Client Onboarding Checklist: When Tenovi dropships directly to patients
If you are a client that connects to your own care management software, watch this video:
If you are a client that uses Tenovi’s care management software, watch this video:
This quick video will walk you through how to properly troubleshoot and resolve issues when your patient’s readings are not being received.
When a patient is located in an area with no cellular coverage, data can be transmitted by using the patient’s phone. This short video will walk you through how to properly download the Tenovi Gateway App and transfer a measurement.
Please try troubleshooting first using the steps in this Troubleshooting section. If you still require assistance, submit a Tier 2 support ticket through the Tenovi Dashboard for the fastest response and HIPAA compliance.
This quick video will show you how to submit a ticket. Steps are also outlined below this video.
To ensure the quickest turnaround time and HIPAA compliance, please use Tenovi’s ticketing system rather than using email or phone.
a. Log into your Tenovi Dashboard. If you do not have a login, please email us at support@tenovi.com and we will create an account for you.
b. Click the “Client Customer Service” tab –> “Add Request” button
c. Fill out a description and all necessary fields
We typically respond to tickets within 1 business day. When we respond, you will receive an email indicating that your ticket has an outstanding request.
It’s important for people with bulk orders to follow these 2 steps:
1. Keep Glucometer and Gateway Kits Together
All Tenovi Glucometers will come packaged in a kit with a Tenovi Gateway when bulk shipped. Tenovi Glucometers must remain with the specific Tenovi Gateway it was shipped with as Tenovi Glucometers go through a special bonding process before being shipped. Unlike other Tenovi devices, you can not mix and match Tenovi Glucometers with any Tenovi Gateway.
If the Tenovi Glucometer is separated from the bonded Gateway, the glucometer must be bonded again. This video will walk you through how to bond the glucometer.
2. Whitelist Tenovi Gateways That Are Going to the Same Household
If multiple patients will be using Tenovi devices in the same location and you are receiving devices from us in bulk, you must first connect each device to the respective gateway by following the video or steps below:
- Unplug all other gateways
- Press and hold the button on the gateway until you see a pulsing white light.
- Place the device that you want to whitelist within 1 foot of the gateway (as close as possible) and take a measurement.
- The pulsing light should go away. Take another measurement and confirm the measurement came through under the correct patient.
- Repeat these steps for any other gateway in the area.
Note: All Tenovi Gateways in the area must be in whitelist mode to operate correctly.
Troubleshooting: This workflow fixes 99% of issues
Click “Client Devices” → Select “All Devices” → Enter Gateway ID
Search for the device by the patient name or address. If you still can not locate the listing, this means that the device was not activated. To activate the device, follow the device activation steps in the API documentation below or contact us at support@tenovi.com.
https://app.tenovi.com/assets/pdfs/Tenovi HWI API Documentation.pdf
If you are connecting to tenovi devices with your own software system, confirm that the gateway ID, and patient ID match the IDs in your software. If the IDs match, this means there is likely an API integration issue.
This video will walk you through how to troubleshoot and resolve issues when your patient’s readings are not received. Or you may follow the steps outlined below the video.
1. Check to see if it is a bad signal
a. Ask patient to plug the gateway in.
b. If the gateway flashes purple and goes to flashing blue within 30 seconds, call tenovi support.
c. If the gateway continues to flash purple for more than 5 minutes or goes to flashing blue after 3 or more minutes, the patient has a bad cell signal.
2. Fixing a bad cell signal
a. Ask user to move the gateway to a window in one room of the house and plug it in. If it continues to flash purple or blue for 5+ minutes, ask them to try a window on the other side of the house.
b. If the issue is not resolved, ask user to go on the app store and download “Tenovi Gateway App” on iOS or Android. This is an extremely simple app that will offload all of the data, even if the gateway can not send data. Note: The gateway can store up to 1 year of data, so the user only need to offload the data as frequently as their care management team would like (ie. once per month).
c. Ask user to open the app, and click the “Sync!” button. This will convert their gateway into “Bluetooth Mode”. The LED on the gateway should turn red. Note: Make sure the patient has Bluetooth enabled on their phone.
d. Ask user to take a measurement, and then click the “Sync!” button again.
e. Go to the Admin dashboard → Click on the client → Click on client devices → Click on the Device name, and confirm that a measurement has gone through.
