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Star System - Sanofi

BGStarTM Support

The BGStarTM is the compact and intuitive blood glucose meter, with easy-to-use features backed-up by a range of support services to help people with diabetes feel confident to take charge of their lives.

Where can I get a BGStarTM meter?

The BGStar TM is available at most pharmacies with the purchase of 100 BGStar TM test strips .

What are the BGStarTM meter's specifications?

The following are some key specifications. For more detailed information, please consult the BGStar TM Owner's Guide.

Coding: None

Sample size: 0.5 microliters

Test time: 6 sec. (average)

Testing method: Dynamic Electrochemistry®

Memory: 1,865 test readings

Alarm presets: 7

Measurement units: mmol/L

Operating temperature: 10°C to 40°C

Operating humidity: up to 90%

Max. altitude: 3,048 metres [10,000 feet]

Hematocrit: 20% to 60%

Sample: Whole blood, capillary

Calibration: Plasma equivalent

Result range: 1.1 to 33.3 mmol/L

Dimensions: L = 86mm W = 46mm H = 16mm

Weight: 48g with batteries

Batteries: Two CR2032 lithium, coin type

Sleep Mode: After 3 min. of inactivity (5 min. when waiting for strip to be filled)

Is there a short video I could watch that explains how to use my BGStarTM ?

Absolutely! Simply click on the appropriate link below to learn more about your meter and how to use it.

BGStarTM

How does the lancing device work?

Just click on the appropriate link below.

BGStarTM

How many readings will the batteries last for?

The batteries will last for about 1,000 readings, after which they should be replaced.

How will I know when to change the batteries?

A battery status indicator will appear when the batteries are at or below 50% of their power.

When I change the batteries, will my readings be lost?

No. Blood glucose readings are stored in memory and remain there even when there is no power.

Are there any accessories for my BGStar TM meter?

Yes. You can purchase the BGStar TM Management Software on this website.

BGStarTM Test Strips

BGStarTM Test Strips and Testing Support

Which test strips do I use for the BGStar TM and iBGStarTM ?

Use only BGStarTM test strips for both meters.

For more information please refer to the Owner's Guides of both BGStarTM and iBGStarTM.

Do not use test strips that are expired or appear to be damaged as they may return inaccurate readings.

Use the BGStarTM test strips and BGStarTM control solution only.

Do not use other brands of test strips and control solution with this meter. This may produce inaccurate readings.

How affordable is the BGStarTM ?

The BGStarTM is available free in pharmacies with purchase of 100 BGStarTM test strips .

How much will test strips cost and will I be reimbursed?

Reimbursement is dependent on your provincial government, and will thus affect the cost of the test strips

How do I insert the test strip into the meter?

Insert the test strip, with the contact bars facing UP into the test strip port. The meter will activate automatically. To ensure accurate readings, wash your hands with warm, soapy water and dry before every test. Important: Use only BGStarTM test strips.

How do I apply a blood drop to the test strip?

Simply bring the test strip (which you've already inserted in the meter) to the blood drop on your fingertip. The strip will draw the blood into its test area. Take the strip off your finger when the test strip's fill window turns red and you hear a beep.

How do I obtain a blood sample?

Refer to the instructions of the lancing device on how to prepare it for testing. Place the lancing device against your fingertip and press the release button. Wipe away the first drop of blood, then squeeze your finger from the base up until a second drop forms. Bring test strip to blood sample.

Why are there differences between arm and fingertip readings?

When your blood glucose is changing rapidly, such as within 2 hours after a meal or following an insulin dose, the blood glucose concentration in your forearm may lag behind that of your fingertip. Thus, changes in your blood glucose levels can be seen more quickly by testing your fingertip.

How does the lancing device work?

Just click on the appropriate link below. BGStarTM

How exactly is blood glucose measured?

A blood glucose meter measures the glucose in your blood by sending an electrical signal through a blood drop. This signal is then processed and the result is displayed as a numeric level, such as 3.9 mmol/L.

What is Dynamic Electrochemistry®?

Dynamic electrochemistry is an innovative measurement system used in both the BGStar and the iBGStar. It operates on the basis of a variable voltage and variable measuring time, which identifies certain interfering signals (e.g. due to hematocrit or temperature fluctuations) and corrects them with the help of innovative signal processing algorithms, in order to achieve a very high level of accuracy

Can I tag my glucose readings to distinguish between other
users in my family?

