If your FreeStyle device is not detected by the diasend® Uploader and you are sure that the USB port or cable is not at fault, there are two possible causes:
1. The FreeStyle DataHub interferes with the upload
2. The FreeStyle software is blocking your upload
1. The FreeStyle DataHub interferes with the upload
When installing the diasend® Uploader version 3.7, you are asked to install the FreeStyle DataHub, which is used for uploading FreeStyle Libre 2 data. This FreeStyle DataHub should not be installed by FreeStyle Libre 1 users, as this might cause issues uploading the FreeStyle Libre 1.
If you have installed diasend® Uploader version 3.7 and you did not actively untick the box for installing FreeStyle DataHub, it might be why your FreeStyle device (FreeStyle Libre 1 or another FreeStyle meter) is not detected by the diasend® Uploader. Here's how to uninstall the FreeStyle DataHub:
For Windows users:
1. Open the start menu by pressing the Windows button in the bottom left corner of your screen.
2. Search for "Add or remove programs" and press Enter
3. In the list of Apps, you should be able to find the FreeStyle DataHub.
4. Click on the application and select "Uninstall".
For Mac OS users:
You can use the search function to find "uninstall FreeStyle datahub.app" or follow these steps:
1. Open the "Finder" on your Mac computer and go to "Applications"
2. Find the FreeStyle DataHub in the list of applications
3. Run the "uninstall" file
2. The FreeStyle software is blocking your upload
Note: this problem only occurs for FreeStyle users using a Windows computer.
Please note that if you have a FreeStyle software installed on your computer, it will prevent diasend® Uploader from detecting your FreeStyle meter. To be able to use diasend® Uploader, you will have to either uninstall the FreeStyle software or to temporarily deactivate it each time you want to upload data from your FreeStyle meter to diasend®.
To deactivate the FreeStyle software, these are the steps to follow:
1. Open the task manager on your computer by clicking "Ctrl+Alt+Delete" on your keyboard.
2. Go to the tab "Services". You might need to click on "more information" to be able to access that tab.
3. In the list to the left (under "Name"), locate the FreeStyle service. It is usually called "FreeStyle MAS Server" but it may vary.
4. Right click on it and select "Stop".
After doing this, diasend® Uploader should detect your FreeStyle device.
To use the FreeStyle software again, please follow the above steps (but this time select "Start" at the last step) or restart your computer.