FAQs

Some of the most commonly asked questions are listed below with answers. While we have been as comprehensive as possible we appreciate that there may be other questions and if this is the case please contact us by email support@pharmacodiabetes.co.nz and we’ll respond as soon as possible.

Meters & Strips FAQ's

  • Where can I get a new meter and strips?

    If you are on insulin or sulphonylurea (eg glicazide) therapy, you have the choice of any of the three funded meters (ie CareSens N, CareSens II or CareSens N POP).

    Please note,if you manage your diabetes with diet or metformin, CareSens are not funded through your pharmacy. Please contact your doctor for advice regarding access to a meter in this circumstance.

  • What choice of meters is there?

    Pharmaco is distributing a range of three fully funded meters and two types of testing strips from the CareSens range.

     The meters are the CareSens II, the CareSens N and CareSens N POP, each providing different features for differing needs. Additionally, Pharmaco also offers CareSens N Voice meter- meter with talking function. This meter is particularly useful for people with diabetes who have visual impairment. CareSens N Voice meter requires CareSens N test strips. Please contact Pharmaco Diabetes Shop or your local pharmacy to purchase CareSens N Voice meter.

     

    Caring for your System

    Use a soft cloth or tissue to wipe the meter exterior. If necessary, the soft cloth or tissue may be dipped in a small amount of alcohol.
    Do not use organic solvents such as benzene, acetone or household and industrial cleaners that may cause irreparable damage to the meter.

    Caution:

    • Do not expose the meter to direct sunlight or heat for an extended period of time.
    • Do not let dirt, dust, blood or water enter into the meter’s test strip port.
    • Do not drop the meter or submit it to strong shocks.
    • Do not try to fix or alter the meter in any way.
    • Keep the meter away from strong electromagnetic fields such as cell phones and microwave ovens.
    • CareSens N and CareSens N POP meters should be used only with CareSens N strips.
    • CareSens II meter should be used only with CareSens test strips.
    • Keep the meter in a cool and well ventilated place.
    • Store all the meter components in the portable case to prevent loss and meter damage.

  • What types of strips are available?

    Two types of strips are fully funded; CareSens and CareSens N Test Strips. The CareSens Test Strips are used with the CareSens II, while the CareSens N no coding strips will be used with the CareSens N, CareSens N POP and CareSens N meters.

    It is important to use the correct strips for each meter.

  • What features do the CareSens products have?

    Detailed product specifications for each meter can be seen under the product section of this website – a summary is provided below:

    • CareSens N is a simple and smart option which calculates and displays the averages of total test results, as well as pre and post meal test results. It is ideal for those frequent testers who require alarms to remind them to test at meal times. The CareSens N meter has a memory of 1000 test values with time and date and 1, 7, 14, 30 and 90-day test averaging functions.
    • CareSens N POP features an LCD back lit screen that will enable use in low light situations. This means the screen is automatically lit when the meter is in use rather than the user having to press a button to turn the light on. The CareSens N POP also has a strip expiration indicator and hypoglycemia indicator, as well as memory with the ability to hold up to 1000 test values with time and date and 1, 7, 14, 30 and 90-day test averaging functions.

  • Is free software available for CareSens Blood Glucose Metres?

     

     Yes. SmartLog Software for Windows and Mac versions can be downloaded to your computer. Please click here to download SmartLog.

    SmartLog software works with CareSens II, CareSens N , CareSens N POP and CareSens N Voice meters. You can download this software free of charge.

    For download information on SmartLog click here

  • Where can I buy a cable so I can transfer meter results to my computer?

    You will need a CareSens USB cable to connect your CareSens meter to your computer (Windows / Apple Mac). You can buy one by phoning 0800 GLUCOSE (0800 458 2673) or from our shop..

  • How do I use SmartLog software ?

    Directions on using SmartLog can be found here.

  • Where can I get replacement batteries for my meter?

    Batteries are provided with all meters and a free replacement battery service is available as required for all CareSens meters. Free batteries are available through community pharmacies and the CareSens website. A packaging and courier fee applies if batteries are ordered through the website.

