Home

OneTouch® technical support

Frequently Asked Questions (FAQs)

In order to help you with your software as quickly as possible, we've posted frequently asked questions. Please read through these first and if you don't find the answer, please call the LifeScan Technical Support Helpline on 0800 028 0616, or if you are calling from Ireland 1800 535 676.

OneTouch® Software Features

Connecting Your Meter to OneTouch® Software

Meters and Operating Systems

OneTouch® Interface Cables

Downloading and Using OneTouch® Software

Downloading and Installation

Communications between Meter and Computer

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

Printing

I'm encountering printing problems. What should I do?

Technical and Data Questions

I have encounted one of the following errors:

  • Error in localizing
  • The database appears to be damaged.
  • Blank database is also corrupt.

What should I do?

Customer Service and Support

OneTouch® Software Features

What is OneTouch® Software?

OneTouch® Diabetes Management Software is an easy-to-use program that allows you to transfer your blood glucose readings directly from your meter to your computer. Then, using any of 11 pre-formatted charts and graphs, you can analyze your blood glucose data in detail. The information helps you and your healthcare team to more easily and quickly spot trends, evaluate your progress, and modify your treatment plan accordingly.

Return to Index

What is the current version?

In the U.K and Ireland, the current version is OneTouch® Diabetes Management Software v.2.3.3.

Return to Index

Can I download data from multiple meters and merge the data into one report?

Yes, although all meters must be OneTouch® or InDuo® Meters. You can merge the results from multiple meters into a single database, or you can keep the results separate for each.

Return to Index

Can I e-mail or fax data results to my health care provider?

Yes. OneTouch® Software includes functions for printing, e-mailing and faxing reports.

Return to Index

Can I e-mail or fax data results to my patient?

Yes. OneTouch® Software includes functions for printing, e-mailing and faxing reports.

Return to Index

Connecting Your Meter to OneTouch® Software

Meters and Operating Systems

What meters work with OneTouch® Software?

OneTouch® Diabetes Management Software is compatible with the entire family of OneTouch® Meters (with data port).

Return to Index

What are the minimum computer requirements?

  • High speed Internet access
  • OneTouch® or LifeScan Meter with a data port
  • An IBM®-compatible computer with: Intel® Pentium® II processor or equivalent, minimum 266 MHz (faster CPU is highly recommended)
  • CD-ROM drive or Internet connection
  • Minimum 128 MB of RAM (or higher if required by your Operating System)
  • Minimum free hard disk space: 100 -200 MB for installation, 100 MB for running the program
  • Microsoft® Windows® 98 Second Edition, Windows® 2000 with Service Pack 4 (SP4) or above, Windows® NT 4.0 (SP6 or bove), Windows® ME, Windows® XP Home or Professional (SP2 or above) or Windows Vista™ operating system.
  • A 9-pin/25-pin COM port or USB port
  • OneTouch® Interface Cable
  • Mouse and keyboard
  • Windows®-compatible printer (recommended if you wish to print Reports)
  • Video monitor with at least 800x600 pixel screen resolution and 256 colours

Return to Index

How do I check my computer for minimum system requirements?

Right-click on the "My Computer" icon and select "Properties."

Return to Index

What version of Windows® do I need to run OneTouch® Software?

OneTouch® Diabetes Management Software v2.3 and higher have been tested and validated to run on Microsoft® Windows® 98 Second Edition, Windows® NT 4.0 Workstation (SP6 or above), Windows® 2000 Professional (SP4 or above), Windows® Me, Windows® XP Home and Professional (SP2 or above) and Windows Vista™.

Return to Index

Is OneTouch® Software compatible with a Macintosh® Computer?

No. The software is designed to work with an IBM-compatible computer with a Pentium II processor (or greater). There are no plans to launch a Macintosh version of the software.

Return to Index

OneTouch® Interface Cables

How is the information transferred to the computer?

A special cable, called a OneTouch® Interface Cable, is used.

Return to Index

What is a OneTouch® Interface Cable? How do I get one?

This special cable is required to transfer data from your meter to your computer. Two types of cables are available: A 9-pin serial cable and a USB (Universal Serial Bus) cable. Each works with a different connector on a computer. Our cables are approximately 6 feet long. A OneTouch® Interface Cable can be ordered through the mail.

Return to Index

What is a USB cable? Why did LifeScan start offering one?

"USB" is short for "Universal Serial Bus." A single USB port can be used to connect up to 127 peripheral devices, such as mice, modems, and keyboards. USB also supports plug-and-play installation and hot plugging. Originally, the Interface Cable was available only in a 9-pin serial version. Some newer computers are produced with only USB ports, which is why LifeScan introduced a USB cable in 2004.

Return to Index

What is the difference between a OneTouch® Serial Cable and a OneTouch® USB Cable?

Both provide equivalent communication for all our meters. The distinction is that each kind of cable is intended for a different kind of connector to the computer. Some newer computers do not provide serial ports, which is why we introduced the USB version of the Interface Cable in 2004.

