FAQ & Troubleshooting (Wireless setup)

FAQ

Q: Why aren't readings showing up on PCC?

A: Usually this is caused by skipping the checkmark step. Please follow the troubleshooting steps below to help resolve the issue.

Q: Why don't I see the barcode on PCC?

A: The most likely cause is by opening another web browser (like Microsoft Edge) instead of Google Chrome. 

The barcode is added by installing a Chrome Extension, which should be installed by the pharmacy or home's IT. You may be able to install it manually here: https://chromewebstore.google.com/detail/agartee-emar-patient-barc/eljiliphohbkjlembocaajndnmmhenjc 

Q: What is the process to take the BS measurement? 

A: 3-step process:

1. Scan or enter the resident ID on PCC at the "Patient ID" step (see step 1 of troubleshooting below for more details)

2. Take the measurement

3. Press the green checkmark (✅) on the screen to send it off to PCC. In most cases, It should appear on PCC within 30 seconds. (see step 2 of troubleshooting below for more details). 

Q: How long does it take to show up on PCC?

A: Usually less than 30 seconds after pressing the green checkmark (✅). If there is a poor WiFi connection in this room, the reading will upload later, when the Accu-Chek meter re-connects to the internet, or when it is docked on the base unit. 

Q: The Accu-Chek meter is stuck on one screen, how do I take a measurement?

A: Try to power off/on the meter, or if that doesn't work, dock it on the base unit for a few seconds to reset it.

Troubleshooting

1. Confirm that you're scanning the correct resident barcode or entering the resident ID exactly as shown on PCC (without the brackets, but including other special characters) at the patient ID step on the meter. Typos, readings for inactive residents, skipped PIDs, and QC control strip readings won't go through to PCC.

Barcode:

Resident number:

2. Ensure you are pressing the checkmark (✅) after taking a reading. If you stay on this screen after taking a measurement, it will not upload to PCC right away.

3. Check that the date & time is set correctly on the Accu-Chek meter. If the time is not correct, there may be delays until the reading appears in PCC.

4. Run a diagnostics test on the Accu-Chek meter under: Main Menu -> Diagnostics -> last page -> test button. Wait 30s for the test to complete

a) If there are no red X's on this page 30s after taking a test, (all checkmarks), the issue may be resolved. Please try taking a reading again.

b) If there are any red X's in the first section (until "DNS:"), there may be an issue with the WiFi network. 

c) If there is a red X in the last section ("Contacted DMS:" or "Connected to DMS:"), the Agartee Connectivity modem may be offline, or the meter and modem may need to be re-paired. (continue to step 5)

5. Re-pair the Accu-chek meter to the Agartee Connectivity modem:

a) Unplug and re-plug the power cables of both the Agartee Connectivity Modem and Accu-Chek meter's base unit.

b) Wait 1 minute

c) Undock and re-dock the accu-chek meter on the base unit. You should see the screen show "busy" and then "ready". 

d) Retry the diagnostics test

6. Send diagnostics to Agartee/Roche support:

If the readings are still not going through to PCC, please take a photo of the missing readings in the meter's logs, as well as the diagnostic test result from earlier, and submit a support ticket at https://agartee.freshdesk.com/support/tickets/new, or by attaching the photos in an email to: support@agartee.freshdesk.com. 

Please also include the Accu-chek serial number, found on the back of the meter!