OneTouch^® troubleshooting tips

General Troubleshooting Tips

These troubleshooting tips are meant to assist users in performing maintenance tasks on OneTouch^® Diabetes Management Software or their computers that may improve performance or help correct problems. These tips are meant for more advanced computer users. You may wish to discuss software or computer-performance issues with our dedicated LifeScan Technical Support team before executing these troubleshooting tasks.

• Review the Readme File
• Reinstall OneTouch^® Software
• Locate the Install and Error Log Files
• Run ScanDisk
• Run Disk Defragment
• Delete Temp Files from the Hard Drive
• Close Programs
• Run Windows in Safe Mode
• Delete Temporary Internet files

Review the Readme File

The "Readme" file placed on your computer during installation is an additional piece of documentation that lists known issues with the software. The information in the file may help answer a question. It is located on your computer at C:\Program Files\OneTouch\Documents\readme.wri

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Reinstall OneTouch^® Software

Various issues could be resolved by reinstalling OneTouch^® Software. For example, this may be an option if you have just installed the software and are having problems. To do a reinstallation, do the following:

For a new install, with no database created

• 1. Shut down OneTouch^® Software.
• 2. Go to "Start," point to "Settings," then choose "Control Panel."
• 3. Choose "Add/Remove Programs."
• 4. Select "OneTouch^® Diabetes Management Software."
• 5. Choose "Add/Remove" and follow the prompts to remove files.
• 6. After uninstall is complete, reinstall OneTouch^® Software.

If a database has been created or converted

• 1. Shut down OneTouch^® Software.
• 2. Locate the file named C:\Program Files\OneTouch\Data\OneTouch.mdb. Copy this file into an alternative directory.
• 3. Choose "Start," point to "Settings," then choose "Control Panel."
• 4. Choose "Add/Remove Programs."
• 5. Select "OneTouch Diabetes Management Software."
• 6. Choose "Add/Remove" and follow the prompts to remove files.
• 7. After uninstall is complete, reinstall OneTouch^® Software.

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Locate the Install and Error Log Files

These files may help identify problem causes. When you contact OneTouch^® Customer Care, you may be asked to send the files, via fax or e-mail, for review.

"OT_InstallLog.TXT File"

Located in the Program Files\OneTouch\LogFiles folder, this file is created when installing OneTouch^® Diabetes Management Software. The file contains a snapshot of some of your system files and lists all installation actions.

"OT_ErrorLog.TXT File"

Located in the Program Files\OneTouch\Bin\LogFiles folder, this file is created if there is a problem or error while running OneTouch^® Diabetes Management Software. Subsequent problems or errors will append to the file without overwriting previous error information.

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Run ScanDisk

ScanDisk reviews your computer hard drive, identifying files or sectors that may be corrupted and, in some cases, fixing these problems. Performing a ScanDisk may also result in information that can be helpful when you contact OneTouch^® Customer Care. This process varies, depending on your version of Microsoft^® Windows^®.

Windows 98/ME

To run ScanDisk:

• 1. Choose "Start," then "Run."
• 2. Type "scandisk" in the run dialog box, then press "OK."
• 3. Within the ScanDisk window, select the drive you want to check.
• 4. Choose between "Standard" and "Thorough." It is recommended you run "Standard" first. If you encounter issues with the "Standard" scan, then run the "Thorough" scan.
• 5. Choose "Start" to begin scanning.

Windows 2000/NT/XP

Keep in mind that Windows 2000 is a network operating system. If you are using Windows 2000 on a network, your network administrator may have restricted you from running ScanDisk or from having any direct disk access. To run ScanDisk:

• 1. Open "My Computer."
• 2. Right-mouse-click a local hard disk drive and select "Properties" from the menu.
• 3. Select the "Tools" tab, and then choose "Check Now" to check the drive for errors.

Windows Vista™

Refer to the help file provided with your operating system. Go to Start, Help and then type in the keyword under the search tab (e.g. "Scan Disk" or "Defrag")

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Run Disk Defragment

Disk Defragment or "Defrag" is a process recommended by Microsoft to optimize your system. This process varies, depending on your version of Windows.

Windows 98/ME

To run Defrag:

• 1. Choose "Start," then select "Run."
• 2. Type "defrag" in the run dialog box, then choose "OK."
• 3. Within the Defrag window, select the drive that you want to defragment and choose "OK."

Windows 2000 NT/XP

Keep in mind that Windows 2000 is a network operating system. If you are using Windows 2000 on a network, your network administrator may have restricted you from running Defrag or from having any direct disk access. To run Defrag:

• 1. Open "My Computer."
• 2. Right-mouse-click a local hard disk drive and select "Properties" from the menu.
• 3. Select the "Tools" tab, and then choose "Defragment Now" to defragment the drive.

Windows Vista™

Refer to the help file provided with your operating system. Go to Start, Help and then type in the keyword under the search tab (e.g. "Scan Disk" or "Defrag")

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Delete Temp Files from the Hard Drive

Deleting temp files helps to clean up your hard drive and free space, thus optimizing your computer. Some temp files may be corrupted, contributing to problems with OneTouch^® Software.