  • Where can I buy additional logbooks?

    All CareSens meters supplied in NZ come with logbooks for patients to record their blood glucose readings. If you require extra logbooks, you can order them by calling our toll- free number 0800 GLUCOSE (0800 458267). They are also available from our shop.

  • Will I have to buy lancets?

    A lancing device and 50 CareSens lancets are included with every new CareSens meter. Extra supplies of CareSens lancets will be available for purchase from your pharmacy in boxes of 100. They are also available from our shop.

Pharmaco (NZ) Ltd

  • Who is Pharmaco?

    Pharmaco is a leading sales, marketing and distribution healthcare organisation.
    Pharmaco provides professional sales and marketing services for a wide range of business partners from all over the world. These services are backed by best-practice warehousing, distribution, regulatory, compliance, quality assurance, customer support, finance and administration services.

    We pride ourselves on bringing life-changing and life-enhancing products, from around the globe, to New Zealanders and Australians: including a wide range of pharmaceutical, diagnostic, scientific and medical products. View our website www.pharmaco.co.nz

    Our philosophy: always from the heart

    Our company was founded on the principles of honesty, honour, empathy, professionalism and strong family values, and those principles still hold true today.

    We are proud of our culture and we aim to reflect our values every day in the way we interact with each other, our business partners, customers and our suppliers. We strive to be vital, dynamic, supportive, caring and creative. We embrace change and we celebrate our differences.

    We like to think of ourselves as quiet achievers of better healthcare. By bringing exceptional healthcare products from around the world to our shores, and by working together as ‘one family’, we can create better health outcomes and better lives.

    Always from the heart
    Pharmaco is here to improve lives.
    To deliver exceptional healthcare products which make a profound difference to people’s health and wellbeing.
    We strive to be vital, dynamic, supportive, caring and creative.
    Together, we will make a real difference.
    Today and every day.

  • How does Pharmaco provide support to people with Type 1 and 2 diabetes?

    Pharmaco has been implementing a full and comprehensive implementation plan since 2012 to support the changeover to CareSens blood glucose meters and strips.

    • A full-time, fully trained team including customer services representatives and sales and service staff, are dedicated to supporting customers
    • A toll-free, 24-hour customer service number is available (0800 GLUCOSE / 0800 458 2673)
    • A dedicated CareSens website (www.caresens.co.nz) has been developed and contains up to date information about the products for users and health care professionals
    • Pharmaco in association with YMCA, has created Jumpstart, a fun health and fitness programme for people with diabetes. It’s designed to help people with diabetes to manage their diabetes by adopting more active and healthier life style. 
    • Pharmaco Diabetes's new Doable initiative is designed to help people with diabetes with loads of practical advice, tips and support to manage the challenges of diabetes.

Other Languages

  • Are quick Guides available in other languages?

    Quick guides for CareSens N, CareSens N POP and CareSens II meters are available in these languages:

    • Te Reo
    • Samoan
    • Tongan
    • Chinese (Modern)
    • Chinese (Traditional)
    • Vietnamese
    • Cambodian
    • Hindi
    • Punjabi
    • Arabic
    • Korean
    • Cook Island Maori
    • Tokelauan
    • Nuiean

Manufacture and Supply

  • Which company manufactures the CareSens meters?

    The CareSens range of blood glucose meters are produced by i-SENS, a South Korean biosensor and electrochemistry Technology Company that develops, produces and distributes products around the world.

    Since its beginnings, i-SENS has successfully developed blood glucose monitoring systems, including meters, strips and lancing devices, and has launched these products internationally, including Australia, America, Japan and Europe, while operating a world class production line. i- SENS has supplied several hundred million strips into the US Medicare market and the products are known for their high quality and accuracy.

  • What product testing, certification and registration do CareSens products have?

    The CareSens N range of meters available in NZ, are compliant to the required ISO standards.

Meter Operation

  • Units of Use in Diabetes?

