7/21/2019 MKT0514r3 TMX Troubleshooting

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Frequently AskedQuestions and SolutionsA Guide to Troubleshooting YourTRUE METRIX™ Self-MonitoringBlood Glucose System

Your TRUE METRIX™ Self-Monitoring Blood Glucose

System* is designed to function accurately and reliably for

years with proper care and operation. However, sometimes

a situation will arise that requires simple troubleshooting,

and this reference guide will assist you in finding a solution.

The Four-Step Check for Finding a SolutionPerforming these 4 simple steps will help you quicklytroubleshoot your meter and/or test strip issues.

  Verify control solution

  a. Check expiration dates - both when opened(written) and pre-printed on vial label.

  b. Make sure you use the bottle of controlsolution within 3 months of opening or by theexpiration date printed on the vial, whichevercomes first.

c. Make sure control solution is stored and usedat room temperature (See Owner’s Booklet).

  Verify test strips and meter are

working correctly

  a. Use control solution to perform a qualitycontrol test to verify that test strips andmeter are working correctly and that you areusing proper technique to test.

b. Results should be within range forcorresponding level of control solutionused—level 1, 2 or 3 (control ranges are

printed on the test strip vial labels); if theyare not, consult your Owner’s Booklet.

  Verify test strip integrity

  a. Check expiration dates - both when opened(written) and pre-printed on vial label.

  b. Remove one test strip from the vial.

c. Test strips must be used within 4 monthsof opening or by the expiration date printedon the vial, whichever comes first.

  d. Use test strip immediately or quickly afterremoving from vial. Prolonged exposureto environmental conditions may affect

test results.  e. Always close test strip vial immediately after

removing a strip.

  Verify storage conditions of meter

and strips

  a. Keep meter and strips in a cool, dry place.See Owner’s Booklet for correct storagetemperature range for meter and test strips.

  b. Prolonged exposure to extreme temperatureand humidity may affect results.

  c. Do not refrigerate or freeze test strips or

control solution.  d. Never store strips outside of the vial.

  e. Never move strips from one vial to another.

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MEtrix

NO CODING

DiabetesTesting

SELF MONITORING BLOOD GLUCOSE SYSTEM

7/21/2019 MKT0514r3 TMX Troubleshooting

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Question

Why doesn’t my meter turn on?

Solution

• Make sure test strip is properly inserted (figure 1).

• Press “•” button to verify manual turn on. If meterwill not turn on, check the battery to make sure itis installed properly.

• Replace battery with a 3-volt lithium batteryCR2032 or the equivalent.

• Make sure battery is inserted properly with +symbol facing up at you before you close thebattery cover (figure 2).

• Make sure TRUE METRIX™ test strips are beingused with the TRUE METRIX™ meter.

Question

Why doesn’t my meter result matchanother meter?

Solution

• Meter to meter comparisons are discouragedin the clinical community due to differences inproduct manufacturing processes

• Confirm that your meter and test strips are workingproperly by performing a control solution test. 

• Have your doctor check your blood glucose levelsusing laboratory equipment, and compare resultsto your meter results.

• When comparing results between the TRUE METRIX™system and a laboratory system, TRUE METRIX™blood test should be performed within 30 minutes ofthe laboratory test.

 • The optimal time for a lab to meter comparison

test is during a fasting state (when you haven’teaten anything)

Question

At times, why do my meter results seemtoo high or too low?

Solution

• Perform the Four-Step Check (see reverse side).

• If any step does not produce acceptable results,call Customer Care for assistance at1-800-803-6025.

• If illness may be affecting your blood glucoseresults, consult your healthcare provider for sick-day management recommendations.

• If medication may be affecting your blood glucoseresults, consult your healthcare provider forrecommendations.

Question

Why does my meter give an E-2 reading?

Solution

• This means not enoughsample was applied to thestrip or sample not detected.

• Be sure the test strip comesfrom a vial of TRUE METRIX™test strips.

• Re-test with a new test stripto make sure there is enoughsample and that you’re fillingthe test strip properly.

• With test strip still in meter,touch edge of sample tip toblood drop and allow blood tobe drawn into strip.

Question

Why does my meter give an E-3 reading?

Solution

• This means that the test strip has been used orthat it has remained out of the vial too long.

• Perform the Four-Step Check (see reverse side).

• Retest with a new test strip. Be sure to touch thesample tip of the test strip to the blood drop andallow the blood to be drawn into the strip.

Question

How do I mark my test result with anevent tag?

Solution• To mark the result with an Event Tag, make sure

that Event Tags are turned on (see Set Event Tags,Ketone Alert and Test Reminders). The Event Tagicons will flash after a test result is shown. Press“” or “” Button to go to the correct Event Tag.Press “ • ” Button to mark the test result with anevent (icon stops flashing).

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If you have any questions using your TRUE METRIX™

System, please call our Customer Care Department at

1-800-803-6025.

Figure 2Figure 1

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MEtrixSELF MONITORING BLOOD GLUCOSE SYSTEM