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Glooko Support Guide

Frequently Asked Questions

Answers to the questions we receive most often from our customers are covered here! You can browse the different categories to find exactly what you are looking for.

Getting Started

What Apple devices does the Glooko Logbook app work on?
Do you have plans to support Android phones?
What about a native iPad app?
Do you have a cable for the iPhone 5?

What Apple devices does Glooko Logbook work on?

The Glooko Logbook app is compatible with the following Apple devices running the mobile operating system, iOS 4.3 or later:

  • iPhone 3GS, iPhone 4, and iPhone 4S
  • iPod touch 3rd generation and 4th generation
  • iPad, iPad 2, and iPad (3rd generation)

You can check which version of the iOS is installed on your Apple device by going to Settings>General>About. If your Apple device is running an earlier iOS version than the one specified above, please update your iOS before using the Glooko Logbook app.

Do you have plans to support Android phones?

Currently, the Glooko Logbook app and the Glooko MeterSync Cable are only compatible with the iPhone (4S, 4, 3GS) and iPod touch (4th and 3rd generation), and iPad (1, 2, and 3rd generation). As for Android, we are currently working on it, but cannot commit to a date at this time.

What about a native iPad app?

Similar to other iPhone apps, the Glooko Logbook app can also be downloaded to the iPad and viewed in 2x compatibility mode. We do recognize the need for an iPad native app and hope to have one in the future.

Do you have a cable for the iPhone 5?

We are still in the process of evaluating our plans in regards to the iPhone 5

non-native, can be used in 2x mode

Compatible Meters

What if I use other meters from the same manufacturer? Will the Glooko MeterSync Cable work with similar-sounding meter?
Do you work with the old model of the ACCU-CHEK Aviva, in blue, and the old model of the ACCU-CHEK Compact Plus, also in blue?
Do you work with the OmniPod? OneTouch Ping? Bayer's Contour USB? Dexcom?
Is the Glooko MeterSync Cable compatible with glucose meters running in mmol/L?
What if I use multiple glucose meters, can I still use the Glooko Logbook app?

What if I use other meters from the same manufacturer? Will the Glooko MeterSync Cable work with similar-sounding meter?

Meter manufacturers market their meters under different names in different countries. We have only tested the 19 meters (17 FDA cleared meters in the US, 19 worldwide) listed as compatible on our website, distribution channels and packaging. These 19 meters are the only meters that are guaranteed to work with the Glooko MeterSync Cable.

Do you work with the old model of the ACCU-CHEK Aviva, in blue, and the old model of the ACCU-CHEK Compact Plus, also in blue?

No. The Glooko MeterSync Cable and Glooko Logbook app were tested and shown to be compatible with the new models of the ACCU-CHEK Aviva and ACCU-CHEK Compact Plus meters in black. We are not compatible with the older ACCU-CHEK Aviva and ACCU-CHEK Compact Plus models that are blue.

Do you work with the OmniPod? OneTouch Ping? Bayer's Contour USB? Dexcom?

We are not compatible with the OmniPod, One Touch Ping, Dexcom, One Touch VerioIQ Pro, Bayer’s Contour USB as those devices use mini USB communication ports and our current Glooko MeterSync Cable only is compatible with meters using the stereo jack communication port. Other meters such as the One Touch Ultra Smart and the One Touch Ultra do use stereo jack communication ports, however, we are not yet compatible with them.

We strive to be compatible with as many meters as possible, so please stay tuned with us as we advance towards this goal!

Is the Glooko MeterSync Cable compatible with glucose meters running in mmol/L?

Absolutely. The Glooko MeterSync Cable is compatible with glucose meters running in both mg/dl and mmol/L. However, please be aware that while the Glooko Logbook app does allow you to sync blood glucose readings from multiple meters into the application, the mechanism doesn't work when the meters are running in different units. In order to switch from mg/dl to mmol/L, or vice versa, you must first clear the data found in your Glooko Logbook app.

What if I use multiple glucose meters, can I still use the Glooko Logbook app?

As long as the Glooko MeterSync Cable is compatible with your glucose meters, you will be able to download the readings into your Glooko Logbook app. Before transferring your readings into the Glooko Logbook app, please specify the correct glucose meter by going to Settings>Meters>Select Meter. The information transferred from all of the glucose meters will be integrated together and shown in chronological order on your History and Logbook screen. 

Since the Glooko Logbook app doesn't separate when a reading comes from a specific glucose meter, all of the readings transferred into the application will be arranged into one timeline. As a result, there is no way to distinguish between which reading came from which glucose meter.

