Getting started
Before you get started, please check two things:
1. Be sure you have the most recent update for your phone's operating system.
2. Be sure you have the most recent version of the mySugr app on your device.
Pairing the ReliOn Platinum meter
- Please make sure the screen is off (meter turned off).
- Then go to the connection menu and choose ReliOn Platinum
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Turn the meter on once the app tells you to and make sure you do so by holding down the down arrow button on the right side of the meter for 3-5 seconds until you see the Bluetooth signal and two interlocked circles (pairing symbol) on the meter display.
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- Important to note: Do not use the power button at all in the pairing process
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Troubleshooting the connection
⚠️ If you have ANY other diabetes apps installed on your iOS device, please go to Settings > (name of app) and turn OFF Bluetooth for that app. The meter will not connect and import to the mySugr app after it has been connected to another app. ⚠️
Check your Settings:
Remove the old Bluetooth connection from your device
Check some additional settings:
- 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.
iOS only:
- 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.
Android only:
Try to clear the Bluetooth Cache:
- 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.
Check your process:
Do you see anything flash on your screen in addition to the Bluetooth symbol and interlocking rings? If you do see anything else on your screen, this means the meter has not been put into it's 'pairing mode.' So if you see anything, for example a date, time, test strip, or value, the pairing will fail. The bottom arrow button only should be pressed and held, with no release for 3-5 seconds, in order to set it into pairing mode.
And do not turn the meter on, putting the meter in pairing mode as described above will activate and power on the meter itself without the need to power it on first.
**Please note: Up to 3 ReliOn Platinum meters can pair to an iOS device, but only 1 ReliOn Platinum meter per Android device at a time.