Blog - Diabetes Management
5 Common Dexcom Issues and How to Troubleshoot Them
Monitoring glucose levels is a necessary part of your daily routine when you are living with diabetes. Dexcom Continuous Glucose Monitoring (CGM) Systems allow you more flexibility and autonomy when checking your glucose levels, removing the need for regular finger pricks.*
Your Dexcom CGM System is designed to be easy to set up and use. As with any technology, however, it’s possible that you’ll run into some hiccups along the way. Here’s how to fix some issues that you may encounter so that you can resume your everyday activities with confidence.
1. Signal Loss Alert
A Signal Loss Alert† on your Dexcom CGM System means that your receiver or compatible smart device‡ isn’t receiving glucose readings. Until the signal is restored, use your blood glucose meter (BGM) to check your glucose levels. In most cases, signal loss happens because your receiver or smart device is too far away from the transmitter. Sometimes barriers between the transmitter and your display device, such as a wall, metal, or when you’re in water, can also disrupt the signal.
Here are some easy ways to fix this problem:
- Move your sensor or transmitter and your receiver or smart device directly within 6 metres of each other, avoiding any walls or other barriers. Keep this in mind when you’re swimming or in the bath.§
- Make sure that the Dexcom app‡ is open, your phone is charged and Bluetooth is turned on.
- Wait 30 minutes for the receiver or smart device to reconnect.
There are a few more things you can do on your smart device if the alert still appears:
- Close any background apps.
- Turn Bluetooth off and on, and wait 10 minutes.
- Restart your device and reopen the Dexcom app.
Once your receiver or smart device reconnects, the Dexcom app trend graphs will show up to 3 hours of missed glucose readings on Dexcom G6, and 24 hours’ reading on Dexcom G7 and Dexcom ONE+.
2. Sensor and Transmitter Alerts
A Sensor Failed, Transmitter Failed, or Transmitter Alert message means that your sensor or transmitter is no longer working. This may simply be because your sensor session has ended, or your transmitter has expired. The sensor session for your Dexcom CGM System lasts up to 10 days. With Dexcom G6, the transmitter is reusable for about 3 months.
You can resolve a Transmitter Failed or Transmitter Alert message when using Dexcom G6 by replacing your sensor and transmitter. Refer to the Dexcom G6 User Guide for support on starting a new sensor and transmitter. With Dexcom G7 and Dexcom ONE+, you only need to start a new sensor session. Keep in mind that you won’t receive any alerts or glucose readings until making these replacements. In the meantime, use a BGM to check your glucose levels.
Contact your local Dexcom representative if you need a replacement sensor or transmitter. You can also submit a Technical Support request for assistance.
3. Inconsistent Glucose Readings
When you use a BGM, you might notice that the reading doesn’t exactly match your Dexcom CGM readings. This is normal and isn’t a cause for concern. However, understanding why the readings are different can help you learn more about how your glucose levels are measured and how to get the most accurate readings.
The readings usually differ because a BGM and a continuous glucose monitoring system measure glucose in different fluids. A BGM measures glucose in the blood, while an CGM system measures glucose in interstitial fluid, the liquid between the cells in your body. Blood glucose changes slightly before interstitial fluid glucose, so readings are often hard to compare when your levels are changing quickly. It’s also normal for your Dexcom CGM readings to differ from BGM readings on the first day of a new sensor.
- Remove pressure from the sensor — for example, if you’re lying on it.
- Wash your hands with soap and water and dry them before using a BGM test, as dirty hands can affect the glucose reading.
- Ensure that you have a sufficient blood sample on the test strip.
- Store your test strips properly as directed to make sure they are not contaminated.
- Check the expiry date on the test strip before use.
4. No Readings or Brief Sensor Issue Alerts
A Brief Sensor Issue alert on Dexcom G7 or Dexcom ONE+, or a No Readings alert on Dexcom G6, means that there’s a temporary issue with the sensor. This usually resolves itself within a few hours. Use your BGM to take glucose readings until the system is fixed.
