For your convenience, we have compiled a list of frequently asked 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 on the right, or scroll through them all for a more complete look at how to get the most out of using the CONTOUR USB meter from Bayer.
If you have a problem and none of the FAQs or problem solving messages on the meter help, either click here for online help or you can call Bayer Diabetes Care Customer Service. In the USA, call toll free: 1-800-348-8100 (7 days a week/24 hours a day). We have trained specialists to help you.
Q: Some screens have a “Done” button. If my patients do not press “Done”, are their changes still accepted by the meter?
A: Yes, even if they do not press “Done”, the changes are accepted. However, using this feature will help preserve battery charge.
Q: On some screens, there is a “Go Back” button. Is this different than using the Menu to go back?
A: No, on most screens the menu button does function as a Go Back button, except in the case where there is not a prior screen, such as the Apply Blood screen.
Q: My patient pressed the Menu button but nothing happened. They thought they could use the Menu button as a “Go Back” button.
A: On most screens, the Menu button does function as a “Go Back” button. However, it does not function on the Apply Blood screen, Reminder Countdown, Big Number animation, transient screens and AutoLog screen.
Q: How do they turn the meter on/off?
A: To turn the meter on, patients should press and hold the Menu button until the meter turns on or they insert a test strip. To turn the meter off, patients should press and hold the Menu button for approximately 2 seconds.
Q: Can patients use their meter for storing other diabetes information?
A: Yes, your patient’s CONTOUR™ USB meter contains approximately 500 MB of extra memory he/she can use to store personal diabetes files and information. It appears on his/her computer as a removable disk named “CONTOUR USB” when he/she inserts the meter into the USB port. Your patient can use this memory while his/her battery is charging. When your patient reads or writes to the memory, the strip port light flashes quickly.
Q: Do I or my patients need to use the USB cable?
A: The USB extension cable is included for your patients’ convenience when charging their meter or connecting to a computer. If they wish to test immediately after disconnecting from their computer, they should use the USB cable.
Q: How do my patients get to the main menu after performing a test?
A: They should pull the strip out and press and hold the menu button.
Q: Will out-of-date test strips still work?
A: Your patients should not use out-of-date (expired) test strips.
Q: Can my patients re-use the test strips?
A: No, they should not re-use the test strips. The test strip is designed for one time use only. They should always discard the “used” test strip.
Q: Do my patients have to close the bottle every time they remove a test strip?
A: Yes, the bottle is designed to keep the test strips dry. Exposure to room humidity from leaving the bottle open or not storing them in the original bottle can damage their test strips.
Q: How do my patients turn the test strip port light on?
A: When the meter is off, press the Menu button twice with one second between each press. Now they can see the test strip port to insert the test strip which will turn the meter on. Press the Menu button twice to turn the light off.
Q: My patient does not see the battery status indicator displayed on every screen. Is this correct?
A: Yes, the battery status indicator is only displayed on the Menu and Apply Blood screens.
Q: How long will my patients’ fully charged battery last?
A: A fully charged battery should last for at least one month (5 tests/day).
Q: How do my patients know when they need to charge their meter?
A: As the battery is used, the battery symbol on the screen gradually shows less fill color. The color of the battery fill turns yellow when the battery is low and then red when your patient’s battery is almost out of charge.
A series of low battery alerts will tell your patient that the battery is low and to charge soon.
If they do not charge the battery, a display will alert them: “Shutting down, Battery is dead”. Charge immediately.
Q: Can my patients check the progress as their meter charges?
A: Yes, if they press the Menu button while the meter is plugged in, it will display the charging status.
Q: How does my patient charge his/her meter?
A: It is recommended to use a high-power USB port to charge Bayer’s CONTOUR™ USB meter. If the charging status displays “Low Power Charging,” your patient should try a different USB port on their computer or use the optional wall charger. Please be aware that USB ports in some computers and self-powered USB hubs can become much warmer than the room. A USB cable has been provided for your patient’s convenience. If they wish to test immediately after disconnecting the meter from their computer, they should use the USB cable so their meter will not get too hot.
Q: How long does the meter take to fully charge?
A: Normal charging is expected to take up to 2 hours in a high-power USB port. When charging is finished, the test strip port light will turn off.
Q: Can my patients perform a test while the battery is charging?
A: No, but as soon as rapid charge is completed they can disconnect the meter at any time to perform a test. Rapid charge takes about one minute.
Q: How often should my patients charge their meter?
A: The battery status will be displayed with a battery symbol on the Apply Blood screen and the Main Menu screen. It shows how much battery is left. As the battery is used, the battery symbol on the screen gradually shows less fill color. The color of the battery turns yellow when the battery is low and then red when their battery is almost out of charge. A series of low battery alerts will tell them that the battery is low and to charge soon.