1. Check to see if there is more than one Tenovi Gateway within 45 feet.
a. If yes, you must put all gateways into Whitelist mode. This wideo will walk you through the process. Or you may follow the steps outlines below.
b. Unplug all other gateways
c. Press and hold the button on the gateway until you see a pulsing white light.
d. Place the device that you want to whitelist within 1 foot of the gateway (as close as possible) and take a measurement
e. The pulsing light should go away. Ask patient to take another measurement. Confirm the measurement came through under the correct patient.
f. Repeat these steps for any other gateway in the area. All Tenovi gateways in the area must be in whitelist mode to operate correctly.
2. Check to see if this device is a Tenovi Glucometer.
a. If yes, the glucometer is likely not bonded correctly.
b. Plug in gateway and wait for it to turn red
c. Hold down the down button of the glucometer on the left hand side until you see the text “BT” and the word “yes” flashing
d. Press the button on the right side of the glucometer
e. Wait for the word “pair” to appear in the bottom left and press the button on the right side again
f. Take a measurement and confirm that the gateway changes to green and the data is received.
Frequently Asked Questions
The Tenovi BPM, Tenovi Scale, Tenovi Pulse Ox, Tenovi Peak Flow Meter, and Tenovi Thermometer will connect and work out of the box with any Tenovi Gateway — no pairing or bonding required. However, the Tenovi Glucometer must stay with the specific Tenovi Gateway it was bonded to. The Tenovi Gateway and Glucometer will always come pre-bonded from Tenovi in a kit box. Do not separate this gateway and glucometer as the glucometer will not work with any other gateway.
This video will walk you through how to properly add the Tenovi Gateway to whitelist mode and how to remove it from whitelist mode if needed. You may also follow the steps listed below the video.
1. Check to see if there is more than one Tenovi Gateway within 45 feet.
a. If yes, you must put all gateways into Whitelist mode.
b. Unplug all other gateways
c. Press and hold the button on the gateway until you see a pulsing white light.
d. Place the device that you want to whitelist within 1 foot of the gateway (as close as possible) and take a measurement
e. The pulsing light should go away. Ask patient to take another measurement. Confirm the measurement came through under the correct patient.
f. Repeat these steps for any other gateway in the area. All Tenovi gateways in the area must be in whitelist mode to operate correctly.
2. Check to see if this device is a Tenovi Glucometer.
a. If yes, the glucometer is likely not bonded correctly.
b. Plug in gateway and wait for it to turn red
c. Hold down the down button of the glucometer on the left hand side until you see the text “BT” and the word “yes” flashing
d. Press the button on the right side of the glucometer
e. Wait for the word “pair” to appear in the bottom left and press the button on the right side again
f. Take a measurement and confirm that the gateway changes to green and the data is received.
Select a cuff size based on arm circumference. The ideal cuff bladder length is > 80 percent of the patient’s arm circumference. Many devices are sold with variable size cuffs that will fit a majority of arms from small adults to large adult range. Check device specifications for the range of arm circumferences covered.
- Tenovi BPM – Small Cuff Range = 8.6’’ – 12.5’’
- Tenovi BPM – Large Cuff Range = 8.6’’ – 17.7’’
What is an “E1” message on the BPM Unit?
Error 1 means the blood pressure cuff is incorrectly wrapped or the cuff air plug is loose. Refasten the cuff and correctly insert the air tube plug—repeat the measurement.
What is an “E2” message on the BPM Unit?
Error 2 means the sensor experienced excessive body motion. Relax for 5 minutes. Keep the tested arm stationary, resting on a flat surface at the same level as your heart. Repeat the measurement.
What is an “E3” message on the BPM Unit?
Error 3 means the pulse is not detected. The inflatable part of the cuff should completely cover at least 80% of the upper arm. Place the cuff on bare skin and repeat the measurement.
What is an “E4” message on the BPM Unit?
