Q: Why does the meter turn off unexpectedly?

Possible causes include: The meter automatically turns off after 90 seconds of inactivity. After completion of a test, the meter automatically turns off 15 seconds after strip removal. The battery compartment or battery door is faulty or damaged. The meter has been stored in extremely cold conditions (below 30°F / - 1°C). Move to an area where the temperature is within the system's operating temperature range. Wait at least 15 minutes for the meter to equilibrate. The meter is connected to a computer via the USB cable and a compatible software application is not installed on the computer. The meter is connected to a computer via the USB cable and a compatible software application has turned off the meter.

Question 1

Why does the meter turn off unexpectedly?

Accepted Answer

Possible causes include:

The meter automatically turns off after 90 seconds of inactivity.
After completion of a test, the meter automatically turns off 15 seconds after strip removal.
The battery compartment or battery door is faulty or damaged.
The meter has been stored in extremely cold conditions (below 30°F / - 1°C). Move to an area where the temperature is within the system's operating temperature range. Wait at least 15 minutes for the meter to equilibrate.
The meter is connected to a computer via the USB cable and a compatible software application is not installed on the computer.
The meter is connected to a computer via the USB cable and a compatible software application has turned off the meter.

Question 2

What type of batteries are used in my Accu-Chek product?

Accepted Answer

Battery life on Accu-Chek products varies by device and by testing conditions.

Accu-Chek Guide Me, Accu-Chek Guide, Accu-Chek Aviva Connect, and Accu-Chek Nano meters

These meters use two 3-volt lithium coin cell batteries (type CR2032) found in many stores.

Accu-Chek Aviva meter

This meter uses one 3-volt lithium coin cell battery (type CR2032) found in many stores.

Accu-Chek Aviva Expert and Accu-Chek Compact Plus meters

These meters use two standard AAA batteries, preferably alkaline. Rechargeable batteries can also be used; however they normally provide slightly lower power.

Accu-Chek Combo system

The meter uses three standard AAA batteries, preferably alkaline. Rechargeable batteries can also be used.

The Accu-Chek Spirit Combo insulin pump is designed for a single AA battery (LR6 1.5 V AA alkaline, FR6 1.5 V AA lithium or 1.2 V rechargeable NiMH HR6 AA).

You must select the correct battery type in the insulin pump setup when you replace your battery. Do not use carbon-zinc, nickel-cadmium (NiCd) or super heavy duty batteries.

Battery life depends on pump use, including daily insulin requirements, frequency of delivery and backlight usage.

Accu-Chek Spirit insulin pump

The Accu-Chek Spirit insulin pump is designed for a single AA alkaline battery with a minimum capacity of 2500 mAh. Do not use lithium, carbon zinc or nickel cadmium (NiCd) batteries.

You can also use rechargeable NiMH batteries with a minimum capacity of 1500 mAh. If you use rechargeable batteries, always use a battery charger recommended by the battery manufacturer.

Battery ingestion

If you suspect your child has swallowed a battery, seek medical attention immediately – prompt action is critical. Don’t wait for symptoms to develop.

Battery ingestion or insertion into the body may cause chemical burns, perforation of soft tissues, and death. Batteries, as small parts, are a choking hazard. Keep them away from children under the age of 3 years.

If the battery compartment does not close securely, stop using the product and keep it away from children. Contact Roche.

Question 3

How do I change my Accu-Chek meter batteries?

Accepted Answer

This article contains instructions on how to replace your Accu-Chek meter batteries. Look for the name of your product to find the relevant instructions or videos below.

Please note that your data will not be lost when you remove the batteries from your meter.

Accu-Chek Guide Me and Accu-Chek Guide meters

Open the battery door on the back of the meter by pushing the tab in the direction of the arrow and pulling the door up.
Remove the old batteries.
Slide the new batteries under the black tabs with the (+) side facing up.
Put the battery door back in place and snap it closed.

This video shows you how to change the batteries of the Accu-Chek Guide meter.

Accu-Chek Aviva meter

Open the battery door on the back of the meter, remove the old battery for at least 20 seconds, and press any button on the meter.
Insert the new battery with the (+) facing outwards.
Snap the battery door back into place.
Press the on/off button and the meter will beep.
The setup and hour should be flashing on the display. If the date and time are correct, press and hold the on/off button for at least 4 seconds.
Release the button and you’re done.

Accu-Chek Aviva Connect meter

Use your thumb to slide the battery drawer out of the meter.
Remove the old batteries.
Replace the new ones in the battery drawer, with the (+) side facing down.
Slide the battery drawer back into position until it locks into place.

Accu-Chek Aviva Expert meter

Remove the battery door from the back of the meter by pushing the tab in the direction of the arrow and pulling up the door.
Remove the old batteries from the meter.
Insert three AAA batteries with the (+) and (-) matching the marks in the battery compartment.
Put the battery door back in place and snap it closed.

