Frequently Asked Questions
Where can I find out more about careers at Abbott Diabetes Care?
Please visit the Abbott Corporate website for more information - http://www.abbott.com/careers.html
What's the difference between HbA1c tests and the blood glucose tests I do at home?
The HbA1c test indicates your average blood glucose level for the previous two to three months and is taken by a healthcare professional and calculated in a laboratory. The blood glucose test you perform at home on your FreeStyle meter indicates your blood glucose level at that moment in time. In addition, your home FreeStyle blood glucose reading is given in mmol/l (i.e. 6.3mmol/l), while HbA1c results are given in mmol/mol (i.e. 58mmol/mol).
How often should I test my blood glucose?
Your healthcare professional will advise you on how often you should check your blood glucose level. The frequency of testing will depend on the type of diabetes you have and your treatment plan agreed with your healthcare professional.
What are ketones and why should I test for them?
Ketones are acids that are made when your body begins using fat instead of carbohydrates for energy. The body does this when there is not enough insulin to get glucose from the blood to the cells that need it. You should test for ketones in certain circumstances –
- Your blood glucose reading is higher than 13.3 mmol/l
- Your skin is flushed or loses colour
- You experience vomiting, nausea or abdominal pain
- You are sick (illness, infections, and injuries can cause sudden increases in blood glucose)
- You feel lethargic (tired) and/or confused
- You experience dry mouth or are thirstier than usual
- You have difficulty breathing
- Your breath smells of pear drops
High levels of ketones are toxic to the body leading to ketoacidosis which can be life threatening. Learn more here on ketoacidosis.
What should a normal blood glucose level be?
You and your healthcare professional will decide what your target blood glucose levels should be as this will vary with individual needs. Click here for more information.
- Where can I find out more about careers at Abbott Diabetes Care?
FreeStyle Companion App
What phones is the FreeStyle Companion App compatible with?
The FreeStyle Companion App is compatible with android phones only at present.
Where can I download the FreeStyle Companion App?
You can download the FreeStyle Companion App from the Googleplay store
How much will the FreeStyle Companion App Cost?
The FreeStyle Companion App is Free to download and use
What meters does the FreeStyle Companion App support?
The FreeStyle Companion App supports the FreeStyle Optium Neo, FreeStyle InsuLinx, FreeStyle Optium Xceed, FreeStyle Optium, FreeStyle Freedom Lite and FreeStyle Lite.
- What phones is the FreeStyle Companion App compatible with?
FreeStyle Auto-Assist Neo software
What is the FreeStyle Auto-Assist Neo Software and how can I download it?
FreeStyle Auto-Assist Neo Software is PC compatible software that permits patients, healthcare teams and caregivers to manage diabetes with reports, reminders and messages. It allows you and healthcare professionals to view reports, configure the FreeStyle Optium Neo meter and get updates to the software. Abbott Diabetes Care recommends you work with your healthcare professional to understand the report data. Software can be downloaded from our website.
What is the current version of the FreeStyle Auto-Assist Neo Software?
The current version of the FreeStyle Auto-Assist Neo Software is version 1.0.
What is the price for the FreeStyle Auto-Assist Neo Software?
There is no cost for the FreeStyle Auto-Assist Neo Software and it can be downloaded from our website.
Is my data secure using the FreeStyle Auto-Assist Neo Software?
Yes, FreeStyle Auto-Assist Neo Software does not save any data on your computer. The data is only available through interactions with the meter; no data is available without direct access to your meter unless you have saved pdfs of the data on your computer.
What are the system requirements for the FreeStyle Auto-Assist Neo Software?
A computer with a minimum of 1GHz processor, 100MB of RAM and a USB 2.0 Compliant USB hub
- Windows 8 (32 and 64 bit)
- Windows 7 (32 and 64 bit)
- Windows XP (Service Pack 3)
What are the internet connection speed requirements for uploading data to the FreeStyle Auto-Assist Neo Software?
Best performance of the FreeStyle Auto-Assist Neo Software will be achieved with an internet connection speed of 56KB/sec or above.
Are there any accessories I need to have for uploading data to the FreeStyle Auto-Assist Neo Software?
You need a standard USB to micro-USB cable to upload data to a computer. The USB cable is provided with the FreeStyle Optium Neo.
Can I share the FreeStyle Auto-Assist Neo Software on a network?
No, FreeStyle Auto-Assist Neo Software must be installed locally on the computer where it will be used. If you download pdfs of your reports you can share these.
Can I enter data into FreeStyle Auto-Assist Neo Software?
Data can be entered for the configuration of the FreeStyle Optium Neo. However, insulin and blood glucose information cannot be added or modified via FreeStyle Auto-Assist Neo Software.
