How can I reduce the amount of signal loss I experience?

There are many things you can do to help you to minimise the amount of signal loss you experience on your Dexcom App. Below we will go though some top tips for ensuring you get minimal signal loss. There are then some iPhone and Samsung specific settings. If you are using any other mobile device then please contact Technical support for further advice and troubleshooting.

Signal loss can be caused by many things, and some of these can be prevented. Please remember that this device transmits the data from the sensor on your body to the receiving device via Bluetooth. Whilst Bluetooth can be interrupted by the settings below, sometimes it can be that it just drops out or is blocked. If this is the case, then it should come back relatively quickly. If you are getting prolonged or recurrent periods of signal loss, please check all of your settings as per below guidance.

Compatibility

Please Check device and operating system compatibility as incompatibility may result in signal loss issues. https://www.dexcom.com/compatibility.

Best practice to reduce signal loss

Wherever possible stay within 6 metres (20 Feet) of receiving device.
Ensure Bluetooth is switched on.
Do not manually close app or swipe close the app. If you do the app will not be able to use the Bluetooth even when Bluetooth is switched on.
Always acknowledge notifications. Do not just swipe them away.
Close all unused apps to preserve memory and battery.
Regularly charge phone ideally with an original charging cable. Having a low battery or going into can cause signal loss, especially if it forces an app closure.

Restart your phone at least 1-2 times per week.

Make sure airplane mode is switched off (if on a plane put airplane mode on but then go back in and turn Bluetooth on).

Unpair all old transmitters/ Sensors.

To do this go to SETTINGS >
BLUETOOTH >
remove Dexcom devices not being used.
Best practice is to do this whenever changing the transmitter for G6 or Dexcom one and whenever you are changing a G7 sensor.

If the signal loss is a new issue, then it may be beneficial to uninstall the app and reinstall.

Ensure you are completing any Dexcom App updates.

If you are in or near water, move your display device closer than 20 feet (6 meters). Wait up to 30 minutes. If not corrected, contact Dexcom Technical Support at dexcom.com or contact your local Dexcom distributor. You will not get alerts or sensor readings until fixed. Use your BG meter for treatment decisions. When your sensor readings resume, up to 24 hours of missed sensor readings can fill in on the trend graph.

Sleeping on the sensor or keeping the display device in your back pocket (so that your body is between the sensor and your display device) can also cause Signal Loss. Move the receiving device closer to the transmitter.

Please check out the links to iPhone and Samsung specific settings to check all of your phone settings are appropriately set. If you are using any other phone, please contact technical support on 0800 031 5763

iPhone Specific setting

Please check these settings on your iPhone as these may cause signal loss

Battery Health

Ensure battery health is good. Maximum Capacity needs to be above 80% to get the best out of the Dexcom App. If not, you may need to consider a new battery. To check battery health, go to SETTINGS > BATTERY > BATTERY HEALTH > MAXIMUM CAPACITY

Automatic updates

Turn off automatic updates. Settings > General > Software Update > Automatic Updates OFF 

Screen time

If you have screen time limits set up please ensure that Dexcom is set to always allowed. To do this go to SETTINGS > SCREEN TIME> ALWAYS ALLOWED > Scroll down and Find Dexcom Product > add Dexcom

Background App Refresh

This should always be set to on. This can be done at. SETTINGS > GENERAL > BACKGROUND APP REFRESH > Allow for Dexcom

Optimised Battery Charging

To preserve the overall lifetime of your battery this function is normally automatically switched on. This mode learns your charging routines and will only charge up to 80% until the hour before you need it. It can close down apps and turn off Bluetooth to keep your phone at 80%.

To turn this off go to SETTINGS > BATTERY > BATTERY HEALTH AND CHARGING > OPTIMISED BATTERY CHARGING > Turn Off

Low Power Mode

When in low power mode the background refresh will stop therefore ensure this is switched off. To do this go to SETTINGS > LOW POWER MODE > Turn off

Do not disturb

If using Do not disturb ensure that your Dexcom App is set to allowed. To do this go to SETTINGS > FOCUS > DO NOT DISTURB > APPS > allow Dexcom

Samsung specific settings

Turn off automatic software updates. Settings > Software update > Auto-download over Wi-Fi OFF 

Screen time

If you have screen time limits set up, please ensure that Dexcom is set to always allowed. To do this go to SETTINGS > DIGITAL WELLBEING & PARENTAL CONTROLS > Parental controls

Battery Optimisation

SETTINGS > BATTERY & DEVICE CARE > BATTERY > MORE BATTERY SETTINGS > PROTECT BATTERY > Turn off

Adaptive Battery

SETTINGS > BATTERY & DEVICE CARE > BATTERY > MORE BATTERY SETTINGS > ADAPTIVE BATTERY > Turn off

Power Save Mode

SETTINGS > BATTERY AND DEVICE CARE > BATTERY > POWER SAVE MODE

Background usage limits

SETTINGS > BATTERY AND DEVICE CARE > BATTERY > BACKGROUND USAGE LIMITS > PUT UNUSED APPS TO SLEEP > Turn off

Location settings

Location needs to be switched on for the Dexcom App. To do this go to SETTINGS > APPS > DEXCOM (ONE/G6/G7) set to allow for both notifications and locations

Focus Mode

Focus mode will prevent you from seeing all alarms, alerts and sensor readings. You need to either turn off focus mode or remove the Dexcom app you are using from the distracting app list.

SETTINGS > MODES & ROUTINES > Turn off the focus mode you have switched on or confirm that your Dexcom app is not in the distracting apps list.

Android App Pause

On Android 10 and above, Pause temporarily disable apps. Using Pause with the Dexcom G6 app stops all alarm, alerts, and sensor readings. We do not recommend using Pause with the Dexcom G6 app.

If you are still having issues with Signal loss to your Dexcom App then please contact technical support who will troubleshoot with you further.

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