    The unit of use with CareSens and other brands of blood glucose meters in New Zealand is mmol/L. This is the concentration of glucose in venous blood plasma that is calculated from the measurement of glucose in capillary blood from the sample taken, usually from your fingers. This is a measurement of plasma glucose in mmol/L at a specific moment in time.

    When you visit your doctor, it is likely that you will have your HbA1c measured by your local medical laboratory. This measures the average of your venous blood glucose concentration over the previous 90 days. This is now recorded as mmol/mol; previously it was measured as %. So HbA1c measures the average of all the varying plasma glucose levels over the previous 90 days and averages out all the lower and higher plasma glucose levels.

    The measurement of HbA1c is a different measurement from a blood glucose measurement performed at the same time with your meter. They are measuring different things.

    For further information see www.healthnavigator.org.nz/health-a-z/h/hba1c-testing/

  • What risk of contamination to the strips is there?

    Like any medical device proper practice and care needs to be taken when handling the CareSens test strips. Washing and drying your hands before testing is recommended to avoid contamination on the electrode end of the strips.

    Should your strip become contaminated, wet, or damaged, your CareSens meter will show an ‘Er1’ message on the screen, which means the meter, is identifying the strip as used.

    It is also important to replace the lid of the vial after removing your test strips. If the vial is left open, the strips may become susceptible to humidity and blood glucose readings will be affected.

    Additionally, if there is poor contact between the electronic sensors on the strip and the meter contacts, the error message will show.

  • Understanding Errors and Other Messages:

    Should an error message appear on your meter, please see your owner's booklet.

Insujet

  • Why is the InsuJet this size (length 140 mm – 160 mm) and weight (140 g)?

    The device has an internal spring and mechanism that allows the insulin to be delivered without a needle.

  • Why do I need to push the device firmly against my skin?

    The device requires a certain amount of counter-pressure before it will deliver insulin; this is to ensure optimal insulin delivery.

  • Why is there a noise when the InsuJet administers the insulin?

    The noise is the sound of the spring releasing.

  • Can I draw up more than one insulin dose at the same time?

    No, you need to draw up your insulin dose each time. This is because all of the insulin in the nozzle is administered.

  • What injection sites should I use?

    You can use the same sites that you would normally use for a needle. Choose an area with some fatty tissue, avoid areas with a low fat content or high muscle content. Refer to the instruction manual for more information.

  • What types of insulin can I use with InsuJet?

    InsuJet is suitable for use with all brands and types of insulin.

  • What insulin dose can I administer with InsuJet?

    InsuJet has a dose range of 4–40 international units of U100 insulin. Doses greater than this will require more than one administration. You cannot administer ½ units with InsuJet.

  • I use two types of insulin, do I need two InsuJet devices?

    It is recommended you have an InsuJet device for each insulin type. If you would like to purchase more than one device, please contact us so we can supply you with two different coloured devices.

  • Are there any warnings about the operation of InsuJet?

    It is important that you read the instruction manual and watch the videos to ensure you use InsuJet correctly. You must never ‘dry fire’ InsuJet. There must always be insulin in the nozzle and air must be removed before use. Dry firing will damage the device, and void the warranty.

  • Does the InsuJet device come with a warranty?

    Yes, it has a one year warranty.

  • Does InsuJet hurt? Will it cause bruising?

    We do not claim it is pain free; as insulin administration with InsuJet is still penetrating the skin, there can be discomfort. If you bruise with needle injection you may bruise with InsuJet. If you take a large dose of insulin, splitting the dose may assist with this.

  • Can I use InsuJet with my 10 ml insulin vial?

    Please contact us to discuss on 0800 458 267.

     

myLife Loop Support

  • Pump pairing failed

    Problem

    Smart device displays: ‘pump not paired‘ or ‘Your pump is not linked. Your pump is not permitted for use as part of CamAPS’

    Important Note:
    Before you start with detailed trouble shooting, make sure to turn off your smartphone, wait 15 seconds and turn back on your smartphone. See if the issue is resolved.

    1. Are you using the latest version of the mylife CamAPS FX app?
      • Make sure that you have installed the latest version of the mylife CamAPS FX App.