No. You should not tag your glucose readings. Nor should you share your meter with other members of your family.

Can I share my meter with other members of my family?

Like a toothbrush, your blood glucose meter is something that should not be shared among family members.

Do I need to use a control solution with the BGStar TM or iBGStar TM meters?

Yes. A control solution ensures both your meter and strips are working properly. You should test using the control solution when :

  • you first get your meter
  • if you suspect your meter/strips aren't accurate
  • if you drop or damage your meter

Control solution is available at your local pharmacy.

Are the BGStar TM and iBGStar TM calibrated on plasma or whole blood?

Both meters use plasma calibration.

What can interfere with the accuracy of my blood glucose readings?

Always make sure the window is completely filled with blood in order to have an accurate result. Refer to your meter's Owner's Guide for more information.

There could be other possible reasons. Please call our Customer Care Center at 1 888 852-6887.

When checking my blood glucose:
a) why doesn't the test sequence start after I apply the blood sample and
b) why isn't a test result displayed?

Make sure the test strip is not expired, bent or otherwise damaged. Also make sure that you only apply your blood drop to the tip of the test strip. Your meter can deactivate if the test strip is inserted and no sample is taken within 4 minutes. Refer to your meter's Owner's Guide for more information. Change the test strip and try again. If you still can't get a reading, there could be other possible reasons. Please call our Customer Care Center at 1 888 852-6887.

or

Refer to your meter's Owner's Guide for more information.

Why doesn't my control solution result fall within the range I see in the Owner's Guide?

The Owner's Guide is for example purposes only. You should always use the scale printed on your test strip vial for the correct control solution range.

How long are my test strips and control solution good for?

The test strips and control solution should not be used beyond the expiration date or 90 days after first opening the vial. For more information on test strip handling consult your Owner's Guide or the BGStar TM test strip package insert.

Troubleshooting

Troubleshooting for the BGStarTM

Why doesn't my meter show the blood icon after I insert a test strip?

First, make sure you're using genuine BGStar TM test strips. Make sure the strip is oriented properly in the meter and fully inserted. If the battery icon is displayed, change/charge the batteries. If you still can't get a reading, please call our Customer Care Center at 1 888 852-6887.

Or

Refer to your meter's Owner's Guide for more information.

My meter won't wake up. Why?

If the display is blank: Re-boot the meter by removing the batteries and holding the Menu button for 10 seconds. Replace the batteries. The meter should display 0s. If there is still no display, the meter should be replaced. If the display shows time & date: Remove the test strip and make sure the contacts are pointing up. Re-insert the strip fully.

Or

Refer to your meter's Owner's Guide for more information.

Why does my meter reset when I try to run a test?

Make sure you don't accidentally press the Menu button before the test is complete and you have a reading

Why doesn't my control solution result fall within the range I see in the Owner's Guide?

The Owner's Guide is for example purposes only. You should always use the scale printed on your test strip vial for the correct control solution range.

How come my meter doesn't give me a reading in
very hot or cold temperatures?

The BGStar TM and iBGStar TM are designed to operate within a temperature range of 10°C to 40°C and a relative humidity of up to 90%. The meters will work up to a maximum altitude of 3,048 metres (10,000 feet). Once moving to a suitable environment, allow the meter and test strip time to adjust to the new temperature (10 to 20 minutes).

The control window wasn't fully filled with blood. Is my result still accurate?

No. The window needs to be completely filled to ensure accurate readings.

When I change the batteries, will my readings be lost?

No. Blood glucose readings are stored in memory and remain there even when there is no power.

Diabetes Management software (DMS) troubleshooting

The "BGStar® Software Setup Wizard" did not start automatically. What should I do?

  • If the Wizard does not start after 10 seconds
  • Find the “My Computer” icon (in the “Start” menu or on the desktop).
  • Find the icon for the BGStar® Software CD and double-click it.
  • Double-click the BGStar® Software icon.

During the installation I was prompted with warnings stating that an unidentified program wants access to your computer, or that Windows can't verify the publisher of the driver software. What should I do?