Accu-Chek Nano meter

Open the battery drawer on the back of the meter by sliding it out of the meter.
Remove the old batteries for at least 20 seconds.
Press any button on the meter, then insert the new batteries with the (+) facing down.
Slide the battery drawer back into position until it locks into place.
Press the on/off button and the meter will beep. The setup and date should be flashing on display.
Your meter will prompt you to confirm the meter’s time and date settings. If correct, press and hold the on/off button for 4 seconds, then release.

This video shows you how...

Question 4

Why does the meter not turn on when using the power button?

Accepted Answer

On the Accu-Chek Guide and Accu-Chek Guide Link meters:
The meter can be turned on by pressing and releasing the Power/OK button or inserting a test strip. The meter can be turned off by pressing and holding the Power/OK button.

On the Accu-Chek Guide Me meter:
The meter can be turned on by pressing and releasing the power button or inserting a test strip. The meter can be turned off by pressing and releasing the power button.

Possible causes include:

The meter has been exposed to extreme temperatures outside the meter's operating temperature range. Move to an area where the temperature is within the system's operating temperature range (between 43 - 113°F / 4 - 45°C). Wait at least 15 minutes for the meter to equilibrate.
The meter is connected to a computer using a USB cable. If the meter times out while connected via USB, it may not respond to button presses or strip insertion until the USB cable is disconnected. Disconnect the cable and attempt to turn the meter on by pressing and releasing the power button.
One or both batteries are installed incorrectly. Confirm both batteries are inserted into the meter under the black tabs with the “+” sign facing up (visible).
The batteries are dead or battery power is too low for the meter to turn on. Install two new 3 volt lithium, CR 2032 coin cell batteries. Replace both batteries at the same time and with the same brand.
Battery tabs are damaged or defective. Please contact Accu-Chek Customer Care.
The meter is damaged or defective. Please contact Accu-Chek Customer Care.

Question 5

How to check the battery tabs on Accu-Chek Guide and Accu-Chek Guide Link meters?

Accepted Answer

Turn the meter off.
Remove the battery door.
Remove the batteries.
- Open the child-resistant battery door by inserting a narrow object, such as a pen, into the slot. Push the tab in the direction of the arrow and lift the battery door up.
Examine the battery compartment. Each battery should be held in place by the black tab on the side of the battery compartment.
Confirm that the black tabs on the side are not bent down.
If a bent black tab is preventing the battery from making contact, use tweezers or a small screwdriver to gently bend the tab(s) back into position.
Each battery should be held in place by the battery ejector button with an image of a hand in the center of the battery compartment, and an additional black tab on the side of the battery compartment.
Reinstall the batteries. The batteries must be placed in the battery compartment, under the black tabs and battery ejector button, with the “+” side facing up (visible).
Press each battery down flat inside the battery compartment, and snap the door closed.
Attempt to turn on the meter by pressing and releasing the power/OK button.

Question 6

How to check the battery tabs on Accu-Chek Guide Me meter?

Accepted Answer

Turn the meter off.
Remove the battery door.
Remove the batteries.
- Open the child-resistant battery door by inserting a narrow object, such as a pen, into the slot. Push the tab in the direction of the arrow and lift the battery door up.
Examine the battery compartment. Each battery should be held in place by the black tab on the side of the battery compartment.
Confirm that the black tabs on the side are not bent down.
If a bent black tab is preventing the battery from making contact, use tweezers or a small screwdriver to gently bend the tab(s) back into position.
Reinstall the batteries. The batteries must be placed in the battery compartment, under the black tabs with the “+” side facing up (visible).
Snap the door closed.
Attempt to turn on the meter by pressing and releasing the power button.

Question 7

What does the battery symbol mean?

Accepted Answer

The battery symbol appears on the meter screen when the batteries are low in power. It may only run a few more tests. The meter may or may not display the battery symbol if the battery power is nearly depleted. Replace the meter’s batteries if the battery symbol continues to be displayed.

The replace batteries (E-9) message appears when there is not enough power to run a test. The meter may or may not display a replace batteries (E-9) message if the battery power is nearly depleted. Replace the meter’s batteries immediately if the replace batteries (E-9) continues to be displayed. The batteries do not need to be replaced if the message goes away after powering the meter off and back on.

Possible causes for short battery life include:

Storage and/or use of the meter or batteries at low temperatures.
Use of old, damaged, or defective batteries.
Frequent testing with fewer than 5 minutes between tests.
Frequent wireless communication.
Extended time spent navigating through the meter menus and reviewing data.
Use of the auto-send feature, particularly if the mobile device is more than 3 feet away from the meter when a test is performed.
Use of the Sync Time feature, particularly if the mobile device is usually more than 1 meter (3 feet) away from the meter during communication.
The meter is damaged or defective. Please contact Accu-Chek Customer Care.

Why does the meter turn off unexpectedly?

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