Troubleshooting Tandem Source Updater

We're sorry you're having trouble updating the software on your t:slim X2 insulin pump. Please find some helpful troubleshooting tips below, as well as steps on how to resolve common errors. If these steps don’t help, please contact Tandem Customer Support at (877) 801-6901.

Software Update Best Practices

Plug your pump directly into the computer or laptop
Use your Tandem-provided USB cable
Don’t plug in other pumps while you are completing the update
Fully charge your pump prior to starting the update
Stop insulin delivery prior to starting the update process
Make sure you’re using a computer with a compatible operating system: Windows, macOS, or ChromeOS
Close other applications that connect with the pump (e.g. Glooko, Diasend, Tidepool, etc.)
Close any other browser tabs or sessions currently using the Tandem Source platform on your computer
Check your browser settings to ensure that sites can ask to connect to serial ports. Copy and paste about://settings/content/serialPorts into the browser to find this option

Common Errors and How to Resolve Them

USB Error

Error #103

This error indicates the user has not enabled USB communication in their browser.

Check your browser settings by copying and pasting about://settings/content/serialPorts into the browser
Select Sites can ask you to connect to serial ports
Click Connect Pump to re-establish the connection

Pump Unavailable

Error #121

This error indicates the user has the pump connected to another application.

Close out other applications that could be connected to your computer (e.g. Glooko, Diasend, Tidepool, etc.)
Click Connect Pump to re-establish the connection

Lost Connection to Pump

Error #104 or 118

These errors indicate that the pump has been unplugged from the computer or that the connection has been lost. Avoid using dongles, adapters, USB hubs, or USB cables other than the one provided by Tandem with your pump. These issues may persist if the USB cable fits loosely within the USB port, so please ensure that you do not move the pump during the update.

Make sure you are using your Tandem-provided USB cable to plug in your pump
Plug your pump directly into a USB port on your computer or laptop, not through a dongle, adapter, or USB hub
Continue with the update

Pump Not Linked to this Account

Error #105

This error indicates that the pump you have plugged in is not associated with this account.

Go to Account Settings in the top right corner
Select Log Out
Once back at the login page, use the Tandem account credentials associated with the pump you would like to update
Go to My Pump menu to continue with the update
If you are unsure what email is associated with your Tandem account, please contact Tandem Customer Support at (877) 801-6901

Stop Insulin Delivery

Error #113

It is very important that you stop your insulin therapy before proceeding with the pump software update. This error indicates that insulin delivery has not been stopped on the pump. To stop insulin delivery:

Unlock your pump and tap OPTIONS on the pump screen
Select Stop Insulin and proceed to stopping insulin on your pump
Continue with the update

Update Failed

Error #114

Update failures can occur for a variety of reasons. Please ensure you have a stable internet connection before trying to update again. If the issue persists, please contact Tandem Customer Support at (877) 801-6901.