Quick Links:
- 🔧 Common Error Messages
- 📶 Checking Your Meter’s Signal
- 🛠️ Troubleshooting Connection Issues
- ❓ Frequently Asked Questions
- 📞 Need More Help?
- 🗂️ User Manual
🔧 Common Error Messages
“Meter Failure”
- What it means: The meter had a technical issue.
- Try this: Turn the meter off, wait 30 seconds, and power it back on.
“Meter doesn't hold a charge”
- What it means: The battery may not be charging properly.
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Try this:
- Plug in your meter using the original charger and let it charge for at least 6 hours.
- Make sure you're using a working power outlet and checking for any lights or symbols (see FAQ below).
“Used Strip Detected! Please insert a new strip”
- What it means: The test strip may be used or damaged.
- Try this: Use a fresh test strip and only add blood when prompted on the screen.
“Not Enough Blood” or “Not Enough Control Solution”
- What it means: The sample wasn’t enough for a proper reading.
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Try this:
- Use a new test strip.
- Gently massage your hand toward the finger before testing.
- Avoid squeezing too hard after pricking your finger.
“The temperature of the environment is too high/low”
- What it means: The meter is too hot or too cold to work.
- Try this: Let your meter sit at room temperature for 30 minutes before trying again.
“No network connection. Reading will be sent when a connection returns.”
- What it means: The meter couldn’t connect to the server.
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Try this: Follow the steps in the section “Troubleshooting Connection Issues” below.
- 📝 Note: Your meter uses a built-in cellular connection through Verizon towers. You don’t need WiFi or a phone plan to use it!
“Reading is below the minimum 20 mg/dL…”
- What it means: The reading was too low for the meter to detect, or there may be an issue.
- Try this: Remove the test strip and try again with a new one.
📶 Checking Your Meter’s Signal
Your meter sends results to Vida using its cellular connection. To check the signal:
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Look at the top-right corner of your meter’s screen.
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You’ll see bars like on a cellphone.
- 3+ bars = Good connection ✅
- 1-2 bars = Weak connection ❌
If you see the message “No network connection,” keep reading for tips to reconnect.
🛠️ Troubleshooting Connection Issues
If your meter isn’t sending readings, try these steps:
Step 1: Check Signal Strength
- Move closer to a window or try a different room.
- Make sure you have at least 3 bars of signal.
Step 2: Check Settings
- Go to your meter’s Settings menu.-Navigating to the Settings screen 1. Power your BGM on. 2. You can enter the Settings screen from the Applications Menu by pressing the Settings icon or use the buttons to select and enter. You may also use the Application Drawer to select Settings. 3. Press on the SETTINGS icon or use the ENTER button to enter the Settings Menu.
- Tap Check Connectivity — it should say "Connected to Telserve."
- If not, try restarting the meter.
Step 3: Check Airplane Mode
- Hold the power button until a menu appears.
- If Airplane Mode is on, turn it off.
Step 4: Restart Your Meter
- Press and hold the power button.
- Tap Restart and check your signal again after the device turns back on.
💡 Once connected, your meter automatically sends your readings to Vida every 15 minutes.
❓ Frequently Asked Questions
“How do I get more test strips or lancets?”
You’ll get refills automatically once you’ve used about 80–90% of your current supply. If you're running low earlier than expected, call Philips at 888-666-4530 to request a shipment.
“I test more than twice a day — will I run out?”
Philips sends up to 300 strips per refill (6 boxes). If you're testing frequently and running low, call Philips — they’ll help make sure you stay stocked.
“My meter won’t charge”
Try the following:
- Plug it in and check if the charger shows a bright red light.
- If not, try a different outlet.
- Look for a lightning bolt symbol in the top-right of your meter screen.
- If the charger light is blue and your meter still won’t turn on, leave it charging for the full 6 hours and then try again.
“My readings aren’t showing in the Vida app”
- Readings sync every 15 minutes.
- If they’re still missing, go to Settings > Check Connectivity on your meter to see if it’s online.
“My meter says I need to log in to the Philips Portal”
You won’t need to log in — your meter is already linked to your Vida account. If you see this message, email us at support@vida.com, and we’ll get it sorted for you.
“How can I track my shipping status?”
Contact Philips at 888-666-4530 or customercare@philips.com for updates on your delivery or future refills.
📞 Need More Help?
Contact Philips Support directly for help with your meter:
- 📱 Call: 888-666-4530 (Mon–Fri, 9 AM–9 PM Eastern)
- 📧 Email: customercare@philips.com
Contact Vida Support for help with your account:
For support, please open the Vida app, tap ⚙️ Settings (top right), go to Help & Support, select Start Chatting, and ask for an agent. If you cannot use the app, submit a request via our general support form.