The Tandem Device Updater doesn’t detect my device or the Continue button is grayed out, even though the pump is connected to my computer. What should I do? (t:slim X2 insulin pump)

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First, let’s make sure your system is compatible and up-to-date. 

  • Ensure your computer meets the system requirements, found here. 
    • Please Note: Chromebooks and other tablets are not compatible with the Tandem Device Updater. 
  • Ensure you are using the most up-to-date version of the Tandem Device Updater. If you aren’t sure, uninstall the Tandem Device Updater from your computer and re-install the latest version here. 

 

Next, we will check 3 components to determine where the issue is: 

1) The USB Cable 

  • Make sure you are using the Tandem USB Cable. 
  • Try swapping out the cable you are using with a different USB Cable. 

2) The Computer 

  • Try plugging the cable into a different USB Port on your computer (for desktop PCs, try a USB port on the back of your computer tower). 
  • Close any other diabetes management programs that may be running. 
  • Disconnect other USB devices from your computer. 
  • Restart your computer. 
  • Check your computer for available system updates. 
  • Try a different compatible computer. 

3) The t:slim X2 Pump 

  • If the above steps did not resolve the issue, please Contact Us for further troubleshooting. 
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