Update Tool
Welcome... 3 What is the Dexcom Update Tool?... 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... 26 Options and Features...40 Windows... 40 Mac... 41 Contact Dexcom...42 Technical Support... 42 Sales Support... 42 Warranty...43 Glossary...44 Index...45 2
Welcome What is the Dexcom Update Tool? The Dexcom Update Tool 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 Welcome 3
Indications and Precautions Indications for Use The Dexcom Update Tool 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. Indications and Precautions 4
System Requirements A list of compatible operating systems is available at dexcom.com/update-tool-compatibility. 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. This includes update KB959209 (to address application compatibility issues) and update KB967190 (to address an XPS document file association issue if you are using a Windows Vista 64-bit system). Mac Minimum Requirements Minimum display screen resolution: 800 x 600 MacOS (formerly OS X) 10.8.5 (Mountain Lion) 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 System Requirements 5
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. Step 1: Downloading and Installing 6
7. Select Install. 8. Wait while the tool installs. Step 1: Downloading and Installing 7
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. Step 1: Downloading and Installing 8
5. Select Download for Mac. 6. Open Dexcom Update.dmg file once downloaded. 7. Select Continue. 8. If a Dexcom receiver is connected, you are asked to disconnect it while installing. Step 1: Downloading and Installing 9
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. Step 1: Downloading and Installing 10
12. If asked, enter your administrator username and password. 13. Select either Close or Restart to finish installing. Step 1: Downloading and Installing 11
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). Step 2: Updating Your Receiver 12
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 Step 2: Updating Your Receiver 13
3. Attach your receiver to your computer using the Dexcom-supplied USB cable. Windows Mac Step 2: Updating Your Receiver 14
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: Step 2: Updating Your Receiver 15
5. If an update is available, you see a description. Select an update, or select More Info for details. Windows Mac Step 2: Updating Your Receiver 16
6. If there are no updates, this screen appears. You can check again later. Windows Mac Step 2: Updating Your Receiver 17
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 Step 2: Updating Your Receiver 18
8. Wait while files are downloaded. Windows Mac Step 2: Updating Your Receiver 19
9. Select Read Consent. Windows Mac Step 2: Updating Your Receiver 20
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. Step 2: Updating Your Receiver 21
11. Wait while your software updates. Windows Mac Step 2: Updating Your Receiver 22
12. The update is verified. Windows Mac Step 2: Updating Your Receiver 23
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. Step 2: Updating Your Receiver 24
Troubleshooting Downloading and Installing Issue I m not sure I have a Dexcom account I forgot my login. I forgot my password. I can t connect to the Dexcom website. Possible Solution You can create an account at dexcom.com/update-tool-faq. However, you can use the Update Tool without having a Dexcom account. Go to dexcom.com/update-tool-faq. Go to dexcom.com/update-tool-faq. Check your Internet connection. If you can access other websites but not Dexcom, we may be experiencing network issues. Please try again later. Troubleshooting 25
Updating Your Receiver Issue There are no available updates. Windows Possible Solution 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). Mac (Continued on next page) Troubleshooting 26
Updating Your Receiver (continued from previous page) Issue The tool doesn t see my receiver. The tool says, Please attach your Dexcom receiver, even after the receiver is connected. Possible Solution 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. (Continued on next page) Troubleshooting 27
Updating Your Receiver (continued from previous page) Issue The tool says, receiver detached during update. Possible Solution 1. Disconnect the receiver from the computer. 2. Select OK. 3. Select Start Over. 4. 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. 1. Reconnect the receiver to the computer. One of 2 things will happen: 1. The Please choose your update window will appear. OR a. Continue to Updating Your Receiver, step 5.. 2. The update will start over automatically. (Continued on next page) Troubleshooting 28
Updating Your Receiver (continued from previous page) Issue The Update Tool says, Could not find a port for Dexcom receiver. Possible Solution 1. Disconnect the receiver from the computer. 2. Select OK. 3. Select Start Over. 4. 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. 5. Reconnect the receiver to the computer. The receiver says Call Tech Support. Call Technical Support at 1-877-339-2664. Available 24 hours a day, 7 days a week. (Continued on next page) Troubleshooting 29
Updating Your Receiver (continued from previous page) Issue The Update Tool says Verification Failed. Possible Solution 1. Disconnect the receiver from the computer. 2. Select OK. 3. Select Start Over. 4. 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. 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. (Continued on next page) Troubleshooting 30
