery and repeat
the test.
Battery has discharged and
meter does not allow more
tests until replacement with
a new battery
No code chip in the meter
Insert the code chip that
accompanied the box of test
strips.
Damaged code chip or the
code chip was removed
during a test
If the code chip is damaged, use
a new code chip with the correct
code number and run the test. If
the chip is removed during a test,
confirm the code chip matches
the test strip code and repeat the
test.
Meter electronics failure
If the problem persists, contact
customer support.
Incorrect code chip
inserted in the meter
Indicates an incorrect code chip
was inserted in the meter.
Please make sure you use the
brand of test strips
with the Blood
Glucose Meter.
If the problem persists, contact
On Call Plus
On Call Plus
®
®
customer support.
Communications failure
There is an error in transferring
data to the PC.
See the package insert included
with the Data Management Kit
for troubleshooting.
CODE
For help with any additional questions or issues, please contact
Customer Support at 1-800-838-9502.
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