Q: What is AutoLog?
A: Your patient’s meter comes with a simple AutoLog feature that lets them mark their test result as Before Meal, After Meal or No Mark during the 5 second test countdown. They should select No Mark if they are testing at times other than before or after a meal. Your patient’s meter comes with AutoLog turned on.
Q: My patient just performed a test. After the test their meter does not show a result. Why?
A: Bayer’s CONTOUR™ USB meter comes preset with AutoLog turned on. When AutoLog is on your patients need to press either “Before Meal”, “After Meal” or “No Mark” to show a result.
Q: How many entries can the Logbook hold?
A: The Logbook can hold a maximum of 2,000 test result. When the maximum number of results is reached, the oldest entry is deleted. So your patients always have the most recent test results stored.
Q: Can (how do) my patients delete a test result?
A: They cannot delete results from the meter memory.
Q: My patient changed the date/time format on his/her CONTOUR™ USB meter from Bayer and now when he/she looks at the Logbook, all of his/her entries are in the new format. Is this correct?
A: Yes, if your patient modifies the date and/or time format in Setup and saves it, this change is reflected in all of the past Logbook entries. Meter date/time format can also be changed using Bayer’s GLUCOFACTS™ DELUXE diabetes management software.
Q: If AutoLog is On and my patient selects “No Mark”, are these tests counted as part of their total number of tests in Trends?
A: Yes, these tests are included in the total number of tests.
Q: While looking at Trends, my patient only sees a 14 Day Results screen. Why?
A: If he/she has had AutoLog set to Off, the only screen that will display is the 14 Day Results screen.
Q: How can my patient see his/her 14 Day Before Meal and After Meal result as well as his/her 7 and 30 Day results?
A: In order to see those results your patient needs to have AutoLog turned on.
Q: My patient set the Reminder On, but the icon is not displaying on all screens. Is the Reminder really on?
A: Yes, the reminder is ON; however, the Reminder icon only displays on the Menu, Setup, Reminder, Logbook screens.
Q: If I set the sound to Off and my patient has a reminder set, will the meter generate sound?
A: Yes, the meter will generate a series of beeps.
Q: If my patient set the sound to Off and receives a High/Low result, will the meter generate sound?
A: Yes, the meter will generate a sound.
Q: Is there a minimum and/or maximum amount of time that a reminder can be set for?
A: Yes, the minimum amount of time that the reminder can be set is for 15 minutes; the maximum amount of time is 23 hours and 45 minutes.
Q: Can my patients set a next test reminder?
A: Yes, a reminder for their next test can be set after testing or from the Setup menu.
Q: Will the Reminder still sound when their meter is plugged into their computer?
A: No, if the reminder comes due when a meter is connected to their computer, it will not sound. But, if the reminder comes due when a meter is connected to their computer, and then they disconnect the meter from computer within 15 minutes of when the reminder is supposed to turn on, then the reminder will alert them as soon as meter is disconnected. Otherwise, the reminder will be off.
Q: If my patients mark After Meal can they specify time?
A: Yes, with AutoLog turned on if they select After Meal, they can record Time After Meal. They should simply press Notes in the Result screen and Time After Meal is an option. The default Time After Meal is 2 Hours. By scrolling up or down they can change the default to between 15 minutes and 3 hours.
Q: What are Notes for?
A: Notes may be added to your patient’s test result to help explain results. The notes will be saved in the Logbook. Your patient can add notes by pressing the Notes button from the test result screen and selecting from the drop-down menu.
Q: My patient forgot to add a Note that he/she was “Sick” and his/her test is now recorded in the Logbook. Is there any way my patient can add this note now to the test result?
A: No, once the test result is recorded in the Logbook on Bayer’s CONTOUR™ USB meter, your patient cannot add a Note. However, Bayer’s GLUCOFACTS™ DELUXE diabetes management software gives your patient the ability to manually add notes which are only visible in your patient’s Logbook Reports.
Q: Is there a maximum number of Notes that they can add to their test result?
A: They can add multiple notes to one test result. However, some Notes are mutually exclusive (Before Meal/ After Meal).
Q: Is there diabetes management software available for Bayer’s CONTOUR™ USB meter?
A: Yes, GLUCOFACTS DELUXE software is installed on Bayer’s CONTOUR USB meter. Patients should plug their meter into their computer for access to helpful reports of their stored data.
Q: Why is Bayer’s CONTOUR™ USB meter showing my patient’s test result along with a notification of “High Blood Sugar” or “Low Blood Sugar”?
A: Your patient’s meter has been preset with default hypoglycemic (low blood sugar below 70mg/dL) and hyperglycemic (high blood sugar above 250 mg/dL) values. These default values can be customized by you and/or your patient using the GLUCOFACTS™ DELUXE software on your patient’s computer.