For your convenience, we have compiled a list of frequently asked technical questions about Bayer’s CONTOUR® USB meter and Bayer’s GLUCOFACTS® DELUXE diabetes management software.
Navigate to the FAQ section that interests you using the Table of Contents to the right, or scroll through them all for a more complete look.
If you have a problem and none of the FAQs or problem solving messages on the meter help, they can call Bayer Diabetes Care Helpline. In Canada, call toll free: 1-800-268-7200 (9am – 9pm EST, 7 days a week). We have trained specialists to help you.
Q: Can a computer virus damage my blood glucose results?
A: No, there is no risk of your blood glucose results being damaged as that data is in the portion of Bayer’s CONTOUR® USB meter that cannot be accessed by a virus.
Q: Is my CONTOUR® USB meter from Bayer protected from computer viruses?
A: Yes, Bayer's CONTOUR® USB meter is scanned prior to leaving Bayer’s manufacturing facilities for the presence of viruses. To maintain protection against viruses, Bayer's CONTOUR® USB meter should only be plugged into computers which have current anti-virus software installed and running.
Q: Will spyware interfere with Bayer's CONTOUR® USB meter?
A: Spyware can interfere with the normal operation of your computer including running software applications such as Bayer’s GLUCOFACTS® DELUXE. The use of reputable spyware detection and removal tools is highly recommended.
Q: How can I get Bayer’s GLUCOFACTS® DELUXE diabetes management software to auto-play from my CONTOUR® USB meter?
A: For Windows XP® users auto-play for this type of software is on by default. If it has been turned off you will need to modify your Group Policy or Registry Settings to enable auto-play. Please get IT support to enable auto-play. Changing Group Policy or Registry Settings should not be performed by someone without experience.
A: Windows Vista® users open the Start menu, choose Control Panel, select AutoPlay. Make sure the “Use AutoPlay for all media and devices” checkbox is selected and verify that the setting for software and games is "Install or run program".
A: Windows® 7 users need to navigate to the GLUCOFACTS drive on the CONTOUR® USB meter and double click the "Glucofacts.bat" file to launch the GLUCOFACTS® DELUXE software. In order to provide you with better security and protection, Windows® 7 has changed how it auto starts applications on removable media, like your CONTOUR® USB meter.
A: For Mac® users GLUCOFACTS® DELUXE software must be launched from the computer desktop screen.
Q: Why is it taking so long to launch Bayer’s GLUCOFACTS® DELUXE diabetes management software?
A: The first time Bayer’s CONTOUR® USB meter is inserted into a USB port several programs are loaded in order to use the USB storage. The loading speed varies by computer and could take up to a few minutes. Subsequent insertions should take less time to process.
Q: Can I run the software without using autoplay?
A: CONTOUR® USB utilizes the Auto Play feature in Windows to automatically start the GLUCOFACTS® DELUXE software. If auto play does not automatically start the software the following steps can be followed to manually start the program:
- Navigate to the GLUCOFACTS drive on the CONTOUR® USB meter.
- For Mac Users, locate and double click the "Glucofacts" application to launch the GLUCOFACTS® DELUXE software.
- For Windows Users, locate and double click the “Glucofacts.bat” file to launch the GLUCOFACTS® DELUXE software.
Q: My computer has Java® installed and I can’t run Bayer’s GLUCOFACTS® DELUXE diabetes management software. What should I do?
A: You need to make sure that you have Java® 1.6 or higher. The software installation process should guide you to a website where the latest version of Java® can be downloaded and installed. If you do not have internet access or for whatever reason the installation did not guide you to the website, an adequate version of Java® has been distributed on Bayer's CONTOUR® USB meter and can be found on the mass storage.
A: Mac® computers come with a sufficient version of Java® installed. The most recent version of Java® is available for download from the Apple® website. If you are not connected to the internet, please make sure that you have selected Java SE 6 as the default Java® version.
Q: I don’t have Java® installed (or don’t know if I do). Where can I go to do so?
A: You need to make sure that you have Java® 1.6 or higher. The software installation process should guide you to a website where the latest version of Java® can be downloaded and installed. If you do not have internet access or for whatever reason the installation did not guide you to the website, an adequate version of Java® has been distributed on Bayer's CONTOUR® USB meter and can be found on the mass storage.
A: Mac® computers come with a sufficient version of Java® installed. The most recent version of Java® is available for download from the Apple® website. If you are not connected to the internet, please make sure that you have selected Java SE 6 as the default Java® version.
Q: How do I find my version of Java®?
A: Windows® users click on START > Settings > Control Panel. Java® will be listed in Control Panel if it has been installed. Double Click on Java® in the Control Panel and select the About button to check the version.
A: Mac® users click on Finder > Applications > Utilities. Java® will be a folder in utilities. Mac® computers typically come with Java® pre-installed, however apple.com also has Java® for Mac® available as a download.
Q: I am trying to install Java® and I do not have the necessary administrative permission? What do I do?
A: Log in as a user with administrative rights and try to re-install Java®. If you do not have administrator rights contact your system administrator for assistance. For further information please visit the Java.com website for a comprehensive list of questions and answers.
Q: What do I do if I see a security request during Java® update?
A: The detection software is making you aware that a new program is being installed (Java®). This is typically caused by a virus, malware (malicious software), or spyware detection program. Typically, clicking the Allow button will continue the installation through to completion. For further information please visit the Java.com website for a comprehensive list of questions and answers.