Settings

My meter was set to the incorrect date and now I have all these readings in my Glooko Logbook app that are shown as happening in the future. Is there a way that I can hide these readings?
What happens if my glucose meter and iPhone time are not in sync (especially when I am traveling through time zones)?

My meter was set to the incorrect date and now I have all these readings in my Glooko Logbook app that are shown as happening in the future. Is there a way that I can hide these readings?

Yes. You can hide readings that are shown in the future by going to the Settings screen of the Glooko Logbook app. At the bottom of the screen, you will find an option called Hide Future Data. Switch the button so that it goes from OFF to ON.

With the Hide Future Data option set to ON, all blood glucose data that has a timestamp on a future date should be hidden from view, but should still show up in the Glooko Logbook app-generated CSV. Locations in the app where future data should be hidden are: on the Home screen, the History screen, the Logbook screen, and the Logbook summary PDF.

What happens if my glucose meter and iPhone time are not in sync (especially when I am traveling through time zones)?

The readings and annotations in the Glooko Logbook app are extremely time sensitive and are always ordered chronologically. Since readings are linked to the time on your glucose meter and notes default to the time zone on your Apple device, it is important to keep in mind that while your Apple device will most likely adjust to changes in the time zone automatically, the time on your glucose meter will need to be updated manually. For that reason, it is easy to end up in a scenario where your readings and corresponding notes are a couple of hours apart due to the difference in time on your Apple device and glucose meter. As a solution, we recommend that you update the time on your glucose meter to match that found on your Apple device or you can also change the time of your annotation to match its corresponding reading in the Glooko Logbook app. In most cases, the annotation will appear below the reading.

Features

Although a message popped up saying that the same number of readings as in my glucose meter has been transferred into the Glooko Logbook app, some values are not appearing in my application. Why does this happen?
Why can't I change the meal tag for a reading in the Glooko Logbook app?
Can I manually add blood glucose readings into the Glooko Logbook app?
Can I delete a blood glucose reading in the Glooko Logbook app?
Do you have plans to add features such as charting, graphing, and averaging to the Glooko Logbook app?
I'm having trouble sending a fax, what should I do?

Although a message popped up saying that the same number of readings as in my glucose meter has been transferred into the Glooko Logbook app, some values are not appearing in my application. Why does this happen?

The Glooko MeterSync Cable transfers all readings from your glucose meter into your Apple device, but the Glooko Logbook app only displays your personal glucose reading and leaves out information about control solution tests. Although the Glooko Logbook app does not display the control solution test results, you can see them by exporting a CSV file to your email from the Share screen of the application. 

Why can't I change the meal tag for a reading in the Glooko Logbook app?

In order to stay true to the data found in your glucose meter, the Glooko Logbook app does not allow you to change the meal tag of a reading that was already tagged in your glucose meter. If the reading was not yet tagged in the glucose meter, you can change the meal tag in the Glooko Logbook app. 

You can distinguish between which readings were tagged in your meter and which were not by noticing if there is a lock on the apple or apple core meal tag.

Can I manually add blood glucose readings into the Glooko Logbook app?

No. Glooko is strongly committed to maintaining the integrity of the blood glucose values in the Glooko Logbook app and therefore, all readings come directly from your glucose meter. Through extensive testing, we have confirmed that all of the readings found in the Glooko Logbook app match the readings found in supported glucose meters.

Can I delete a blood glucose reading in the Glooko Logbook app?

All information transferred into the Glooko Logbook app comes directly from your glucose meter and cannot be altered or deleted through the application.

Do you have plans to add features such as charting, graphing, and averaging to the Glooko Logbook app?

You can view your blood glucose statistics from the Home screen of Glooko Logbook to observe how your blood glucose average compares to the previous week or month. The Home screen also contains information about your highest and lowest reading for the week or month.

We have plans underway to integrate charting and graphing into future Glooko apps. Until those products are available, we do offer a customized Microsoft® Excel spreadsheet called Glooko Logbook Charts, which can be downloaded for free from our Logbook page under Charts.

With Glooko Logbook Charts, you can quickly discover patterns at a glance by viewing your blood glucose readings in three ways: by time of day, by date, and by analysis by time of day. Graphs and statistics of your readings are automatically created when you import your Glooko Logbook app- generated CSV file into this Excel spreadsheet. Refer to the Downloading your Glooko Logbook Charts tab on the support page for more information on how to use Glooko Logbook Charts.

I'm having trouble sending a fax, what should I do?

