Troubleshooting Dexcom G6 CGM System
Updating Your Device Software
Why am I being asked to update my phone's operating system (OS) to continue getting Dexcom app updates?
Each year we assess whether to keep supporting older Operating Systems (OS) for Dexcom apps.
Device Upgrades
If I am replacing my smart device, what will I need to do?
To use your Dexcom system with a new smart device, you first need to stop your sensor session on your current device.
Using the Follow App
Why am I not getting glucose notifications?
There are several reasons you may not receive expected notifications. In your Follow app: Check your Sharer's glucose notifications. Turn on the ones you want.
What are the recommended iPhone settings?
Your phone settings can prevent the Dexcom Follow app from working. Learn more about the settings that will allow your app to work as expected.
What are the recommended Android phone settings?
Your phone settings can prevent the Dexcom Follow app from working. Learn more about the settings that will allow your app to work as expected.
Why was I asked to update my Dexcom Follow app?
The latest Follow release contains important updates to the app that improve user experience and enable Dexcom to better serve its customers.
Sensor Adhesion Issues
How can I avoid iritated or sensitive skin caused by the sensor adhesive?
Please find the answer here.
Troubleshooting (Setting Up Your System)
I'm having trouble getting started - what should I do?
Check out our Downloads and Guides (http://www.dexcom.com/IFU/g6/international) section for support or contact your local Dexcom Representative.
How do I share my glucose data with the Apple Health app?
Apple Health is a health and fitness tracking app included on Apple devices (iOS 8+). You can share your glucose data with Apple Health.
Using Your Sensor and Transmitter
Can the sensor be restarted after 10 days?
No. The new Dexcom G6 CGM system is designed to eliminate the need for fingerstick calibrations* and can be used for 10 days without restart.
Setting Up Your Smartphone or Receiver
Are there any devices that are compatible with G5 that are not compatible with G6?
We are always adding (and in this case removing) new phones to/from our compatibility list.
How do I set up the Dexcom G6 with my phone?
The Dexcom G6 app has to be downloaded and is different from the Dexcom G5 Mobile app.
Setting Up Sharing and Dexcom Clarity
What is a low utilization day?
When the low utilization filter is applied, days with less than 50% CGM data capture will display.
How can I customize Dexcom Clarity?
In Dexcom Clarity, use the Settings page to customize data display and sharing.
How do I get to Dexcom Clarity?
Go to https://clarity.dexcom.eu from an internet browser with internet connection.
Why do I see "username or password are incorrect" when I try to log into the Dexcom Clarity app on my smartphone?
Login issues can be caused by having the incorrect country or region selected in your smartphone settings.
Troubleshooting (CLARITY/Studio Reporting Software)
What does the hour glass icon mean?
This icon means the transmitter and the sensor are not communicating.
Who should I contact if I have questions regarding Dexcom Clarity?
Please contact your local Dexcom representative.
What does the Transmitter Low Battery alert mean?
The transmitter battery is low and needs to be replaced.
What do the Question Marks (???) mean?
The question marks mean that the transmitter does not understand the sensor readings for the moment.
Exporting and Sharing Reports
How do I access past data from Dexcom STUDIO?
At this time, there is no mechanism to import the data from Dexcom STUDIO into Dexcom Clarity.
Using Your Receiver
What is the status area?
The status area is located in the upper right corner of your receiver screen. This area alerts you to calibration updates, calibration errors and sensor glucose reading issues.
Entering your Transmitter SN into your Dexcom receiver
The transmitter SN is a series of numbers and/or letters that can be found in the following locations
How can I share my data using a Dexcom Receiver?
If you upload your receiver to the Clarity home user account, you can share your home user account data with your health care provider.
Using the Dexcom CGM App
How do I share my glucose data with the S Health app?
Apple Health is a health and fitness tracking app included on Apple devices (iOS 8+). You can share your glucose data with Apple Health. Health gets the information after a three-hour delay, not in real time.