Return to Index

What operating systems work with the interface cables?

The serial cable will work with any supported Windows® operating system. The USB cable will work with only the following Operating Systems: Windows 98SE, Windows ME, Windows 2000, Windows XP and Windows Vista™.

Return to Index

Can LifeScan exchange a serial cable for a USB cable?

No. Although the OneTouch® USB cable was more recently introduced, it is not considered an upgrade from the serial cable. Rather, it is a distinct product. The two types of cables are equivalent in quality.

Return to Index

Can I use any cables other than ones provided by LifeScan?

No. Our OneTouch® Interface Cables are not standard cables. They are custom-built with proprietary internal components. Other cables are not compatible with OneTouch® Meters, and will not work with them.

Return to Index

Why isn't the cable included with the meter?

Not every customer is interested in downloading data from a meter to a software program. And, those customers who want the cable need to choose between the serial and USB versions, depending on their preferences or their computer's requirements. For these reasons, we offer the cable as a separate accessory.

Return to Index

Where can I purchase a OneTouch® Interface Cable?

A OneTouch® Interface Cable can be ordered by calling the LifeScan Technical Support Helpline on 0800 028 0616, or if calling from Ireland 1800 535 676. You can also email on TechnicalSupport@LifeScan.co.uk

Return to Index

Can an interface cable communicate with devices other than OneTouch® Meters, such as PDAs? Will it download to other software programs, such as insulin pump software?

No, our cables are meant specifically for our OneTouch® Meters. They will not work with any other devices, and they will not transfer data other than our meter data.

Return to Index

What do I need to do before the cable will work? Can I just plug it in, or do I need to install a software driver?

With the 9-pin serial cable, just plug it into your meter and the serial port (COM port) of your computer. You may need to restart your computer if another device had been using the serial port.

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

Return to Index

Can I connect the USB interface cable into a hub?

Yes, the USB cable can be used with a hub, rather than connected directly into a port on the computer.

Return to Index

I have misplaced the CD with the USB driver. Can I download the driver from the Web site?

You can download a driver from our Web site or contact LifeScan's Technical Support Helpline on (UK) 0800 028 0616 or (Ireland) 1800 535 676 for a replacement driver (subject to availability).

Return to Index

If I connect the cable to a different USB port on the same computer, do I need to install the driver again?

It depends on your operating system. Some may require you to reinstall the driver for each port.

Return to Index

If I want to uninstall the USB interface cable driver, what do I have to do?

Run the uninstall program from the USB driver CD.

Return to Index

My OneTouch® UltraEasy® with data port does not work with OneTouch® Diabetes Management Software. What should I do?

The OneTouch® UltraEasy® Meter (with data port) Meter are compatible with OneTouch® Diabetes Management Software v.2.3.2 , however you must download the Meter Driver. The Meter Driver can be downloaded from this Web site. Please refer to the instructions on the download page. You must install this Meter Driver update if you are a health care professional using OneTouch® Diabetes Management Software Pro v3.1.1 or older.

Return to Index

My OneTouch® Vita® does not work with OneTouch® Diabetes Management Software. What should I do?

The OneTouch® Vita® Meter is compatible with OneTouch® Diabetes Management Software v.2.3.2 , however you must download the Meter Driver. The Meter Driver can be downloaded from this Web site. Please refer to the instructions on the download page. You must install this Meter Driver update if you are a health care professional using OneTouch® Diabetes Management Software Pro v3.1.1 or older.

Return to Index

What are the requirements for installing the Meter Driver?

  • 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 v2.3.1
  • 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

Return to Index

If I want to uninstall the Meter Driver, what do I need to do?

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 "." 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.

Return to Index

My OneTouch® Ultra®2 Meter is displaying ATE on the screen when I try to download. What do I do?

Should this error occur there is no harm to the meter or to the data stored in the meter. After two minutes, the meter will time-out and shut off and full function will be restored. To prevent this from happening in the future, remember to connect the USB Cable to your OneTouch® Ultra®2 Meter before selecting the Download Meter Button.

Return to Index

Downloading and Using OneTouch® Software

Downloading and Installation

What are the requirements for downloading and installing OneTouch® Software?

  • High speed Internet access
  • OneTouch® or LifeScan Meter with a data port
  • An IBM®-compatible computer with: Intel® Pentium® II processor or equivalent, minimum 266 MHz (faster CPU is highly recommended)
  • CD-ROM drive or Internet connection
  • Minimum 128 MB of RAM (or higher if required by your Operating System)
  • Minimum free hard disk space: 100 -200 MB for installation, 100 MB for running the program
  • Microsoft® Windows® 98 Second Edition, Windows® 2000 with Service Pack 4 (SP4) or above, Windows® NT 4.0 (SP6 or above), Windows® ME, Windows® XP Home or Professional (SP2 or above) or Windows Vista™ operating system.
  • A 9-pin/25-pin COM port or USB port
  • OneTouch® Interface Cable
  • Mouse and keyboard
  • Windows®-compatible printer (recommended if you wish to print Reports)
  • Video monitor with at least 800x600 pixel screen resolution and 256 colours

Return to Index

Where do I find the download for OneTouch® Software?