Can I delete data from FreeStyle Auto-Assist Neo software?
Your configuration data for the FreeStyle Optium Neo can be deleted. However, insulin and blood glucose information cannot be modified or deleted via the FreeStyle Auto-Assist Neo system.
How am I able to view the data when using FreeStyle Auto-Assist Neo Software?
Statistical and other calculations are automatically performed using the data contained in the meter, and results are put into tables and graphs. A report contains one or more tables and graphs presented in a way that is designed to be helpful for diabetes management.
Available reports include:
- Modal Day
- Daily Log
- Mealtime Patterns
- Dose plan
Can I merge or import data from my current data management program into FreeStyle Auto-Assist Neo Software?
No, you can only interact with data currently on the FreeStyle Optium Neo.
Can I use FreeStyle Auto-Assist Neo Software to do a quick upload and then print the results?
Yes, FreeStyle Auto-Assist Neo Software does allow the option to print selected favourite reports immediately after connecting the FreeStyle Optium Neo to any compatible PC.
Can I share my data from FreeStyle Auto-Assist Neo Software?
Yes, FreeStyle Auto-Assist Neo Software allows you to share data by saving or printing reports. Once the data is saved and downloaded to the computer, it can be emailed to your Healthcare Professional.
Is my data automatically stored on the computer?
No, your data is stored on the meter; you can save a PDF report of the data on the computer. Additionally, you can save settings on your computer in a backup file so if you lose your meter you can reload the old settings.
Can I export data from FreeStyle Auto-Assist Neo Software to use in another format?
Yes, data from FreeStyle Auto-Assist Neo Software can be exported to a Tab delimited file ('.tab) or an XML file ('.xml), then imported into another program or format if desired.
- What is the FreeStyle Auto-Assist Neo Software and how can I download it?
FreeStyle Freedom Lite
PC' is showing on the screen, what does this mean?
A meter showing 'PC' means the meter has the USB cable connected. If this is not the case, please contact customer services on 0500 467 466 (UK) or 1 800 77 66 33 (ROI).
What is the weight of the meter?
42.25g including battery
Can I get a new FreeStyle Lancing device?
Contact our customer services team on 0500 467 466 (UK) or 1 800 77 66 33 (ROI) and we will send a replacement to you free of charge.
- PC' is showing on the screen, what does this mean?
FreeStyle CoPilot Software
What are the system requirements for the CoPilot Health Management System?
- Personal Computer with 400 megahertz (MHz) or higher processor clock speed recommended (The software does not run on Apple® computers)
- Internet connection or compact disc (CD ROM) drive
- Random access memory (RAM) of 128 megabytes (MB) or more
- Available hard drive space of 30 MB
- Microsoft® Windows® 7, Vista, XP and 2000 operating systems.
- Monitor with 1024X768 or higher resolution
- Data cable (required for uploading data from compatible devices)
What glucose monitoring devices (meters) are supported by the CoPilot system?
The CoPilot system can upload data from:
- FreeStyle Lite Blood Glucose Monitoring System
- FreeStyle Freedom Lite Blood Glucose Monitoring System
- FreeStyle Flash/Mini Blood Glucose Monitoring System
- FreeStyle Freedom Blood Glucose Monitoring System
- Precision Xtra Blood Glucose & Ketone Monitoring System
- Precision Easy/Optium Easy/EasySense/TrueSense Blood Glucose & Ketone Monitoring System
- Precision/FreeStyle Optium Blood Glucose & Ketone Monitoring System
- Optium Mini Blood Glucose Monitoring System
Are there any accessories that I need to have for uploading data to the CoPilot system?
Presently we have four cables to use depending which meter you have.
- FreeStyle USB Data Cable with Stereo Pin
- FreeStyle Data Cable (9 PIN Serial Cable) for all FreeStyle meters
- Precision USB Data Cable with Strip Port Connector
- Precision Link Direct Data Cable (9 PIN Serial Cable) for all Precision Xtra meters.
Can I upload data from more than one device to my CoPilot system account?
Yes. For each CoPilot system account, you are able to upload data from more than one device (e.g. from both a FreeStyle meter and a FreeStyle Optium meter (Precision Xtra) and have the data combined in your account. After the first upload from a device, the system will thereafter automatically identify that device and associate it with the assigned user.
Can I merge or import data from my current data management program into the CoPilot system?
A User can electronically import data into the CoPilot from any of the following systems by following the instructions accessed through its "Import" function:
- Precision Link Direct Diabetes Data Management System (v2.5 and higher)
- You can also import a *.tab or *.xml file after the file is specially formatted for the CoPilot system by following the instructions provided in the "Importing TAB and XML Data" manual. Please see download section of this website
Can I export data from the CoPilot system to use in another format?
