Replacement Nova StatStrip glucose meters - issue with connecting to wi-fi

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We have been having some issues with the last couple of replacement StatStrip glucose meters that we have received this year. The issue is when we try and connect it to our network the wired connection is working, however, the Wi-Fi will not connect. The first meter I received that had this issue I called the tech support hotline and they seemed to hint that this was a potential issue with the newer remanufactured meters that they were seeing. They had me send back the other meter and sent a new replacement. I just received the next replacement meter today, and same issue. It will connect to our wired network, but not wireless. Which is an issue because we use them wirelessly in our facility. I would like to mention that we do not have NovaNet, we only use RALS, but this typically doesn't affect any meter set up, or at least it hasn't in the past. These are meters that have a remanufactured date of January 2025. Can anyone offer any information on this issue? My email is aholland@catawbavalleymc.org if you would prefer to respond via email.
Thank you!

16 Replies

Amanda Bullwinkle

Tue Feb 04, 2025 at 3:45PM

Hi Ashlee! I just encountered this exact issue yesterday. I have 4 new meters that will not connect to WiFi. I'm anxious to see what you come up with. I have an email into my IT department.

Angel Lorenzo

Tue Feb 04, 2025 at 4:00PM

I would follow the set-up instructions that you have for your facility, then use a meter that is working with the wifi and go screen by screen on both meters to see if you see any differences.

Sheree Humphries

Tue Feb 04, 2025 at 4:43PM

Today we as well encountered 7 meters not connecting to Wi-Fi. they were all manufactured 01/02/2025. NovaNet said our IT should check and see if there is communication, just missing a handshake somewhere. Seems that the device is trying, the upsidedown T however never shows connection. Next NovaNet person suggested to ask IT if there has been a change on their end that is now having each device MAC have to be added to the system. That is terrible as we have 987 meters. I don't want to have to do this each time we swap them out, which is quite frequently. Seems that any meter manufactured before 01/02/2025 works as in our bundle of replacement meters there were some older ones. They all worked fine. We are thinking Nova changed out the communications card and there is an issue on the NovaNet side...but to get them to admit is another story. I don't want to replace with new as we will encounter the same issue possibly. So no words of advice here yet. Thanks for posting and saying it is not just me having issues.

Amanda Bullwinkle

Tue Feb 04, 2025 at 4:54PM

I was just able to connect a new meter manufactured 10/10/24 with no problem. My 4 new meters are manufactured on 1/2/25 and 1/9/25. When I spoke with Nova Tech Support, they told me the manufactured date has nothing to do with it, but I do see the trend considering I got one to work and 4 do not. Honestly, everything Tech Support had instructed me to do, I had already done that numerous times.

Ashlee Holland

Wed Feb 05, 2025 at 8:07AM

Thanks to everyone for their responses so far! I have had my IT department look into the issue and so far they have not been able to find any issues on there end. I do think it has something to do with the newly manufactured meters, beginning in January 2025. These are the only meters I have had issues connecting to Wi-Fi. I received a meter that was manufactured in December 2024 just a couple of weeks ago and had no issues connecting it to our network. All of our other meters that are in use are still functioning properly and connected to the wi-fi network, so the only thing I can come up with is that it has to do with this new replacement meter. I'm planning on reaching back out to Nova today to see if they can offer any further assistance.

Erika Deaton-Mohney BS, MT(ASCP), CPP

Wed Feb 05, 2025 at 9:26AM

We had this very issue yesterday and rectified. We found that the new meters being sent are on a new host version. See if your IT needs to make connections to the new host version.
meters prior to 2025 are on host version:4.50.8.80
meters from 2025 are on host version 4.51.8.81

Sheree Humphries

Wed Feb 05, 2025 at 9:32AM

Wonderful. Will have IT check it out. Thanks

Amanda Casavant

Wed Feb 05, 2025 at 10:04AM

Hi All
We don't use the NOVA Wi-fi. This just came through my FDA alert feed. Don't know if this has anything to do with your issues.

Glucose and Glucose/Ketone Meter Correction: Nova Biomedical Corporation Issues Software Correction for StatStrip Glucose and Glucose/Ketone Hospital Meters Due to Risk for Transmission of Incorrect Patient Results | FDA
Just a thought.

Sheree Humphries

Wed Feb 05, 2025 at 10:21AM

According to the letter we got, this was for the brand-new meters and different model from our current model 54802. This was affecting models 63685, 63683, 63910. Thankfully as we have not transitioned to a new model Nova meter.

Danny Wedrall

Wed Feb 05, 2025 at 1:54PM

My IT have no idea where to look at "host version" to add 4.51.8.81. Did anyone else figure out what is going on? I just received 4 manufactured 1/9/25 that will not connect to wi-fi.

Ashlee Holland

Wed Feb 05, 2025 at 2:12PM

I believe what is listed as "host version" on the meter setup is actually the meter firmware version...and I do think this is the issue. I've called tech support and they said I needed to update the firmware on the device...the only problem is that I cannot get the firmware version to load that was given...it appears to be the older version of firmware and I don't think my system will replace a newer firmware version with an older one...so I'm still waiting on a response from tech support for the next action to take.

Karin Gehringer

Wed Feb 05, 2025 at 3:05PM

This is only for Gen2 glucometers I believe.
To see Host Version, log in to meter as Admin/Setup/View Setup and Host version is on page 1 of 26.

Amanda Bullwinkle

Wed Feb 05, 2025 at 3:06PM

Hello. I'm waiting to hear back from the Nova Technical Product and Support Manager, Richard Wilford. I was told this is fixed by downloading software in Novanet. This should rectify the issue.

Karin Gehringer

Wed Feb 05, 2025 at 3:12PM

Here's the email I got when I asked questions:
You may have a system that looks for warnings from regulatory agencies. That may be how you received it. I’ve had another customer that the same thing happened. They don’t have the Gen2 meters but received an update from some automated service.

Paul Griffis

POC Installation and Support Specialist

Nova Biomedical

Erika Deaton-Mohney BS, MT(ASCP), CPP

Wed Feb 05, 2025 at 3:26PM

Update. Yesterday I was able to get three new meters to connect to NovaNet but today when I tried them, none of them connected. I called Nova and got a tech support person to log into my NovaNet with their credentials. They emailed me two versions (StatStrip-K1_4_50_8_80_en.b64 and StatStrip-K2_4_50_8_80_en.b64)and we uploaded them to my Novanet on to all of my locations. In a hardwired docking station, all three meters connected. I did a facility and location update and docked again successfully. Now they all 3 will connect via wifi.

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Replacement Nova StatStrip glucose meters - issue with connecting to wi-fi