Updating Your Receiver (continued from previous page) Issue I want to update multiple receivers. 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. Possible Solution 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. Don t stop an update. After accepting the consent terms and selecting Start Update, you must complete the update process. (Continued on next page) Troubleshooting 31
Updating Your Receiver (continued from previous page) Issue 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. Possible Solution 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. (Continued on next page) Troubleshooting 32
Updating Your Receiver (continued from previous page) Issue 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. Possible Solution The update will fail. To restart the update: 1. Restart your computer. 2. Open the Dexcom Update Tool. 3. Disconnect the receiver from the computer. 4. 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: c. Press and hold the Power Button for 10 seconds, then release. d. Press the button again for 2 seconds. 5. Reconnect the receiver to the computer. 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. (Continued on next page) Troubleshooting 33
Updating Your Receiver (continued from previous page) Issue The Update Tool says, Another copy of this application is already running. The Update Tool says that Dexcom's diabetes management software is running. Possible Solution 1. Select OK to close out of this error message (you may have to select OK in multiple places). 2. Locate the Dexcom Update Tool window ( Dexcom Update in the title). 3. Continue with the update. 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 the Dexcom Update Tool again and continue with the update. (Continued on next page) Troubleshooting 34
Updating Your Receiver (continued from previous page) Issue 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 Possible Solution 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 1-877-339-2664. Available 24 hours a 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 1-877-339-2664. Available 24 hours a day, 7 days a week. (Continued on next page) Troubleshooting 35
Updating Your Receiver (continued from previous page) Issue The receiver shows ****ASSERT**** during an update, which causes the update to fail. OR The Update Tool displays: Possible Solution Certain versions of the Dexcom receiver cannot be update when connected to a USB 3.0 port. 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. 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. (Continued on next page) Troubleshooting 36
Updating Your Receiver (continued from previous page) Issue Possible Solution 6. The update starts, then shows this error. Select OK. 7. Click Start Over on the page asking you to call Technical Support. 8. Reset the receiver. 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 1-877-339-2664. Available 24 hours a 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. (Continued on next page) Troubleshooting 37
Updating Your Receiver (continued from previous page) Issue This screen appears when there is a communication error. Possible Solution 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. (Continued on next page) Troubleshooting 38
Updating Your Receiver (continued from previous page) Issue The application fails to recognize the receiver despite the being attached to the host. Windows Possible Solution Detach and reattach the receiver. Mac Troubleshooting 39
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 Software License Agreement Takes you to the Dexcom website, where help is available. 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 40
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. Options and Features 41
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 TechSupport@dexcom.com 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 CustomerService@dexcom.com 24 hours a day, 7 days a week Contact Dexcom 42
Warranty Use of each of the Dexcom Update Tool 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 the Dexcom Update Tool. Then, under the Help menu, select Software License Agreement. Warranty 43
Glossary Receiver Receiver software Update Tool Setup Wizard Software update Receiver Setup Wizard Dexcom's diabetes management software (e.g. Dexcom Studio) USB cable Part of the Dexcom Continuous Glucose Monitoring System. (Other parts include the sensor and the transmitter.) The computer program that directs the functioning of the receiver. This is what the Dexcom Update Tool updates. Walks you through the process of installing the Dexcom Update Tool on your computer. A software update gives you the latest software. The Dexcom Update Tool lets you put software updates onto your receiver. A program that helps you set up your receiver. The Setup Wizard will launch after you update your receiver with software updates. 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. Attaches your receiver to your computer. Only use the cable that came with your receiver. Glossary 44
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, Inc. 3640 Sequence Drive San Diego, CA 92121 USA 1.858.200.0200 1.877.339.2664 dexcom.com 2017 Dexcom, Inc. All rights reserved. LBL012445 Rev 004