You can download OneTouch® Software online at no charge. Download today!!

Return to Index

If I don't want to download, how do I buy OneTouch® Software?

Users who cannot download from this Web site have the option to purchase software on a CD, by contacting the LifeScan Technical Helpline. The OneTouch® Diabetes Management Software Download Instructions include ordering information.

Return to Index

Why is it taking a long time to download OneTouch® Software? Or, why does the process interrupt or "time-out" before the download is complete?

A long download time or interruption may be related to your connection speed. Because of the large file being transferred, the OneTouch® Software download is intended only for high-speed Internet access. It is not intended for dial-up connections, which are vulnerable to dropped Internet connections during extended download times.

Users who cannot download from this Web site have the option to purchase software on a CD, by contacting the LifeScan Technical Helpline The OneTouch® Diabetes Management Software Download Instructions include ordering information.

Return to Index

OneTouch® Software does not start to download properly. What should I do?

If you see strange characters displayed in the browser when you click the download link, you can try either of these two solutions:

  • 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.

Return to Index

I'm having problems installing OneTouch® Software. What should I do?

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 the LifeScan Technical Support Helpline on 0800 028 0616, or if you are calling from Ireland 1800 535 676, for assistance.

Return to Index

Communications between Meter and Computer

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

  • Be sure you are using a OneTouch® Interface Cable. 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.
  • Be sure that you do not have a version of IN TOUCH® Software (the predecessor to OneTouch® Software) installed and running at the same time as OneTouch® 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).

Return to Index

Printing

I'm encountering printing problems. What should I do?

Here are some suggested steps for resolving printing issues:

  • 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).

Return to Index

Technical and Data Questions

I have encountered one of the following errors:

  • 1. Error in localizing or
  • 2. The database appears to be damaged or
  • 3. Blank database is also corrupt. Please re-install OneTouch or connect to a different database.

What should I do?

Certain program installations or upgrades may fail to register critical components of the Microsoft Data Access Components (MDAC), or your system may be missing critical components of the Microsoft Data Access Components (MDAC) or theMicrosoft Data Access Components (MDAC) may have been corrupted.

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
  • 9. --If the registration fails, validate the path and try again. If after verifying the path the registration continues to fail please contact customer service.
  • 10. 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)
  • 11. Once the file is located select Start and then Run.
  • 12. In the run dialog box input "regsvr32"
  • 13. 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"
  • 14. Select "OK." The above command should result in the following message:
  • 15. 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.
  • 16. Reinstall OneTouch® Diabetes Management Software
  • 17. 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.

Return to Index

What should I do?

Why can't I see some or all of the readings that I downloaded from my meter?

It's possible that the date and/or year were set incorrectly. You can correct these settings by expanding the date range from the" Data List" report. To expand the date range:

  • 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 "12/01/2026."
  • 3. Choose "Apply."

Return to Index

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?

LifeScan's OneTouch® Blood Glucose Meters provide either whole blood-calibrated or plasma-calibrated readings, depending upon the meter and its associated test strips. In all cases, the sample applied is a drop of whole blood. However, plasma-calibrated readings are different from whole blood-calibrated readings, with plasma-calibrated values being 12 percent higher than whole-blood values. Note: when you receive a glucose reading from a laboratory, this is usually stated as a plasma value.

For OneTouch® 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."

Return to Index

I'm getting an error message about my regional settings when I launch OneTouch® Software. What should I do?

Follow these steps:

  • 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."

Return to Index

Can I import/merge my data from IN TOUCH® Software v1.3.3?

Yes. If you currently have IN TOUCH Software -- and you install OneTouch® Software v2.3.2, in the same language as the older version of the software-- you will be prompted the first time you open OneTouch® Software to select "convert existing data to OneTouch® Software v2.3.2 or higher."

If you want to do a database conversion after installing OneTouch® 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 OneTouch® Software in a new language.

For example, if you have IN TOUCH® Software in English already installed on your system and you want to install OneTouch® Software v2.3.2 in a language other than English, be sure to archive your InTouch database and uninstall InTouch before installing v 2.3.2 or higher in the new language. Refer to the Archive topic in the User Manual for information on archiving.

Return to Index

Accessing Customer Service and Support

What kind of support is available for OneTouch® Software?

In the UK and Ireland, the Technical Support team is prepared to assist you with OneTouch® Software issues. Call the LifeScan Technical Support Helpline on 0800 028 0616, or if you are calling from Ireland 1800 535 676, to speak to one of our dedicated Technical Support team.

Return to Index

Before I report a problem with downloading, what information should I collect?

Please make note of:

  • 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, BT, AOL, WANADOO 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.

Return to Index