  • Click the "Allow" or "Install this driver software anyway" buttons to continue (the driver prompt may occur twice).
  • This will bring you to the "Completed the BGStar® Software Setup Wizard" window.
  • Click the "Finish" button to exit the Setup Wizard.

A BGStar® Software Agent window appears stating, "BGStar® Software Agent has encountered a problem and needs to close. We are sorry for the inconvenience." What should I do?

  • The BGStar® Software Data Cable has been pulled out of the USB port on your computer.
  • Disconnect the meter from the Data Cable
  • Reconnect the cable to the computer
  • Then reconnect the meter to the cable
  • To avoid this message in the future, before removing the BGStar® Software Data Cable from the USB port on your computer, first either close the BGStar® Software Agent by right clicking the icon next to the clock on your Start Menu and clicking "Close" or by shutting down your computer.

The meter is associated with the wrong profile. The meter was linked to the wrong profile by mistake. How do I fix this?

  • First, remove the meter from the existing profile (you can do this by selecting the meter and clicking "Remove Meter" in Profile>Meter ID).
  • Then connect your meter to the computer via the BGStar® Software Data Cable and follow the on-screen instructions, taking care to associate the meter with the correct profile.

After installing a new version of BGStar® Software, BGStar® Software or the BGStar® Software Agent is not working correctly or is crashing.

  • The BGStar® Software Agent was running when the new version was installed.
  • Reboot your computer. If that does not solve the problem, uninstall the BGStar® Software and then reinstall, ensuring that neither the BGStar® Software nor the BGStar® Software Agent is running or is open when reinstalling.

The BGStar® Software opens, but does not download readings. The moving bars appear on the meter display, but the application times out.

  • Your meter's batteries are dead.
  • Disconnect your meter and ensure that it turns on. If it does not turn on, then replace the batteries.

Another data management system installed on the computer isn't working after you have installed the BGStar® Software.

  • Before installing BGStar® Software, uninstall any other data management system (consult the information that came with that system for instructions on how to uninstall) on your computer.
  • After installing the BGStar® Software, you may reinstall any other system.

When emailing reports, there is no file attached to the email.

  • Your email application's security restrictions will not allow the file to be attached; a message appears stating this.
  • The file will be placed on the desktop. Attach the file manually via your email application.

You cannot find the file that you just exported.

  • Navigate to the "My Documents" folder.
  • The BGStar® Software files are exported here by default.
  • Alternatively, you can search your hard drive for "BGStar® Software" or “Diabetes Management Software” using the Search Companion.

While attempting to add a reading, the BGStar® Software keeps changing the value that you are trying to set.

  • You may be trying to set a value below 1.1 mmol/L or above 33.3 mmol/L.
  • Enter a value between 1.1 mmol/L and 33.3 mmol/L.
  • If the value that you are trying to add is outside this range, then BGStar® Software will reset the value to either 1.1 mmol/L or 33.3 mmol/L depending on the value.

While attempting to change Target Ranges, BGStar® Software keeps changing the value that you are trying to set.

  • You are trying to set a value either below your hypoglycemic threshold or above your hyperglycemic threshold.
  • Target Range values cannot be set below or above your hypo- or hyperglycemic thresholds.
  • If you are trying to change a Target Range value and the value is being reset, then you must first change your hypo- or hyperglycemic threshold.

My Daily Digest Chart looks like it is missing some data.

This can happen if you manually stretch the home screen width wise or length wise.

  • If you resume back to the screen's original size, the Daily Digest chart will not adjust to its original form and will appear as though data is missing. Your data is not missing.
  • Navigate to a different page in the BGStar DMS, then return to Home page.
  • Your Daily Digest chart will now display properly.

There is a file on my computer called "DMS Corrupted Database Backup, is my data corrupted?" Is there something wrong with my data that I uploaded to the DMS?

  • There is nothing wrong with the data you have uploaded to the BGStar DMS. The database is not corrupted.
  • The database was created to search for previous BGStar DMS data on your computer.
  • This database can be deleted. By right-clicking the file and deleting.

Why is there a window in the bottom left of my screen saying "Zero-Click Cable Connected?"

  • Zero-click is the internal name of the firmware inside the cable. The name has no impact on the functionality.

What should I do if I get a message on screen saying "Installation is taking longer than normal?

