Libre view

[Bruce Stephens]

I see nothing except upload a device

That's the initial screen after you log in. (Which is a bit annoying since I imagine it's not what most people want: they want to see their automatically uploaded data from their phone.)

Do you see two icons at the top left? The selected one looks like the Libre reader and the second one looks like a display with a graph on it. Click on the second for Glucose History.

(If there isn't one, or if it says it has no data, I imagine you just haven't configured the phone app somehow.)

 

[Sugarcoated]

I see nothing except upload a device

Sorry to be a pain but I've just realised the account details (email address) is wrong on my libre on phone (nurse must've written in incorrectly) & I'm trying to click on it but it won't let me. I can change name, date of birth but not email. It won't highlight. My libre account recognise my proper email address but for some reason my nurse wrote co.com on phone & i can't delete the co no matter how hard i try.
Maybe thats why i can't download anything.

 

[rebrascora]

Well at least you don't need to be anxious anymore about your email being hacked so that is a plus.
I am wondering if you might need to download the app again and start from scratch, but it is likely that you will lose all the data you currently have on the phone app. Unfortunately I don't have a compatible phone so I don't have any knowledge of the app to advise you. Hopefully there will be an option somewhere to edit the email address. Very frustrating. How long have you been using the Libre?

 

[Sugarcoated]

Well at least you don't need to be anxious anymore about your email being hacked so that is a plus.
I am wondering if you might need to download the app again and start from scratch, but it is likely that you will lose all the data you currently have on the phone app. Unfortunately I don't have a compatible phone so I don't have any knowledge of the app to advise you. Hopefully there will be an option somewhere to edit the email address. Very frustrating. How long have you been using the Libre?

For almost a year. No problems. Hosp can see all my data. Had no problems until now.
Hoping that by just logging in to libre view will show them I'm using it even if i can't download any data.

 

[rebrascora]

Really can't understand how the hospital can view your data if it hasn't downloaded to Libreview as I thought that was how they got access to your Libre results..... but maybe LibreLink provides that.... again, I don't know because I just use the reader with LibreView so don't have LibreLink.
Fingers crossed just logging in to LibreView keeps the account valid until you can figure it out.

 

[Sugarcoated]

Really can't understand how the hospital can view your data if it hasn't downloaded to Libreview as I thought that was how they got access to your Libre results..... but maybe LibreLink provides that.... again, I don't know because I just use the reader with LibreView so don't have LibreLink.
Fingers crossed just logging in to LibreView keeps the account valid until you can figure it out.

I have a reader but can't use it whilst I'm using phone. Might swap & use that instead.
Thank you for replying & being patient.

 

[Bruce Stephens]

Sorry to be a pain but I've just realised the account details (email address) is wrong on my libre on phone (nurse must've written in incorrectly) & I'm trying to click on it but it won't let me. I can change name, date of birth but not email. It won't highlight. My libre account recognise my proper email address but for some reason my nurse wrote co.com on phone & i can't delete the co no matter how hard i try.

Yes, it looks like the app doesn't allow email address to be changed except view LibreView.

So my guess is that the critical thing is that the two have the same email address and password, and likely your nurse did that. So if you logged in to LibreView with the email address on your phone app then you'd see the data. And you could then change the email address (on LibreView, which apparently will then change it on your phone).

So I'd hypothesise that you're logging in to a different LibreView account (one with your real email address), unrelated to the one that's actually being used (which explains why your hospital can see all the data and you can't: you're looking at unrelated accounts). And it would explain why they thought the one with your real email address was unused, because it's true.

 

[rebrascora]

Yes, it looks like the app doesn't allow email address to be changed except view LibreView.

So my guess is that the critical thing is that the two have the same email address and password, and likely your nurse did that. So if you logged in to LibreView with the email address on your phone app then you'd see the data. And you could then change the email address (on LibreView, which apparently will then change it on your phone).

So I'd hypothesise that you're logging in to a different LibreView account (one with your real email address), unrelated to the one that's actually being used (which explains why your hospital can see all the data and you can't: you're looking at unrelated accounts). And it would explain why they thought the one with your real email address was unused, because it's true.

Will the Libreview accept an erroneous email address and can the phone send data to a Libreview account using an erroneous email address? I am not sure if it uses email to send the data or if the email address is purely an identification factor for the account.
Total tech dinosaur here so excuse me possibly making stupid comments/suggestions.

 

[Bruce Stephens]

Will the Libreview accept an erroneous email address and can the phone send data to a Libreview account using an erroneous email address? I am not sure if it uses email to send the data or if the email address is purely an identification factor for the account.

I think the app and LibreView are using the email address as identification (so it apparently works even if it's not actually a real email address).

I'm pretty sure if you create an account in LibreView (as I did) you can't get it wrong (because it emails you a confirmation which you must use before the account is created, as is normal nowadays).

But maybe that's not true of the app, and it'll blindly create (on LibreView) a new account with anything that looks enough like it might be an email address.

So I suspect that's what happened: the nurse entered the wrong email address and that's the one that's being used.

Which is fine (LibreView doesn't normally send any emails).

But if you forget the password that's probably going to be challenging to fix. (Normally you'd just get emailed a link to change it, but if the email goes nowhere then that doesn't help.)

