t:connect Mobile App Error: Unable to Reach the Cloud

This error appears when the t:connect mobile app is unable to connect with the Tandem Diabetes Care cloud server. To fix this issue, try the following steps:

A. Check Your Application Version

B. Check Internet Connection

C. Force Quit

D. Other Troubleshooting Steps

Check Your Application Version

Please ensure that you are on Application version 1.5 or later of the t:connect mobile app. To check your current version:

1. From the mobile app, tap Settings
2. Tap App and then About
3. If the Application version is 1.5 or higher, skip to the other troubleshooting sections in this article. If the Application version is below 1.5, please update the t:connect mobile app to the latest version.
4. Open Google Play or the App Store
5. Tap your profile icon at the top of the screen
6. For iOS devices, scroll to the Available Updates section and tap Update next to the t:connect mobile app. For Android devices, tap Manage Apps & Devices, find the t:connect mobile app, and tap Update

Check Internet Connection

Ensure you have a stable internet connection or try connecting to a different wireless network. If you are not connected to a wireless network on your smartphone, please ensure that you have enabled data for the mobile app:

• For iOS devices, you can check this by going into Settings, scroll to and tap t:connect, and then toggle on Cellular Data
• For Android devices, you can check this by going into Settings, Data Usage, scroll to and tap t:connect and then toggle off Restrict app background data

Force Quit

Try force closing the t:connect mobile app and then launch it again:

• iOS Devices: Double tap the Home button or swipe up from the bottom and hold. Find the t:connect mobile app and swipe up to close.
• Android Devices: Open Settings, tap Application Manager, and then scroll to t:connect and tap Force Stop

Other Troubleshooting Steps

• Reboot your smartphone
• Log out of the t:connect mobile app, log back in, and complete the pairing process again on the mobile app

Note: If you experience any problems with the pairing process, please try repeating the pairing process from the beginning, as that seems to resolve most issues.