Hi Julia,

Sorry about this, that’s a strange behavior! On the latest version of the app it should prompt you to ask if you want to update firmware. Can you confirm what version of the app you’re using?

As far as getting you up and running again – after an update is complete, can you scan again before reconnecting to the meter?

Really sorry for the trouble, if you can’t get past it let me know and I’ll exchange your meter.
~James