Roche Accu-Chek Inform II

Asset Type

Blood Glucose Meter

Manufacturer

Roche

Model

Accu-Chek Inform II

What This Guide Helps With

Meter fails to detect test strips, shows insertion errors, or does not start testing despite proper strip placement.

Step-by-Step Troubleshooting

Ensure Patient Safety First

• Remove the meter from patient use before troubleshooting. Use an alternate device for testing.
• Expected: No interruption to patient glucose monitoring
• Why it matters: Prevents delay in patient care and avoids inaccurate results

Verify Correct Test Strips

• Confirm the strips are Accu-Chek Inform II compatible and not from another system.
• Check strip vial labeling
• Confirm hospital-approved supply
• Expected: Correct strips are being used
• Why it matters: Incompatible strips will not be recognized

Check Strip Expiration and Storage Conditions

• Inspect the expiration date and ensure strips were stored properly (sealed vial, controlled environment).
• Open a new vial if uncertain
• Ensure lid was tightly closed
• Expected: Meter recognizes strip from a fresh vial
• Why it matters: Expired or moisture-exposed strips commonly cause recognition failures

Inspect Strip Insertion Technique

• Ensure the strip is inserted correctly and fully seated.
• Insert strip firmly until it stops
• Confirm correct orientation (contacts first, correct side up)
• Expected: Meter detects strip and initiates test sequence
• Why it matters: Partial or incorrect insertion prevents proper contact

Inspect Strip Port for Contamination or Damage

• Check the meter’s strip port for debris, dried fluid, or physical damage.
• Use a flashlight to inspect port
• Clean externally per approved cleaning procedure (no internal probing)
• Expected: Clean, unobstructed strip port
• Why it matters: Contamination can block electrical contact with the strip

Test with Known Good Strip and Second Meter

• Use a strip from a confirmed good vial and compare behavior on another meter.
• Insert same strip type into another working device
• Expected:
• If second meter works → issue likely with original meter
• If both fail → issue likely with strips
• Why it matters: Helps isolate device vs. consumable issue

Check for Software Prompts or Lockouts

• Observe if the device is displaying QC requirements or lockout messages.
• Review screen messages before and after insertion
• Expected: No hidden lockout preventing test initiation
• Why it matters: Some systems block testing and appear as strip errors

Restart the Device

• Power cycle the meter to reset detection logic.
• Turn device off and back on
• Reattempt strip insertion
• Expected: Normal strip detection resumes
• Why it matters: Temporary software glitches can affect strip recognition

If the Problem Persists

If all external causes have been ruled out, the issue is likely internal (strip port contact failure, internal connector issue, or board-level fault).

Remove the device from service, label it Out of Service, and send it for repair or bench evaluation.

Knowing when to stop prevents unnecessary risk and wasted time.

Clinical Use Tip

Never troubleshoot strip recognition issues while relying on the device for active patient testing. Always transition to a backup meter first.

Work Order Documentation (CCR Method)

CCR = Complaint, Cause, Resolution

Complaint

What was reported by the clinical staff.

Example:
"Meter not recognizing test strips; unable to perform glucose testing."

Cause

What was observed during troubleshooting.

Example:
"Contamination found in strip port causing poor contact with test strips."

Resolution

What action was taken.

Example:
"Cleaned strip port externally and verified proper operation with new test strips."

Helpful Details to Include (If Known)

• Strip lot and expiration date checked
• New vial tested
• Alternate meter comparison performed
• Strip port condition (clean/contaminated/damaged)
• Any error messages displayed
• Final device status (returned to service or sent for repair)

Final Thought

Effective troubleshooting starts with simple, external checks like strips, technique, and contamination. Always prioritize patient safety and escalate appropriately when internal faults are suspected. Proper documentation ensures traceability and supports ongoing reliability.

That is successful troubleshooting.