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Making your OneTouch® Diabetes Management Software work for you
OneTouch® Diabetes Management Software To help you get started quickly, review the OneTouch® Diabetes Management Software Quick Reference Guide. For your expert questions refer to the complete User Guide. Both are available online as downloadable PDF files.
User's Guides
OneTouch Diabetes Management Software v2.1 Quick Reference Guide
OneTouch Diabetes Management Software v2.1 User Manual
To view PDF files, you must have the latest version of Adobe® Reader®.
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 our Customer Service Department at (210) 68.75.770 in Athens and (2310) 392.301 in Thessaloniki, or at the Direct Communication Line 800 11 78888.
OneTouch® Software Features
Connecting Your Meter to OneTouch® Software
Meters and Operating Systems
OneTouch™ Interface Cable
Downloading and Using OneTouch® Software
Downloading and Installation
Communications between Meter and Computer
Printing
Technical and Data Questions
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.
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What is the current version?
In Greece the current version is OneTouch® Diabetes Management Software v.2.1 (English-language only), first made available for download on January 19, 2005.
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Can I download data from multiple meters and merge the data into one report?
Yes, although all meters must be OneTouch® Meters. You can merge the results from multiple meters into a single database, or you can keep the results separate for each.
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Can I e-mail or fax data results to my health care professional?
Yes. OneTouch Software includes functions for printing, e-mailing and faxing reports.
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Can I e-mail or fax data results to my patient?
Yes. OneTouch Software includes functions for printing, e-mailing and faxing reports.
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Connecting Your Meter to OneTouch® Software
Meters and Operating System What meters work with OneTouch® Software?
OneTouch Diabetes Management Software is compatible with the entire family of OneTouch® Meters (with data port).
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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 100 MHz (faster CPU is highly recommended)
- CD-ROM drive or Internet connection
- Minimum 64 MB of RAM (or higher if required by your Operating System)
- Minimum free hard disk space
- 130 MB for installation
- 60 MB for running the program
- Microsoft Windows® 95c, Windows 98 Second Edition, Windows NT 4.0 Server (SP5 or above), Windows NT 4.0 Workstation (SP5 or above), Windows 2000 Professional and Server Editions (SP2 or above), Windows ME, or Windows XP (SP1 or above) Home and Professional Platforms.
- Either a 9-pin or 25-pin serial or USB port
- OneTouch™ Interface Cable
- Mouse and keyboard
- Windows-compatible printer (or colour printer if you wish to print reports in colour)
- Video monitor with at least 800x600 pixel screen resolution and 256 colours
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How do I check my computer for minimum system requirements?
Right-click on the “My Computer” icon and select “Properties.”
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What version of Windows® do I need to run OneTouch Software?
OneTouch Diabetes Management Software v.2.1 has been tested and validated to run on Microsoft Windows 95c, Windows 98 Second Edition, Windows NT 4.0 Server with Service Pack 5, (SP5 or above), Windows NT 4.0 Workstation (SP5 or above), Windows 2000 Professional and Server Editions (SP2 or above), Windows ME, and Windows XP (SP1 or above) Home and Professional Platforms.
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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.
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How do I get a SmartScan® Adapter?
Call our Customer Service Department at (210) 68.75.770 in Athens and (2310) 392.301 in Thessaloniki, or at the Direct Communication Line 800 11 78888.
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How is the information transferred to the computer?
A special cable, called a OneTouch™ Interface Cable, is used.
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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. Call our Customer Service Department at (210) 68.75.770 in Athens and (2310) 392.301 in Thessaloniki, or at the Direct Communication Line 800 11 78888 to order the interface cable (retail price 25 euro).
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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.
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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.
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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, and Windows XP.
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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.
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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.
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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.
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Where can I order a OneTouch™ Interface Cable?
Call our Customer Service Department at (210) 68.75.770 in Athens and (2310) 392.301 in Thessaloniki, or at the Direct Communication Line 800 11 78888 to order the interface cable (retail price 25 euro).
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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.
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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.
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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.
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I have misplaced the CD with the USB driver. Can I download the driver from the Web site?
We do not have a downloadable driver available on our Web site. However, you may contact our Customer Service Department at (210) 68.75.770 in Athens and (2310) 392.301 in Thessaloniki, or at the Direct Communication Line 800 11 78888, for a replacement driver.
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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.
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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.
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Downloading and Using OneTouch® Software
Downloading and Installation
What are the requirements for downloading and installing OneTouch® Software?
- High speed Internet access
- A LifeScan/OneTouch® Meter with a data port
- An IBM-compatible computer with: Intel Pentium II processor or equivalent, minimum 100 MHz (faster CPU is highly recommended)
- CD-ROM drive or Internet connection
- Minimum 64 MB of RAM (or higher if required by your Operating System)
- Minimum free hard disk space
- 130 MB for installation
- 60 MB for running the program
- Microsoft Windows 95c, Windows 98 Second Edition, Windows NT 4.0 Server (SP5 or above), Windows NT 4.0 Workstation (SP5 or above), Windows 2000 Professional and Server Editions (SP2 or above), Windows ME, or Windows XP (SP1 or above) Home and Professional Platforms.
- Either a 9-pin or 25-pin serial or USB port
- OneTouch Interface Cable
- Mouse and keyboard
- Windows-compatible printer (or colour printer if you wish to print reports in colour)
- Video monitor with at least 800x600 pixel screen resolution and 256 colours
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Where do I find the download for OneTouch Software?
You can download OneTouch Software online at no charge. Download today!!
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If I don’t want to download, how do I get OneTouch Software?
