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Safoni

Star System - Sanofi

iBGStarTM Support

The iBGStarTM 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.

Is iBGStar® Diabetes Manager Application compatibile with iOS8?

Sanofi has tested the current iBGStar® DMA (v. 2.2.1) and confirms the compatibility and safe use on supported iDevices upgraded to iOS8. Supported iDevices are iPhone 4S/5/5C/5S/6/6 Plus and iPod touch 5. Sanofi will not provide an update of the latest iBGStar® Diabetes Management Application (DMA) version 2.2.1.

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

This information is not intended for iBGStar users in the USA. For more information on iBGStar DMA update in the US, please visit www.ibgstar.us or contact the US customer support center.

Is iBGStarTM compatibile with iPhone 5?

iBGStar® is not able to connect directly to the new Lightning connector of iPhone 5 or iPod touch 5. Sanofi has tested the 2 30-pin to 8-pin connector adapters introduced by Apple, and can confirm that it is safe to use iBGStar® with iPhone 5 or iPod touch 5 with those adapters.

No other adapters have been tested, and iBGStar® safety in conjunction with iPhone 5/iPod touch 5 + non-Apple adapter cannot be confirmed. As a consequence, Sanofi does not recommend the use of non-Apple adapters in conjunction with iBGStar®. Users are advised to purchase the original Apple adapter for use with iPhone 5 or iPod touch 5.

For more information, please contact your Canada Sanofi customer support center at : 1-888-852-6887.

This information is not intended for iBGStar users in the USA. For more information on iBGStar DMA update in the US, please visit www.ibgstar.us or contact the US customer support center.

Where can I get an iBGStar TM meter?

The iBGStar TM can be purchased online and in select pharmacies .

What are the iBGStar TM meter’s specifications?

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

Coding: None

Sample size: 0.5 microliters

Test time: 6 sec. (average)

Testing method: Dynamic Electrochemistry®

Memory: 300 test readings (unlimited when connected to the Diabetes Manager App)

Alarm presets: None

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 = 55 mm W = 24mm H = 10mm

Weight: 9 grams

Batteries: Rechargeable, non-replaceable

Sleep Mode: After 1 min. of inactivity

Does the iBGStar TM come with the iPhone® or iPod touch®?

No. Although both devices are compatible, they are made by different companies and are sold separately.

Can I use the iBGStar TM without connecting it to an iPhone® or iPod touch®?

Yes. The iBGStar TM also works as a stand-alone meter, and when synced with your Apple iOS 3.0 device or higher, will also display the date and time. The meter can store up to 300 readings.

Does my iPhone® or iPod touch® require special
software to use the iBGStarTM ?

Your Apple device must have iOS 3.0 or higher. If you have an older version of the OS, software upgrades are available for free through your iTunes account.

Will the iBGStarTM work with my iPad®?

Yes, it is compatible with an iPad®, but the application was developed to be used with the iPhone® and the iPod Touch®.

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

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

Can the iBGStarTM be used with other smartphones?

Not at the moment.

How does the Diabetes Manager App communicate with the iBGStarTM ?

It syncs automatically when your iBGStarTM is connected to your iPhone® or iPod touch® and when you launch the App.

How does the lancing device work?

Just click on the appropriate link below. iBGStarTM

Can I back-up my data from the App to my computer?

Yes, through iTunes®. To back-up your data, follow this procedure:

  • Connect your device to iTunes® through your computer.
  • Once your device appears in the left column of iTunes®, click on its name and select ‘Backup’.
  • Disconnect your device once the backup is complete.

iTunes® is a trademark of Apple Inc., registered in the U.S. and other countries.

I lost my device. Can I upload my readings to a new one?

Yes, through iTunes®. (Providing you previously backed up your readings). To restore your data, follow this procedure:

  • Connect your device to iTunes® through your computer.
  • Once your device appears in the left column of iTunes®, click on its name and select ‘Restore from Backup’.
  • From the drop down menu list, select your device’s name and backup date/time to restore to your new device. Click ‘Restore’.
  • Once the restore is complete, iTunes® will restart your device.

How do I set my meter’s date and time?

Charge your meter, then connect it to your device and sync to the Diabetes Manager App. The date and time on your meter is based on the date and time setting on your device.

How can I update to the latest version of the
iBGStar TM Diabetes Manager App?

You can update through either your device or from iTunes®.

From your device:

  • Select the ‘App Store’ icon
  • Select the ‘Updates’ tab from the bottom of the screen. If updates are available, a list of Apps with updates will appear.
  • Download the ‘iBGStarTM Diabetes Manager’ update if one is available.

