Troubleshooting your Cadence blood glucometer

Managing your blood glucose levels is a critical part of living with Type 2 Diabetes, and your blood glucometer is a key tool in this process. However, like any device, you might occasionally run into issues.

Below, we’ll walk you through common problems and simple solutions to get your glucometer working correctly again.

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Device won’t power on 

To power on the device, press and hold the “Home” button until the meter turns on. If your glucometer isn’t turning on, try the following:

• Check the battery charge: If your device won’t turn on, the most common cause is a low or dead battery.
  • Plug the charger into the USB port located at the bottom of the meter and connect it to a power outlet.
  • The screen will light up, and a blue light will appear while the battery is charging.
  • It may take 2-3 hours for a full charge.
  • Ensure the device is fully charged before use.

• Hard reset the device: If charging the battery doesn’t work, the next step is to hard reset of your device. Follow these steps:
  • Remove the back cover: Gently insert a coin or the edge of a flat tool into the groove near the bottom of the meter, and carefully lift off the back cover.
  • Take out the battery: Remove the battery and wait for at least 60 seconds to reset the device.
  • Reinsert the battery: Put the battery back in, making sure the metal contacts line up, and securely replace the cover.
  • Turn the meter back on: Hold down the “Home” button in the middle of your meter for about 10-15 seconds. The screen should light up.
  • Check for Standby Mode: Once the screen turns on, make sure you see “Standby Mode” at the top. If you do, your device is ready to use again.

• Replace the battery: If the device still doesn’t turn on after charging and resetting, you may need to replace the battery. Follow these steps:
  • Open the back cover of the glucometer by inserting a screw driver or coin into the groove near the bottom of the cover and lift it off.
  • Remove the old battery and dispose of it properly, following local regulations for battery disposal.
  • Insert a new lithium-ion battery (3.7V, 1000mAh) into the compartment, ensuring the metal contacts on the battery align with the metal pins in the compartment.
  • Close the back cover securely and charge the device as usual.
  • By replacing or charging the battery, you should resolve any power-related issues with your device.

If you try these steps and your device still won’t power on, please call the Cadence Care Team at 855-613-0778. If you are experiencing an emergency, please call 911 or go to the nearest emergency room.

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Fixing a test strip error

Test strip error messages occur for a few different reasons, but it’s typically easy to fix. Here’s what to do if you encounter a test strip error: 

• Restart your meter: Sometimes, simply restarting your device can fix the issue. Turn your meter off by holding the “Home” button for a few seconds, then turn it back on and try testing again.
• Make sure the strip is in the right way: Double-check that you’ve inserted the test strip with the correct side facing up. The side with the little window should be facing you. Push it all the way in until you feel it click.
• Use a fresh strip: If the error still appears, the strip may be damaged. Take it out, throw it away, and try again with a new strip from the vial. Make sure to close the vial tightly after taking out a strip so the rest stay fresh.
• Only use iGlucose strips: Be sure you’re using the test strips that came with your meter. Other brands might not work correctly and could cause errors. Stick with the iGlucose strips for the best results.
• Let the strips adjust to room temperature: If your test strips or meter have been in a very hot or cold place, like a car or near a window, they might not work right away. Give them about 45 minutes to come back to room temperature before testing again.

If you try these steps and still see an error, please call the Cadence Care Team at 855-613-0778. If you are experiencing an emergency, please call 911 or go to the nearest emergency room.

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Fixing an auto-coding error

An Auto Coding Error happens when the meter has trouble reading the code from the test strip. Follow these steps to fix it:

• Restart your meter: First, turn off your device by holding the “Home” button for a few seconds. Wait a moment, then turn it back on and try testing again.
• Use a new test strip: The error might be caused by a faulty test strip. Take out the current strip, discard it, and try again with a fresh iGlucose test strip. Be sure the strip is inserted correctly, with the side with the window facing up. Push it all the way in until you feel it click.
• Let the meter adjust to room temperature: If your meter or test strips have been in a place that’s too hot or cold, give them about 45 minutes to reach room temperature, then try again.

If the error persists, please contact the Cadence Care Team at 855-613-0778. If you are experiencing an emergency, please call 911 or go to the nearest emergency room.

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Transmission issues 

If your device is experiencing signal issues or you aren’t receiving confirmation texts to your cell phone, try taking these steps:

• Move to an area with better signal: Find a spot closer to a window or on a higher floor for stronger reception. You can also check your phone to see how strong the signal is in that area.
• Restart your meter: Turn off the meter by holding the “Home” button for a few seconds, then wait a moment and turn it back on.
• Retake your measurement: Once your meter is back on, try testing again.

If you still have issues after trying these steps, please call the Cadence Care Team at 855-613-0778 for further help. If you are experiencing an emergency, please call 911 or go to the nearest emergency room.

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Using the Control Solution

The little blue and white bottle that comes with your device is called Control Solution. It helps you make sure your meter and test strips are working properly.

You should only need to use the Control Solution when you open a new bottle of test strips—and you only need to test one strip.

Here’s how to use the Control Solution:

• Go to settings: Turn on your device and click on the “Settings” button.
• Find the control solution option: Use the down arrow to scroll to #4, labeled “Control Solution.”
• Select control solution mode: Press the middle “Home” button to choose this option. The screen should say, “Control solution only, do not test blood.”
• Insert a strip: Once the strip is inserted, the screen will prompt you to “apply a drop of control solution.”
• Apply the Control Solution: Add 2-3 drops of the Control Solution to the tip of the strip.
• Check the result: The number on the screen should match the range printed on the outside of the test strip bottle.some text
  • If the number is within the range, your strips are good to use.
  • If the number is not within range, discard the bottle of strips and open a new one to test.

If you have any questions or trouble using the Control Solution, call the Cadence Care Team at 855-613-0778 for help.

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All error messages

• Test Strip Issue – Test strip error, please check strip and re-insert
• Low Blood Sample – Low blood volume, please insert new strip and retest
• Meter Malfunction – Device malfunction, please test with control solution
• Damaged Test Strips – Used or damaged strip, please insert new strip
• Blood Sample Irregularity – Sampling error, please insert new strip and retest
• Meter Calibration Issue – Auto-Coding error, please call customer service
• Abnormal Signal – Device detects an abnormal signal while testing
• Battery Power – Full battery icon | Low battery icon
• Hypo/Hyper Display Message – "Lo" <20 mg/dl and/or "Hi" 600 mg/dl
• Temperature Message (Hot or Cold) – Temperature error, operating temperature Below 50°F (10°C) - 104°F (40°C)

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Any information provided on this website is intended for general educational purposes and is not intended to be medical advice. You should always consult with your own medical provider about your health and medical questions and never rely on this or any other website alone to make medical decisions. Do not delay seeking medical advice or disregard any medical advice you have received from your provider because of anything you read on the website.

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