Dexcom Update Tool Instructions For UseRev+0… · Dexcom Update Instructions for Use Indications...

Dexcom Update

Instructions for Use

Dexcom Update Instructions for Use

2

Welcome ..................................................................................................... 3

What is Dexcom Update? ............................................................................................ 3

Update in 2 Steps ........................................................................................................ 3

What Do I Need to Use This Tool? .............................................................................. 3

Indications and Precautions ........................................................................ 4

Indications for Use ....................................................................................................... 4

Precautions .................................................................................................................. 4

System Requirements ................................................................................. 5

Windows Minimum Requirements ............................................................................... 5

Mac Minimum Requirements ....................................................................................... 5

Step 1: Downloading and Installing ............................................................. 6

You Will Need .............................................................................................................. 6

Windows ...................................................................................................................... 6

Mac .............................................................................................................................. 8

Step 2: Updating Your Receiver ................................................................ 12

You Will Need ............................................................................................................ 12

Before You Start ........................................................................................................ 12

Updating Your Receiver............................................................................................. 13

After You Update ....................................................................................................... 24

Troubleshooting ........................................................................................ 25

Downloading and Installing ........................................................................................ 25

Updating Your Receiver............................................................................................. 28

Options and Features ............................................................................... 42

Windows .................................................................................................................... 42

Mac ............................................................................................................................ 43

Contact Dexcom ....................................................................................... 44

Technical Support ...................................................................................................... 44

Sales Support ............................................................................................................ 44

Warranty ................................................................................................... 45

Glossary ................................................................................................... 46

Index ......................................................................................................... 47


Welcome 3

Welcome

What is Dexcom Update?

Dexcom Update lets you update your Dexcom receiver software. This is similar to doing

software updates for your computer. It’s good to keep current.

Note: Images in this document are for reference only. Your product may differ.

Update in 2 Steps

1. Download and install the tool on your Windows® or Mac® computer.

2. Update your receiver.

What Do I Need to Use This Tool?

• Dexcom receiver

• Dexcom-supplied USB cable

• Windows or Mac computer with Internet access


Indications and Precautions 4

Indications and Precautions

Indications for Use

Dexcom Update is a software program that allows users to update Dexcom receiver

software using a computer with Internet access.

Precautions

• DO NOT update your receiver with the Update Tool during a sensor session.

Updating the receiver will end an active sensor session and you will not get glucose

readings and alerts. Update your receiver after your sensor session ends, or use

your receiver to stop the session.

• If you use Dexcom’s diabetes management software to view your data, use it

to download your receiver data before using the Update Tool.

Updating your receiver software using this tool will permanently erase all stored data

from the receiver.

• DO fully charge your receiver's battery before using the Update Tool.

• DO NOT use an updated receiver until you set your alerts.

Updating your receiver software with this tool will reset your alert settings and

transmitter ID to the factory default settings and you will not receive alerts that are

turned off in the default setting.

• DO NOT shut down your computer or force it into “hibernate,” “sleep,” or

“stand-by” mode during an update.

If you are using a laptop, do not close the laptop. Doing so can interrupt the update,

and your receiver may not function. You may not get glucose readings and alerts.

• DO NOT disconnect your receiver from your computer during an update.

Doing so can interrupt the update, and your receiver may not function. You may not

get glucose readings and alerts.


System Requirements 5

System Requirements

A list of compatible operating systems is available at:

Operating System Compatibility List

Administrator rights are required to install the tool.

Windows Minimum Requirements

• Minimum display screen resolution: 1024 x 768 Higher resolution may be needed if you choose a larger font size.

• 32-bit color

• 1 GHz Pentium Processor or equivalent

• 500 MB free RAM

• Mouse, Trackpad or another pointing device

• USB 2.0 port

• Internet connection of at least 56 Kb/s

• Microsoft® .NET Framework 4.5.1. If you don’t already have Microsoft® .NET Framework 4.5.1 installed on your PC, a copy is available as part of the Update Tool installation. Before installing Microsoft® .NET Framework 4.5.1, you must:

o Have Windows Installer 3.1 or later installed

o Have 850 MB free hard drive space (2 GB on a 64-bit OS)

o Install all the latest Service Packs (SPs) and critical updates that apply to your operating system. .