    2. Is the pump nearby, positioned within 6 meters reach to the phone?
      • If not, make sure that the mylife YpsoPump is positioned near the smartphone.

    3. Is Bluetooth switched on on the smart device?
      • If YES, switch on flight mode, make sure that Bluetooth is also switched off and wait 30 seconds before switching flight mode off again and switching Bluetooth on.

    4. Is Bluetooth switched ON on the mylife YpsoPump?
      • If not, switch on Bluetooth on the mylife YpsoPump (Pump menu => Settings => Bluetooth symbol must be active

    5. Is the location activated on the smart device?
      • Check the security or privacy settings on the smartphone and switch on the location.

    6. Has mylife CamAPS FX App received authorisation to access the "Always allow" location?
      • Check the mylife CamAPS FX App authorisations and grant the authorisations to use the CamAPS FX App.
      • Important: For Android 9 operating system: Additionally check and switch on the location authorisation under "Biometrics and security".

    7. Is the parental control set on the smart device?
      • If yes, check that the parental control does not prevent the mylife YpsoPump from being paired by excluding the mylife CamAPS FX App from the control.

    8. Are you connected to the internet?
      • Make sure that the smart device is connected to the Internet (Wi-Fi or mobile data).
      • Confirm this by opening a known website in a web browser.

    9. Have you activated pairing on the mylife YpsoPump when prompted and have you entered the pairing key displayed on the insulin pump screen?
      • Activate the pairing on the mylife YpsoPump. If the six-digit code is displayed on the mylife YpsoPump, enter this six-digit code in the smart device.

    10. If the pairing is still not successful:
      • Check the integrity of your smart device in the mylife CamAPS FX app menu under =>Help => Check the integrity of your phone.

    11. Keep away from possible sources of interference such as:
      • BT headphones, WLAN booster, microwave, induction hob

    12. Pair the mylife YpsoPump again:
      • Switch Bluetooth on the smart device and on the mylife YpsoPump off and on again, then try to pair the mylife YpsoPump again.

    13. Uninstall and reinstall your mylife CamAPS FX app via the Google PlayStore
      • Important: Note down your average Total daily dose of the last 7 days as well as your weight before deinstalling the App. The remaining profile including your settings will be restored from the Cloud.

  • Unable to link a Companion

    Problem

    Data cannot be shared with Companion for remote monitoring.

    Important Note:
    Before you start with detailed trouble shooting, make sure to turn off your smartphone, wait 15 seconds and turn back on your smartphone. See if the issue is resolved.

    Trouble Shooting

    1. Are you using the latest version of the mylife CamAPS FX app?
      • Make sure that you have installed the latest version of the mylife CamAPS FX App.

    2. Was the invitation sent to a valid email address?
      • Make sure that the e-mail address used is valid. Please note the correct spelling.

    3. Is the Companion's email address different from the email address of the person who invited them?
      • Confirm that the Companion has used a different email address than the user.

    4. Did the Companion receive the invitation?
      • Make sure that the Companion uses a different e-mail address than the mylife CamAPS FX user.
        Check your inbox to see if you have received the invitation (check your spam folder if necessary).

    5. Did the Companion create their personal mylife CamAPS FX account using the same valid email address?
      • If not, create a personal mylife CamAPS FX account with the same e-mail address that was used for the Companion.

    6. Is the mylife CamAPS FX user linked to a virtual pump?
      • The Companion function cannot be used with a virtual pump.

    7. Are you connected to the Internet?
      • Make sure that the smart device is connected to the Internet (Wi-Fi or mobile data).
      • Confirm this by opening a known website in a web browser.
      • Go to the settings of the smart device and search for Apps=> CamAPS=> now tap on "Force stop".
      • Switch the smart device off and on again.

    8. Invite the Companion in the Share menu of the mylife CamAPS FX app again
      Main menu => Share => CamAPS Companion
      • In the mylife CamAPS FX app, go to the main menu and select "Share".
      • Select the linked Companion name and tap on "Unlink".
      • Select one of the Companions from the list and tap "None" to re-invite the Companion with a valid email address and nickname.

