Skip to main content
iPhone 16 (for t:connect and Tandem Mobi mobile apps) and Pixel 9 (for t:connect mobile app) have been added to our list of compatible devices.
English (CA) Español Français (Canada)
  1. Support
  2. Mobile App & Web Platform
  3. t:connect Mobile App
  4. Troubleshooting

Search

t:connect mobile app error: unable to reach the cloud

This error appears when your mobile device is unable to connect with our cloud server. To fix this issue, try the following steps:

Before following the below troubleshooting tips, please ensure that 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: 

  1.  From the t:connect mobile app go to Settings > About 
  2. Application version should be 1.5 or higher 

To manually update your iOS app: 

  1. Open the App Store® 
  2. Tap your profile icon at the top of the screen 
  3. 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: 

  1. Open the Google Play app 
  2. At the top right, tap the profile icon 
  3. Tap Manage apps & devices 
  4. 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

mceclip0.png  mceclip1.png

 

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.

App Store is a registered trademark of Apple Inc.

Google Play and the Google Play logo are trademarks of Google LLC.