Unable to Connect to Pump Error

This error indicates the Tandem Source platform was unable to connect to the t:slim X2 insulin pump.

Before Troubleshooting

• Plug the pump directly into the computer or laptop and avoid using USB hubs, converters, extenders, etc.
• Use the Tandem Diabetes Care USB Cable provided with the pump
• Use a computer with a compatible operating system
• Close other applications that connect with the pump (e.g., t:connect, Glooko, Diasend, Tidepool, etc.)
• Close any other browser tabs or windows currently using Tandem Source
• Check the browser settings to ensure that sites can ask to connect to serial ports

How to Resolve Error

1. Plug the cable into a different USB port on the computer
2. Open a different compatible browser (Microsoft Edge, Google Chrome, Safari)
3. Select Try Again. If the browser displays a message to connect to a serial port, select Tandem Virtual COM Port, Connect, and then try uploading again.
4. Restart the computer
5. Repeat this process on a different computer

If these steps do not resolve the issue, please contact Tandem Technical Support at 877-801-6901.