  • Unable to link Glooko

    Problem

    Smart device displays: “Unable to link account. Please try again”

    Important Note:
    Before you start with detailed trouble shooting, make sure to turn off your smartphone, wait 15 seconds and turn back on your smartphone. See if the issue is resolved.

    Trouble Shooting

    1. Are you using the latest version of the mylife CamAPS FX app?
      • Make sure that you have installed the latest version of the mylife CamAPS FX App.

    2. Are you connected to the internet?
      • Make sure that the smart device is connected to the Internet (Wi-Fi or mobile data).
      • Confirm this by opening a known website in a web browser.

    3. Have you registered on the Glooko website and do you have a personal account?
      • If you are not registered, create a personal account on the Glooko website (http://www.glooko.com/)
      • If you are already registered, log in to the Glooko website and make a note of the user name and password. NOTE the capitalisation and password requirements of Glooko.

    4. Have you recently changed the password for your Glooko account?
      • Go to "My Profile" to view the username and email address.
      • Reset your password if necessary.
      • Go to the smart device settings and search for Apps=> CamAPS=> now tap on "Force stop".
      • Switch the smart device off and on again.

    5. Has the Glooko account on the mylife CamAPS FX Share screen been linked again recently?
      • Connect the smart device to Wi-Fi and try to link the Glooko account in the mylife CamAPS FX App:
      • Go to the mylife CamAPS FX App main menu and select "Share".
      • Select User 1 or User 2 Glooko

  • Unable to link Dexcom Transmitter

    Problem

    Smart device displays: “Your transmitter was not found”

    Important Note:
    Before you start with detailed trouble shooting, make sure to turn off your smartphone, wait 15 seconds and turn back on your smartphone. See if the issue is resolved.

    Trouble Shooting

    1. Are you using the latest version of the mylife CamAPS FX app?
      • Make sure that you have installed the latest version of the mylife CamAPS FX App.

    2. Is location enabled on the smart device?
      • Check the security or privacy settings on the smart device and switch on the location.

    3. Has mylife CamAPS FX received authorisation to access the "Always allow" location?
      • Check the mylife CamAPS FX App permissions and grant the permissions to use the CamAPS FX App.
      • Important: For Android 9 operating system: Also check and switch on the location authorisation under "Biometrics and security".

    4. Is the parental control set on the smart device?
      • If yes, check that the parental control does not prevent the mylife YpsoPump from being paired by excluding the mylife CamAPS FX App from the control.

    5. Keep away from possible sources of interference such as:
      • BT headphones, WLAN booster, microwave, induction hob

    6. Are you using a compatible smart device with a compatible operating system?
      • The conditions for a compatible smart device and operating system can be found on Dexcom's compatibility list: http://www.dexcom.com/compatibility; Select your country of residence and the Dexcom G6 app and make sure that you are using a compatible system.

    7. Is the transmitter attached to the sensor and firmly locked in place?
      • If not, firmly snap the transmitter into the sensor.

    8. Is the transmitter connected to an active sensor?
      • Insert the sensor if necessary.

    9. Is this the first time you are pairing this transmitter with the smart device?
      • If yes, a pairing request must appear.

    10. Have you confirmed the pairing request on the smart device?
      • You must confirm the pairing request on the smart device.

    11. What was displayed on the screen in the mylife CamAPS FX app?
      • Example display in the mylife CamAPS FX app: "Connect to the transmitter now - wait 30 minutes".

    12. Pair Transmitter again:
      • Open the mylife CamAPS FX App main menu and select the transmitter serial number; re-enter the transmitter serial number and wait 30 minutes.

    13. Is the transmitter linked to another app, e.g. the Dexcom G6 app?
      • Cancel the link or remove the Dexcom G6 app from your smart device.

    14. Is Bluetooth switched ON on the smart device?
      • Switch Bluetooth on the smart device OFF and ON again, try pairing the transmitter again.
      • Remove all transmitters that are no longer in use from the Bluetooth settings of the smart device. Unpair them by going to Settings => Connections => Bluetooth.

