I updated a couple of days ago but on a Windows computer. I first tried with Firefox but got a message saying the browser wasn’t compatible so I tried Edge. That worked. It was a pretty fast process.
My pump said I had 60 units when I started. After the update was complete I had to pretend to put in a new cartridge. I removed the cartridge as it was priming because my tubing was already primed. but because the pump thought I used 10.4 units to prime it then told me I needed at least 50 units. I added around 25 units more with a syringe and fake primed it again and that time it worked.
Just an FYI to everyone that the firmware update can take a while. Mine seemed to hang at 12% (module 1 of 4) for about 20 minutes before suddenly completing the whole thing.
Also, what is the deal with the contradictory information about the new Temp Rate feature? Their promotional copy goes into some detail about how it works with CIQ on vs CIQ off, and also says this:
> Temp Rate, also known as “temporary basal rate,” allows users to temporarily increase or decrease their programmed basal insulin delivery for a set period of time, when Control-IQ+ is turned on or off.
*Temp Rate *
But the documentation and the pump itself say you have to turn off Control IQ. I assume I have the latest version with this update. Is “Control-IQ+” something else?
EDIT: The above turns out to be incorrect—update actually failed. See below if you can’t stand not knowing the whole story…
Your experience sounds very different from mine. I’m on Mobi, though. I can do temp rates now with Control-IQ on, and the update only took like 3 or 4 minutes. The screen warned it could take up to 15, but it went way faster than that.
Have you verified that you’re on the new 7.9 software? You can check your pump status by clicking in the upper right corner of the home screen, where the insulin volume is displayed.
Turns out the update failed! I assumed it had gone through eventually—I wasn’t watching the upload page it but after 20 min or so it went back to the initial screen on my browser and I thought that meant it had completed. Turns out not. All told I spent about 2hrs on the phone with Tandem support. I’d actually posted a question on their contact form about this feature, because the pump still said I needed to exit CIQ to do a temp rate, and someone called me like 5 minutes later. Checked version and it was still 7.8. Very frustrating for all the time I’d already spent, plus tossing a 1/2 full reservoir. New guy had me try 3-4 times, try different browsers, even download Edge for Mac, emptying caches, blah blah blah. Nothing worked. Got hung up again and again. Finally had to try a different computer—my wife’s Mac is much newer than mine. FINALLY the update went through.
Seems to have been some kind of hardware issue. All my software and OS are up to date but my MacBook Pro is 4-5 years old at this point. Anyway, TL;DR, it’s updated now and the temp rate feature is working correctly. What an ordeal…
Wow, that sounds worse than what I went through. After hearing your story, and not having a more recent computer, I think I’ll pass on this update. I had to go through those steps you mentioned to no avail. The rep’s solution was for me to try updating from another computer. I doubt if I’ll be buying a new computer just for this update.
Just noting that I did NOT have this problem on the same computer for the previous update a year or two back, so it’s something they’re doing differently that’s glitching. Seems really weird to have an incompatibility on the hardware side for something that’s just a matter of downloading some files into a peripheral device. Just glad I had the wherewithal. I used temp basal pretty frequently on my old non-AID pump and I’ve really missed it. Having a version of it that doesn’t require quitting out of CIQ is great. I already used it this morning for something that almost always causes me to run high.
I ran into this on my T2. I finally had to use my work computer to do the upgrade. That was to allow g7 sensors.
The problems come when you have an older software or firmware and your computer doesn’t have the ability or understanding of a task. The computer was probably created before that task could have been imagined.
Sometimes a software update can’t even fix the issue.
You can run the Mobi software if your iPhone is pre iPhone X. How can that be? It’s so similar to the T2, however, they use newer software that the iPhone 9 nd earlier can’t understand.
I remember when when you bought a new iPad, you had to connect it to a computer first to get it working.
HOW IRRITATING
That temp basal is something I used a lot when I had my Medtronic pump. I would love to have that feature on the T:slim. Switching between different profiles helps but I often forget to switch it back. The sad part is I probably will be unable to successfully load any new software updates for the duration of the time I have left with this pump, which is over 4 years, unless I get a new computer before then, or they make updates more compatible with all computers.
