For your and your patients' 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 your patients 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 your patients.
Q: Can a computer virus damage my patient’s blood glucose results?
A: No, there is no risk of your patient’s 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 patient’s 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 patient’s 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 my patients get Bayer’s GLUCOFACTS® DELUXE diabetes management software to auto-play from their 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 your patient will need to modify their Group Policy or Registry Settings to enable auto-play. They should obtain 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 your patient’s “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 patient’s computer has Java® installed and he/she can’t run Bayer’s GLUCOFACTS® DELUXE diabetes management software. What should he/she do?
A: Your patient needs to make sure that he/she has Java® 1.6 or higher. The software installation process should guide him/her to a website where the latest version of Java® can be downloaded and installed. If he/she do not have internet access or for whatever reason the installation did not guide him/her 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 your patient is not connected to the internet, he/she should make sure that he/she has selected Java SE 6 as the default Java® version.
Q: My patient doesn’t have Java® installed (or doesn’t know if he/she does). Where can my patient go to do so?
A: Your patient needs to make sure that he/she has Java® 1.6 or higher. The software installation process should guide him/her to a website where the latest version of Java® can be downloaded and installed. If your patient does not have internet access or for whatever reason the installation did not guide him/her 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 your patient is not connected to the internet, he/she should make sure that he/she has selected Java SE 6 as the default Java® version.
Q: How do my patients find the 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: My patient is trying to install Java® and does not have the necessary administrative permission? What should he/she do?
A: Log in as a user with administrative rights and try to re-install Java®. If he/she does not have administrator rights he/she should contact his/her system administrator for assistance. For further information they can visit the Java.com website for a comprehensive list of questions and answers.
Q: What does my patient do if he/she sees a security request during Java® update?
A: The detection software is making your patient 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 your patient can visit the Java.com website for a comprehensive list of questions and answers.
Q: After my patient installs Java®, Bayer’s GLUCOFACTS® DELUXE diabetes management software does not start automatically. What should he/she do?
A: Java® needs to be running in order for GLUCOFACTS® DELUXE to operate. After installing Java® it may be necessary to restart his/her computer in order to start Java®. Following re-start your patient should re-insert his/her CONTOUR® USB meter. For further information he/she 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 your patient can save and/or e-mail you or their 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 patient’s operating system is XP® SP 1, 2 or Vista® SP1 or Mac® 10.5.6 (or lower) – can he/she use your product? How?
A: Yes. Once your patient upgrades to Windows® XP SP3, Windows® Vista SP2 or Mac® 10.5.7. To upgrade, they contact the website for their operating system.
Q: What is impacting my patient’s 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 does my patient do if he/she accidentally delete the folder called GLUCOFACTS® DELUXE?
A: Your patient should 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 your patient will need to access the data management software from their 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 my patients safely eject Bayer’s CONTOUR® USB meter from their 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, they should click on the GLUCOFACTS icon on the desktop and choose eject. They should repeat the same step for the CONTOUR USB icon.
Q: Can my patients 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 my patients get onto the CONTOUR® USB website from Bayer’s GLUCOFACTS® DELUXE diabetes management software?
A: When your patients press the CONTOUR® USB icon on the home page they need to make sure they are connected to the internet. They can go directly to the website by typing the URL directly into their 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 your patients are using a high speed connection and downloads continue to be slow they should contact their internet service provider (ISP) to troubleshoot the slow transfer rate.
Q: How do my patients get upgrades to GLUCOFACTS® DELUXE diabetes management software?
A: In order to obtain an upgrade your patients 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 they will get a link to download the latest software. For users that do not have internet access, they should call the Bayer Diabetes Care Helpline at 1-800-268-7200 for full details regarding updates. Their local customer service number can be found on the back of their 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 does my patient do?
A: A common cause of printer problems is an outdated driver. Patients should contact their printer manufacturer to obtain the most recent driver for their operating system.
Q: Can my patient 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.
Q: Can my patient use the wall charger available from Bayer for other products?
A: Patients should 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 patient’s personal diabetes files stored?
A: Your patient’s personal diabetes files can be stored on the CONTOUR® USB drive on Bayer’s CONTOUR® USB meter.
Q: Will my patient’s CONTOUR® USB meter from Bayer charge if he/she inserts it into the USB port when my computer is turned off?
A: Unless the computer is turned on, your patient cannot be assured that Bayer's CONTOUR® USB meter will charge when he/she plugs it into the USB port.