Dexcom Update Tool: Instructions for Use 1
Table of Contents Section 1: Overview... 3 What is the Dexcom Update Tool?... 3 What do I Need to Use This Tool?... 3 Indications for Use... 3 Precautions... 3 System Requirements/Access Rights... 4 o Minimum System Requirements... 4 o Access Rights... 4 Section 2: Downloading/Installing the Update Tool on Your Windows Computer... 5 Section 3: Downloading/Installing the Update Tool on Your Macintosh Computer... 6 Section 4: Updating Your Receiver... 11 Section 5: Troubleshooting... 22 Tool Download/Installation... 22 Updating Your Receiver... 23 Section 6: Options & Features in Windows... 27 Section 7: Options & Features for Macintosh... 29 Section 8: Help/More Information... 29 Warranty... 30 Glossary... 30 Index... 31 2
Section 1: Overview What is the Dexcom Update Tool? The Dexcom Update Tool lets you update your Dexcom receiver software. This is similar to doing software updates for your computer. It s good to keep current. Using the Update Tool Involves 2 Steps: 1. Downloading/Installing the tool on your personal computer with Windows operating system (See Page 5) or Macintosh operating system (See Page 6) Note: This generally only needs to be done once. 2. Updating your receiver (See Page 9) Note: Can be done when an update is available. What do I Need to Use This Tool? Receiver Dexcom-supplied USB cable A personal computer with Windows or Macintosh operating system with internet access Indications for Use The Dexcom Update Tool is a software program that allows users to update Dexcom receiver software using a computer with internet access. Precautions DO NOT update your receiver with the update tool during a sensor session. Updating the receiver will end an active sensor session and you will not get glucose readings and alerts. Update your receiver after your sensor session ends. If you use Dexcom s diabetes management software to view your data, use it to download your receiver data before using the update tool. Updating your receiver software using this tool will permanently erase all stored data from the receiver. DO NOT use an updated receiver until you set your alerts. Updating your receiver software with this tool will reset your alert settings and transmitter ID to the factory default settings and you will not receive alerts that are turned off in the default setting. DO NOT shut down your computer or force it into hibernate, sleep or stand-by mode during an update. If you are using a laptop, do not close the laptop. Doing so can interrupt the update, and your receiver may not function. You may not get glucose readings and alerts. DO NOT disconnect your receiver from your computer during an update. Doing so can interrupt the update, and your receiver may not function. You may not get glucose readings and alerts. 3
System Requirements/Access Rights A list of compatible operating systems is available at: www.dexcom.com/update-tool-compatibility Minimum System Requirements Windows System Requirements Minimum display screen resolution: 1024 x 768* 32-bit color (for proper display of user interface) 1 GHz Pentium Processor or equivalent 500 MB free RAM Mouse USB 2.0 port Internet connection of at least 56 Kb/s Microsoft.NET Framework 4.5.1. If you don t already have Microsoft.NET Framework 4.5.1 installed on your PC, a copy is available as part of the update tool installation. Before installing Microsoft.NET Framework 4.5.1, you must: o Have Windows Installer 3.1 or later installed o Have 850 MB free hard drive space (2 GB on a 64-bit OS) o Install all the latest Service Packs (SPs) and critical updates that apply to your operating system. This includes update KB959209 (to address application compatibility issues) and update KB967190 (to address an XPS document file association issue if you are using a Windows Vista 64-bit system). Higher resolution may be needed if you activate options that require higher resolution (for example, a large font size). Macintosh System Requirements Minimum display screen resolution: 800 x 600 Mac OS X 10.8.5 (Mountain Lion) or later Internet connection of at least 56 Kb/s Mouse, Trackpad or other pointing device 256 MB free RAM USB 2.0 port 100MB free hard drive space Access Rights The update tool requires the following access rights: Administrator rights to install Dexcom receiver software. Read/write/modify/execute rights to the location/folders where the software application files reside and to the data folder. 4
Section 2: Downloading/Installing the Update Tool on Your Windows Computer You Will Need A personal computer with Windows operating system Internet connection Internet and Computer Step-by-Step Instructions 1. Go to www.dexcom.com/update-tool 2. Select Download Update Tool. 3. Log in (or, if you need to, create a new account). 4. Select Download Update Tool. 5. When asked if you want to run or save setup.exe, click Run. 6. A Setup Wizard installs tool. Click Install on this screen: 7. While the tool is installing, you will see this progress screen: 5
8. Click Finish on this screen: Section 3: Downloading/Installing the Update Tool on Your Macintosh Computer 1. Go to www.dexcom.com/update-tool 2. Select Download Update Tool. 3. Log in (or, if you need to, create a new account). 4. Select Download Update Tool. 5. After it downloads, double click the Dexcom Update.dmg file. 6
