If you see any of the following error messages on your t:connect mobile app, you can attempt to resolve the issue on your own by completing each of the steps below:
Error Messages
- Bluetooth is Off
- Could Not Connect to t:slim pump
- Could Not Retrieve Data
- Unable to Reach Pump
- No Pumps available nearby
- Pump Connection Lost
Important connectivity information:
- If the Bluetooth connection between the pump and the t:connect mobile app is lost, the t:connect mobile app will not display current insulin pump information and cannot be used to request a bolus.
- To help maintain the wireless connection between the insulin pump and the t:connect mobile app, it is recommended the smartphone running the t:connect mobile app is within 20 feet of the compatible insulin pump.
- If there are connection issues with your pump and mobile app, ALWAYS use the information on your pump to make diabetes therapy decisions.
Quick Tips to Resolve Issue for All Devices:
- Turn your phone’s Bluetooth functionality on again
- For iOS only: Check to see if your pump shows as “Connected” or “Not Connected” in your phone’s Bluetooth menu. (Phone Settings > Bluetooth > view under My Devices). If it shows as “Not Connected”, tap on your pump in the Bluetooth menu list to get the device to reconnect.
- Ensure that your pump is within range of your mobile device (within line-of-sight, , and without any obstruction between the two, including body parts).
- Force quit/close out of the t:connect mobile app, then try launching the app again
- To Force Quit on iOS devices: Double tap the Home button or swipe up from the bottom and hold. Find the t:connect mobile app and swipe up to close.
- To Force Close on Android devices: Open Settings> Application Manager > Scroll to t:connect > tap Force Stop
- Sign out of the app, then sign back in and complete the pairing process again
- Try uninstalling then reinstalling the app
- Try “forgetting” your pump from your phone’s Bluetooth menu, then go through the pairing process again on the mobile app
- Reboot your mobile device
Note: If you experience any problems with the pairing process, please try repeating the process from the beginning, as that seems to resolve most issues.
Cloud Error
Before attempting to troubleshoot, be sure you are on version 1.5 or later of the t:connect mobile app. You must be on version 1.5 or later in order to connect with the cloud server.
To check your current version:
- From the t:connect mobile app go to Settings > About
- Application version should be 1.5 or higher
To manually update your iOS app:
- Open the App Store®
- Tap your profile icon at the top of the screen
- Scroll to see pending updates and release notes. Tap Update next to the t:connect mobile app to update to the latest version.
To manually update your Android app:
- Open the Google Play app
- At the top right, tap the profile icon
- Tap Manage apps & devices
- Find the t:connect mobile app and tap update
Already updated your app? Please try the following troubleshooting tips:
- Ensure you have a stable internet connection
- If you are not connected to WiFi, please ensure that you have enabled Data for the t:connect app:
- For iOS devices, you can check this by going into Settings> scroll to t:connect > Cellular Data (toggle ON)
- For Android devices, you can check this by going into Settings > Data usage> Scroll to t:connect > Restrict app background data (toggle OFF)
- Try connecting to a different wireless network
- Force quit/close out of the mobile app, then relaunch the mobile app
- To Force Quit on iOS devices: Double tap the Home button or swipe up from the bottom and hold. Find the t:connect mobile app and swipe up to close.
- To Force Close on Android devices: Open Settings> Application Manager > Scroll to t:connect > tap Force Stop
- **Please note that steps may vary slightly based on iOS/Android version
- Sign out of the app and sign back in
- Please note that you will need to pair your pump again to the mobile application
- Restart your mobile device
- If you are not connected to WiFi, please ensure that you have enabled Data for the t:connect app:
Note: If you experience any problems with the pairing process, please try repeating the process from the beginning, as that seems to resolve most issues.
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