There’s no need to remove the sensor when either of these alerts appear, but do check to make sure that the transmitter is snapped on properly into its holder with Dexcom G6. If the alert still shows after a few hours, contact your local Dexcom representative or submit a Technical Support request.
5. Cannot Hear Alarm or Alerts
It’s important that you can hear alarm or alert notifications from your Dexcom CGM System so that you’re notified when your glucose levels go out of the range you’ve determined with your healthcare professional. Inaudible alerts can be resolved by making some changes to the settings in your receiver, smart device, or Dexcom app.‡
Turn on the alert sounds in your Dexcom app‡ or receiver settings. You can also test the sound and choose a tone that’s easier for you to hear. With a smart device, make sure that the Dexcom app is open and that your Bluetooth, notifications and volume are turned on. It’s important to note that when your phone is set to silent, do not disturb, or vibrate mode, your Dexcom alerts won’t sound unless you have Always Sound turned on in the Dexcom app.||
If you still can’t hear your alerts, it could be because of other settings or updates on your smart device. The screen time and low power mode settings on Apple devices, as well as focus mode, app pause and battery saver on Android devices, can often interrupt alert sounds, so adjust these settings accordingly. We also recommend making software updates manually and confirming that your settings haven’t changed once the device updates.
Make the Most of Your Dexcom CGM System
Most issues that you may encounter when using your Dexcom CGM System are easy to resolve. We’ve covered some of the more common ones here, but do visit the Dexcom Help Centre for additional tips and resources.
You can also find troubleshooting information in your Dexcom G7, Dexcom G6, or Dexcom ONE+ User Guide. Learning how to address potential issues on your Dexcom CGM System can give you the extra confidence managing diabetes and enjoying every day at your best.
Footnotes
* If your glucose alerts and readings from the Dexcom system do not match symptoms or expectations, use a blood glucose meter to make diabetes treatment decisions.
† Unlike other alerts, the Signal Loss alert can’t make a sound or vibrate if your smart device is silenced or in do not disturb mode.
‡ For a list of compatible smart devices, please visit www.dexcom.com/compatibility.
§ The Dexcom G6 sensor and transmitter are water-resistant and may be submerged under 2.4 metres of water for up to 24 hours without failure, when properly installed. The Dexcom G7 and Dexcom ONE+ sensor is waterproof and may be submerged under 2.4 metres of water for up to 24 hours when properly installed.
|| The Always Sound feature is available with Dexcom G6. Unacknowledged Urgent Low Soon and technical alerts will escalate to sound when Dexcom G7 alerts are set to quiet mode.
† Unlike other alerts, the Signal Loss alert can’t make a sound or vibrate if your smart device is silenced or in do not disturb mode.
‡ For a list of compatible smart devices, please visit www.dexcom.com/compatibility.
§ The Dexcom G6 sensor and transmitter are water-resistant and may be submerged under 2.4 metres of water for up to 24 hours without failure, when properly installed. The Dexcom G7 and Dexcom ONE+ sensor is waterproof and may be submerged under 2.4 metres of water for up to 24 hours when properly installed.
|| The Always Sound feature is available with Dexcom G6. Unacknowledged Urgent Low Soon and technical alerts will escalate to sound when Dexcom G7 alerts are set to quiet mode.
1 Cengiz E, et al. A tale of two compartments: interstitial versus blood glucose monitoring. Diabetes Technol Ther. 2009;11 Suppl 1(Suppl 1):S11-S16. doi:10.1089/dia.2009.0002
2 Hantzidiamantis PJ, et. al. Physiology, Glucose. StatPearls Publishing. Updated September 20, 2021. Accessed May 15, 2022. https://www.ncbi.nlm.nih.gov/books/NBK545201/
2 Hantzidiamantis PJ, et. al. Physiology, Glucose. StatPearls Publishing. Updated September 20, 2021. Accessed May 15, 2022. https://www.ncbi.nlm.nih.gov/books/NBK545201/