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
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
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
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:
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”.
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.
9. Click "Continue" to begin the installation process
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
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
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):
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.
5. Once your receiver is attached, the update tool will check for updates:
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:
If no updates are available, you will see this screen and you can check back later for updates:
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”:
8. The update tool will then download files. You will see this screen:
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.
12. When the update is complete, the “All Done, Congratulations” screen appears. Once you see this screen, you can detach your receiver:
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 Possible Solution
I’m not sure I have a Dexcom account Go to www.dexcom.com/update-tool-faq I forgot my login Go to www.dexcom.com/update-tool-faq I forgot my password Go to www.dexcom.com/update-tool-faq
I can’t connect to the Dexcom website Check your internet connection. If you can access other websites but not Dexcom, we may be
Updating Your Receiver
Issue Possible Solution It doesn’t seem like I
have any updates
If no updates are available, you will see this screen:
You can check back at any time to see if updates are available. 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).
The update tool doesn’t “see” my receiver
The tool says “Please attach your Dexcom receiver” even after the receiver is attached
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.
The Update Tool says “receiver detached during update”
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.
Update Receiver Troubleshooting
(continued from previous page) Issue Possible SolutionThe update tool says “Could not find a port for Dexcom receiver”
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. The update will start over. The receiver says
“Call Tech Support”
Call Technical Support at 1-877-339-2664. Available 24 hours a day, 7 days a week.
The update tool says “Verification Failed”
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).
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.
I want to update multiple receivers
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.
I want to stop an update
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.
Update Receiver Troubleshooting
(continued from previous page) Issue Possible SolutionI 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”
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).
Update Receiver Troubleshooting
(continued from previous page) Issue Possible SolutionI lost my internet connection while updating
The update tool will inform you if this happens.You can resume the update once your internet connection is back.
If your internet connection is lost, you will see one of these screens:
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. The “Enter
Authorization Code” window shows an error
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 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:
Help Tab About Displays information about the software version you are using:
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. 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.
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)
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 Part of the Dexcom Continuous Glucose Monitoring System. (Other parts include the sensor and the transmitter.) Receiver software The computer program that directs the functioning of the receiver. This is what the Dexcom Update Tool updates. Update Tool Setup
Wizard
Walks you through the process of installing the Dexcom Update Tool on your computer.
Software update A software update gives you the latest software. The Dexcom Update Tool lets you put software updates onto your receiver.
Receiver Setup Wizard
A program that helps you set up your receiver. The Setup Wizard will launch after you update your receiver with software updates.
Dexcom's diabetes management software (e.g. Dexcom Studio)
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.
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