  • Unable to start Dexcom G6 Sensor

    Problem

    Smart device displays: ‘No Restarts‘ or ‘Sensor Error. Wait up to 3 hours’

    Important Note:
    Before you start with detailed trouble shooting, make sure to turn off your smartphone, wait 15 seconds and turn back on your smartphone. See if the issue is resolved.

    Trouble Shooting

    1. Are you using the latest version of the mylife CamAPS FX app?
      • Make sure that you have installed the latest version of the mylife CamAPS FX App.

    2. Is location enabled on the smart device?
      • Check the security or privacy settings on the smart device and switch on the location.

    3. Has mylife CamAPS FX received authorisation to access the "Always allow" location?
      • Check the mylife CamAPS FX App permissions and grant the permissions to use the CamAPS FX App.
      • Important: For Android 9 operating system: Also check and switch on the location authorisation under "Biometrics and security".

    4. Is the parental control set on the smart device?
      • If yes, check that the parental control does not prevent the mylife YpsoPump from being paired by excluding the mylife CamAPS FX App from the control.

    5. Keep away from possible sources of interference such as:
      • BT headphones, WLAN booster, microwave, induction hob

    6. Are you using a compatible smart device with a compatible operating system?
      • The conditions for a compatible smart device and operating system can be found on Dexcom's compatibility list: http://www.dexcom.com/compatibility; Select your country of residence and the Dexcom G6 app and make sure that you are using a compatible system.

    7. Has your previous sensor stopped prematurely or failed?
      • If so, 'Stop sensor' must be selected in the mylife CamAPS FX App main menu.

    8. Did you wait at least 5 minutes before starting the new sensor?
      • If not, wait 5 minutes.

    9. Have you delayed the start of a session for longer than 30 minutes after the transmitter has snapped into the sensor?
      • Waiting longer than 30 minutes may result in a false restart warning.

    10. How long has it been since the new sensor was inserted?
      If the waiting time is less than 30 minutes, you must wait up to 30 minutes.
      • Go to the settings of the smart device and search for Apps=> CamAPS=> now tap on "Force stop".
      • Switch the smart device off and on again. Try to pair again.

    11. If the previous sensor was cancelled prematurely:
      • Go to the mylife CamAPS FX App main menu, scroll down until you see "Stop Sensor" and tap it.
      • If the "Stop sensor" button is greyed out, restart the smart device and try again.
      • The message "Start sensor" should appear on the screen. Tap "Start sensor".
      • Wait until the warm-up phase is displayed on the start screen.

    12. If the "Start sensor" message does not appear...or if the new sensor was started too early (< 5 minutes) or more than 30 minutes have elapsed between inserting the sensor and starting the sensor or the sensor was replaced without stopping the old sensor and the sensor session has now ended....
      • =>Disconnect the transmitter pairing in the "Bluetooth settings" of the smart device (go to Phone settings => Connections => Bluetooth), try pairing the G6 system again after at least 15 minutes. The pairing request must now appear. Confirm the transmitter's pairing request.
      • If the pairing is not successful, uninstall the mylife CamAPS FX app via the Google Play Store, restart your smart device and reinstall the app. NOTE your average daily total insulin dose in the last 7 days and your weight before uninstalling the app, other settings will be restored from the cloud.

  • Unable to start FreeStyle Libre 3 Sensor

    Problem

    Smart device displays: 

    “Unable to start sensor. Please try again“, “Sensor start processing error”
    “Incompatible sensor. This sensor cannot be used with this version of the app“
    “Sensor already in use. The sensor you just scanned was started by another device and cannot be used“
    “Unable to proceed to link with Freestyle Libre 3 sensor. Please connect to the internet and restart the mylife CamAPS app. You can also try later but you should maintain connectivity to the internet.”
    "Error LBR004"

    Important Note:
    Before you start with detailed trouble shooting, make sure to turn off your smartphone, wait 15 seconds and turn back on your smartphone. See if the issue is resolved.

