Software Help

• What is OneTouch® Diabetes Management Software?
  
• What is the current software version?
• How do I know which software version I have?
  
• Should I upgrade?
  
• Can I download data from multiple meters and merge the data into one report?
  
• Can I e-mail or fax data results to my health care providers?

Meters and Operating Systems

• Attention: Meal Schedule Alert for OneTouch® UltraSmart® Meter Owners using OneTouch® Diabetes Management Software versions 2.2 or higher.
• What meters work with the software?
  
• What are the minimum computer requirements?
  
• How do I check my computer for minimum system requirements?
  
• What version of Windows® do I need to run the software?
  
• Is the software compatible with a Macintosh® Computer?

OneTouch™ Interface Cable

• How is the information transferred to the computer?
  
• What is a OneTouch Interface Cable? How do I get one?
  
• What is a OneTouch USB Cable? Why did LifeScan start offering one?
  
• What is the difference between a OneTouch Serial Cable and a OneTouch USB Cable?
  
• What operating systems work with the OneTouch Interface Cables?
  
• Is the OneTouch USB Cable compatible with LifeScan's IN TOUCH® Software?
  
• Can LifeScan exchange a OneTouch Serial Cable for a OneTouch USB Cable?
  
• Can I use any cables other than ones provided by LifeScan?
  
• Can a OneTouch Interface Cable communicate with devices other than OneTouch Meters, such as PDAs? Will it download to other software programs, such as insulin pump software?
• Can I connect the OneTouch USB Cable into a USB hub?
  
• What do I need to do before the OneTouch Interface Cable will work? Can I just plug it in, or do I need to install a software driver?

OneTouch™ USB Cable Driver

• What is the USB Cable driver? Where can I get one? Can I download it from the Web?
  
• Are there different versions of the USB driver? How do I know which version I have?
  
• If I connect the OneTouch Interface Cable to a different USB port on the same computer, do I need to install the driver again?
  
• If I want to uninstall the OneTouch USB Cable Driver, what do I need to do?

Meter Drivers for OneTouch® Diabetes Management Software

• My OneTouch® UltraLink™ Meter, OneTouch® UltraMini™ Meter (with data port) or OneTouch® Select™ Meter does not work with OneTouch® Diabetes Management Software. What should I do?
  
• What are the requirements for installing the Meter Driver?
  
• If I want to uninstall the Meter Driver, what do I need to do?
• My OneTouch® Ultra® Meter is displaying ATE on the screen when I try to download. What do I do?
  

• How do I obtain the software?
  
• Why isn't the OneTouch Diabetes Management Software and OneTouch Interface Cable included with the meter?
  
• How much does a OneTouch Diabetes Management Software Kit cost? Where can I purchase the software and interface cable?
• What are the requirements for downloading and installing OneTouch® Diabetes Management Software upgrade?
• If I don't want to upgrade, how do I buy the software?
  
• Why is it taking a long time to download the software? Or, why does the process interrupt or "time-out" before the download is complete?
  
• The software does not start to download properly. What should I do?
  
• I'm having problems installing the software. What should I do?

Upgrading Software

• What are the requirements for downloading and installing the software upgrade?
  
• Where do I find the upgrade download for the software?
• Why is it taking a long time to download the software upgrade? Or, why does the process interrupt or "time-out" before the upgrade is complete?
  
• The software upgrade does not start to download properly. What should I do?
  
• I'm having problems installing the software. What should I do?

Communications between Meter and Computer

• I am unable to establish communications when connecting my meter to my computer. What's the problem?

Printing

• Why can't I print reports in color?
  
• I'm encountering printing problems. What should I do?

Technical and Data Questions

• Why can't I see some or all of the readings that I downloaded from my meter?
  
• I encountered "Error 429" or "Error 91." What should I do?
• I have encountered one of these errors: 1. Error in localizing or 2. The database appears to be damaged or 3. Blank database is also corrupt. Please re-install OneTouch Diabetes Management Software or connect to a different database.
• When I download my meter readings, I get a message saying: "Warning: This meter's results are whole blood calibrated, and the software is currently set to display plasma equivalents. If you wish to view the results as the meter shows them, you can change the display option on the Preferences screen." What does this mean?
  
• I'm getting an error message about my regional settings when I launch the software. What should I do?
  
• Can I import/merge data from IN TOUCH® Software  v1.3.3, or from earlier versions of OneTouch Diabetes Management Software?

Customer Service and Support

• What kind of support is available for OneTouch Diabetes Management Software?
  
• Before I report a problem with downloading, what information should I collect?
  
• How do I get support for IN TOUCH Software v1.3.3, or for earlier versions of the software?
  