Error 4 means treatment of the measurement failed. Relax for 5 minutes. Keep the tested arm stationary and resting on a flat surface at the same level as your heart. Remain still and repeat measurements.
What is an “ERR” or “USB” on the BPM Unit?
“ERR” or “USB” errors mean adapter errors. Replace with the authorized adapter.
What is an “!” or “Out” on the BPM Unit?
Error “!” or “Out” means out of measurement range. Relax for a moment. Refasten the cuff and repeat the measurement. If the error persists, please contact your healthcare provider.
What is an “Er1” message on the thermometer?
Error 1 means the ambient temperature is higher than 40°C (104°F) or lower than 10°C (50°F). Keep the thermometer under room temperature for more than 30 minutes prior to use.
What is an “ErC” message on the thermometer?
Error C means data is being read from or written to memory or temperature correction is not complete. Wait 5 minutes and measure again.
What is an “E1” message on the BGM unit?
Error 1 means a used test strip was inserted. Repeat the measurement with a new test strip.
What is an “E2” message on the BGM unit?
Error 2 means the blood sample or test solution was applied before the blood sample icon appeared on the device. Repeat the measurement with a new test strip and wait until the icon appears before applying the blood sample or control solution.
What is an “E3” message on the BGM unit?
Error 3 means the temperature during the test was above or below the operating range. Move to an area where the temperature is within the operating range (42.8-111.2 °F/ 6-44C). Repeat the test once the meter and test strips have reached the operating range,
What is an “E4” message on the BGM unit?
Error 4 means the blood sample has insufficient volume. Repeat the test with a new test strip.
What is an “E5” message on the BGM unit?
Error 5 means the wrong blood glucose test strip was used. Repeat the test with a Tenovi test strip.
What is an “E6” message on the BGM unit?
Error 6 means there is a problem with the device. Do not use the meter. Instead, contact Tenovi Support at (866) 207-5394 Monday – Friday, 6 am-5 pm PST.
What is an “E7” message on the BGM unit?
Error 7 means connectivity error. Contact Tenovi Support at (866) 207-5394 Monday – Friday, 6 am-5 pm PST.
What is an “E8” message on the BGM unit?
Error 8 means an electronic error occurred during the test. Repeat the test with a new test strip.
Device Setup Videos
- Plug the power cord into the back side of the Tenovi Gateway and the other side into an outlet. The LED ring will pulse purple for up to 10 minutes while it connects to a cellular network.
- The LED ring will turn Red when the Gateway has successfully connected to a network. If the LED ring does not turn Red, move the gateway close to a window and try again.
- Open the lid on the back side of the scale and insert the batteries.
- Place the scale on a hard, even surface. Step on the glass platform and remain still. You should see the stabilized measurement flash.
- Wait for the gateway to beep before stepping off. The LED ring should turn green indicating that your measurement was successfully transmitted.
- The gateway LED will turn red every morning.
- Take one measurement once per day unless otherwise advised by your health provider.
- Plug the power cord into the back side of the Tenovi Gateway and the other side into an outlet. The LED ring will pulse purple for up to 10 minutes while it connects to a cellular network.
- The LED ring will turn Red when the Gateway has successfully connected to a network. If the LED ring does not turn Red, move the gateway close to a window and try again.
- Open the lid on the back side of the glucometer and insert the batteries.
- Insert a new disposable lancet firmly into the lancet receptacle and take a blood sample. Now, insert a test strip with the contact bars facing upwards in the meter’s test strip port.
- Apply the blood sample to the narrow end of the test strip. The screen will count down and then show your blood glucose value.
- Remove the test strip from the Glucometer unit. The Tenovi Gateway should beep and the LED ring should turn green indicating that your measurement was successfully transmitted.
- The gateway LED will turn red every morning.
- Take one measurement once per day unless otherwise advised by your health provider.
- Plug the power cord into the back side of the Tenovi Gateway and the other side into an outlet. The LED ring will pulse purple for up to 10 minutes while it connects to a cellular network.
- The LED ring will turn Red when the Gateway has successfully connected to a network. If the LED ring does not turn Red, move the gateway close to a window and try again.
