Thank you, Chris. I will try your suggestion.
Thatās a good thought, Timothy. I will try that also.
I upgraded the first day it was offered. I was having problems similar to what you are seeing. I started out with the USB cable Iād been using to recharge my pump. It turned out that was not the correct cable. I went through 5 different USB cables before I found one that would work.
John
I only got a blank page using Safari and Chrome. Updated my Mac Book from to Sequoia. Safari allowed me to login, recognized the pump and do the rediculous training. Continue was grayed out , had to scroll down to see- browser not supported. Tried Chrome to get the blank page again.
Will download MS Edge browser tomorrow. Why do they make it so difficult?
BTW I used Chrome to do the battery discharge fix OK.
I did the training on my cell phone, in the Chrome app and didnāt have any of these problems. I may have put it into desktop mode, I donāt remember.
Maybe try that?
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Luis, let us know if Microsoft Edge works for you. Iām hesitant to download that since I suspect my computer is having trouble recognizing my USB port. I tried to update using both Tandem Source and the outdated Tandem Uploader and got stopped at the same screen mentioning the port. I cannot even download my pumpās data let alone do an update. My Tandem pump trainer has offered to meet me at the local library to help. Iāll let you know how that goes. I agree. It shouldnāt be this difficult.
I posted about this on a recent Tandem stream touting the wonders of the new update. Got a response, but just happy talk. What bugs me is that it seems to be hardware related, something deeper in the system than the software or even OS version. The remote update capability is a MAJOR selling point, and they should be testing the F out of it on all major platforms before going live. That decidedly includes machines that are more than a couple years old. I donāt mind things that require your OS and apps are latest version, or even that some arenāt supported, like Safari. Easy enough to download a new browser. Edge took about 3 minutes. Itās a far different matter to be on phone with these guys and their only answer is āGot another computer you can try?ā That is a FAIL, not an answer. And I donāt see any evidence that theyāre even working on fixing it.
My wife, a career UNIX sysadmin said āOh, yeah, probably a key developer moved on and they donāt have anyone who can really dig into the code and fix it.ā Institutional memory-loss is a thing.
It didnāt occur to me while having the problem, and itās obv beyond the purview of your average tech-support call, but step number one would be to open the terminal window and tail the error log. Those error dialogs thrown by apps arenāt nearly verbose enough and half the time what little they do contain is misleading or erroneous. Unfortunately my account knows Iāve already run the update so I canāt do it. But someone at Tandem should.
@Patticakes it worked I think, It took a while to get edge loaded in my Mac Book. The update work, but I thought I would see CIQ+ in the pump menu. It just shows CIQ no +. I was most interested in the longer extended bolus. I did a test for 4 hours ok. So I guess CIQ+ is installed.
BTW I donāt know where the Tandem charging cable is, I used one that works for my Garmin bike computer. It just needs to be one that transmits and receives data besides charging.
Absolutely! They must not have done much testing before release. What good is an update if everyone canāt get it to work? You know way more about computers than I since I would not be able to mess with anything in the terminal without disaster but the folks at Tandem should be on this.
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Luis, Iām glad it worked for you! If I donāt hear back from my pump trainer I may try installing Edge. Itās the one thing I havenāt tried yet. I have three cables that are able to transmit data but none have worked.
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When I started on the Tandem pump update process, I got through the training with Microsoft Edge, but couldnāt continue to start the download. After a lot of attempts to get to the download page, I finally called Tandem Technical Help.
The lady that I talked with led me through all the steps up to the page that would not let me go any further. She then led me into the Edge settings maze, and got me to the point where I could turn on the USB serial communication function, which is off by default. Once that was turned on, everything worked from there forward.
I donāt remember the route to the switch, but an internet search should show how to turn on the USB access in Edge.
Dave
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I updated my software on t:slim on Sunday, March 31. I waited until I was ready to change the cartridge. It went smoothly. The required tutorial was very brief. How are you doing with everything now?
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When I started talking to @Patticakes about this I really thought I was going to be able to say call Tandem back and donāt let them off the phone until they collect logs and escalate the problem. Then she described the process Tandem was using. If my assumptions about the problem are correct Tandem has chosen an update process with more chances for the process to fail and the failures are outside of Tandemās control so Tandem support canāt go beyond the troubleshooting they have already done. I also considered asking Patti to look at logs but the info doesnāt lead directly to a fix so why bother?
I think they are using the webusb api. chrome://device-log should have something like āFailed to claim interface: Access denied (insufficient permissions)ā Alternately use the Chrome developer tools ( Command+Option+I on a mac) to record a session and find where the page is calling ādevice.claimInterface(1)ā and the errors that follow. Simplest reason for this is something else has already claimed the interface. This is why I asked Patti to uninstall Tandem Updater. The problem is, if it isnāt Tandem updater, I canāt think of a way for Patti to find out what claimed the interface.
Tandem is going to say, and I begrudgingly agree, that it isnāt their responsibility to find a thing on a customerās computer that is causing Chrome to stop their update web page from working.
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Iām glad it went well for you, Jane. I still havenāt figured out the problem. My Tandem diabetes trainer is supposed to help me one of these days. If no help comes my way, the update just wonāt get done.
Thank you for your response, Chris. I am technologically challenged but I did uninstall the Updater and still had the problem. I suppose next I could download the Edge software and try it from there. At this point I doubt if anything is going to work for me. Iām tentatively scheduled to meet my pump trainer this Friday and she doesnāt know if we will get this update but will try.
Thank you, Dave. Iām scheduled to meet my pump trainer this Friday for help in getting this update. If that doesnāt work, then Iāll probably download the Edge software and try that way.
Do you have any trouble logging in to Tandem Source or uploading your pump data?
She should be able to do it from her computer, just needs to log into your Source account
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What??? You can no longer do an override bolus?
This is hopefully a glitch, everyone overrides at least sometimes depending on activity etc. if this is really a change in software , the people will resort to entering carbs they didnāt eat and kinda cause havoc with the algorithm
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