The Help File
1) Open the Help file and select "About OneTouch"
2) Both the build number and version number will appear

If the schedules don't match, glucose readings that are transferred to the software from the meter may appear in an incorrect date. If any out-of-target readings appear in the wrong date, this may lead you to misinterpret information when tracking and trending data.

Refer to your OneTouch Diabetes Management Software User's Guide for detailed instructions for setting-up meal schedules to synchronize with your OneTouch UltraSmart Meter.

If you need assistance setting up and synchronizing your OneTouch UltraSmart Meter with OneTouch Diabetes Management Software, please contact LifeScan Technical Service: 800 382-7226; M-F 5AM - 6 PM (PST).

• High speed Internet access highly recommended
• A OneTouch® Meter with a data port.
• A Windows®-compatible computer with:
  • 266 MHz, Intel® Pentium® 2 or equivalent (higher is recommended)
  • Minimum 128 MB of RAM (higher will help overall performance)
  • Minimum free hard disk space 100-200 MB during installation 100 MB for after installation
• Microsoft® Windows® 98 Second Edition, Windows® NT 4.0 Workstation (SP6 or above), Windows® 2000 Professional (SP4 or above), Windows® Me, Windows® XP and Windows Vista® (compatible with 32-bit versions only)
  
• 9-pin/25-pin COM or USB port 
• Either:
  • A OneTouch™ Interface Cable (with software driver for USB)(required for OneTouch Meters only), or
  • An appropriate cable for non-OneTouch® Branded devices that are supported by OneTouch Software.
• Mouse/Trackball
• Keyboard
• Windows®-compatible printer (recommended if you wish to print reports; color printer recommended if you wish to print in color).
• Video monitor with at least 800x600 pixel screen resolution and 256 colors
• CD-ROM drive

With the OneTouch USB Cable, you must install a software driver before using it for the first time. The driver is provided on a CD that is packaged with the USB cable, or it can be downloaded from this Web site.

Once installed, the size of the driver will vary depending on your operating system; the maximum size is about 200kb.

Version 1.0 of the driver should be uninstalled from the same CD used to install it. Insert the CD and search on it for a folder named "Uninstall." Open the folder and double-click on the file named DRemover.exe. Follow the instructions as prompted. (If you have misplaced your CD, contact LifeScan's Data Management Line at 800 382-7226; we can send a replacement CD or walk you through the process of doing a manual uninstall, if you prefer).

If you installed Version 2.0 from either a CD or the Web download, you can perform an uninstall through either of these two options.

Option 1: Uninstall from the Windows® Program Menu

1. Select the "Start" button, then open the "Programs" option, and then choose "OneTouch USB Driver - Uninstall"
   
2. You will be presented with InstallShield instructional messages. Follow these instructions.
   
3. Select "Yes" to reboot your PC when prompted. It is recommended that other running programs be shut down before rebooting.

Option 2: Uninstall from the Windows® Control Panel

1. Open the "Control Panel" and choose the icon for "Add/Remove Programs."
   
2. Locate and highlight "OneTouch USB Driver." Select "Remove."
   
3. You will be presented with InstallShield instructional messages. Follow these instructions.
   
4. Select "Yes" to reboot your PC when prompted. It is recommended that other running programs be shut down before rebooting.
   

• Ensure OneTouch Diabetes Management Software is installed before starting the Meter Driver installation
  • You must have OneTouch Diabetes Management Software v2.2 or higher. If you do not meet this requirement, the Meter Driver will not install and you must upgrade to OneTouch® Diabetes Management Software v2.3.2.
    
  • If you are a health care professional, you must have OneTouch Diabetes Management Software Pro v3.1 or higher
    
• OneTouch Diabetes Management Software should not be running during installation

If you need to uninstall the driver at some point in the future, follow these instructions.

1. Open the "Control Panel" and choose the icon for "Add/Remove Programs."
   
2. Locate and highlight "<Meter Drivers for OneTouch® Software>." Select "Remove."
   
3. You will be presented with InstallShield instructional messages. Follow these instructions.
   
4. Select "Yes" to reboot your PC when prompted. It is recommended that other running programs be shut down before rebooting.

If you already have OneTouch Diabetes Management Software, you can upgrade to the current version--at no charge--by downloading the software upgrade online.

If you already have OneTouch Diabetes Management Software, you can upgrade to the current version--at no charge--by downloading the software upgrade online.