Yes, Timothy, these issues are very irritating. And to folks like me who are technically challenged it is a real pain. I can usally figure things out, given enough time, but this update is an impossibility given my older computer.
I did the update tonight when I was going to have to change cartridge and infusion set anyway. It went fine and completed after 15 or 20 minutes. One strange thing I noticed was my pump was putting out status messages in German, I thought at first, but it was not exactly German so it may have been Dutch. There were smaller messages below that in English of the form “Applying file 1 of 7… Applying file 2 of 7…” I used Microsoft Edge on an old Windows 10 desktop.
@Patticakes I’d like to encourage you to not give up on installing the update. You sound at least twice as smart as you need to be be to help Tandem solve their problem. Your computer checks all the boxes. Finding another computer is a fast solution and easy solution (for some) but not the only solution. If you are up for it keep calling tandem to try the update when you are doing reservoir changes. Ask for a call or ticket number and keep referring to it. Also let them know you aren’t in a hurry, they can collect whatever information they want and call you back in 2-4 reservoir changes.
Tonight I made another attempt at the update. This time I specifically looked for the training material which wasn’t there. I do remember the first update attempt reading some of that so I probably am past that step. So I got stuck tonight at the very same place when trying to connect the pump to the Tandem Source. A popup appeared something like “Tandemsource.com wants to connect to a USB port” but the “Connect” option was grayed out with yet another popup at the top of the screen showing,“Please enable USB communication in your browser, Please refer to the software user guide Code 103”. The System Information on my Mac shows USB 3.1 Bus as Tandem Virtual com port so it appears my Mac is recognizing Tandem. Why it won’t connect is beyond me. I’ve tried everything, again, such as: restarting both the pump and computer, checked Bluetooth, tried a different USB cable, logged out of T:source mobile app and launched again, unpaired and re-paired the pump to the app. My pump battery was charged to 70%. I then called Tandem but after being on hold for approximately 30 minutes, I gave up. After a couple of hours being disconnected, my sugar needs help so I will change my cartridge and try again on Friday, if I have the patience. This is totally ridiculous how difficult just doing an update can be. I’m trying to think like a programmer but it isn’t working.
See, you totally got this. Great description. I have ideas…
First thing to check is a Chrome setting.
Open a new tab and paste chrome://settings/content/usbDevices into the address bar. Pick the “Sites can ask to connect to USB devices” option if it isn’t already selected.
If the option was already selected check the USB option for the tandem source site. Paste chrome://settings/content/all in the address bar then use the search at the top to find tandemdiabetes.com For each of the following subdomains (sorry, I dunno which is the important one) check “USB devices” is set to “Ask (default)”
If its none of those let me know and I’ll read about how to check OSX’s newish granular app security model to see if it could be blocking Chrome from accessing the USB.
Thank you, Chris, for your willingness to help! The Chrome setting was already set to, “Sites can ask to connect to USB devices” so I moved on to the second idea. I only had three of the subdomains you listed, which were, source.tandemdiabetes.com, tdcservices.tandemdiabetes.com, and sso.tandemdiabetes.com. All three of those were set to the Ask (default). The other subdomain listed was www.tandemdiabetes.com and that one was also set to the Ask (default).
I’ve learned lots of new things but haven’t found a solution. It feels like either software is claiming the connection to the pump before Chrome can or something is set to deny Chrome access to USB devices. If this was my pump and computer I’d try uninstalling the Tandem Device Updater app then shutting down the mac with the reopen apps option deselected, power on the mac then try the update. Computers only pretend to restart these days.
Hopefully Tandem Support or someone here with a mac and a tslim comes up with a better idea.
One important issue is that you need Admin rights on your computer to make it work properly.
Sometimes you need to log off and on as an admin to make this happen.
On personal computers it’s usually defaulted that you have admin rights, but it’s not always true, and I’ve seen this problem on Windows machines. Google Search
