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Troubleshooting Situation #1: Meter does not enter the test mode after inserting a BGStar Test
Strip.
[1] CAUSE: The batteries have insufficient power. ACTION: Replace the batteries, set time and
date, and test.
[2] CAUSE: The batteries are installed incorrectly or there are no batteries in the meter.
ACTION: Check that both batteries are installed correctly, with the positive (+) sign facing up
towards you.
[3] CAUSE: BGStar Test Strip has been inserted upside down, wrong end in, or incompletely
inserted into the meter. ACTION: Insert the BGStar Test Strip with the black side up and the
contact bars of the test strip in the meter. Ensure that the test strip is fully inserted.
[4] CAUSE: Defective meter or defective BGStar Test Strips. ACTION: Call sanofi-aventis toll
free at: 1-888-852-6887.
[5] CAUSE: Blood or foreign objects introduced into the BGStar Meter strip port. ACTION:
Please refer to chapter 22. If problem persists, call sanofi-aventis toll free at: 1-888-852-6887 and
have the meter serial number available (located on back of the meter).
Troubleshooting Situation #2: The glucose test sequence does not start after applying the blood
sample.
[1] CAUSE: Defective test strip. ACTION: Repeat the test with a new BGStar Test Strip. If
problem persists, call sanofi-aventis toll free at: 1-888-852-6887 and have the test strip LOT
number available (located on the test strip vial).
[2] CAUSE: Sample applied after meter times out and deactivates. ACTION: Repeat the test
using a new BGStar Test Strip. Wait until you see the blood and test strip symbols on the display
before you apply the blood sample.
[3] CAUSE: Sample not applied to the tip of the test strip. ACTION: Repeat the test using a new
BGStar Test Strip.
[4] CAUSE: Defective meter. ACTION: Call sanofi-aventis toll free at: 1-888-852-6887 and
have the meter serial number available (located on the back of the meter).
20 Display Messages
CHAPTER
CAUTION: Low or high blood glucose test results can indicate a potentially serious medical
condition. Follow your health professional's recommendations.
LO MESSAGE: Flashing message, with double beep (if volume is enabled).
Application number: 184338
Page 42 of 48
Date of revision: August 18, 2011
s-a Version 2.1 dated August 26, 2011
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