Understanding troubleshooting frequently asked questions for the OneTouch Reveal® Mobile App for Apple® iOS devices.
Product Guide
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OneTouch Reveal® mobile app
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Troubleshooting FAQs:
Why can't I change the blood glucose reading in Edit Readings?
The value of blood glucose readings sent from a meter to the app cannot be changed. You can only change the value of manually-entered readings.
Why can't I change the date or time of a blood glucose reading in Edit Readings?
The date and time of readings sent from a meter to the app cannot be changed. You can only change the date and time of manually-entered readings.
Why don't I see the Before Meal and After Meal buttons?
Tagging may be turned OFF. Go to More menu > My Settings and make sure Meal Tagging is turned ON.
Why don't I see icons for Insulin on the Add Event Screen?
This feature may be turned off. Go to More menu > My Settings and turn on the Event Logging toggle.
What is the difference between readings that are displayed as red and blue numbers, and others that are displayed as HI and LO?
Red (high) and blue (low) numbers appear when your blood glucose readings are outside your range. HI or LO appears when a reading is outside the range the meter can accurately measure (above 33.3 mmol/L or below 1.1 mmol/L).
How do I pair the meter with my mobile device?
Follow the pairing instructions in this Help File. See Pairing Your Meter with Your Mobile Device.
The batteries in both the device and the meter are sufficiently charged.
The Bluetooth®feature on both the meter and device is on.
No other devices with the Bluetooth®feature are active near the mobile device.
If the mobile device fails to find the meter, check the screen on the meter to confirm that the Sync icon is blinking. If the Sync icon is not blinking, then another mobile device with the Bluetooth®feature may be causing interference. Turn the meter off and then try again in a few minutes.
What can I do to better protect my OneTouch Reveal® account?
Improve the security of your OneTouch Reveal® account and its data by following the best practices as outlined in the Cybersecurity section of the Help File.
What will happen to my data when the app is no longer available on the market?
You will receive advance notification of the removal of the app from your country. Please download all the data you would like to keep. Once the app is no longer available, all data associated with the account will be deleted and cannot be recovered.
What's the difference between pairing and syncing?
Pairing your meter and mobile device establishes a wireless connection over Bluetooth®. After the meter is paired, the app will perform a sync for the first time. Syncing your paired devices sends blood glucose readings from your meter to the app.
How do I pair the meter with my mobile device?
For pairing instructions, see Pairing Your Meter with Your Mobile Device.
Before pairing your devices, Bluetooth®must be turned on in both your meter and mobile device.
Check your Bluetooth®connection. (See below.)
Check that the batteries in both the mobile device and the meter are sufficiently charged.
Close the OneTouch Reveal® mobile app, then reopen it.
Turn off Bluetooth®on your mobile device, then turn it back on. Wait a moment for Bluetooth®to initiate.
After the app searches for your meter, make sure your meter is listed on the Meters detected screen in the app. If you don’t see your meter, restart the pairing process. See Pairing Your Meter with Your Mobile Device.
Check the PIN code displayed on the meter screen and try typing in the code again.
When you enter your PIN, the PIN will only display on the meter for about 30 seconds and then disappear. If you don’t have enough time to enter your PIN before it disappears, restart the pairing process.
How do I check my Bluetooth® connection?
Make sure Bluetooth®is turned on in both the meter and mobile device.
Turn off Bluetooth®on your mobile device, then turn Bluetooth®back on.
Turn Bluetooth®off on your meter and then turn Bluetooth®back on.
Keep your devices within 1.5 meters of each other with nothing between them such as your body, walls, or water.
Bluetooth®connections can be affected by RF (radio frequency) interference. If you suspect interference, try moving your meter and mobile device to a new location. Examples of possible interference include WI-FI routers, microwave ovens, and other Bluetooth®devices.
The Bluetooth®feature will turn off in your meter during blood glucose testing. Remove and properly dispose of your test strip once blood glucose testing is complete.
Why aren’t my blood glucose readings syncing with the app?
Before syncing data, you must pair your mobile device and meter. See Pairing Your Meter with Your Mobile Device.
Make sure your mobile device is turned on with the app open and running.
Keep Bluetooth®turned on in your mobile device and meter.
Check your Bluetooth®connection. See above.
Start a new sync by swiping down from the top of the app Home screen.
Check that the batteries in both the mobile device and the meter are sufficiently charged.
Try turning your meter off and back on to start syncing readings with the app.
Inserting a test strip while syncing will cancel the transfer of all results. You can try syncing again after you complete your blood glucose testing and remove and properly dispose of the test strip.
Syncing can take a few minutes, depending upon how much data is being sent from the meter to your app. Be sure to keep both devices turned on and in range of each other until the sync is complete.
Check for available updates to your app or mobile device’s operating system. These may help to resolve syncing issues.
To avoid confusion and ensure the accuracy of the data you are viewing in the app, the app will hide meter readings from view if they are detected as more than 24 hours in the future.
Removing the meter from the app and then pairing again may resolve connection issues. See Remove Your Meter from the App.
Need help? Please email us at contact@onetouch.ca if you are having problems pairing or syncing to your mobile device.
Why are control solution readings syncing to my app?
Some meters require that you tag your readings as control solution to prevent them from being sent to the app. See your meter instructions for control solution testing.
Once readings are sent to the app, they cannot be removed. They may lead to changes in your Averages, Patterns, Logbook, or Mentor Tips.
Why do I see unfamiliar readings in the app?
Do Not share your meter. Any blood glucose readings stored in your meter will be synced with the app.
Once readings are sent to the app, they cannot be removed. They may lead to changes in your Averages, Patterns, Logbook, or Mentor Tips.
For more information regarding troubleshooting, see the following article:
