General Troubleshooting

What to do if the app doesn't find your sensor?

After applying a new sensor, pair it within 30 minutes. After 30 minutes, the sensor will take longer to pair, in order to save battery life. If the app can't find the sensor, tap Try Again and wait until the app has found your sensor.

In general, you should pair your sensor with the app as soon as possible. When the sensor is reconnected to the app, the app will automatically retrieve the missing data from the sensor.

What to do if the app doesn't display glucose values?

It seems that your sensor may have lost the connection to the app.

If the connection to your sensor is lost, proceed as follows to restore a connection:

  1. Make sure that communication via Bluetooth wireless technology is turned on.
  2. The sensor can send information to a mobile device within a range of 6 meters / 20 feet (line of sight). The actual range might be reduced depending on the mobile device and your environment (such as other nearby devices).
  3. Tap Menu > Event Log and check whether the sensor issued a notification or alarm before losing connection to the app. For example, if the battery of your sensor is dead, you will find a corresponding notification in the event log.

Other factors that can cause CGM values not to be displayed include:

  • sensor is warming up
  • sensor is too warm or cold
  • CGM session ended / sensor expired
  • user signed out of the app

The app receives your current glucose value every 5 minutes. If the app doesn't display glucose values for more than 20 minutes without issuing a notification or alarm in the event log, contact customer support and remove the sensor if instructed.

To re-establish a connection after a connection loss alarm, see section Sensor Connection Loss Alarm.

What to do if your glucose value doesn't match how you feel?

Don't ignore symptoms of low or high glucose, and don't change your therapy without talking to your healthcare professional. If your glucose value doesn't match how you feel, proceed as follows:

  1. Test your blood glucose with your blood glucose meter.
  2. Perform a second test with your blood glucose meter to rule out an incorrect test result.
  3. If test results from your blood glucose meter repeatedly don't match how you feel, consult your healthcare professional.

What to do if the app doesn't start?

Every time you start the app, the app performs an integrity check of its database. If the app detects any compromised data, the app deactivates itself for safety reasons. You can then no longer use the app. In this case, switch to an alternative method for testing your glucose and contact customer support.