Troubleshooting OneTouch Ultra 2 Driver Issues

This guide is for people with diabetes or clinicians (or their IT departments) who are having issues with uploading the OneTouch Ultra 2 meter on their Windows computer. The following actions require you be an Administrator on your computer.

1. Plug your OneTouch Ultra 2 cable into your computer

This is an important first step. You will not be able to do the following steps if the cable is not connected. You do not need the meter connected at this time.

2. Update the driver in Device Manager

• In the search box on the taskbar, type Device Manager, then select from the menu by clicking on Device Manager in the search results that appear.
  
  
  
  
• Click the small arrow to the left of Ports (COM & LPT) to expand the items.
  
  
  
  
• If you see an item that says PL2303HXA PHASED OUT SINCE 2012 this means your computer is indeed using the wrong driver.
  
  
  
  
• Double-click this item in the list to open its Properties.
• Now click on (1) the Driver tab at the top, and then (2) the Update Driver button.
  
  
  
  
• Next click on the Browse my computer for drivers on the options that appear.
  
  
  
  
• Next click on the Let me pick from a list of available drivers on my computer option.
  
  
  
  
• Click on Tidepool USB Driver (Prolific chipset) from the list of options. Click Next to proceed.
  
  
  
  
• After making these changes, close all the Device Manager windows and retry uploading a OneTouch Ultra 2 meter through Tidepool Uploader. See our guide for uploading instructions.

Please reach out to support@tidepool.org if you have any questions or feedback on this article.