Tandem Device Updater
Why don’t I have any available updates?
Some updates may not be available for all Tandem insulin pumps. You can check back at any time to see
if updates are available.
Can I update more than one insulin pump?
You can update multiple pumps, but each pump has a unique Update ID Number and only one pump can
be updated at a time. Complete an update on the first pump and make sure you get the Update
Successful message. Unplug the first pump, close the Device Updater, and restart the process with the
next pump. You will not need to reinstall the Device Updater or use a different computer for each pump
What happens if I enter an invalid Update ID Number?
The update will be denied. You must enter the correct 7-digit Update ID Number in order to update your pump. In order to maintain security during the update process, each Update ID Number is
associated with a specific pump serial number and can only be used once. Check your email and confirm
you’ve entered the correct Update ID Number. If you cannot locate the correct Update ID Number, call
Customer Technical Support at (877) 801-6901.
How much time do I have to complete the update?
There is an update timer that will ask you to restart the update if more than 60 minutes have passed since
you started the process. Click Restart and follow the on-screen instructions.
Can I stop an update once I’ve begun?
No, you cannot stop an update once you’ve started. After you complete the safety steps and start an
update, you must complete the update in its entirety.
Why am I having problems connecting to the Tandem servers?
In order to ensure the Device Updater meets your needs, we must periodically bring the servers down for
service, updates, or repairs. During these maintenance windows, the Device Updater may be unavailable
and you may not be able to update your pump.
What do I do if I lose my internet connection?
You must be connected to the internet in order to update your pump. The Device Updater will display a
message if the connection is lost during an update. Reconnect to the internet, click Continue, and follow
the on-screen instructions.
What do I do if my pump displays a Connection Error Alert?
You may see a Connection Error Alert when the Device Updater is unable to communicate with your pump. Depending on your computer, the time it takes to establish communication will vary. If the issue persists, call Customer Technical Support at (877) 801-6901.
What do I do if my pump comes unplugged during the update process?
Depending on when during the update process your pump was unplugged, you may be able to continue.
Follow the on-screen instructions.
What do I do if my computer goes into “hibernate,” “sleep,” or “stand-by” during an update?
The update will most likely fail. Bring your computer out of this mode and follow the on-screen
What do I do if an update fails to install on my pump?
If you started an update and it failed, stop all pump use and call Customer Technical Support at (877) 801-6901.
What happens if I tap NO on the Pump Reboot screen?
If you decide you no longer want to update your pump and tap NO on the Pump Reboot screen, your pump will not allow the update. You will need to exit the Device Updater. Your pump software will not be updated, but you can update at another time by restarting the Device Updater.
Can I revert my insulin pump to the previous software version?
You cannot revert your insulin pump software after you’ve completed an update. If an update is canceled
or fails prior to completion, your insulin pump will revert to the previous software version.
Can I update my insulin pump while on vacation or otherwise outside of the United States?
No, for security purposes, the updated software is only available within the United States. If you try to
update from outside of the United States you will get an error message and be unable to proceed.
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