- Open the lid on the back side of the pulse oximeter and insert the batteries.
- Insert one finger into the oximeter as far as possible. Your fingernail should be on the same side as the pulse oximeter screen. Now press the power button to turn on the device.
- Wait for 20 seconds or until you hear a beep from the gateway. Then take the pulse oximeter off of your finger.
- The Tenovi Gateway LED ring will turn Green indicating that your measurement was successfully transmitted.
- The gateway LED will turn red every morning.
- Take one measurement once per day unless otherwise advised by your health provider.
- Plug the power cord into the back side of the Tenovi Gateway and the other side into an outlet. The LED ring will pulse purple for up to 10 minutes while it connects to a cellular network.
- The LED ring will turn Red when the Gateway has successfully connected to a network. If the LED ring does not turn Red, move the gateway close to a window and try again.
- Open the lid on the back side of the peak flow meter and insert the batteries.
- Press the power button until you see the letters “go”. Wait for the gateway LED to flash yellow.
- Stand up straight. Put the mouthpiece on your mouth. Take a deep breath filling your lungs completely. Blow out as hard and fast as possible. Repeat the steps above as directed by your healthcare provider.
- The Tenovi Gateway should beep and the LED ring should turn green indicating that your measurement was successfully transmitted. The gateway LED will turn red every morning.
- Take the measurement as often as it is advised by your health provider.
- Plug the power cord into the backside of the Tenovi gateway and the other side into an outlet.
- The LED ring will pulse purple for up to 10 minutes while it connects to a cellular network. The LED ring will turn red when the gateway successfully connects to a network.
- If the LED ring does not turn red, move the gateway close to a window and try again.
- Open the lid on the front side of the thermometer and insert the batteries.
- Stand within 10 feet of the gateway and press the blue button on the thermometer.
- The Gateway will beep, and the LED ring will flash yellow.
- Point the thermometer to the center of your forehead, and press the blue button.
- The Tenovi gateway should beep and the LED ring should turn green, indicating that your measurement was successfully transmitted.
- The Gateway LED will turn red every morning.
- Take the measurement as often as it is advised by your health provider.
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- Plug the power cord into the backside of the Tenovi gateway and the other side into an outlet.
- The LED ring will pulse purple for up to 10 minutes while it connects to a cellular network. The LED ring will turn red when the gateway successfully connects to a network.
- If the LED ring does not turn red, move the gateway close to a window and try again.
- Open the Tenovi Watch box and remove the contents.
- Plug the included USB charging cable into a USB adapter or to a USB port on your computer.
- Place the two charging pins on the watch on top of the charging pins on the base of the charging cradle. And charge for at least one hour.
- Next, place and adjust the watch around your wrist.
- The main screen on the watch will display your step goal and the number of steps taken each day.
- Do your best to complete the assigned goal each day.
- The watch will connect to the gateway and offload all of your data once per day, whenever you are within 30 feet of the gateway between the hours of 10 AM and midnight.
- While connected, the gateway LED will briefly spin yellow, then beep, and switch from red to green. This signals that your health data from the previous day has been sent to the gateway.
- Take the measurement as often as it is advised by your health provider.
- Open the lid on the backside of the Tenovi cellular blood pressure unit and insert the batteries.
- Connect the cuff to the left side of the blood pressure monitor.
- Fasten the cuff to your upper arm onto bare skin and position the artery symbol over the main artery on the inside of your arm.
- Sit comfortably with your tested arm resting on a flat surface at the same level as your heart.
- Make sure you have your palm facing upwards and take five to six deep breaths.
- Press the start-stop button to take a measurement.
- Take one measurement once per day unless otherwise advised by your health provider.
- Open the Tenovi Cellular Scale box and remove the contents.
- Open the lid on the backside of the scale and insert the batteries.
- Place the scale on a hard even surface. Step on the platform, and remain still.
- When the measurement concludes, the display flashes twice, and the results are shown on the display.
- Take one measurement once per day unless otherwise advised by your health provider.
- Plug the power cord into the backside of the Tenovi Gateway and the other side into the outlet.