From iTunes®

  • Launch iTunes® and connect your device to your computer.
  • Click the ‘Applications’ icon found under Library.
  • Click ‘Check for Updates’. If updates are available, a link will appear. Click on the link.
  • Click ‘Download All Free Updates’.
  • Once downloading is done, click on your device name under ‘Devices’ in the left menu.
  • Select the ‘Applications’ tab and check ‘Sync Applications’. Click ‘Apply’ to complete.

Are there any accessories for my iBGStar TM meter?

Yes. A hard case which covers both your iBGStar TM and your iPhone® or iPod touch®. It comes in black and is impact resistant.

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. Test 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.

iBGStarTM App

Diabetes Manager Application (DMA) Support for iphone® and ipod touch®

What is the Diabetes Manager App and what does it do?

The iBGStar TM Diabetes Manager App is a state-of-the-art digital management tool accessed from your Apple iPhone® or iPod touch® featuring:

  • Intuitive User Interface
  • Automated download of meter results
  • Interactive Diabetes Management Reports featuring log books, trend charts, statistical analyses and more

Where do I get the Diabetes Manager App?

You can just download it from the App Store.

Can I use the Diabetes Manager App without the iBGStarTM meter?

Yes. But you will have to enter your readings manually.

How does the Diabetes Manager App communicate with the iBGStarTM ?

It syncs automatically when your iBGStarTM is connected to your iPhone® or iPod touch®and when you launch the App.

Are there other Apps I can use with the iBGStarTM meter to help me manage my diabetes?

Yes. However, you’ll have to enter all of your reading manually. The iBGStarTM meter works with the Diabetes Manager App that uploads your readings automatically!

How can I update to the latest version of the
iBGStarTM Diabetes Manager App?

You can update through either your device or from iTunes®.

From your device:

  • Select the ‘App Store’ icon
  • Select the ‘Updates’ tab from the bottom of the screen. If updates are available, a list of Apps with updates will appear.
  • Download the ‘iBGStar TM Diabetes Manager’ update if one is available.

From iTunes®

  • Launch iTunes® and connect your device to your computer.
  • Click the ‘Applications’ icon found under Library.
  • Click the ‘Applications’ icon found under Library.
  • Click ‘Check for Updates’. If updates are available, a link will appear. Click on the link.
  • Click ‘Download All Free Updates’.
  • Once downloading is done, click on your device name under ‘Devices’ in the left menu.
  • Select the ‘Applications’ tab and check ‘Sync Applications’. Click ‘Apply’ to complete.

Will updating to the latest version of the iBGStar TM Diabetes Manger App delete my current readings?

No. All of your readings are safe and will be automatically saved.

Can I download my meter readings to the iBGStar TM Diabetes Manager App if I don’t have an iBGStar TM meter?

Yes. You can manually enter your readings to the App.

Is there a Owner’s Guide for the iBGStar TM Diabetes Manager?

Yes. To access the on-screen guide, click the ‘Info’ button, then the ‘Help’ button to view the help screens.

How many readings can I enter into the iBGStar TM Diabetes Manager App?

The maximum number of readings is entirely dependent on the amount of free space on your device.

Can I email my readings to contacts in my device’s address book?

Yes. To email readings from the iBGStar TM Diabetes Manager App to your contacts, tap the ‘To’ line in the email screen then tap ‘with additional’ to add your reading.

Can I create custom notes in the iBGStar TM Diabetes Manager App?

Yes. Simply tap the ‘Edit’ button in the Notes screen, then tap ‘with additional’. A keypad will appear for you to type your own custom note.

How many notes can I add to a result on my
iBGStar TM Diabetes Manager App?

There is no limit to the number of notes you can add to a scorecard.

Is my personal information shared with any other application or data mining software?

Absolutely not. The iBGStar TM App does not request personal information or share any information with any other software.

How affordable is the iBGStarTM ?

The iBGStar TM is competitively priced. Also, the iBGStar TM may be reimbursed by your private insurance plan. Please verify with your insurance plan sponsor or pharmacist.

iBGStarTM Test Strips

iBGStarTM Test Strips and Testing Support

Which test strips do I use for the BGStarTM and iBGStarTM ?

Use only BGStar TM 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 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.

iBGStarTM

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 TM and the iBGStar TM. 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

For more information click hereto see the video.

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.

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 on the BGStar TM test strip package insert.

Troubleshooting

Troubleshooting for the BGStarTM

Why isn’t my meter displaying the animation indicating that I should apply my blood sample to the test strip?

There are several possible reasons. Refer to your meter’s Owner’s Guide for more information or please call our Customer Care Center at 1 888 852-6887.