• High speed Internet access highly recommended
• A OneTouch® Meter with a data port.
• A Windows®-compatible computer with:
  • 266 MHz, Intel® Pentium® 2 or equivalent (higher is recommended)
  • Minimum 128 MB of RAM (higher will help overall performance)
  • Minimum free hard disk space 100-200 MB during installation 100 MB for after installation
• Microsoft® Windows® 98 Second Edition, Windows® NT 4.0 Workstation (SP6 or above), Windows® 2000 Professional (SP4 or above), Windows® Me, Windows® XP and Windows Vista® (compatible with 32-bit versions only)
  
• 9-pin/25-pin COM or USB port 
• Either:
  • A OneTouch™ Interface Cable (with software driver for USB)(required for OneTouch Meters only), or
  • An appropriate cable for non-OneTouch® Branded devices that are supported by OneTouch Software.
• Mouse/Trackball
• Keyboard
• Windows®-compatible printer (recommended if you wish to print reports; color printer recommended if you wish to print in color).
• Video monitor with at least 800x600 pixel screen resolution and 256 colors
• CD-ROM drive

If you already have OneTouch Diabetes Management Software, you can upgrade to the current version--at no charge--by downloading the software upgrade online. Upgrade Today!

The OneTouch® Diabetes Management Software Kit (software CD and required interface cable) can be purchased via online vendors or by phone/mail/fax at a suggested retail price of $29.99.

1. Hold down the "Shift" key at the same time that you choose the "Download" link.
   
2. Right-click the "Download" link and select "Save Target As" (for Internet Explorer®) or "Save Link As" (for Netscape Navigator®). Save the file to a selected location.

There may be configuration or performance issues with your computer. Refer to General Troubleshooting Tips for information on how to perform system maintenance (suggested only for advanced computer users), or contact LifeScan Technical Support for assistance.

• Be sure you are using a OneTouch Interface Cable. The OneTouch Interface Cable comes packaged with the OneTouch Diabetes Management Software kit and can be ordered online or through the mail. Other cables will not work.
  
• Be sure the cable is plugged into the meter. Check the stereo plug to ensure that it is completely plugged in.
  
• Depending on the type of meter you are connecting, you must either turn off or on the meter before attempting communication. Refer to Step 4 on Page 6 of your Quick Reference Guide for detail.
  
• Be sure that you do not have a version of IN TOUCH Software (the predecessor to OneTouch Diabetes Management Software) installed and running at the same time as OneTouch Diabetes Management Software. If you are running this older software, close it and re-attempt connection.
  
• If you are running other programs that use communication (such as HotSync® or ActiveSync®) you may need to disable them.
  
• Check the COM Port settings.
• Refer to General Troubleshooting Tips for information on how to perform system maintenance (suggested only for advanced computer users).

• Check to see you have enough toner in your printer cartridge.
  
• Check your printer cable connections.
  
• Print a test page and/or try printing from another application.
  
• If you have access to a second printer, try printing to it instead, in order to identify if the printer itself is the problem.
  
• Check the printer lights for errors. Refer to your printer manual for information.
  
• Verify that you have the latest printer driver installed. These can be obtained from your printer manufacturer.
  
• The print job may be stuck in the print queue.
  1. On your computer "Desktop," choose "Start," choose "Settings," and then choose "Printers."
     
  2. Select the printer being used. If there are any print jobs in the queue, select them and choose "Cancel Printing" from the "Document" menu. Try printing again.
     
  3. If you are printing to a network printer, confirm with your network administrator that there are no network problems.
     
  4. If you selected a large date range of data, your printer may not have sufficient memory. Shorten the date range of data and try printing again.
     
• It is possible that you may have corrupted files in the system. Refer to General Troubleshooting Tips for information on how to perform system maintenance (suggested only for advanced computer users).

1. At the top of the "Report" window, select the "Date Range" field and choose "Custom" from the drop-down list.
   
2. In the "From" field, type the date "1/1/1900" and in the "To" field, type "12/31/2026."
   
3. Choose "Apply."

• Choose "Start," point to "Settings," then choose "Control Panel." Open "Regional Settings." Check the following settings on your computer:
  
  
  1. The locale of the system should be set to English.
     
  2. The operating system version should be in English.
     
  3. If a period is used for both the date separator and the time separator, there will be errors when running the software.
     
     
• Some files may not be registered correctly. A patch has been developed that will register these files.
  
• Refer to General Troubleshooting Tips for information on how to perform system maintenance (suggested only for advanced computer users).

Windows XP SP2

1. Uninstall OneTouch® Diabetes Management Software
2. Delete the Data folder contained within C:\ProgramFiles\LifeScan\OneTouch
3. Chose Start, Search, Search for all files and folders, and locate the file "msado15.dll"
   i. If the file is not found on the system, call customer service
   ii. If the file is not located in the following folder, contact customer service.
   C:\Program Files\Common Files\System\ado\
4. Once the file is located select Start and then Run.
5. Resize the search window so that both the search results and the run dialog box are visible.
   
