Why am I receiving signal loss for over an hour on my smart device?

A “Signal Loss” alert on your Dexcom G6 Continuous Glucose Monitoring (CGM) System lets you know when your display device^* temporarily stops getting glucose sensor readings. This is because there’s an issue with the connection. The Dexcom signal loss alert looks like this on the app and receiver.^*

Signal Loss alert on the app	Signal Loss alert on receiver

Dexcom G6 signal loss can occur for a number of reasons. The most common reasons are:

• The distance between your display device^* and Dexcom CGM System
• Smartphone settings that may be preventing the app from functioning correctly

Verify that your smartphone^* or receiver^* is within 6 metres of your transmitter. If the issue persists, you can try to troubleshoot it on the Dexcom G6 app by following these steps:

1. Ensure that you are using a compatible smartphone as per our compatibility page.
2. Verify the settings on your smart device are in line with the advised Dexcom G6 Android or iPhone settings.
3. Make sure you have the following information: Login Username, password for the G6 App and the current Transmitter ID.
4. Reinstall the app and repair the transmitter. If you are in an active glucose sensor session, choose "No Code" when asked to enter the Sensor Code. The Transmitter saves the Sensor Code, so you don’t need to enter the Sensor Code when reinstalling the app during an active sensor session.

This will hopefully resolve the signal loss issue.

If the issue persists or you cannot troubleshoot it on your receiver,^* contact your local Dexcom representative.

Use your blood Glucose Meter (BGM) for treatment decisions during this time.

Refer to the Dexcom G6 User Guide for more information on the “Signal Loss” alert, other Dexcom alerts and recommended phone settings.

* Display devices sold separately. For a list of compatible smart devices, please visit www.dexcom.com/compatibility. The optional receiver may be purchased through the Dexcom Store.