I tested with my meter connected to my device. The App launched, but the reading didn’t synch. How come?

Your meter must always be firmly connected to your device. Reconnect and re-launch the App. Also, if you close or pause the App at any point while testing and the result wasn’t fully calculated, you have to re-launch the App and remove the used test strip so the readings can sync with the App. Note: The newly synced blood glucose result may not be automatically displayed on the App screen. Flick left or right on the scorecards to view your newly downloaded result.

I connected my meter to my iPod, launched the App and inserted a test strip. Why did the animation only appear on my meter and not the App?

When you launch the App with your meter connected to your device, the meter and the App communicate and messages are displayed at the bottom of the App. If you insert a test strip during this time, your reading will sync with the App after you remove the strip. To see the test animation on the App, you have to wait for the meter and App to finish communicating before inserting a test strip.

I get a message on the App saying ‘Device Not Optimized’ when I connect my meter. Why is that?

This can occur because of the Apple iOS system. However, you should still be able to sync your meter with the App. If not, unplug your meter then plug it back in to re-sync.

Why won’t my meter charge?

There are several possible reasons. Please call our Customer Care Center at 1 888 852-6887.

Why does my meter always show the dead battery icon?

The internal meter battery is most likely damaged. Attempt charging again to confirm meter battery failure. If you still don’t have success, please call our Customer Care Center at 1 888 852-6887 from.

Or

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

I forgot to remove the test strip from my meter and now it won’t turn on. What should I do?

Leaving the test strip in the meter can drain the battery and put it into halt mode. Charge your meter using the micro-USB port for a few seconds to reset your meter. If this does not work, please call our Customer Care Center at 1 888 852-6887 .

Or

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

My screen froze when I pushed the meter button during charging.
What can I do?

Pressing the meter button while charging with the micro-USB cable resets the time on the meter to 2 minutes. Wait 2 minutes until the display turns off before pressing the meter button.

My meter was connected to my device and now the battery of my device is depleted. What happened?

  • Your device running Apple iOS 3.0 or higher may not have been in hibernation mode. If your meter is connected to the device running Apple iOS 3.0 or higher and it is not in hibernation mode, the meter will continue to charge from the device running Apple iOS 3.0 or higher and this could drain the battery.
  • Leaving the test strip in the meter will deplete the meter battery and the device running Apple iOS 3.0 or higher.

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

My device was set to automatically hibernate after 2 minutes when not being used, but didn’t do so when connected to my meter. Why?

You need to close the App in order for your device to hibernate.

My device was in hibernation mode when I plugged in my meter and the charge symbol appeared. Is my meter charging?

Plugging your meter into a hibernating device will cause the meter to charge for several minutes until the device goes back into hibernation. Once that happens, your meter will no longer be charging.

Why won’t my meter respond when I insert it into my device?

If it’s the first time you’re using your meter, it must be connected to the charger for a few seconds before its initial use or any time the battery has become severely discharged.

If your meter isn’t new, try charging it. 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.

Can I back-up my data from the App to my computer?

Yes, through iTunes®. To back-up your data, follow this procedure:

  • Connect your device to iTunes® through your computer.
  • Once your device appears in the left column of iTunes®, click on its name and select ‘Backup’.
  • Disconnect your device once the backup is complete.

I lost my device. Can I upload my readings to a new one?

Yes, through iTunes®. (Providing you previously backed up your readings). To restore your data, follow this procedure:

  • Connect your device to iTunes® through your computer.
  • Once your device appears in the left column of iTunes®, click on its name and select ‘Restore from Backup’.
  • From the drop down menu list, select your device’s name and backup date/time to restore to your new device. Click ‘Restore’.
  • Once the restore is complete, iTunes® will restart your device.

My meter won’t wake up. What should I do?

If your meter does not work after charging, please call our Customer Care Center at 1 888 852-6887.

Or

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

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.

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.

Why doesn’t my meter work?

It could be one of the following:

  • Your battery is weak or dead.
  • The test strip was improperly inserted.
  • It may be too hot where you are testing. Above 40°C.
  • It may be too cold where you are testing. Under 10°C
  • Your meter may have fallen or been subjected to too much pressure.
  • Blood, control solution or foreign matter may have entered the strip port.
  • Liquid may have spilled on the meter.
  • There could be other possible reasons. Please call our Customer Care Center at 1 888 852-6887.

In what environments will I have difficulties with my meter?

The iBGStar TM meter is 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 3,045 metres (10,000 feet). Upon returning to a suitable environment, allow the meter and test strip time to adjust to the new temperature (10 to 20 minutes).