6. In the run dialog box input "regsvr32"
7. Drag the MSADO15.DLL file from the search results window into the run dialog box. This should automatically paste the path into the dialog box and it should appear as follows: regsvr32 "C:\Program Files\Common Files\System\ado\msado15.dll"
8. Select "OK." The above command should result in the following message:
   DllRegisterServer in PATH_TO_FILE succeeded
   
   --If the registration fails, validate the path and try again. If after verifying the path the registration continues to fail please contact customer service.
   
   
9. Search and locate the file OLEBD32.dll
   
   i. If the file is not found on the system, contact customer service
   ii. If the file is not located in the following folder, contact customer service
   C:\Program Files\Common Files\System\Ole DB
   
   
10. Once the file is located select Start and then Run.
11. In the run dialog box input "regsvr32"
12. Drag the OLEDB32.DLL file from the search results window into the run dialog box. This should automatically paste the path into the dialog box and it should appear as follows:
    
    regsvr32 "C:\Program Files\Common Files\System\Ole DB\oledb32.dll"
    
    
13. Select "OK." The above command should result in the following message:
    DllRegisterServer in PATH_TO_FILE succeeded
    
    i. If the registration fails, validate the path and try again. If after verifying the path the registration continues to fail please contact customer service.
    
    
14. Reinstall OneTouch® Diabetes Management Software
15. If error persists contact customer service.

Windows 98SE, Windows ME, Windows NT (SP6), Windows 2000 (SP4)

Ensure MDAC 2.8 (SP1) and MS Jet 4.0 (SP8) are installed on system.

1. Uninstall OneTouch® Diabetes Management Software
2. Delete the Data folder contained within C:\ProgramFiles\LifeScan\OneTouch
3. Go to http://download.microsoft.com
4. Search for "MDAC 2.8", download MDAC_TYP.EXE, and run MDAC_TYP.EXE. You may have to reboot your system.
   
5. Search for "Jet 4.0", download the appropriate Jet 4.0 (SP8) for your operating system, and install the package. You may be promoted to reboot your system.
   
   a. If prompted, "This setup does not support installing on this operating system" the necessary components may already be on the system and simply need to be registered. Follow the directions above under Windows XP SP2, as the paths to these files are universal.
   
   
6. Reboot the system if you haven't already done so.
7. Install the OneTouch® Diabetes Management Software.

More references and additional information.

Note: when you receive a glucose reading from a laboratory, this is usually stated as a plasma value.

For OneTouch Diabetes Management Software, the default setting is to display results in plasma value. If you get this error message when you download your results, then your particular OneTouch System is providing whole-blood calibrated readings. To change the settings in the software to display whole-blood values:

1. Select "Preferences," then "General."
   
2. Under "Units and Display Options," go to the drop-down list and select your choice, then "Save."

1. Choose "Start," point to "Settings," then "Control Panel."
   
2. Open "Regional Settings."
   
3. Select the "Time" tab. Under "Time Format" select "hh:mm:ss."
   
4. Press "OK."

If you want to do a database conversion after installing the software:

• Open the software and select "Tools" from the menu bar.
• Right-click on "Export/Import."
• Select the "Import" tab on the screen.
• In the "From File" field, locate the file that you want to import (if this is a file from IN TOUCH v.1.3.3, it is usually found in C:\InTouch\Archive).
• Select the name from the drop-down menu and enter the date range that you want to import, or select the "Examine File" button and the fields may automatically populate.
• Select "Import" in the lower right-hand corner of the window.

If you have any questions please consult your User Manual.

Note: Do not use these instructions to upgrade to the software in a new language. For example, if you have OneTouch Diabetes Management Software v2.0 or higher in English already installed on your system and you want to install OneTouch Diabetes Management Software v2.2 or higher in a language other than English, be sure to archive your current database and uninstall the current software version before installing the upgrade in the new language. (The same caution applies for IN TOUCH Software databases in languages different from the newest installation.) Refer to the Archive topic in the User Manual for information on archiving.

• Operating system platform and language
  
• Web page address used to access the download file
  
• Browser and version
  
• Type of Internet connection (for example, modem, DSL, cable, etc.)
  
• Internet Service Provider (for example, AOL, Earthlink, PacBell, etc.)
  
• Date and time of download
  
• Your location and country
  
• Action you performed just before the error message occurred
  
• Details of the error message
  
• Any additional information that you believe may be helpful.

OneTouch Diabetes Management Software v2.3.1 User Manual
(AW 064-350-01A Posted: November 2, 2006 File Size: 4.7MB)
OneTouch Diabetes Management Software v2.3.1 Quick Reference Guide
(AW 064-351-01A Posted: November 2, 2006 File Size: 894KB)
OneTouch Diabetes Management Software v2.2 User Manual
(AW 063-674-01A Posted: September 20, 2005)
OneTouch Diabetes Management Software v2.2 Quick Reference Guide
(AW 063-675-01B Posted: September 20, 2005)

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