If you don’t want to download from the Web site please call our Customer Service Department at (210) 68.75.770 in Athens and (2310) 392.301 in Thessaloniki, or at the Direct Communication Line 800 11 78888 to obtain a copy of One Touch Software free of charge and order the interface cable.
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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.
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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:
- Hold down the “Shift” key at the same time that you choose the “Download” link.
- 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.
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I encountered an error message "Setup cannot run from this Web page," or on Step 3 of the download instructions on LifeScanHellas.com , the install button doesn't appear. What should I do?
This message is usually related to security settings within the Web browser. The latest version of Microsoft Internet Explorer® is recommended (updates can be downloaded from Microsoft's Web site). If you use a browser provided by your Internet Service Provider (AOL, for example), we recommend that you connect to the Internet as you normally do, then minimize all windows. Open Internet Explorer and use it to download OneTouch Software.
From the browser window select “Internet Options” from the “Tools” menu. Choose the “Security” tab, then “Custom Level.”
1. Write down your current settings
2. Then, change the settings to:
- Download signed ActiveX® controls - Enable
- Run ActiveX controls and plug-ins - Enable
- Script ActiveX control marked as safe for scripting - Enable
- Active scripting - Enable
3. When installation is complete, we recommend changing your settings back to your original settings.
4. Choose “OK.” A message will appear asking if you are sure that you want to change these settings.
5. Choose “Yes.”
6. Choose “OK” on the remaining window to get back to Internet Explorer.
7. Close Internet Explorer and reopen to refresh these changes.
8. Return to LifeScanHellas.com and go through the steps for downloading the software again.
Note: A firewall and/or anti-virus software may also cause this error to appear. Please temporarily disable your firewall and anti-virus software.
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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 our Customer Service Department at (210) 68.75.770 in Athens and (2310) 392.301 in Thessaloniki, or at the Direct Communication Line 800 11 78888 for assistance.
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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).
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Printing
Why can't I print reports in colour?
Colour printing is a new feature in version 2.1. If you have a colour printer and are unable to print in colour, you may have the older version of OneTouch Software (2.0), which does not support colour printing.
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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.
- On your computer “Desktop,” choose “Start,” choose “Settings,” and then choose “Printers.”
- 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.
- If you are printing to a network printer, confirm with your network administrator that there are no network problems.
- 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).
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Technical and Data Questions
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:
- At the top of the “Report” window, select the “Date Range” field and choose “Custom” from the drop-down list.
- In the “From” field, type the date “1/1/1900” and in the “To” field, type “31/12/2026.”
- Choose “Apply.”
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I encountered "Error 429" or "Error 91." What should I do?
This error message occurred in the earlier version of OneTouch Software (2.0). Downloading and installing the current version (2.1) should correct the problem in most cases. If you wish to continue using version 2.0, try these steps to correct the error:
- Choose “Start,” point to “Settings,” then choose “Control Panel.” Open “Regional Settings.” Check the following settings on your computer:
- The locale of the system should be set to English.
- The operating system version should be in English.
- If a period is used for both the date separator and the time separator, there will be errors when running OneTouch Software.
- Some files may not be registered correctly. A patch has been developed that will register these files.
- Refer to General Troubleshooting Tips for information on how to perform system maintenance (suggested only for advanced computer users).
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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:
- Select “Preferences,” then “General.”
- Under “Units and Display Options,” go to the drop-down list and select your choice, then “Save.”
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I'm getting an error message about my regional settings when I launch OneTouch Software. What should I do?
Follow these steps:
- Choose “Start,” point to “Settings,” then “Control Panel.”
- Open “Regional Settings.”
- Select the “Time” tab. Under “Time Format” select “hh:mm:ss.”
- Press “OK.”
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Can I import/merge my data from IN TOUCH® Software v1.3.3 or from the earlier version of OneTouch® Diabetes Management Software?
Yes. If you currently have IN TOUCH Software or the earlier version of OneTouch® Software installed on your PC -- and you install OneTouch Software v2.1, 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 v2.1.”
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 OneTouch Software v2.0 in English already installed on your system and you want to install OneTouch Software v2.1 in a language other than English, be sure to archive your v2.0 database and uninstall v2.0 before installing v 2.1 in the new language. (The same caution applies for IN TOUCH Software databases in languages different from the v2.1 installation.) Refer to the Archive topic in the User Manual for information on archiving.
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Software Customer Service and Support What kind of support is available for OneTouch® Software?
In Greece, the LifeScan Technical Support Line is prepared to assist you with OneTouch Software issues. The special OneTouch® Software toll-free support number, 800 11 78 888, is available from 09.00 to 17.00, Monday through Friday. Or you may e-mail your request to service@cscgr.jnj.com. For support in countries outside Greece, please contact your local country office.
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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, Panafonet, Otenet, Forthnet 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.
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How do I get support for IN TOUCH® Software v1.3.3, or earlier versions of OneTouch® Software?
Frequently Asked Questions about IN TOUCH® Software are available on LifeScan.com. The OneTouch Software Frequently Asked Questions and other online resources remain relevant for the prior version (v 2.0) of the Software. LifeScan Hellas Technical Support is also able to assist with either version of older software. Call our Customer Service Department at (210) 68.75.770 in Athens and (2310) 392.301 in Thessaloniki, or at the Direct Communication Line 800 11 78888. Please note that in Greece, all the software versions were available in English only.
User's Guides v2.1 (In English only)
OneTouch Diabetes Management Software v2.1 Quick Reference Guide
OneTouch Diabetes Management Software v2.1 User Manual
To view PDF files, you must have the latest version of Adobe® Reader®.
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