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What can I do when the logbook app will not connect with my Accu-Chek Guide meter?

 

It can happen that the logbook app will not connect with the Accu-Chek Guide meter. But no worries- try it with these steps first:

  

On your Accu-Chek meter:

* Turn on your meter
* Go into “Settings” on the meter
* Select “Wireless” then “Pairing” then “unpair/delete device”
* If any device shows there, highlight it and click OK
* The connection between your meter and phone is now gone 👍


iPhone:

* First, be sure notifications are enabled for the mySugr app. You'll need that to be able to pair. Go to Settings -> Notifications -> and then find mySugr. Make sure the switch is flipped to green.

* Also, be sure that the location service is enabled for the mySugr app. Go to Settings -> Privacy -> make sure the switch is flipped to green.

* You also need to disable the low power mode (if activated) -> to do so, go to Settings -> scroll down and tap on "Battery" -> turn off the power save mode.

* Finally, if you have updated to iOS 13 or above, open your iPhone Settings, then scroll down to the mySugr app. Then, switch the toggle for Bluetooth on (or green) so that the app can access your Bluetooth connections. This is crucial in order to have the ability to import data from your Connected devices.

 

Now that all of the base settings are squared away, let's try the pairing process again:

  • Go into the Bluetooth settings of your iPhone
  • All connected devices will be listed
  • Next to your connected Accu-Chek you will see a little symbol ("i" in a circle)
  • Tap on it and a new screen with the option to “forget this device” will appear
  • Tap on “forget this device” and confirm it
  • The meter is not connected to your smartphone anymore
  • Open the mySugr app and go to “Connections” in the tab menu located at the bottom of the screen
  • Select your meter and tap on “deactivate”
  • Now, restart your phone.

 

Now the moment of truth, open the mySugr application and try pairing again.

 

Android:

  • First, turn on Location Services for the mySugr app during the pairing process. You can turn it back off once you're done. Settings > Apps > mySugr > Location Services. Be sure it's turned on.
  • Go into the Bluetooth settings of your android device
  • All connected devices will be listed
  • Besides your connected Accu-Chek meter you will see a little gear symbol
  • Tap on it and unpair/delete the meter from your smartphone (the wording can be different from smartphone to smartphone)
  • The meter is not connected to your smartphone anymore
  • Open the logbook app and find “connections” in the side menu
  • Select your Accu-Chek meter and tap on “deactivate”

 

Now, let's try to clear the Bluetooth Cache (Android only)

  • Open your Settings and tap on Apps. 
  • Tap the 3 dots in the upper right-hand corner and choose Show System Apps
  • Find Bluetooth and then tap Clear Cache and Delete Data
  • Now, restart your phone.

 

Once your phone has restarted, open the mySugr app and then try the pairing again.

 

 

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