As a way to eliminate paper waste, the Glooko Logbook app restricts the number of faxes sent from the application to three electronic faxes per month. If you've already sent three faxes during the month and still need to share information with your physician or healthcare professional, you can send your logbook summary PDF to your email and then send a fax from your home fax machine.

Privacy, Insurance and Warranty

If I have anti-virus protection software installed on my PC, can I still download Glooko Logbook Charts?
Is the Glooko MeterSync Cable covered under my health insurance?
Does Glooko look at the data I add into my Glooko Logbook app?
How long is the warranty for the Glooko MeterSync Cable and/or Glooko IR Adapter?

If I have anti-virus protection software installed on my PC, can I still download Glooko Logbook Charts?

You can download Glooko Logbook Charts for free from our Logbook Page by clicking on the orange Download button. Once Microsoft Excel opens up, if you have anti-virus protection, be sure to click on Enable Editing at the top of the screen. Then click on Enable Content (PC) or Enable Macros (on a Mac).

Is the Glooko MeterSync Cable covered under my health insurance?

Purchases of the Glooko MeterSync Cable can be claimed through the Flexible Spending Account (FSAFEDS) and the Health Savings Account (HSA) health plans.

Does Glooko look at the data I add into my Glooko Logbook app?

At Glooko, we know that you care about how your personal information is used and shared, and we take your privacy seriously. Please refer to our Privacy Policy for more information about how your personal information is used.

How long is the warranty for the Glooko MeterSync Cable and/or Glooko IR Adapter?

As long as you comply with the Glooko Terms of Sale and the Terms of Use, the warranty for the Glooko MeterSync Cable and Glooko IR Adapter is 12 months from the date of each purchase. If there is a defect, Glooko will either repair or replace the product or issue you a refund.

Troubleshooting

What happens if my Glooko MeterSync Cable doesn't fit into my iPhone correctly?
I accidentally deleted my Glooko Logbook app. Does this mean that I lost all of my readings and annotations?
I'm having trouble syncing readings from my meter to my Glooko Logbook app. What should I do to resolve this issue?
What if I get an error message?

What happens if my Glooko MeterSync Cable doesn't fit into my iPhone correctly?

When the Glooko MeterSync Cable is properly connected to the iPhone or iPod touch, the Sync icon on the Glooko Logbook app Home screen will turn from gray to green. If the sync button is gray, try re-plugging the Glooko MeterSync Cable into the iPhone until the Sync icon is green. Keep in mind that the Glooko MeterSync Cable is designed to fit an iPhone with a case. However, there are some iPhone cases for which the opening is too small to support the Glooko MeterSync Cable. Try removing the iPhone case and then re-plugging the Glooko MeterSync Cable back in.

I accidentally deleted my Glooko Logbook app. Does this mean that I lost all of my readings and annotations?

Unfortunately, if your Glooko Logbook app is deleted, all of the information stored in the application will be lost. As a way of backing up your data, send a CSV file of your data to your email from the application itself. Simply go to the Share screen and click on Email under Share a CSV.

I'm having trouble syncing readings from my meter to my Glooko Logbook app. What should I do to resolve this issue?

If you have trouble using the Glooko Logbook app or Glooko MeterSync Cable, you can enable diagnostics to give our support staff more insight into what problem is occurring. This is helpful for instances like when your meter is not syncing or if the app unexpectedly closes.

To use the Diagnostics function, go to the Setting screen of the Glooko Logbook app and then click on Help. Then do the following:

  • Turn on diagnostics by clicking the switch from Off to On.
  • Attempt to re-create the steps that led to your problem.
  • After the problem has occurred again, click on Send Diagnostics to Glooko.
  • Read the pop-up. Click continue.
  • Type in additional information that you would like our support staff to know as it pertains to the problem. Click Send.

After you click on Send Diagnostics to Glooko, you will receive a pop-up that describes how we will use your encrypted diagnostic information to troubleshoot the problem. The diagnostic information you send us in the encrypted file may include personal data. For example, we may receive information about when you downloaded your readings or added a note, specifically while you were replicating the steps that led to the issues. The information will only be used by our support staff to diagnose the problem. To learn more, please refer to our Privacy Policy.

What if I get an error message?

Please refer to the table below.