  • Make sure all Windows applications are closed prior to installing software. If other Windows applications are running, they may interfere with the installation of BGStar DMS.
  • In addition, BGStar DMS only works with Windows XP or Vista, and only with 32 bit machines.

When I install the BGStar Data Cable, why do I get a message saying I am not a member of the administrators' group?

  • You must have sufficient security privileges to install BGStar® Software.
  • It is recommended that you install as an administrator.
  • Some systems require your system administrator to install any new software or hardware.
  • Please contact your system administrator to install this software.

After I connect my BGStar Data Cable to the computer, I get a message saying "Cannot install this Hardware". What does this mean and how do I fix it?

There may have been an error when installing you Data Cable Driver. Windows detects a new device after you connect it, and then installs the driver automatically. However, it is recommended that you install the BGStar Software before plugging the device in.

  • Remove any connected BGStar Data Cables.
  • Run the BGStar Installer again to uninstall and reinstall the data cable driver (in most cases you can click on the download icon and it will prompt you).
  • Restart your computer
  • Once the install has finished, connect each BGStar Data Cable to the computer and follow the instructions.

I keep getting a message saying "Welcome" and "Demo Mode" when I start BGStar DMS and it won't go away. Also, some things are disabled. How can I fix this?

  • BGStar DMS installs in a Demo state. In order to use certain features, you must connect a Meter and download from it.
  • Note: When reinstalling BGStar DMS, the application will be restored into the Demo Mode. You will have to connect your meter to remove this mode.

When I connect a meter using the BGStar Data Cable, nothing happens. Also, if I press Download Readings and it displays, "No Meters Detected", how do I fix this?

Follow the steps below to resolve this issue.

  1. Verify BGStar DMS Program is open
  2. Verify the agent is running and responsive. To verify:

    • Look in the Task Bar (next to your system clock) and look for the agent icon.
    • Right click on the agent and go to About.
    • If the right click menu does not appear, restart your computer.
  3. Check your cable and make sure it is connected to the computer and a meter is
  4. There may have been an error when installing you Data Cable Driver. Windows detects a new device after you connect it, and then installs the driver automatically. However, it is recommended that you install the BGStar Software before plugging the device in.

    • Remove any connected BGStar Data Cables.
    • Run the BGStar Installer again to uninstall and reinstall the data cable driver (in most cases you can click on the download icon and it will prompt you).
    • Restart your computer
    • Once the install has finished, connect each BGStar Data Cable to the computer and follow the instructions.

I use more than one meter – how do I merge my meter readings?

When you create your profile in BGStar DMS, you can link both of your meters to this profile by doing the following:

  • Download data from each meter.
  • On the Download Wizard dialog, select your profile. If you have already linked the two meters to two different profiles and you want just one profile, you can:
  • Go to the Profile menu.
  • Select Meter ID.
  • In the Profile drop-down menu, select the profile you do not want to link to.
  • Select the meter serial and click Remove Meter.
  • Press Save This Page.
  • Download data from the meter and follow the on screen prompts.

Note: If you use two meters and have identical readings, they will both be added to BGStar DMS.

I can't see all the readings I've downloaded on the report. Where did they go?

There are 3 possible reasons why the readings you are looking for are not included in the report you are viewing:

  1. Excluded Readings
    BGStar DMS will not show certain types of readings. Control solution tests are the most common excluded readings.
  2. Date Range
    Another possibility is the date range. If you are looking for readings you took more than 14 days ago, you will have to change the date range of included readings.
    • To change the date range, click on the "Date Range" drop-down menu and select the date range you wish to view.
    • To view further back than 90 days or to view a different date range, select Custom under Date Range and then click the From and To drop-down calendars and select the date range you wish to view.
  3. Result Filter
    • The Result Filter filters out certain readings. Select "Complete" and ensure "Include Untagged" is checked to view all the readings that are not excluded for the above reasons.

Is it possible to delete a reading from a report?

  • Any readings that have been downloaded from a meter cannot be deleted. Any readings that have been manually added can be deleted the following way:
  • Navigate to the Log Book report.
  • Click on the value on the Log Book report so that the reading to delete is highlighted in Result Details on the right hand side.
  • Click on the Delete This Reading button located below Result Details.

