Coaguchek error message

[Fredders]

I've been using my machine since 2017 with no problem, today I tried to do a test and when I inserted the test strip it came up with an error message - Test strip error M-23 barcode on test strip cannot be read. I tried another strip and got the same message. The strips are in date and the batteries are new Has anyone else had this problem or any idea what's wrong?

[jeanjeannie50]

All I can think is the machine has lost the serial number of the strips you're using, that should be in its' memory.

Jean

[jeanjeannie50 in reply to jeanjeannie50]

Do they look like the ones you've always had?

[Fredders in reply to jeanjeannie50]

Yes, they're exactly the same and I've already used strips from this box. Did my last test three weeks ago with no problem.

[jeanjeannie50]

Have you lifted up the piece where you slot the strips in and cleaned it?

[Fredders in reply to jeanjeannie50]

Tried that too, no joy. I'll give their helpdesk a ring tomorrow.

[Anon2023]

Hi. I’m probably telling you stuff you already know so I’ll apologise in advance. Strangely enough I was talking to someone from Roche today about a fault with my machine that they managed to resolve. It wasn’t accepting test strips so I had to lift the blue cover on the front (coaguchek xs machine) and gently clean the heat pad (a white square) with an alcohol wipe. I waited 30 mins and it worked again. Apparently debris on the heat pad can cause strips to be rejected.

They also suggested a hard reset of the meter by pressing down on the on/off button for 20 seconds and waiting for the meter to power back on.

If that doesn’t work I contacted Roche by email on [e-mail]. Their telephone number is 01444 256000. This gets you straight through to technical services.

Hope it helps.

[Fredders in reply to Anon2023]

Thank you so much. I'm going to have another go this morning and if that doesn't work I'll give them a ring.

[Wingnutty]

I had a problem with mine but I can't remember the error code I got. I thought it was a defective strip, so I tried another and that was the same. Knowing how expensive these strips are, I decided to give Roche a call which went to an answerphone, but they got back to me about an hour later and were very helpful. They asked if I had turned the machine off then back on again and I hadn't. They also said that there have been some cases of light getting into the USB socket and affecting the device somehow. That doesn't make sense to me because there are no optical sensors in the socket, but I put a piece of black tape over it anyway just so I could say I had tried it and sure enough it worked when I turned it back on. So as the IT Crowd would say: "Have you tried switching it off and back on again".

[Fredders in reply to Wingnutty]

Thanks, have tried turning it off and on. Will try covering the USB port, sounds a bit odd though as machine has never been in direct sunlight, but worth trying.

[ATJM]

Hi. Have you resolved this? I am having the same problem.

Abby

[Fredders in reply to ATJM]

Unfortunately not. Tried to ring Customer Services a couple of times without joy and haven't tried again yet. Thankfully I'm not due to do another test for a couple of weeks. Tried to do a software update, as I've had the machine for some time, but it wouldn't do it.

Wendy

[ATJM]

I'm wondering if my strips have been stored too hot. Says on them to store between 2 and 30 degrees and it's been a fair bit warmer than that. Can't think of anything else, halfway through the tub and they have all been fine until post heatwave.

[Fredders in reply to ATJM]

Could be, mine worked fine a couple of weeks before the heatwave. I've ordered another box of strips as mine are nearing their expiry date anyway.

[Rog_S]

I had this issue, many strips with same error and took the machine to the Anticoagulant clinic. It worked OK on their batch (obviously with matching chip). so I ditched my batch and tried a new one. Same M-23 error! Finally removed and jiggled the (matching) chip and it started working properly. So maybe it was a dodgy contact on the chip and not a problem with the test strips at all.