 

[rebrascora]

Thanks @Bruce Stephens

 

[Sugarcoated]

I've managed to sort it. Got in touch with diabetic nurse who installed libre for me & realised her mistake.
I've logged in now using the wrong email & all my data came up.
So if libre does delete the other account (which is my official email address) then it makes no odds as the one libre/hosp us using doesn't exist but its working.
Very hard to understand. My nurse was very apologetic but I'm so happy its all rectified...i don't care.
And i'd like to say a massive, heartfelt thank you to everyone who replied & tried to give me advice & for your never ending patience.
Ps, I'm so un tech savvy its unbelievable lol
Again THANK YOU

 

[rebrascora]

Ps, I'm so un tech savvy its unbelievable lol

You and me both!

Really pleased you have got it sorted...... I know I would have got stressed just like you did and be thinking all sorts of scary stuff.
As @Bruce Stephens says, the only concern is that if you forget your password, you have no means of accessing the account because it will send a replacement password to the erroneous email address, unless I am misunderstanding how the situation has been rectified. Anyway, make sure you have that password recorded somewhere safe so you don't have that concern.
So pleased we were able to help you figure it out and I learned a few things in the process too which may be useful in the future when I get my new phone up and running and use the app.

 

[helli]

@Sugarcoated. Phew! Glad you are able to access your data.

Now that you know what the problem is, if I was in your shoeN, I would be calling the helpline and getting them to correct your email address.
They should be able to do so you don't have any problems in the future such such as forgetting your password or having to change it because some unscrupulous person has hacked all Abbott database. They may not be interested in your Libre data but, as you can buy through their shop, the logins maybe stored in the same place on their end. It is also probably better than speculating what may or not be happening.

(Thankfully, I work in techy land so understand a fair amount about what is likely to be happened which also means I know there are a number of different options.)

 

[helli]

Anyway, make sure you have that password recorded somewhere safe so you don't have that concern.

Do NOT write down passwords unless you are using a password security app, especially if you are using the same password for multiple logins.

 

[Sugarcoated]

@Sugarcoated. Phew! Glad you are able to access your data.

Now that you know what the problem is, if I was in your shoeN, I would be calling the helpline and getting them to correct your email address.
They should be able to do so you don't have any problems in the future such such as forgetting your password or having to change it because some unscrupulous person has hacked all Abbott database. They may not be interested in your Libre data but, as you can buy through their shop, the logins maybe stored in the same place on their end. It is also probably better than speculating what may or not be happening.

(Thankfully, I work in techy land so understand a fair amount about what is likely to be happened which also means I know there are a number of different options.)

You and me both!

Really pleased you have got it sorted...... I know I would have got stressed just like you did and be thinking all sorts of scary stuff.
As @Bruce Stephens says, the only concern is that if you forget your password, you have no means of accessing the account because it will send a replacement password to the erroneous email address, unless I am misunderstanding how the situation has been rectified. Anyway, make sure you have that password recorded somewhere safe so you don't have that concern.
So pleased we were able to help you figure it out and I learned a few things in the process too which may be useful in the future when I get my new phone up and running and use the app.

I have written my password in about 7 different places & even the wrong email address lol.

 

[Sugarcoated]

Do NOT write down passwords unless you are using a password security app, especially if you are using the same password for multiple logins.

I use different passwords for everything & never keep them on my phone or tablet.
I will get my nurse to sort it out Wednesday as honestly, talking to libre on phone is REALLY, REALLY hardwork. They seem polite & helpful, i just can't understand them. They talk so fast & i don't have the best hearing due to over gentimicine usage. Its frustrating for them & myself.

 

[Sugarcoated]

@Sugarcoated. Phew! Glad you are able to access your data.

Now that you know what the problem is, if I was in your shoeN, I would be calling the helpline and getting them to correct your email address.
They should be able to do so you don't have any problems in the future such such as forgetting your password or having to change it because some unscrupulous person has hacked all Abbott database. They may not be interested in your Libre data but, as you can buy through their shop, the logins maybe stored in the same place on their end. It is also probably better than speculating what may or not be happening.

(Thankfully, I work in techy land so understand a fair amount about what is likely to be happened which also means I know there are a number of different options.)

I also don't buy from them so the only details they have is my lovely sugar readings & a wrong email lol.

 

[helli]

I have written my password in about 7 different places & even the wrong email address lol.

Sorry, maybe it is because my work laptop is currently frying my brain with a giant Excel spreadsheet but I do not find the idea of writing down passwords in multiple places funny.
You may not think you buy anything from Abbott but they have their fingers in many pies - not just diabetes management.
Plus, if anyone should get hold of your password, they have personal information about you such as your hospital. It may not be much but it should still be protected. There's little fun being the victim of identity fraud.

 

[Bruce Stephens]

Do NOT write down passwords unless you are using a password security app, especially if you are using the same password for multiple logins.

Well, don't use the same password for multiple logins. Having done that there's usually not much harm in writing down passwords. Just make sure you keep the place(s) you've written them down safe.

Best is to use a password manager (which'll generate nice long passwords for you) but it's not a disaster to use a notebook or something so long as you keep it safe. Better to do that than to use passwords you can easily remember.

 

[Sugarcoated]

Well, don't use the same password for multiple logins. Having done that there's usually not much harm in writing down passwords. Just make sure you keep the place(s) you've written them down safe.

Best is to use a password manager (which'll generate nice long passwords for you) but it's not a disaster to use a notebook or something so long as you keep it safe. Better to do that than to use passwords you can easily remember.

Thank you. I might use a password manager in future just to be safe.
I do tend to use very long, unusual passwords & never the same one twice.
Thankfully i don't do online shopping & most of my online stuff is things like being on here, hosp site or libre.
I'm a very insular person when it comes to online stuff. No facebook or anything. Think I'm pretty sad tbh lol.