Note: Manually entered readings have a plus sign (+) to the right of the number.

How do I know what the reports are showing? Is there a description of them anywhere?

  • Navigate to the Help> DMS Help menu. Included in each report help page is a description of the report.

What does Target Overlap mean?

Your Before Meal Target Range and After Meal Target Range can be changed independently of each other. One can be above the other and they can sometimes overlap. To show the area on the graph where these two regions overlap, a separate color has been used.

  • Readings that are in this area are within both the Before Meal Target Range and After Meal Target Range.
  • Readings that are above or below this area are within only one Target Range or outside both target ranges.

How can I add comments to readings that have been downloaded directly from the meter?

  • To add a comment to a reading that was downloaded from the meter,
  • First open the Log Book report and click on the reading to which you would like to add a comment.
  • Next, click inside the Comments text box in Result Details on the right hand side and type in your comments.
  • Click on the Save button.

Why are my readings backwards; can I change the order?

Readings are ordered from newest on the top right and oldest on the bottom left. They are ordered in this way so that when you first go to the Log Book; your newest readings are on the top and visible. The order of readings in the Log Book cannot be changed.

Can I export my readings to a PDF file?

There is currently no way to generate a PDF file from the software. However, when an email is sent, a PDF file is generated.

  • Simply open the Email Reports dialog box, fill it out, and press Send.
  • When you open the email, you can save the file to your computer.
  • Please refer to the instructions that come with your email client for more information.

Note: In most cases, the user can right click on the attached file in the email message and click Save As.

When I open the PDF file in my email client, I receive an error message saying "There was an error processing a page. There was an error while trying to parse an image." What's wrong and how do I open this file?

The PDF files generated by BGStar DMS require Adobe Reader, v7.0+, in order to open.

  • Please go to www.adobe.com and download the latest version of Adobe Acrobat Reader (Adobe Reader is a free download).

I accidentally typed my name incorrectly when creating a profile. How can I correct this?

You can fix the spelling of your name by following these steps:

  • Go to Profile and select Setup Personal Info.
  • Select the profile to fix by using the drop-down box in the upper right corner labeled Profile.
  • Correct the misspelling by editing the field.
  • Click on the Save This Page button in the lower left corner

How do I get rid of the sample profiles in BGStar DMS?

The sample profiles included in BGStar DMS cannot be removed.

How many profiles can BGStar DMS manage? How many meters can be linked to each profile?

BGStar DMS can support enough profiles to accommodate a very large practice and a large number of meters associated with each profile.

How do I change from 24-hour to 12-hour format?

This may be changed in the Program Preferences.

  • In BGStar DMS select the "Program Preferences" menu and select "Setup General"
  • Select the time format desired under "Time Format"
  • Save the page.
  • Note: If the current system language does not have AM and PM symbols for 12-hour format, you will not be able to select 12-hour format in BGStar DMS

I attempted to open an exported file by clicking on it, but Windows gives an error that the file format is not recognized. How can I open this file?

The exported file can only be opened by using the Import function in BGStar DMS.

Is there any way to preview the contents of a file before importing it?

No

Can I rename the file that I've exported, backed up, or archived?

Yes. BGStar DMS will recognize the file format even if the name of the file has changed.

Note: The file extension must remain ".db" in order for DMS to import it.

I have a formatted text file or an Excel worksheet with glucose values. Is there any way I can import this into BGStar DMS?

This feature is not available in BGStar DMS. Only files created using the BGStar DMS Export, Backup, or Archive features can be imported back into BGStar DMS.

Discover the BGStar

Need Help?

Customer Service

We're here to help in any way we can.

1 888 852-6887

In case of emergency, contact your health professional or emergency medical response.

If you have questions, we’re here to help. Here are some answers to many commonly asked questions. If you don’t find your answer here or still need help, try completing the ASK US form, visit the FAQ section, or call our Customer Care centre.

1 888 852-6887

Call to speak with a knowledgeable Sanofi specialist or visit the FAQ section for more information.
 

Last updated: February 18, 2016

As of January 1, 2015, STARsystem® will begin a transition to an open, public site, allowing more people to access information on diabetes. For privacy purposes, personal health assessment and health coaching services will be removed from the site.

For more information, please contact the Sanofi customer service at 1-888-852-6887

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