Hardware Troubleshooting
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      3. Hardware Troubleshooting

      How to Run a Probe Error Log

       

      Note: Please verify that Bluetooth is enabled on your smartphone and you are in close proximity to the meter you need to diagnose.

      Your SoniShield meter / display must be powered prior to attempting this. For the SoniShield Display, ensure it is placed in BLE mode.


      During troubleshooting of your SoniShield Duo or View meter, Sonicu Tech Support may request assistance from you by asking you to run a Probe Error Log from your SoniCloud mobile application.  These Probe Error Logs can help us to determine what could be causing your issue.  To run a Probe Error Log, please follow the steps below.   

      1. From the Settings tab on the mobile app, select "Scan for SoniShield Meters (BLE)."
      2. From the Meters list, select the meter you wish to connect to.  This can be confirmed by matching the Serial Number listed to the label on the front of the meter.
      3. The app will connect to the selected meter. 
      4. At the bottom of the screen, select "Read file from Meter”.
      5. Select 'Probe Error Log' to send the files to SoniCloud.
      6. Notify Sonicu Support via your open Support Ticket that you have successfully run the “Probe Error Log”.  Our support team will review the logs and notify you of the next steps to take to resolve your support issue.  

      For any more questions regarding Running Diagnostics please contact Sonicu Support for assistance.  Sonicu Support can be reached by email at support@sonicu.com or by calling (317) 468-2345.  Sonicu Support is available M-F 8 AM- 5 PM EST.