Error Message Possible Causes Solution
Please ensure that the Glooko MeterSync Cable is connected to the Apple device. The Glooko MeterSync Cable is not properly connected. Connect the Glooko MeterSync Cable to the Apple device.
The Glooko MeterSync Cable does not appear to be properly connected to the Apple device. The Glooko MeterSync Cable was connected to your Apple device, but then was physically disconnected during the sync. Connect the Glooko MeterSync Cable to the Apple device.
The sync was unsuccessful, please try again. If you continue to experience problems, please go to Settings and send feedback to Glooko. The Glooko MeterSync Cable is having trouble understanding the data being sent from your glucose meter.  Contact Glooko at support@glooko.com for further assistance.
Check to make sure the meter is fully connected to the Glooko MeterSync Cable. No data is received when syncing with Freestyle devices. Make sure the 2.5mm stereo jack is fully connected to the meter.
Check to make sure the correct meter is selected. The meter selected does not match the meter currently connected to the Glooko MeterSync Cable. Select the appropriate meter and try to sync again.
Your meter previously synced blood glucose results in mg/dL, and this meter's blood glucose values are measured in mmol/L. To enable meters of this type, please go to Settings and select Clear Data. The Glooko Logbook app previously downloaded data from a meter that measures blood glucose values in mg/dL. The meter you are trying to sync measures blood glucose values in mmol/L. The Glooko Logbook app supports only one unit (mg/dL or mmol/L) at a time. If you wish to sync with this meter, clear the data in your Glooko Logbook app and sync again. Note: all of your previous readings in mg/dL, along with your notes, will be erased.
Your meter previously synced blood glucose results in mmol/L, and this meter's blood glucose values are measured in mg/dL. To enable meters of this type, please go to Settings and select Clear Data. The Glooko Logbook app previously downloaded data from a meter that measures blood glucose values in mmol/L. The meter you are trying to sync measures blood glucose values in mg/dL. The Glooko Logbook app supports only one unit (mg/dL or mmol/L) at a time.  If you wish to sync with this meter, clear the data in your Glooko Logbook app and sync again. Note: all your previous readings in mmol/L, along with your notes, will be erased.
The meter was unplugged before the sync finished. The meter was unplugged during the sync. Plug the meter in and sync again.
The meter has stopped responding. The meter was working appropriately, but stopped sending data. Unplug the Glooko MeterSync Cable from the meter and plug it back in. Attempt to sync again.
The meter is not responding. Check to make sure you've selected the correct meter. Ensure that the ACCU-CHEK meter is in data transfer mode by simultaneously pressing and holding down the left and right buttons until two arrows appear on the display. The Glooko MeterSync Cable is not fully plugged in to the Glooko IR Adapter, the ACCU-CHEK meter is not in data transfer mode, distance between the meter and Glooko IR Adapter infrared windows is too far, or the meter is out of battery. Make sure the Glooko MeterSync Cable is plugged into the Glooko IR Adapter and is turned to on, the ACCU-CHEK meter is in data transfer mode, and that the meter and Glooko IR Adapter infrared windows are 1 to 4 inches apart. Also check the battery in the meter.
The meter is not responding, check to make sure you've selected the correct meter. Ensure that the Arkray meter is turned off before connecting. It should display --- to indicate communication mode. The Glooko MeterSync cable is not fully plugged in to the Arkray meter (GLUCOCARD or ReliON), the Arkray meter is not turned OFF or the meter is out of battery.  Make sure that the Glooko MeterSync Cable is plugged in to the Arkray meter and that the meter is turned OFF. Also check the battery in the meter.
The meter is not responding, check to make sure you've selected the correct meter. Ensure that the cable is fully plugged in to the Bayer device and that the meter is turned on. The cable is not fully plugged in to the Bayer meter, the Bayer meter is not turned ON or the meter is out of battery.  Make sure that the Glooko MeterSync Cable is plugged in to the Bayer meter and that the meter is turned ON. Also check the battery in the meter. 
The meter is not responding, check to make sure you've selected the correct meter. Ensure that the cable is fully plugged in to the OneTouch device and that the meter is turned on. The Glooko MeterSync Cable is not fully plugged in to the OneTouch meter, the OneTouch meter is not turned OFF or the meter is out of battery. Make sure the Glooko MeterSync Cable is plugged in to the OneTouch meter and that the meter is turned OFF. Also check the battery in the meter. 
No Internet Connection: You are currently out of range or do not have Internet connection. Please try again later.   You do not have 3G or Internet connection: you are in an area that lacks reception, your wireless is turned off, or you are in airplane mode.  Make sure that you have a 3G or wireless connection. You need one of these two connections to send an email or eFax. 
Too Many Faxes: Only 3 eFaxes can be sent per month. Please try again at a later time. You have already sent 3 faxes in the last 30 days Please wait until 30 days have elapsed since your first eFax, then try sending an eFax again. During this period, you can email the data instead of sending an eFax.