Why do I get a pop up window on my iPhone® saying ‘This accessory is not optimized for this iPhone’?

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

Why does the iBGStarTM Diabetes Manager App run slow on my iPad®?

While the App can be downloaded to the iPad®, it is not a specific iPad® App and some slowness or other differences may be experienced.

How do I set my meter’s date and time?

Charge your meter, then connect it to your device and sync to the Diabetes Manager App. The date and time on your meter is based on the date and time setting on your device.

How can I update to the latest version of the
iBGStarTM Diabetes Manager App?

You can update through either your device or from iTunes®.

From your device:

  • Select the ‘App Store’ icon
  • Select the ‘Updates’ tab from the bottom of the screen. If updates are available, a list of Apps with updates will appear.
  • Download the ‘iBGStar TM Diabetes Manager’ update if one is available.

From iTunes®

  • Launch iTunes® and connect your device to your computer.
  • Click the ‘Applications’ icon found under Library.
  • Click ‘Check for Updates’. If updates are available, a link will appear. Click on the link.
  • Click ‘Download All Free Updates’.
  • Once downloading is done, click on your device name under ‘Devices’ in the left menu.
  • Select the ‘Applications’ tab and check ‘Sync Applications’. Click ‘Apply’ to complete.

Why can’t I see any background information, like my readings downloading, when viewing my trend chart in the App?

You may be viewing your trend chart in horizontal mode. If so, you will not be able to see any background information.

Why did the time of my readings change in my meter’s memory?

You may have crossed time zones. If the time zone setting changed on your device then you synced with your meter, the time displayed with your readings is now based on your current time zone.

How can I change the language displayed on the App?

By changing the Language setting on your device, the language in the App will change as well. To change the Language setting, go to: Settings-General-International-Language. Select the language you would like to change to, and tap ‘Done’.

I get a message on the App saying ‘Device Not Optimized’ when I connect my meter. Why is that?

This can occur because of the Apple iOS system. You should still be able to sync your meter with the App. If not, unplug your meter then plug it back in to re-sync.

I get a message on the App saying ‘Meter Not Supported’ when I connect my meter. What’s up?

The meter and the App have different units of measurement. Both must be in the same units: mmol/L. Once this is done, unplug your meter then plug it back in.

I checked my glucose using my meter without using the App. Then when I connected it to my device, the reading didn’t transfer. Why?

Your meter readings need a valid date and time associated with them or they will not sync with the App. Time and date settings are lost when your meter’s batteries are completely discharged. Charge, then re-sync your meter with the App to set the date and time before resuming testing.

Can I use the Diabetes Manager App without the iBGStar TM meter?

Yes. But you will have to enter your readings manually.

Why did the time of my readings change in my meter’s memory?

You may have crossed time zones. If the time zone setting changed on your device then you synced with your meter, the time displayed with your readings is now based on your current time zone.

How can I change the language displayed on the App?

By changing the Language setting on your device, the language in the App will change as well. To change the Language setting, go to: Settings-General-International-Language. Select the language you would like to change to, and tap ‘Done’.

I changed the language, but the time and date displayed on the App did not change to my new language. How can I change the time and date language?

You need to change the Region setting on your device. To do so, go to: Settings-General-International-Region Format. Select the region format you would like to change to, and tap ‘Done’.

I can’t install the App onto my device running Apple iOS 3.0 or higher because I do not have wi-fi. How do I install the iBGStar TM Diabetes App from iTunes®?

Follow these step-by-step instructions:

  1. Ensure you have iTunes® installed on your computer, or download it for free from: http://www.apple.com/iTunes/.
  2. Launch the iTunes® application.
  3. Enter “iBGStar” into the search box.
  4. Locate the iBGStar TM Diabetes Manager icon and click “FREE” to begin the download process. When prompted, sign in to your iTunes® account, or create a new account if needed, and follow the onscreen instructions.
  5. Once iTunes® has completed downloading the iBGStar TM Diabetes Manager App, connect your iPhone® or iPod touch® to your computer using the Apple Dock Connector to USB Cable. The cable was included with your iPhone® or iPod touch.
  6. On the menu on the left hand side, “Devices” will appear. Click on your device.
  7. To install the iBGStar TM Diabetes Manager App on to your device, go to the “Apps” tab and check “Sync Apps.” Check the box next to “iBGStar TM Diabetes Manager.” Hit “Apply” in the hand corner of the screen.
  8. Unplug your iPhone® or iPod touch® and you are ready to use the iBGStarTM Diabetes Manager App.

iPhone® , iPod touch® and iTunes® are trademarks of Apple Inc., registered in the U.S. and other countries.

Discover the iBGStar

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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