This process applies to Windows 95/98/ME/NT/2000/XP

• Choose "Start," point to "Find" (or "Search"), then "For Files or Folders."
• In the name field type "*.tmp".
• Ensure drive C: is selected.
• Choose "Find Now" (or "Search Now").
• Once the files are found, choose "Select All" from the "Edit" menu, then press the Delete key on your keyboard to delete the files.
• Once the .tmp files have been deleted, repeat the process by typing "*.chk" and deleting those files as well.

Microsoft Vista™

Refer to the help file provided with your operating system. Go to Start, Help and then type in the key word under the search tab (e.g. "Temporary Files").

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Close Programs

A problem with OneTouch^® Software may be caused by interference from another program running on your computer. For example, communications problems may occur if another function is using the port. One way to "debug" this type of issue is to close any TSRs (Terminate and Stay Resident programs) or other running programs.

Press Ctrl + Alt + Del, which will open a "Task Manager" or "Close Programs" window. Highlight any running program besides Internet Explorer and choose the "End Task" button. If you get a prompt, choose "End Task" again. Repeat the above steps until nothing remains running except Internet Explorer. If your computer then runs faster, or if you are able to run OneTouch^® Software without errors, then there is a good possibility you may have a TSR that is causing problems for your computer.

If this effort resolved your issue, attempt to determine which application is causing the problem by rebooting your computer and then end tasks one at a time until you have discovered which program is the cause. Attempt to uninstall that particular program.

If this effort did not resolve the issue, you may wish to try troubleshooting in Safe Mode.

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Run Windows in Safe Mode

An installation may fail because of problems in Windows. Safe Mode offers a platform through which to install a program outside of Windows, as well as to debug Windows. LifeScan Technical Support team can assist you if you wish to install OneTouch^® Software in Safe Mode.

This process varies, depending on your version of Windows.

Windows 98/ME:Windows 98/ME includes the System Configuration Utility. If you can start the computer normally in Windows, using the System Configuration Utility is the easiest -- and the recommended -- way to restart the computer in Safe Mode.

To configure the System Configuration Utility to start the computer in Safe Mode:

• 1. Close all open programs.
• 2. Choose "Start," then select "Run."
• 3. Type "msconfig" in the "Run Dialog" box, then choose "OK."
• 4. The System Configuration Utility appears. Choose "Advanced."
• 5. The "Advanced Troubleshooting Settings" dialog box appears. Check "Enable Startup Menu" and then choose "OK." Choose "OK" again when the System Configuration Utility reappears.
• 6. You will be prompted to restart the computer. Choose "Yes." The computer will restart in Safe Mode. (This can take several minutes.)

Note: When you are finished with an installation or troubleshooting in Safe Mode, repeat these steps, but in step 5 uncheck "Enable Start-up Menu." Then close all programs and restart the computer as you normally would.

To start Windows 2000/XP in Safe Mode

• 1. Choose "Options," and then choose "Print" to print these instructions. They will not be available after you shut down your computer in step 2.
• 2. Choose "Start," and then choose "Shut Down."
• 3. Choose "Restart," and then choose "OK."
• 4. When you see the message "Please select the operating system to start," press F8.
• 5. Use the arrow keys to highlight the appropriate safe mode option, and then press the Enter key. ("Num Lock" must be off before the arrow keys on the numeric keypad will function.)
• 6. Use the arrow keys to highlight an operating system, and then press the Enter key.

Microsoft Vista™

Refer to the help file provided with your operating system. Go to Start, Help and then type in the key word under the search tab (e.g. "Temporary Files").

Note: When you are finished with an installation or troubleshooting in Safe Mode, close all programs and restart the computer. Allow the computer to start normally.

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Deleting Temporary Internet Files

A full cache of previously viewed Web pages can slow your browser and delay the OneTouch^® Software installation process.

Here is how the cache works: Each time you open a Web page, your browser creates a cache file (a temporary copy) of the page's text and graphics. When you revisit a page, your browser checks the Web site server for changes. If the page has changed, your browser retrieves a new version. If the page hasn't changed, your browser uses the cached files from your computer memory (RAM) or hard drive. This system is intended to help load Web pages more quickly. However, if you have viewed many Web pages, you may have a very full cache and may see decreased browser performance. One indication that the cache has grown too large is that the browser seems slow to start or exit. To resolve this issue you must clear out the cache.

Microsoft Internet Explorer^® 5.0 and higher

• 1. Choose the "Tools" menu and select "Internet Options."
• 2. In the Temporary Internet Files area, select "Delete Files."
• 3. Don't check the "Delete all offline content box." Instead, choose "OK."

Netscape^® 4.0 to 5.x

• 1. Choose the "Edit" menu option.
• 2. Choose "Preferences."
• 3. Select the [+] sign next to "Advanced," if the directory is not already expanded.
• 4. Choose "Cache" under the "Advanced" heading.
• 5. Press the "Clear Memory Cache" button.
• 6. Choose "OK."
• 7. Press the "Clear Disk Cache" button.
• 8. Press "OK."

Netscape^® 6.x

• 1. Choose "Preferences"
• 2. Select the right-pointing triangle next to "Advanced," if it is not already expanded.
• 3. Choose "Cache" under the "Advanced" heading.
• 4. Press the "Clear Memory Cache" button.
• 5. Press the "Clear Disk Cache" button.

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