24
Troubleshooting
Problem
Reason
Action
Meter does not turn
on after inserting a
test strip
Test strip inserted
upside down or
backwards
Remove test strip. Re-insert correctly.
Test strip not fully
inserted
Remove test strip. Re-insert fully into
meter.
Test strip error
Repeat with new test strip.
Dead or no battery Replace battery.
Battery in
backwards
Re-insert battery with
+
side facing up.
Meter error
Contact Customer Care for assistance.
Meter does not beep,
and test does not
start after applying
sample drop (blood
or control solution)
Sample drop is
too small
Repeat test with new test strip and
larger sample drop.
Sample drop
applied after
2-minute shut-off
Repeat test with new test strip. Apply
sample drop within 2 minutes of
inserting test strip.
Problem with test
strip or meter
Repeat with new test strip. If the test
still does not start, contact Customer
Care for assistance.
Call Customer Care at 1-800-803-6025, Mon.–Fri., 8AM–8PM EST
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