Troubleshooting.

This section has been created to assist you if you are experiencing any problems with your Sensocard Plus meter.

If you continue to experience problems, or have any queries, please contact the SensoCard Plus Customer Careline on 0845 677 33 49.

The Careline is open 08.30 - 17.00hrs Monday to Friday (excluding bank holidays).

Instrument is not working

Batteries are discharged and need to be replaced. Replace with new batteries (2 x 3V CR2032), which are round in shape.

If the batteries are not low, remove them and keep the "ok" button pressed for about 15-20 seconds then replace the batteries.

Check that the battery poles are correctly positioned and that the battery cover is closed properly.

Meter may be very cold or too warm. Allow meter to warm up to room temperature. This will take at least 30 minutes.

E-O error message

If this error message is announced or shown on the screen after turning the meter on, the meter has got damaged. Please remove the batteries and keep the "ok" button pressed for about 15-20 seconds. Then, replace the batteries and switch the meter on. If the E-O message appears again, please contact BBI Healthcare.

E-2 error message

Test strip has been removed from the meter during measurement. Discard the strip and start a new measurement.

E-3 error message

Used test strip is inserted. Repeat the measurement with a new test strip.
Check strip is inserted instead of a test strip. Replace it with a test strip.
Test strip is not correctly inserted.
Blood was applied before strip insertion. Repeat measurement with a new test strip.

E-5 error message

Strong electromagnetic field (eg. mobile phone) or high intensity electrostatic discharge interfere with the meter. Repeat the measurement.

Meter is damaged. Check the meter with the check strip (see "SensoCard Plus system checking" section within the instructions).

E-6 error message

Batteries are low. Replace the batteries.

High intensity electrostatic discharge may influence the meter. Please remove the batteries and keep the "ok" button pressed for 15-20 seconds. Replace the batteries and turn on the meter. If E-6 appears again, please change the batteries.

E-7 error message

Insufficient blood was applied on the test strip. Repeat the test with a new test strip with an increased blood sample.

High intensity electrostatic discharge may influence the meter. Please repeat the measurement.

E-8 error message

Test wasn't performed properly. Repeat the test with a new test strip and repeat each step very carefully.

E-9 error message

External temperature is too high or low (out of the range of 15-35 degrees centigrade). Wait at least 30 minutes before using the device, until it completely reaches room temperature. SensoCard Plus is able to check external temperature. If it detects values not conforming to its operational requirements, the following error messages will be displayed:

An arrow icon directed downward and the E-9 error message together indicates a low temperature (below 15 degrees centigrade).
An arrow icon directed upward and the E-9 error message together indicates a high temperature (above 35 degrees centigrade).

These are also announced verbally.

E-C error message

This error message may appear when using the code-card. There might be one of the following problems:

Code-card is damaged. Please check the code-card.
If you find any mechanical damage on the code-card, please contact BBI Healthcare on 0845 677 33 49.
Code-card insertion or movement was not continuous. Insert and remove the code-card with a fluid motion.
Code-card insertion or movement was too slow. Repeat the code-card insertion without interruption.

Flashing result

If the temperature gradient is too high, SensoCard Plus still keeps on operating, but the displayed result will be flashing, indicating the abnormal operational circumstances. Be cautious with these test results, they might be inaccurate.

Instrument shows Lo constantly

Code setting is not correct. Check and set the proper code value.

Insufficient amount of blood was applied on the test strip. Repeat the test strip with an increased blood sample

Instrument shows Hi constantly

Code setting is not correct. Check and set the proper code value.

Battery symbol appears on display

Batteries are low. Replace batteries. When the meter is turned off the meter will announce that the batteries need to be changed.

If error messages cannot be eliminated by applying the recommendations above, please contact BBI Healthcare for advice.

Sensorcard plus

Text Version

Troubleshooting.