If you're viewing this page, then something has gone wrong with your Tidepool experience, and for that, we apologize. The best way to help us diagnose and eventually fix whatever issues you've encountered is to send us a screenshot of Tidepool Uploader that includes the error message. If this doesn't help, we may ask you to pull some special logs from Tidepool Uploader as described below.
Table of Contents
- Using Share this issue to send error reports
- Send Console logs (if asked by Tidepool Support)
Use the Share this issue button to send Support an error
1. Attempt your diabetes device upload
Using Tidepool Uploader, attempt to upload your diabetes device as you would normally until you get an error message.
2. Send the error using Share this issue
Upon receiving an error message, click the Share this issue with the Tidepool Support Team option.
After clicking, you will see a success message and receive an email from support@tidepool.org acknowledging the error report you sent.
The Tidepool Support team will review the error logs and reply to you by email.
Pulling Tidepool Uploader Console Logs
When asked by Tidepool Support for special logs, follow these instructions.
1. Open the Tidepool Uploader
2. Open the Developer Tools
From the Menu, select "View — Toggle Developer Tools".
The Developer Tools will likely dock itself inside of Tidepool Uploader, making it hard to use Tidepool Uploader. To separate the developer tools into its own window, do the following:
- Click on the ⋮ (vertical ellipsis) icon and then click on the stacked square icon as shown in this animation.
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Leave the two windows open while you try to upload via the Uploader with the device that is failing.
3. Use the Tidepool Uploader
Try to upload your device — just like you were doing before the error message or problem with Tidepool Uploader occurred. This time when you receive an error message:
- Click on (1) Console in the Developer Tools window (if not already selected)
- Right click in the Developer Tools window and (2) left click "Save as..."
- Use the Save dialog box to save the log file somewhere you can easily access it on your computer (Desktop or Downloads is a good choice).
- Attach a copy of the log file in your email to support@tidepool.org so we can troubleshoot what is going on with Tidepool Uploader.
Please reach out to support@tidepool.org if you have any questions or feedback on this article.