Data from the CoPilot system can be exported to a Tab delimited file (*.tab) then imported into another program or format if desired. For instructions on how to export data, please refer to the CoPilot system user's guide.
How is data handled by the CoPilot system if more than one reading for a particular event is logged in one time period, (e.g. 2 blood glucose readings Before Breakfast)?
Will it be displayed as multiple tests for a specific time and will all entries be calculated into report graphs and statistics?
In the CoPilot system, all readings in a Time Period will be displayed and included in graphs and statistics, either with data points or averages.
What is the CoPilot system?
The CoPilot system is a personal computer (PC)-based software application that permits people with diabetes, their healthcare team, and caregivers to upload data from FreeStyle meters and the FreeStyle Optium meters into the CoPilot system.
The CoPilot system provides graphs and other software tools for people with diabetes and their healthcare professionals (HCPs) to help evaluate and analyze glucose readings, carbohydrate intake, insulin dosage, and other diabetes-related factors uploaded from devices or manually entered into the CoPilot system. The CoPilot system can help identify trends that can be used to educate persons with diabetes to improve their glucose control.
How do I obtain the CoPilot system?
The CoPilot system is currently not available for download. Please call Customer Service on 0800 170 1177 for further information.
How can data be entered into CoPilot system?
All data can be entered manually or by uploading from one of the devices listed.
How am I able to view the data once it is stored in the CoPilot system?
Statistical and other calculations are automatically performed on the data, and the results are put into tables and graphs. A report is one or a set of these tables and graphs designed to present information helpful for health management.
You are able to view this data in a variety of different reports. These include:
- Diary List
- Glucose Modal Day
- Glucose Line
- Glucose Average
- Glucose Histogram
- Glucose Pie
- Lab & Exam
- Daily Combination View
- Weekly Pump View
- HCP Group Analysis (HCP User Only)
Am I able to share my data from the CoPilot system?
Yes. The CoPilot system allows you to share your data in a variety of different ways. These include printing, faxing, and emailing.
Is my data secure using the CoPilot system?
Yes. The CoPilot system has security features to ensure that your data cannot be read or changed by others without your approval. The CoPilot system uses passwords to prevent unauthorized use of the CoPilot system. Each CoPilot system user establishes a User ID and Password the first time they use the CoPilot system.
Can I use the CoPilot system on a network?
Yes. By installing a separate server setup program this will allow you to set up a CoPilot system database on a central computer (server) that will provide data access for one or more CoPilot system installations (clients) residing on other machines in a common network.
Can I delete data from the CoPilot system?
No. Data cannot be deleted in the CoPilot system but it can be hidden so the data will not be included in all the reports except the Diary List report.
Can I use the CoPilot system to do a quick upload and then print the results?
Yes. The CoPilot system does allow as an option to print your favourite reports immediately after you upload your device. Since it is a true heath management system database, you will first need to setup a user.
Will I need to select a user each time I perform an upload to the CoPilot system?
No. Once a device is uploaded it will associate the serial number of that device with that particular user unless you choose otherwise.
- What are the system requirements for the CoPilot Health Management System?
How many readings are held in the meters memory?
The FreeStyle Optium can store up to 450 events, including control solution, blood glucose and blood β-Ketone results.
What happens once the memory is full?
The FreeStyle Optium has a rolling memory, once you reach 450 events, the oldest event is replaced with a new reading.
What altitude can I use my meter at?
Clinical testing demonstrates that altitudes up to 2195 metres (7200 feet) above sea level does not affect the FreeStyle Optium's results.
Can I change the units of measure in my meter?
The FreeStyle Optium meter is supplied only in the UK and Republic of Ireland with the unit of measure as: mmol/L
My reading is 'HI', what does 'HI' mean?
After a test on the FreeStyle Optium, if the reading is 'HI', this means your reading is higher than 27.8 mmol/L
I keep seeing a rectangle with a '-' and '+' on the screen.
This sounds like the 'Battery Icon'. You battery is getting low and needs replacing as soon as possible.
I keep getting an E-1 error on the screen. What does this mean?
E-1 usually means the FreeStyle Optium is either too hot or too cold to work correctly. Move the meter and test strips to a location where the temperature is within test strip operating range.
How many batteries does the meter need?
The FreeStyle Optium requires 1 x CR2032 v3 Lithium battery.
- How many readings are held in the meters memory?
Haven’t found your answer?
Please call us on our FREE customer helpline:
Please call us on our FREE customer helpline:
Customer Careline Number
1800 77 66 33