Mac Minimum Requirements

• Minimum display screen resolution: 800 x 600

• MacOS (formerly OS X) 10.11 (El Capitan) or later

• Internet connection of at least 56 Kb/s

• Mouse, Trackpad or another pointing device

• 256 MB free RAM

• USB 2.0 port

• 100MB free hard drive space

Operating%20System%20Compatibility%20List


Step 1: Downloading and Installing 6

Step 1: Downloading and Installing

You Will Need

• Personal computer

• Internet connection

Internet and Computer

Windows

1. Go to dexcom.com/update-tool.

2. Select the Update Tool link.

3. You may need to sign in with your Dexcom account.

Create a new account if needed.

4. Continue to this screen.

5. Select Download for Windows.

6. Select Run setup.exe.

http://www.dexcom.com/update-tool



7. Select Install.

8. Wait while the tool installs.



9. Select Finish. All done! The tool is ready to use.

Mac

1. Go to dexcom.com/update-tool.

2. Select the Update Tool link.

3. You may need to sign in with your Dexcom account. Create a new account if

needed.

4. Continue to this screen.

http://www.dexcom.com/update-tool



5. Select Download for Mac.

6. Open DexcomUpdate.dmg file once downloaded.

7. Select Continue.

8. If a Dexcom receiver is connected, you are asked to disconnect it while installing.



9. Select Continue.

10. Select Install.

11. If you are asked to restart your computer after installation, first save all open

documents. Select Continue Installation.



12. If asked, enter your administrator username and password.

13. Select either Close or Restart to finish installing.


Step 2: Updating Your Receiver 12

Step 2: Updating Your Receiver

You Will Need

• Receiver

• Dexcom-supplied USB cable

• Personal computer with Internet access and Update Tool installed

• Authorization code, if needed

Before You Start

• Make sure your receiver is charged.

• Upload your receiver data to Dexcom Studio or Dexcom Clarity before using the

Update Tool.

Precaution: If you use Dexcom’s diabetes management software to view your

data, use it to download your receiver data before using the Update Tool.

Updating your receiver software using this tool will permanently erase all stored data

from the receiver.

• Close all Dexcom computer applications (for example, Dexcom diabetes

management software).



Updating Your Receiver

1. Open the Update Tool from your desktop.

2. Read the software license agreement. Select YES, then OK to accept.

If the software license agreement does not appear, go to step 3.

Windows

Mac



3. Attach your receiver to your computer using the Dexcom-supplied USB cable.

Windows

Mac



4. Once your receiver is connected, the tool checks for updates.

Windows

Mac

Note: Some versions of the Dexcom receiver cannot be updated when connected to

a USB 3.0 port. If your receiver is not compatible with USB 3.0 ports, you will be

notified before beginning your receiver update.

USB ports are marked with the following symbols:

5. If an update is available, you see a description.

Select an update, or select More Info for details.

Windows



Mac



6. If there are no updates, this screen appears. You can check again later.

Windows

Mac



7. If an authorization code is needed, this screen appears.

Authorization codes are single-use 12-character codes. If needed, you receive an

authorization code directly from Dexcom.

Enter the code, then select OK.

Windows

Mac



8. Wait while files are downloaded.

Windows

Mac



9. Select Read Consent.

Windows

Mac



10. Read and check each statement. Select Start Update.

Windows

Mac

Precaution: DO NOT disconnect your receiver from your computer during an

update. Doing so can interrupt the update, and your receiver may not function. You

may not get glucose readings and alerts.

Note: Your receiver is not functional while updating. It will reboot several times and

display different screens. Do not press receiver buttons or enter anything on your

computer keyboard. You must complete the update once started or your receiver

may not function.



11. Wait while your software updates.

Windows

Mac



12. The update is verified.

Windows

Mac



13. When the update is complete, this screen appears. Select Finished.

You can now detach your receiver.

Windows

Mac

After You Update

Set up your receiver. Follow the instructions on your receiver to pair it with your

transmitter and set your alerts.


Troubleshooting 25

Troubleshooting

Downloading and Installing

Issue Possible Solution

I’m not sure I have a Dexcom

account.

You can create an account at

dexcom.com/update-tool-faq.

However, you can use the Update Tool

without having a Dexcom account.