6. Double click the "Dexcom Update.pkg" to launch the installer 7. Click "Continue" to allow the installer to verify application eligibility for installation 8. If a Dexcom receiver is attached, a warning message will appear at the start of the installation requesting that you detach the receiver. 7
9. Click "Continue" to begin the installation process 10. Click on the "Install" button to start the installation 8
11. If an alert pops up requiring you to restart your computer after installation completes, save all of your open documents before pressing the "Continue Installation" button 12. Enter your username/password, and press the "Install Software" button 9
13. Click on "Close" or "Restart" to complete the installation. You will only see one option. 10
Section 4: Updating Your Receiver You Will Need Receiver Dexcom-supplied USB cable A personal computer with Windows or Macintosh operating system with internet access Authorization code(s) (if needed; see page 17 for more details) Before You Start 1. Make sure your receiver is charged. 2. If you use Dexcom s diabetes management software, use it to download your receiver data before using the update tool. 11
Precaution: If you use Dexcom s diabetes management software to view your data, use it to download your receiver data before using the update tool. Updating your receiver software using this tool will permanently erase all stored data from the receiver. 3. Close all Dexcom computer applications (e.g. Dexcom diabetes management software). Step-by-Step Instructions 1. Launch the update tool from your desktop. 2. Read and accept the software license agreement by clicking YES, then OK. (If the software license agreement does not appear, go to Step 3): 3. The update tool will connect to the Dexcom servers. This happens quickly. You may or may not see this screen: 12
4. Attach your receiver to your computer using the Dexcom-supplied USB cable. If your receiver is off, press and hold the Select button until it turns on. 13
5. Once your receiver is attached, the update tool will check for updates: 14
Note: Some versions of the Dexcom receiver cannot be upgraded when connected to a USB 3.0 port. If your receiver is not compatible with USB 3.0 ports, you will be notified before beginning your receiver update. 6. If an update is available, you will see a description. You can click More info for details, or simply Select the update: 15
If no updates are available, you will see this screen and you can check back later for updates: 16
7. Some updates may require an authorization code. Authorization codes are 12 character letter and number codes that can only be used once. If needed, you will receive an authorization code directly from Dexcom. If an update requires an authorization code, this screen will appear. Enter the code and click OK : 17
8. The update tool will then download files. You will see this screen: 9. Select Read Consent : 18
10. Read and check each statement. Then click Start Update : 19
Your software update will start. You will see this screen: Precaution: DO NOT disconnect your receiver from your computer during an update. Doing so can interrupt the update, and your receiver may not function. You may not get glucose readings and alerts. NOTE: Your receiver is not functional while updating. It will reboot several times and display different screens. Do not press receiver buttons or enter anything on your computer keyboard. You must complete the update process once started or your receiver may not function. 11. The update will be verified and you will see this screen: 20
12. When the update is complete, the All Done, Congratulations screen appears. Once you see this screen, you can detach your receiver: 21
After the Software Update Your receiver will display the Setup Wizard. Use the receiver Setup Wizard to pair your receiver with your transmitter and to set your alerts. Section 5: Troubleshooting Tool Download/Installation Issue I m not sure I have a Dexcom account I forgot my login I forgot my password I can t connect to the Dexcom website Possible Solution Go to www.dexcom.com/update-tool-faq Go to www.dexcom.com/update-tool-faq Go to www.dexcom.com/update-tool-faq Check your internet connection. If you can access other websites but not Dexcom, we may be experiencing network issues. Please try again later. 22
Updating Your Receiver Issue Possible Solution It doesn t seem like I If no updates are available, you will see this screen: have any updates You can check back at any time to see if updates are available. The update tool doesn t see my receiver The tool says Please attach your Dexcom receiver even after the receiver is attached The Update Tool says receiver detached during update Note: Some updates may not be available for all receivers. For example, updates could be just for adult receivers (and not pediatric receivers). Or just for receivers sold internationally (and not those sold in the US). 1. Disconnect the receiver from the computer. 2. Locate the small hole on the back of the receiver. Press the button in this hole with the end of a paperclip until the receiver buzzes or for 15 seconds. 3. Reconnect the receiver to the computer. If there are still issues, all Technical Support at 1-877-339-2664. Available 24 hours a day, 7 days a week. 1. Disconnect the receiver from the computer. 2. Click OK. 3. Click Start Over. 4. Locate the small hole on the back of the receiver. Press the button in this hole with the end of a paperclip until the receiver buzzes or for 15 seconds. 5. Reconnect the receiver to the computer. 6. One of 2 things will happen. a. The Please choose your update window will appears. Go to Step 6 (page 12). b. The update will start over automatically (you don t need to do anything). (Continued on next page) 23
