If you are currently experiencing issues with your Glooko Transmitter, potential causes may lie with the network connection of the Transmitter itself, or compatibility of the device you are trying to upload.
This article helps you identify the issue and carry out the first few troubleshooting steps. Please contact Glooko Customer Support at support@glooko.com if you have further questions, concerns, or if you are unable to resolve your Transmitter issues.
Helpful Articles
| Issue or Behavior | Relevant Article |
| Initial Transmitter setup, general use questions, compatible devices, and syncing cables | |
| Network Connection Issues | |
| Transmitter Screen is Stuck on Receiving Settings or Searching for Network | |
| Common Error Codes |
Restarting the Transmitter
Transmitter issues often resolve after rebooting the Transmitter itself. To do so:
- Please unplug any cables and ports you currently have connected to the Transmitter Box. This includes the charging cable and USB Hub, if you are using one.
- Once the screen has turned off and all cables have been detached, you may reconnect the power cable to the Transmitter, and reconnect your Ethernet cable if applicable.
- Once the Transmitter has rebooted, you may reconnect the USB hub and any other device cables
Uploading Methods
Occasionally, uploading errors on the Transmitter may stem from the diabetes device itself, or via the uploading method. To mitigate this, please check the following:
- Ensure that the device you are trying to connect is compatible with the Glooko Transmitter by reviewing What devices are compatible with the Glooko® Transmitter?
- Some diabetes devices may have different methods of upload or specific steps to ensure successful upload via the Transmitter. Please review Glooko® Transmitter for Glooko® Users - Quick Start Guide for specific instructions for each device (including NFC or infrared connections).
Transmitter does not recognize the device
If you are connecting a diabetes device with the Glooko Transmitter and the device is not being recognized, please consider the following steps:
- Are you using the correct cable? If possible, please try different compatible cables to connect the device with the Transmitter. If the upload works with another cable, it may indicate that the previous cable is defective.
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Are you using a USB Hub? If so, please try to connect the device’s cable directly to the Transmitter. Additionally, please try another USB port on the USB Hub.
- If you are able to upload without the USB Hub, or by using a different port, it might indicate that the USB Hub is faulty. In that case, please contact Glooko Customer Support for assistance.
- If you are not using the USB Hub and already have the device connected directly to the Transmitter, please double-check the device compatibility and uploading method.
- If you aren’t using a USB Hub, and the device is compatible with the Transmitter via USB cable, please try attaching the cable to the second USB port (at the back of the Transmitter).
Still experiencing issues with the Glooko Transmitter?
If the issue persists, please reach out to Customer Support at support@glooko.com with the following information:
- The ProConnect code of your hospital or clinic
- The diabetes device name and serial number
- The Transmitter serial number where the upload was performed
- If connected to a specific device, the username (email address) of the affected patient and their full name as it appears in your Glooko account
Once we receive this information, we will be able to investigate the issue further and provide the best next steps to resolve the error.