Troubleshooting

Unplug Other Pumps

Error #101

You can only have one insulin pump plugged into your computer during the update process. Unplug all but one insulin pump.

Browser Incompatible

Error #102

Your current browser is not compatible. In order to continue, please install and use the latest version of Google Chrome or Microsoft Edge.

USB Error

Error #103

USB communication is not enabled on your browser. Accept prompt to enable communication or manually enable in the browser settings. If you need additional guidance, please refer to the Tandem Source User Guide.

Lost Connection to the Pump

Error #104

The pump has been unplugged from the computer. Please plug it back in.

Pump Not Linked to This Account

Error #105

You can only update insulin pumps that are linked to your Tandem Source account. Plug in an insulin pump that is linked to the account you are currently signed in to or sign into a different user account.

Pump Battery is too Low

Error #106

The battery level on the connected insulin pump has less than a 20% charge. Please charge your pump to at least 20% before trying again.

Pump is Up to Date

Error #107

Your pump is up to date. Refer to the My Pump page to check update eligibility and if needed, complete any required training.

Pump is Up to Date

Error #108

Your pump is up to date.

Mobile Devices Not Supported

Error #109

Pump updates cannot be completed from a mobile device. Please log into your Tandem Source account using a desktop or laptop computer.

Pump Not Linked

Error #110

This pump has not been linked to a Tandem Source account. Log in to Tandem Source, and link the insulin pump to your account. You can also perform a data upload with a USB cable or via the mobile app.

Problem Connecting to Servers

Error #111

Tandem Diabetes Care is having trouble connecting to our servers at this time. We apologize for the inconvenience. Please try again later.

Stop Insulin Delivery

Error #113

Insulin delivery has not been stopped on the pump. On your insulin pump, tap Options and then Stop Insulin to stop all deliveries.

Update Failed

Error #114

An error caused the software update to fail. Please try again.

Clear Alerts and Alarms

Error #115

Confirm that all alert and alarm screens on your pump have been cleared.

Update ID Expired

Error #116

Your Update ID is expired and you will need to contact Tandem Diabetes Care Customer Support at (877) 801-6901 to receive a new one.

Incorrect Update ID

Error #117

The Update ID you entered was incorrect. Please try again.

Lost Connection to Pump

Error #118

The pump was unplugged or the connection to the pump was otherwise lost during the software update. Immediately plug the pump back into your computer so the update can be resumed. Failure to resume the update may result in your pump becoming unusable. The update will resume automatically once pump connection has been re-established.

Maximum Update ID Attempts Reached

Error #128

You have reached the maximum number of attempts for entering the Update ID. Contact Tandem Customer Support at (877) 801-6901 to receive a new one.

Malfunction

Error #199

Something has gone wrong with the update process. Please contact Tandem Customer Support at (877) 801-6901 to receive a new insulin pump.