Troubleshooting Dexcom G6 CGM System
Device Upgrades
Will updating my smart device affect how I can use my G6?
Before upgrading your smart device or its operating system, check dexcom.com/compatibility. Automatic updates of the app or your device operating system can change settings or shut down the app. Always update your smart device manually and verify correct device settings afterward.
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. When an OS you're using is no longer supported for your Dexcom app, we will ask you to update your OS to continue getting app updates.
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. Next, install the Dexcom CGM app on your new smart device.
Using the Follow App
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.
Why am I not getting glucose notifications?
There are several reasons you may not receive expected notifications.
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.
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.
Sensor Adhesion Issues
How to avoid irritated/sensitive skin from sensor adhesive?
If you have irritated or sensitive skin please work with your healthcare professional (HCP).
Troubleshooting (Setting Up Your System)
I am having trouble getting started with my Dexcom CGM system - what should I do?
Check out our Downloads and Guides section for support or contact your local Dexcom Representative.
Using Your Sensor and Transmitter
Can the sensor be restarted after 10 days?
No. The 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
What are the recommended G6 iPhone settings?
Your phone settings can prevent the Dexcom G6 app from working. Learn more about the settings that will allow your app to work as expected.
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. It is available for free from the Apple App or Google Play stores.
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. Please check the website for the most up-to-date list of compatible phones.
What are the recommended G6 Android phone settings?
Your phone settings can prevent the Dexcom G6 app from working. Learn more about the settings that will allow your app to work as expected.
CGM Accuracy and Studies
Pairing and Connectivity Issues
Why am I receiving signal loss for over an hour on my smart device?
Signal loss can occur for a number of reasons. The most common reason is smartphone settings that are hindering the app from functioning correctly.
Setting Up Sharing and Dexcom Clarity
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. Within smartphone settings, set the Region (iOS) and Language/Region (Android) to match your Dexcom account then, reinstall the Dexcom Clarity app and try again. Please contact your local Dexcom if you need further assistance.
How do I get to Dexcom Clarity?
Go to clarity.dexcom.eu from an internet browser with internet connection. Review Clarity's list of computer and internet requirements if needed.
What is a low utilisation day?
When the low utilisation filter is applied, days with less than 50% CGM data capture will display.
How can I customise Dexcom Clarity?
In Dexcom CLARITY, use the Settings page to customise data display and sharing. Changes only apply to Dexcom CLARITY and do not change any settings on your Dexcom CGM system.
Troubleshooting (CLARITY/Studio Reporting Software)
Who should I contact if I have questions regarding Dexcom Clarity?
Please contact your local Dexcom representative.
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. Data stored in Dexcom STUDIO will continue to be viewable within Dexcom STUDIO.