FAQ & Troubleshooting — Diabetes Cooler D1
Why won't the device turn on?+-
① Ensure the USB cable is fully plugged into both the device and the power source.
② Ensure you are using a 5V/2A USB power supply (using the included adapter is recommended).
③ Try testing with a different, functional wall outlet or a powered-on power bank.
④ Press and hold the power button for 3 seconds to turn on the device.
If the issue persists after trying these steps, please contact us, and we will assist you immediately.
Why is the temperature dropping slowly?+-
① Pre-cooling: It is recommended to switch to Level 3 for pre-cooling before use; please allow 20–30 minutes before placing your medication inside.
② Avoid high-temperature environments: Do not place the cooling cup in direct sunlight, inside a sealed vehicle, or near heat sources.
③ Keep air vents clear: Do not block the fan at the top or the heat dissipation vents on the sides. When carrying it in a bag, ensure the vents align with the breathable mesh; poor ventilation reduces cooling efficiency and increases noise.
④ Minimize lid opening: Frequent opening causes cold air loss and affects temperature control.
Can the product continue cooling after the power is cut off?+-
This product does not have a built-in battery and requires a continuous USB power connection to operate. Once power is cut off, the internal temperature will rise to match the ambient temperature.
Why is the fan noise noticeable?+-
During the cooling process, the internal fan must run continuously to dissipate heat, resulting in a slight operating sound. You can reduce the noise by switching to a lower cooling setting after the initial cooling phase.
Can the temperature display be switched between Fahrenheit and Celsius?+-
Yes, you can switch between Fahrenheit and Celsius by simultaneously pressing and holding the increase and decrease buttons.
Can I use a power bank?+-
Yes. We recommend using a power bank with an output of 5V/2A or higher to ensure a stable power supply and optimal cooling performance.
Can I take this on the plane?+-
This product is suitable for carry-on luggage.
As regulations vary by airline and airport security, we recommend checking with your airline before traveling.
If you are carrying prescription medication, it is advisable to bring a doctor's note or the prescription for security inspection purposes.
What should I do if the product arrives damaged?+-
① Do not discard the outer packaging; keep all evidence of the damage intact.
② Take photos or videos of the outer packaging and the damaged product.
③ Contact customer service and provide the photos/videos; we will arrange for a replacement or exchange.
How do I contact support?+-
You can email Diabetes_Cooler@diabetescooler.com or submit a support request from the after-sales page.