    Trouble Shooting

    1. Are you using the latest version of the mylife CamAPS FX app?
      • Make sure that you have installed the latest version of the mylife CamAPS FX App.

    2. Is location enabled on the smart device?
      • Check the security or privacy settings on the smart device and switch on the location.

    3. Has mylife CamAPS FX App been authorised to access the "Always allow" location?
      • Check the mylife CamAPS FX App permissions and grant the permissions to use the mylife CamAPS FX App.
      • Important: For Android 9 operating system: Also check and switch on the location authorisation under "Biometrics and security".

    4. Is the parental control set on the smart device?
      • If yes, check that the parental control does not prevent the mylife YpsoPump from being paired by excluding the mylife CamAPS FX App from the control.

    5. Keep away from possible sources of interference such as:
      • BT headphones, WLAN booster, microwave, induction hob

    6. Are you using a compatible smart device with a compatible operating system?
      • You can find the conditions for a compatible smartphone and operating system on Abbott's compatibility list: https://www.diabetescare.abbott/support/manuals.html . Make sure that you are using a compatible system.

    7. Was the message "Incompatible sensor..." displayed?
      • If Yes, your sensor is not configured for use with the mylife CamAPS FX App (it must be FreeStyle Libre 3); replace it with a compatible sensor)
      • Contact your local Abbott Diabetes Care team for more information.

    8. Did you see the message "Sensor already in use..."?
      • If Yes, your sensor has been started either with another app (e.g. FreeStyle Libre 3 app) or with another mylife CamAPS FX account) Contact your local Abbott Diabetes Care team for more information.

    9. If the message "Sensor cannot be started. Please try again" or "Error starting sensor processing"?
      • Is NFC switched on on your smart device? Go to Settings => Connections => NFC and Payment => Switch on (if already switched on, switch NFC off and on again).
      • Check the location of NFC on your smart device and scan the new sensor with the back of the smart device. NOTE: Each smart device differs in terms of the location of the NFC area. You may need to touch the sensor with your smart device or move your device very slowly over the sensor until you find the correct position; your phone will vibrate twice after successfully scanning the sensor. You may need to remove the mobile phone case.

    10. If the message "Unable to connect to the Freestyle Libre 3 sensor" was displayed
      • Check if you are connected to the internet - disconnect from Wi-Fi and reconnect by re-entering the Wi-Fi pairing key or temporarily switch to mobile data.
      • If the message occurs repeatedly despite the above points, it is likely that the phone has not passed the cyber security integrity checks. Check the integrity of your smart device in the mylife CamAPS FX app menu under =>Help => Check the integrity of your phone.

    11. Was the message "Error LBR004"? You may be using a Huawei smart device that requires the following battery optimisation:
      • Go to => Phone settings => Apps => Settings => Special access => Ignore battery optimisation => Select "Allow"
      • Check if the app is allowed to work in the background => Select Allow for location.
      • Go to => Phone settings => Battery => App launch => Select "Allow"
      • Check if the app is allowed to work in the background => Select Allow for location.

    12. Clear the NFC cache: (Settings => Apps, select in the top right menu => Show system apps and search for=> NFC => Memory => Clear cache)
      • Go to the settings of the smart device and search for Apps=> CamAPS=> now tap on "Force stop".
      • Switch the smart device off and on again. Try to pair the sensor again. Go to the main menu of the mylife CamAPS FX app and scan the new sensor with the back of the smart device.
        NOTE: Each smart device differs in terms of the position of the NFC area. You may need to touch the sensor with your smart device or move your device very slowly over the sensor until you have learnt the correct position. Your phone will vibrate twice after you have successfully scanned the sensor. You may need to remove the mobile phone case.
      • If pairing is not successful, uninstall the mylife CamAPS FX app through Google Play Store, restart your smart device and reinstall the app.
        NOTE your average daily total insulin dose in the last 7 days and your weight before uninstalling the app, other settings will be restored from the cloud.
      • Go to the settings of the smart device and search for Apps=> CamAPS=> now tap on "Force stop".
      • Switch off the smart device and tap "Force stop".
Can't find what you are looking for?