I forgot my login. Go to dexcom.com/update-tool-faq.

I forgot my password. Go to dexcom.com/update-tool-faq.

My antivirus won’t let Dexcom

Update install.

1. Disable your antivirus and firewall.

2. Try installing the Update Tool again.

3. Enable your antivirus and firewall after

installing the Update Tool.

My desktop has multiple Dexcom

Update icons.

Delete the icon from the previous version.

I can’t connect to the Dexcom

website.

Check your Internet connection. If you can

access other websites but not Dexcom, we

may be experiencing network issues.

Please try again later.

http://www.dexcom.com/update-tool-faq




Troubleshooting 26

Mac 10.13 Users Only

Dexcom Update doesn’t appear in

the Applications folder.

Remove all references to Dexcom Update

and reinstall.

1. Click the Spotlight Search magnifying

glass on the menu bar.

2. Type “Dexcom Update.”

3. Click “Show all in Finder.”

4. Delete all Dexcom Update items.

5. Reinstall Dexcom Update from the

installer (DexcomUpdate.dmg).


Troubleshooting 27

Mac 10.13 Users Only

I see a popup telling me a system

extension is blocked.

1. Open the System Preferences.

2. Select the “Security & Privacy” option.

3. Select the “Allow” button on the bottom of

the screen.

Note: The "Allow" button is only

highlighted for 30 minutes after the dialog

in step 1 is shown. Re-attaching the

receiver should allow it to re-enable.

4. Click the checkboxes for both Dexcom

and SweetSpot Diabetes.

Note: SweetSpot Diabetes will only

appear if you’re using the Clarity Clinic

Portal.

5. Restart your Mac.


Troubleshooting 28

Updating Your Receiver


There are no available updates.

Windows

Mac

You can check back at any time to see if

updates are available.

Note: Some updates may not be

available for all receivers. For example,

updates could be just for adult receivers

(and not pediatric receivers). Or, just for

receivers sold internationally (and not

those sold in the US).

(Continued on next page)


Troubleshooting 29

Updating Your Receiver (continued from previous page)


The tool doesn’t “see” my receiver.

The tool says, “Please attach your

Dexcom receiver,” even after the receiver

is connected.

1. Disconnect the receiver from the

computer.

2. Reset the receiver.

If you have a non-touchscreen

receiver:

a. Locate the small hole on the

back of the receiver.

b. Press the button in this hole with

the end of a paperclip until the

receiver buzzes, or for 15

seconds.

OR

If you have a touchscreen receiver:

a. Press and hold the Power

Button for 10 seconds, then

release.

b. Press the button again for 2

seconds.

3. Reconnect the receiver to the

computer.

If there are still issues, all Technical

Support at 1-877-339-2664. Available 24

hours a day, 7 days a week.



Troubleshooting 30



The tool says, “receiver detached during update.”

1. Disconnect the receiver from the computer.

2. Select OK.

3. Select Start Over.


If you have a non-touchscreen receiver:

a. Locate the small hole on the back of the receiver.

b. Press the button in this hole with the end of a paperclip until the receiver buzzes or for 15 seconds.

OR


a. Press and hold the Power Button for 10 seconds, then release.

b. Press the button again for 2 seconds.

1. Reconnect the receiver to the computer.

One of 2 things will happen:

1. The “Please choose your update window” will appear.

a. Continue to Updating Your Receiver, step 5..

OR

2. The update will start over automatically.



Troubleshooting 31



The Update Tool says, “Could not find a

port for Dexcom receiver.”


2. Select OK.






OR





The receiver says “Call Tech Support.” Call Technical Support at 1-877-339-

2664. Available 24 hours a day, 7 days a

week.



Troubleshooting 32



The Update Tool says “Verification

Failed.”


2. Select OK.






OR




1. Reconnect the receiver to the

computer.

2. Continue to Updating Your

Receiver, step 5.

If the Update Tool says ‘Verification

Failed’ again, call Technical Support at

1-877-339-2664. Available 24 hours a

day, 7 days a week.



Troubleshooting 33



I want to update multiple receivers. Update one receiver at a time.

Wait until the Update Tool shows the “All

Done, Congratulations” screen for one

receiver before updating the next

receiver.