Update Receiver Troubleshooting (continued from previous page) Issue Possible Solution The update tool says 1. Disconnect the receiver from the computer. Could not find a port 2. Click OK. for Dexcom receiver 3. Click Start Over. 4. Locate the small hole on the back of the receiver. Press the button in this hole with the end of a paperclip until the receiver buzzes or for 15 seconds. 5. Reconnect the receiver to the computer. The update will start over. The receiver says Call Technical Support at 1-877-339-2664. Available 24 hours a day, 7 Call Tech Support The update tool says Verification Failed days a week. 1. Disconnect the receiver from the computer. 2. Click OK. 3. Click Start Over. 4. Locate the small hole on the back of the receiver. Press the button in this hole with the end of a paperclip until the receiver buzzes or for 15 seconds. 5. Reconnect the receiver to the computer. 6. Go to Step 6 (page 12). I want to update multiple receivers I want to stop an update If the update tool says Verification Failed again, call Technical Support at 1-877-339-2664. Available 24 hours a day, 7 days a week. Update one receiver at a time. Wait until the update tool shows the All Done, Congratulations screen for one receiver before updating the next receiver. You don t need to reinstall the software or use a different computer for each receiver. Don t stop an update. After accepting the consent terms and selecting Start Update, you must complete the update process. Precaution: Do not shut down your computer, or force it into hibernate, sleep or stand-by mode during an update. If you are using a laptop, do not close the laptop. Doing so can interrupt the update, and your receiver may not function. You may not get glucose readings and alerts. Do not disconnect your receiver from your computer during an update. Doing so can interrupt the update, and your receiver may not function. You may not get glucose readings and alerts. (Continued on next page) 24
Update Receiver Troubleshooting (continued from previous page) Issue Possible Solution I want to put my computer into hibernate, sleep or stand-by during an update (Or, I did this by mistake) The update will fail. To restart the update: 1. Bring your computer out of hibernate, sleep or stand-by. 2. If the update tool displays an error message, follow the directions for that error message. 3. If there is no error message, call Technical Support at 1-877-339-2664. Available 24 hours a day, 7 days a week. Precaution: DO NOT shut down your computer or force it into hibernate, sleep or stand-by mode during an update. If you are using a laptop, do not close the laptop. Doing so can interrupt the update, and your receiver may not function. You may not get glucose readings and alerts. I want to log off or shut down my computer during an update (Or, I did this by mistake) The update will fail. To restart the update: 1. Restart your computer. 2. Launch the Dexcom update tool. 3. Disconnect the receiver from the computer. 4. Locate the small hole on the back of the receiver. Press the button in this hole with the end of a paperclip until the receiver buzzes or for 15 seconds. 5. Reconnect the receiver to the computer. 6. One of three things will happen: a. The update may start over automatically. b. The Error Updating Receiver screen will appears. Click OK and the update will start over. c. The Please choose your update window screen will appear. Go to Step 6 (page 12). Precaution: DO NOT shut down your computer or force it into hibernate, sleep or stand-by mode during an update. If you are using a laptop, do not close the laptop. Doing so can interrupt the update, and your receiver may not function. You may not get glucose readings and alerts. The update tool says Another copy of this application is already running The update tool says that Dexcom's diabetes management software is running 1. Click OK to close out of this error message (you may have to click OK in multiple places). 2. Locate the Dexcom Update Tool window (it will have Dexcom Update in the title). 3. Proceed with the update. You cannot use Dexcom's diabetes management software (e.g. Dexcom STUDIO) and the update tool at the same time. To proceed: 1. Click OK to close out of this error message. 2. Locate the Dexcom diabetes management software window and close it. 3. Open the Dexcom Update Tool again and proceed with the update. (Continued on next page) 25