Q: After I install Java®, Bayer’s GLUCOFACTS® DELUXE diabetes management software does not start automatically. What should I do?
A: Java® needs to be running in order for GLUCOFACTS® DELUXE to operate. After installing Java® it may be necessary to restart your computer in order to start Java®. Following re-start you should re-insert your CONTOUR® USB meter. For further information please visit the Java.com website for a comprehensive list of questions and answers.
Q: Why is Adobe® Reader® required?
A: Adobe® Reader® is required to view user guides and quick reference guides and to create a PDF document in Bayer’s GLUCOFACTS® DELUXE diabetes management software that you can save and / or email to your healthcare professional or caregiver.
For further information please visit the Adobe.com website for a comprehensive list of questions and answers.
Q: Where can I find information on my operating system?
A: Windows® users should click on the System icon in the Control Panel. The Windows® version is listed under the General tab.
A: Mac® users should click on the Apple icon in the top left corner of the Desktop. Click on About this Mac®.
Q: My operating system is XP® SP 1, 2 or Vista® SP1 or Mac® 10.5.6 (or lower) – can I use your product? How?
A: Yes. Once you upgrade to Windows® XP SP3, Windows® Vista SP2 or Mac® 10.5.7. To upgrade, please contact the website for your operating system.
Q: What is impacting my file transfer speed?
A: The upload/download speed of personal diabetes data files depends upon file size, location of files (network, etc), computer speed and USB speed. Expect upload speeds of about 1 or 2 Mbit/s and download speeds up to 12 Mbit/s.
Q: What do I do if I accidentally delete the folder called GLUCOFACTS® DELUXE?
A: Go to www.BayerCare.ca and download the computer version of GLUCOFACTS® DELUXE software. Please be aware that if the GLUCOFACTS® DELUXE file is deleted from Bayer’s CONTOUR® USB meter, the meter system will no longer function as plug & play and you will need to access the data management software from your computer.
Q: What does USB 2.0 compliance mean?
A: Bayer’s CONTOUR® USB device has been tested by a certified laboratory to be compliant with the USB 2.0 specification; a standard developed by Hewlett Packard, Intel, Lucent Technologies, Microsoft, NEC and Philips for serial communications.
Q: How do I safely eject Bayer’s CONTOUR® USB meter from my computer?
A: Windows® users should click on the Safely Remove icon in the system tray. Remove each drive (GLUCOFACTS and CONTOUR USB).
A: Mac® users should exit the GLUCOFACTS® DELUXE program by clicking the tab at the top of their desktop to close the program. Next, click on the GLUCOFACTS icon on the desktop and choose eject. Repeat the same step for the CONTOUR USB icon.
Q: Can I connect Bayer’s CONTOUR® USB meter to a computer or USB hub that is compliant to the older USB 1.1 standard?
A: Yes, Bayer's CONTOUR® USB meter can be connected to a USB 1.1 port as USB 2.0 is backward compatible with the USB 1.1 standard.
Q: How do I get onto the CONTOUR® USB website from Bayer’s GLUCOFACTS® DELUXE diabetes management software?
A: When you press the CONTOUR® USB icon on the home page you need to make sure you are connected to the internet. You can go directly to the website by typing the URL directly into your browser: www.bayercontourusb.ca.
Q: What is impacting the time that it takes to update GLUCOFACTS® DELUXE diabetes management software?
A: The internet download speed is directly affected by the connection type. Dial-up connections do not have a high throughput and will appear to be slow. High speed internet connections such as cable modem or DSL, are significantly faster. If you are using a high speed connection and downloads continue to be slow contact your internet service provider (ISP) to troubleshoot the slow transfer rate.
Q: How do I get upgrades to GLUCOFACTS® DELUXE diabetes management software?
A: In order to get an upgrade you must be registered which is possible via the link on the GLUCOFACTS® DELUXE homepage. After registration, the GLUCOFACTS® DELUXE software checks for updates on the internet every 7 days and if updates are available you will get a link to download the latest software. For users that do not have internet access, call the Bayer Diabetes Care Helpline at 1-800-268-7200 for full details regarding updates. Your local customer service number can be found on the back of your meter.
Q: Will competitive software interfere with Bayer’s GLUCOFACTS® DELUXE diabetes management software?
A: No, there are no known issues regarding interference with other software products.
Q: The reports are not printing out. What do I do?
A: A common cause of printer problems is an outdated driver. Contact your printer manufacturer to obtain the most recent driver for your operating system.
Q: Can I use a different wall charger than the one available from Bayer?
A: No, Bayer has not tested other wall chargers and cannot recommend their usage with your CONTOUR® USB meter. You can obtain a FREE wall charger from Bayer when you register your CONTOUR® USB meter.
Q: Can I use the wall charger available from Bayer for other products?
A: Use only with Bayer’s CONTOUR® USB meter. This charger is to be used only with Bayer’s CONTOUR® USB rechargeable battery.
Q: Where are my personal diabetes files stored?
A: Your personal diabetes files can be stored on the CONTOUR USB drive on Bayer’s CONTOUR® USB meter.
Q: Will my CONTOUR® USB meter from Bayer charge if I insert it into the USB port when my computer is turned off?
A: Unless the computer is turned on, you cannot be assured that Bayer's CONTOUR® USB meter will charge when you plug it into the USB port.