You don’t need to reinstall the software or

use a different computer for each

receiver.

I want to stop an update.

Precaution:

• DO NOT shut down your computer,

or force it into “hibernate,” “sleep,”

or “stand-by” mode during an

update. If you are using a laptop, do

not close the laptop. Doing so can

interrupt the update, and your receiver

may not function. You may not get

glucose readings and alerts.

• DO NOT disconnect your receiver

from your computer during an

update. Doing so can interrupt the

update, and your receiver may not

function. You may not get glucose

readings and alerts.

Don’t stop an update.

After accepting the consent terms and

selecting “Start Update,” you must

complete the update process.



Troubleshooting 34



I want to put my computer into hibernate,

sleep, or standby during an update (or, I

did this by mistake).

Precaution: DO NOT shut down your

computer or force it into “hibernate,”

“sleep,” or “stand-by” mode during an

update. If you are using a laptop, do not

close the laptop. Doing so can interrupt

the update, and your receiver may not

function. You may not get glucose

readings and alerts.

The update will fail.

To restart the update:

1. Bring your computer out of

hibernate, sleep, or stand-by.

2. If the Update Tool displays an error

message, follow its directions.

3. If there is no error message, call

Technical Support at 1-877-339-2664.

Available 24 hours a day, 7 days a

week.



Troubleshooting 35



I want to log off or shut down my computer during an update (or, I did this by mistake).

Precaution: DO NOT shut down your computer or force it into “hibernate,” “sleep,” or “stand-by” mode during an update. If you are using a laptop, do not close the laptop. Doing so can interrupt the update, and your receiver may not function. You may not get glucose readings and alerts.

The update will fail. To restart the update:

1. Restart your computer.

2. Open Dexcom Update.






OR


c. Press and hold the Power Button for 10 seconds, then release.

d. Press the button again for 2 seconds.


One of three things will happen:

• The update may start over automatically.

• The “Error Updating Receiver” screen appears. Select OK and the update will start over.

• The “Please choose your update” screen appears. Continue to Updating Your Receiver, step 5.



Troubleshooting 36



The Update Tool says, “Another copy of

this application is already running.”

1. Select OK to close out of this error

message (you may have to select OK

in multiple places).

2. Locate the Dexcom Update window

(“Dexcom Update” in the title).

3. Continue with the update.

The Update Tool says that Dexcom's

diabetes management software is

running.

You cannot use Dexcom's diabetes

management software (e.g. Dexcom

STUDIO) and the Update Tool at the

same time.

To continue:

1. Select OK to close out of this error

message.

2. Locate the Dexcom diabetes

management software window and

close it.

3. Open Dexcom Update again and

continue with the update.



Troubleshooting 37



I lost my Internet connection while

updating.

The Update Tool will inform you if this

happens. You can resume the update

once your Internet connection is back.

If your Internet connection is lost, you will

see this screen:

Windows

Mac

Follow these steps:

1. Verify your connection by launching

your browser and going to

dexcom.com.

2. If you cannot get to dexcom.com,

you may have a problem with your

Internet connection.

OR

If you can get to dexcom.com, but

the Update Tool cannot contact the

Dexcom servers, call Technical

Support at


day, 7 days a week.

The “Enter Authorization Code” window

shows an error

Error messages you see may include:

“Invalid Authorization Code. Only

numbers 0-9 and letters A-F”

“Authorization Code not found”

“Authorization Code is for a different

update than the one selected”

“Authorization Code already used”

Make sure you have entered the

authorization code correctly.

Enter the code exactly as provided.

If you still receive an error message, call

Technical Support at


day, 7 days a week.


http://www.dexcom.com/


Troubleshooting 38



The receiver shows ****ASSERT****

during an update, which causes the

update to fail.

OR

The Update Tool displays:

Certain versions of the Dexcom receiver

cannot be update when connected to a

USB 3.0 port.

1. Disconnect the receiver from the

computer.





OR




3. Connect the receiver to a USB 2.0

port or external USB 2.0 hub.

4. Select OK.

5. Check all the boxes on this

window, then select Start Update.



Troubleshooting 39



6. The update starts, then shows this

error. Select OK.

7. Click Start Over on the page asking

you to call Technical Support.


9. Select OK on this window.

10. Update resumes for the previously

selected firmware.