Update Receiver Troubleshooting (continued from previous page) Issue Possible Solution I lost my internet The update tool will inform you if this happens.you can resume the connection while update once your internet connection is back. updating If your internet connection is lost, you will see one of these screens: The Enter Authorization Code window shows an error The receiver shows "****Assert****" during an upgrade, which causes the upgrade to fail Follow these steps: 1. Verify your connection by launching your browser and going to www.dexcom.com 2. If you cannot access the Dexcom home page, you may have a problem with your local internet connection. 3. If you can access the Dexcom home page but the update tool cannot contact the Dexcom servers, call Technical Support at 1-877-339-2664. Available 24 hours a day, 7 days a week. Error messages you see may include: Invalid Authorization Code. Only numbers 0-9 and letters A-F Authorization Code not found Authorization Code is for a different update than the one selected Authorization Code already used If you see any of these error messages, make sure you have entered the authorization code correctly. Enter the code exactly as provided. If you still receive an error message, call Technical Support at 1-877-339-2664. Available 24 hours a day, 7 days a week. Certain versions of the Dexcom receiver cannot be upgraded when connected to a USB 3.0 port. 1. Disconnect the receiver from the computer. 2. Locate the small hole on the back of the receiver. Press the button in this hole with the end of a paperclip until the receiver buzzes or for 15 seconds. 3. Connect the receiver to a USB 2.0 port or external USB 2.0 hub. 4. Click OK. 5. Click Start Over. 26
If you are unable to resolve this issue, call Technical Support at 1-877-339-2664. Available 24 hours a day, 7 days a week. Section 6: Options & Features in Windows There are several options and features available with your update tool. See the table below for details. Options and Features of the Update Tool Main Tab Sub-tabs Description Options Tab Application Font Size Default font size: 16. This can be changed at any time during an update: 27
Help Tab About Displays information about the software version you are using: Online Help Software License Agreement Selecting this option will take you to the Dexcom website, where online help is available. Displays the Software License Agreement. With Yes selected, click OK, Cancel or the X at the top right to return to the previous screen. If you select No and click OK, you will exit the software. The next time you open/run the software, you will need to agree to the terms again before you can begin running the software. 28
Section 7: Options and Features of the Update Tool for Macintosh Options and Features of the Update Tool Menu Item Sub-tabs Description Dexcom Update About Dexcom Update Displays information about the software version you are using Help Online Help Selecting this option will take you to the Dexcom website, where online help is available. Software License Agreement Displays the Software License Agreement. Select the OK button to return to the previous screen If you select Cancel, you will exit the software. The next time you open/run the software, you will need to agree to the terms again before you can begin running the software. Section 8: Help/More Information Dexcom, Inc. 6340 Sequence Drive San Diego, CA 92121 USA www.dexcom.com Technical Support (for product questions and troubleshooting issues; Technical Support does not offer medical advice) 1-877-339-2664 TechSupport@dexcom.com 24 hours a day, 7 days a week Sales Support (help with first-time orders, re-orders, tracking shipments, and locating a Dexcom representative in your area) 1-877-339-2664 CustomerService@dexcom.com 24 hours a day, 7 days a week 29
Warranty Use of each of the Dexcom Update Tool and the receiver software is at all times subject to the terms and conditions of the receiver update tool s End User License Agreement. To view this agreement open the Dexcom Update Tool, then, under the Help menu, select Software License Agreement. Glossary Receiver Receiver software Update Tool Setup Wizard Software update Receiver Setup Wizard Dexcom's diabetes management software (e.g. Dexcom Studio) USB cable Part of the Dexcom Continuous Glucose Monitoring System. (Other parts include the sensor and the transmitter.) The computer program that directs the functioning of the receiver. This is what the Dexcom Update Tool updates. Walks you through the process of installing the Dexcom Update Tool on your computer. A software update gives you the latest software. The Dexcom Update Tool lets you put software updates onto your receiver. A program that helps you set up your receiver. The Setup Wizard will launch after you update your receiver with software updates. A program you can run on your computer that downloads receiver data. If you use Dexcom's diabetes management software, you should download your data before updating your receiver. Also, Dexcom's diabetes management software needs to be closed before you use the update tool. Attaches your receiver to your computer. Only use the cable that came with your receiver. 30
Index About Tab... 28 Access Rights... 4 Authorization Code... 17, 26 Dexcom Account... 5, 22 Dexcom diabetes management software... 3, 17, 34, 43 Dexcom Update Tool... 3 Overview... 3 Downloading/Installing... 5, 6 Interrupting an Update... 3 Precautions... 3 Using to Update Receiver... 3 Features... 27, 29 Font Size... 4, 27 Glossary... 30 Help Tab.... 28 Internet Connection... 4, 5, 11, 22, 26 Language.... 27 Login... 5, 22 Online Help... 28 Options Tab... 27 Password... 22 Receiver... 3 Connecting Receiver to Computer... 11 Receiver Software... 3, 22 Updating... 3, 11 Update Tool Setup Wizard... 5 Software License Agreement... 12, 28 Receiver Setup Wizard... 22 System Requirements... 4 Technical Support... 29 Troubleshooting... 22-27 USB Cable... 3, 11, 13 Warranty... 30 2015 Dexcom, Inc. All rights reserved. LBL012445 Rev 002 Dexcom, Inc. 3640 Sequence Drive San Diego, CA 92121 USA 1.858.200.0200 1.877.339.2664 www.dexcom.com 31