- The LED ring will pulse purple for up to 10 minutes while it connects to a cellular network.
- The LED ring will turn red when the gateway has successfully connected to a network.
- If the LED ring does not turn red, move the gateway close to a window and try again.Next, open the Trividia Glucometer box and remove the contents.
- Open the lid on the backside of the glucometer and insert the battery.
- Insert a new disposable Lancet firmly into the lancet receptacle.
- Insert a new disposable Lancet firmly into the lancet receptacle.
- Now insert a test strip with the contact bars facing upwards in the meters test strip port.
- Apply the blood sample to the narrow end of the test strip.
- When the measurement concludes, the results are shown on the display.
- Remove the test strip from the glucometer unit and the screen will turn off.
- Stand within 10 feet of the gateway and press the power button on top of the glucometer to transmit the reading to the gateway.
- The LED ring will turn green when then the measurement has been successfully transmitted. The Gateway LED will turn back to red every morning.
- If you take readings while away from the gateway press the power button the next time you are close to the gateway to transmit all of the readings.
- Take one measurement once per day unless otherwise advised by your health provider.
- Plug the power cord into the backside of the Tenovi gateway and the other side into an outlet.
- The LED ring will pulse purple for up to 10 minutes while it connects to a cellular network.
- The LED ring will turn red when the Gateway has successfully connected to a network.
- If the LED ring does not turn red, move the gateway close to a window and try again.
- Open the lid on the backside of the blood pressure unit and insert the batteries.
- Connect the cuff to the left side of the blood pressure monitor.
- Fasten the cuff to your upper arm onto bare skin and position the artery symbol over the main artery on the inside of your arm
- The artery symbol should be a half-inch away from your elbow crease.
- Sit comfortably with your tested arm resting on a flat surface at the same level as your heart, with your palm facing upwards. Take five to six deep breaths.
- Press the start-stop button to take a measurement.
- Wait for the gateway to beep before removing.
- The LED ring should turn green indicating that your measurement was successfully transmitted.
- If you take readings while away from the gateway press the power button the next time you are close to the gateway to transmit all of the readings.
- The Gateway LED will turn red every morning.
- Take one measurement once per day unless otherwise advised by your health provider.
- Plug the power cord into the backside of the Tenovi gateway and the other side into an outlet.
- The LED ring will pulse purple for up to 10 minutes while it connects to a cellular network.
- The LED ring will turn red when the Gateway has successfully connected to a network.
- If the LED ring does not turn red, move the gateway close to a window and try again.
- Open the lid on the backside of the blood pressure unit and insert the batteries.
- Sit comfortably in a chair keeping your back straight and your feet flat on the floor.
- Place the cuff on your left wrist half an inch below your wrist bone.
- Place your elbow on a table to support your arm. Raise your wrist off the table so it is at the same level as your heart.
- Press the start/stop button once.
- The blue indicator light will appear when your wrist is at the correct height.
- Relax your wrist and hand. Do not bend your wrist back, clench your fist, or bend your wrist forward.
- Remain still until the cuff deflates, and your results are displayed.
- Wait for the gateway to beep before removing.
- The LED ring should turn green indicating that your measurement was successfully transmitted.
- If you take readings while away from the gateway press the power button the next time you are close to the gateway to transmit all of the readings.
- The Gateway LED will turn red every morning.
- Take one measurement once per day unless otherwise advised by your health provider.
- Plug the power cord into the back side of the Tenovi Gateway and the other side into an outlet. The LED ring will pulse purple for up to 10 minutes while it connects to a cellular network.
- The LED ring will turn Red when the Gateway has successfully connected to a network. If the LED ring does not turn Red, move the gateway close to a window and try again.
- Open the lid on the back side of the scale and pull the paper tab.
- Place the scale on a hard, even surface. Step on the glass platform and remain still. You should see the stabilized measurement flash.
- Wait for the gateway to beep before stepping off. The LED ring should turn green indicating that your measurement was successfully transmitted.
- The gateway LED will turn red every morning.
- Take one measurement once per day unless otherwise advised by your health provider.
