8. App/CGM usage
8.1 What to do when IntelliGO app is stacked in "Scanning"?
Is the transmitter is properly embedded in the sensor base. Yes: Perform the followings: Step 1: Turn off IntelliGO app; Step 2: Check Bluetooth, if not enabled, Enable it; Step 3: On Android Mobile phoneSettings Go to -> Apps & Notifications -> intelliGO -> Permissions(Give Location and Storage permissions); Step 4: Select Location, enable it if it not enabled yet; Step 5: Start Intelligo app, Ensure right ID and PIN. Try to connect again. If still does not work; Step 6: Check the transmitter is lodged into sensor, check both sides are even, make sure that the transmitter is well connected. Repress the two edges of the transmitter to ensure that it is fully embedded. Step 7: If still does not work, change a mobile phone to try. No: You can re-plug the transmitter to try again. Go to 5.3 for more information
8.2 What to do when the App is stacked in "Connecting"?
Wait for at least 2 minutes If it still stack in "Connecting" Go to 8.1 and follow the instructions step by step.
8.3 What to do when Intelligo app always loses connection?
a. Ensure Bluetooth is always on; b. Ensure intelliGO app is always running； c. Add intelliGO app in the whitelist of Battery Saving Protection Setting; d. Don't use Flight mode, Sleeping mode and non-disturbing mode. Try again connecting No: One Transmitter can be connected only to 1 device. Step 1: Check if another mobile is connected to the Transmitter already. If you want to connect to a new mobile device, you need to stop and delete the transmitter from previous mobile first； Step 2: Check if Bluetooth is available, if not enabled, switch it on. Try re-connect. If not connected, then go to step3； Step 3: Check the transmitter in both sides, to make sure it is flat and attached to sensor correctly. Try re-connect, if not work, go to step 4； Step 4: Replace sensors and contact technical support.
8.4 What to do if the sensor stopped before end of the sensor session?
Take off the transmitter check the back of the transmitter, check if the transmitter electrode is oxidized. Yes: Use another transmitter No: The coupling of the transmitter and sensor might be loose, please re-plug the transmitter and continue to use the same sensor. No: Use a new sensor
8.5 What to do when the App is always closed in the background?
Add intelliGO app in the whitelist of Battery Saving Protection Setting; Don't use the Flight mode, Sleeping mode and non-disturbing mode. For android, lock IntelliGoo App in the running background.
8.6 What to do when IntelliGO App is crashed?
Check if your smart phone is in the compatibility list. Compatibility list is available in 1.1.1. Yes: Contact technical support No: Change you smart phone and use one of the compatibility list.
8.7 I cannot the set password in the IntelliGO-Share app
Internet must be available. The password must contain numbers, one uppercase letter, one lowercase letter, special characters (@#!$%^+=&) and at least eight digits.
8.8 I cannot upload data via IntelliGO-Share app.
Internet must be available. Both IntelliGO and Share applications should be running in the same smart phone. IntelliGO-Share app should be logged in
8.9 What to do when the App shows sensor error?
Make sure that transmitter is embedded properly. For more information go to 2.1.2.. If still app shows Sensor Error call your local representative, contact technical support.
8.10 I cannot see data in the intelliGO Share web portal.
Check if you have successfully uploaded data with IntelliGO-Share App.
8.11 The intelliGO Share website cannot be opened on my computor.
Please check the browser compatible list:
IE version 11 and above, IE Edge version 15 and above, Google Chrome version 60 and above, Firefox version 60 and above, Safari version 9 and above.
8.12 The IntelliGOFreePortal.com website shows 404.
This is server issue, please wait or contact technical support.