Failing Calibration for EnSURE & SystemSURE

Troubleshooting and Solutions

  1. Reading chamber need to be cleaned if it is contaminated.
    • Insert your finger into the chamber and lift it out.
    • Soak in warm soapy water, rinse and completely dry it before replacing it back in the meter.

Click here for instructional video.

  1. Remove any additional labels with the original product.
  2. When activating the CalCheck, if the light turns red or remains dark, replace the battery in the CalCheck. CalCheck use specific kind of batteries “Panasonic”. Click here for more info.
  3. If the flap is not tucked, the lid will not completely close, allowing light into the read chamber. Simply re-tuck the rubber flap down and make sure the lid is closing completely.

Click here for instructional video.

If you still need help, please contact Hygiena Technical Support:

Updating SureTrend 4


This article will provide step-by-step instructions on how to back up your database and install the current version of SureTrend 4.


To verify your version of SureTrend 4, check the About section under the Admin tab.  The current version of SureTrend 4 is – Build 11.  If you do not have the current version, proceed with the following steps.  If you have the current version, your syncing problems are related to another issue.  Contact Hygiena Technical Support using by clicking here.

Create a Copy of Your SureTrend 4 Database

  1. Navigate to your SureTrend 4 database. By default, it is located at C:\ProgramData\Hygiena\SureTrend
  2. If you do not see your ProgramData folder, open File Explorer. Click View and check Hidden Items in the Show/Hide tab.

  3. Copy the *.sdf database file and paste it in another location outside of this folder.

Install the Current Version of SureTrend 4

  1. Download the most recent version of SureTrend 4 here.
  2. Run the installer, select you preferred language, and click Next.
  3. For a standard installation leave the Multiuser Distributed Network checkbox unchecked.
  4. For a Multiuser Distributed Network using internet information services check the checkbox. (Rare)
  5. Click Finish and launch SureTrend 4.
  6. Click Yes when prompted to update the database.
  7. You should be able to sync any new instruments to SureTrend 4 now.

Contact Hygiena Technical Support for further assistance.