If you are unable to resolve this issue,

call Technical Support at


day, 7 days a week.

Reconnecting to the receiver failed.

Make sure the connection to the receiver

is secure.

1. Disconnect then reconnect the

receiver to the computer

2. Retry the update.



Troubleshooting 40



This screen appears when there is a

communication error.

Please select Start Over.

This screen appears when there is an

internal error.

Select OK restart the update

The receiver progress bar is displayed for

too long.

The receiver appears to be stuck.

However, during some updates the

progress bar will remain active for up to

13 minutes.

Please wait for the Welcome screen to

appear.



Troubleshooting 41



The application fails to recognize the

receiver despite the being attached to the

host.

Windows

Mac

Detach and reattach the receiver.


Options and Features 42

Options and Features

Windows

Menu Option Description

Options Application

Font Size

Default font size: 16. You can change the size at any

time.

Help About Displays information about the software version you are

using:

Online Help Takes you to the Dexcom website, where help is

available.

Software

License

Agreement

Displays the Software License Agreement. Check Yes

and select OK to agree.

If you check No and select OK, you will exit the software.

The next time you open the tool, you will need to agree to

the terms before you can continue.


Options and Features 43

Mac

Menu Option Description

Dexcom

Update

About

Dexcom

Update

Displays information about the software version you are

using.

Help Online Help Selecting this option will take you to the Dexcom website,

where online help is available.

Software

License

Agreement

Displays the Software License Agreement. Select the OK

button to return to the previous screen

If you select Cancel, you will exit the software. The next

time you open/run the software, you will need to agree to

the terms again before you can begin running the software.


Contact Dexcom 44

Contact Dexcom

Dexcom, Inc.

6340 Sequence Drive

San Diego, CA 92121 USA

dexcom.com

Technical Support

Product questions and troubleshooting issues. Technical Support does not offer medical

advice.

1-877-339-2664

[email protected]

24 hours a day, 7 days a week

Sales Support

Help with first-time orders, re-orders, tracking shipments, or locating a Dexcom

representative in your area

1-877-339-2664

[email protected]

24 hours a day, 7 days a week



Warranty 45

Warranty

Use of each of Dexcom Update and the receiver software is at all times subject to the

terms and conditions of the receiver Update Tool’s End User License Agreement. To

view this agreement, open Dexcom Update. Then, under the Help menu, select

Software License Agreement.


Glossary 46

Glossary

Receiver Part of the Dexcom Continuous Glucose Monitoring System.

(Other parts include the sensor and the transmitter.)

Receiver software The software on your receiver updated by Dexcom Update.

Update Tool

Setup Wizard

Walks you through the process of installing Dexcom Update on

your computer.

Software update A software update gives you the latest software. Dexcom

Update lets you put software updates onto your receiver.

Receiver Setup

Wizard

A program that helps you set up your receiver. The Setup

Wizard will launch after you update your receiver with software

updates.

Dexcom's

diabetes

management

software (e.g.

Dexcom Studio)

A program you can run on your computer that downloads

receiver data. If you use Dexcom's diabetes management

software, you should download your data before updating your

receiver. Also, Dexcom's diabetes management software needs

to be closed before you use the Update Tool.

USB cable Attaches your receiver to your computer. Only use the cable

that came with your receiver.

© 2018 Dexcom, Inc. All rights reserved. LBL012445 Rev 005

Dexcom, Inc.

3640 Sequence Drive

San Diego, CA 92121

USA

1.858.200.0200

1.877.339.2664

dexcom.com

Index

About, 39

Administrator rights, 5

authorization code, 18, 35

Dexcom account, 6, 8, 25

Dexcom diabetes management software, 12, 34

font size, 5, 39

Help

Contact, 41

Online, 40

Option, 39, 40

Warranty, 42

Internet connection, 6

Requirements, 5

Troubleshooting, 25, 35

login, 25

Options, 39

password, 25

USB, 3, 14

Cable, 43

Port, 15, 36

Requirements, 5


Dexcom Update Tool Instructions For UseRev+0… · Dexcom Update Instructions for Use Indications...

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Transcript of Dexcom Update Tool Instructions For UseRev+0… · Dexcom Update Instructions for Use Indications...