Troubleshooting Dexcom G6
Sensor Adhesion Issues
What happens if my Dexcom G6 sensor deploys early?
If you can see the introducer needle sticking out, please be careful that you do not poke yourself and make sure to use proper disposal methods for sharps.
Where can I order sensor overpatches?
Learn how you can order sensors for your Dexcom continuous glucose monitoring system.
What is Dexcom’s G6 CGM sensor replacement policy?
If your Dexcom G6 CGM sensors do not last for the intended use time (up to 10 days), Dexcom will replace sensors that we confirm are a product failure through investigation during the replacement request process.
What will I need when contacting Tech Support to report a sensor issue?
To report a sensor issue and request a replacement under the Dexcom Sensor Replacement Policy, you will need the unique identifying number of your product, otherwise known as the Serial Number (or “SN”). The information below will help you locate the SN of your product generation as the SN of different generations are located on different components of the system or in different sections of the mobile app or receiver...
Using Your Sensor and Transmitter
Does the Dexcom G6 Continuous Glucose Monitoring (CGM) System require calibrations?
Dexcom G6 Continuous Glucose Monitor (CGM) requires no fingersticks or calibrations – just enter the unique G6 sensor code on the label during setup. Learn how to calibrate if needed.
Can I restart the Dexcom G6 sensor after 10 days?
No. Dexcom G6 sensors are designed to last for a maximum of 10 days, after which time the Dexcom G6 will require the insertion of a new sensor.
What is the difference between Shutdown and Stop Sensor?
The shutdown option powers down the receiver and acts as an on or off button, temporarily turning off all communication between your transmitter and receiver during a sensor session.
Using Your Receiver
Do I need to use my Dexcom receiver for my Dexcom Continuous Glucose Monitoring (CGM) System to work?
You have the flexibility to use only the Dexcom G6 app, only the Dexcom receiver, or both at the same time, depending on your diabetes management preferences.
Changing Your Sensor and Transmitter
What is a sensor code and why do I need one?
A sensor code allows you to use the Dexcom G6 CGM System without the need for fingersticks or calibrations.* When you start a new sensor, you must enter a code into your display device.
Why isn't my transmitter working and/or why is my Dexcom Continuous Glucose Monitoring (CGM) System telling me to pair a new transmitter?
Dexcom G6 transmitters are under a limited warranty for the first 90 days from activation provided that activation was within 5 months of the shipping date. You can find your transmitter activated date in the settings screen in your display device.
Inserting and Starting Your Sensor and Transmitter
How do I start my Dexcom G6 sensor?
When you start a new Dexcom sensor, you must enter a code into your display device to use Dexcom G6 without fingerstick calibrations. Please make sure to follow each onscreen prompt step by step.
Where can I insert my Dexcom G6 sensor?
Dexcom G6 sensors may be inserted on the abdomen (indicated for patients age 2 years and older) or the upper buttocks (ages 2-17 years). Sensor placement is important and you will want to change your insertion site with each sensor.
What do I do if my Dexcom G6 sensor wire breaks off?
Don’t ignore broken or detached sensor wires. A sensor wire could remain under your skin. If this happens, please contact our 24/7 Technical Support at 1-844-607-8398.
Updating Your Device Software
How do I update the software on my Dexcom receiver?
Dexcom receiver updates can be done in Dexcom Clarity when software updates are available. To see if a software update is available, log in to Dexcom Clarity and follow these steps.
Pairing and Connectivity Issues
I lost my Dexcom sensor code. What do I do?
Without your sensor code, you’ll need to calibrate twice after your 2-hour sensor warmup is complete, a third time 12 hours later, a fourth time 12 hours after that, and then once every 24 hours.
My system seems to be experiencing an outage. What do I do?
Please visit status.dexcom.com for real-time updates on the status of Dexcom products.
What happens if I have trouble starting my Dexcom G6 sensor session?
Please ensure that your Dexcom G6 transmitter is paired correctly and that your previous sensor session has ended.
Why can't I hear the Dexcom G6 alerts and/or alarm?
Your compatible smart device beeps, vibrates, and displays a message when you first get an alarm or alert. If you cannot hear your alarm or alerts on your Dexcom G6 app, follow these steps.
Sensor Failure Issues
What do I do if I receive the Sensor Failed alert?
If you are receiving a Sensor Failed Alert on your Dexcom G6 and your inserted sensor will no longer give CGM values
Why did my Dexcom G6 sensor fail after I started receiving readings from my current sensor session?
During a sensor session, your Dexcom G6 may detect that the sensor can no longer determine your glucose reading. At this time, the sensor session will end and your receiver or compatible smart device will display the Sensor Failed screen. You will now need to replace the sensor.
What can I do if my Dexcom G6 sensor fails during the 2-hour warmup period?
You should first ensure that your Dexcom G6 sensor was correctly inserted. Then, folow these steps.
Common Error Messages
What does the Transmitter Not Found alert mean?
If your transmitter didn’t pair with your display device and you are seeing a Transmitter Not Found alert, please try these solutions.
What does the Signal Loss alert mean?
This alert tells you when you’re not getting Dexcom G6 readings. Your display device may be too far from your transmitter or there may be something, such as a wall or water, between your transmitter and your display device.
Calibration and Accuracy Issues
What do I do if my BG meter is not within the accuracy (20/20) range of my Dexcom G6?
There may be times when your readings temporarily don’t match, but don't panic, as they are likely to become closer over time. You may find that this occurs for a few common reasons.
Where can I find when I last calibrated?
You can check your receiver for information about your CGM at any time.
Is my Dexcom sensor accurate?
The test your doctor does is considered a more accurate glucose number than any products you use at home. Both BGMs and Dexcom G6 are compared to that doctor’s test to measure accuracy in clinical studies.
Why does my Dexcom G6 say I'm low at night when my blood glucose meter shows otherwise?
One explanation may be that something is pressing on your sensor which can affect your Dexcom G6 readings. Once the pressure is relieved, your Dexcom G6 readings should be closer to your blood glucose meter. Choose a sensor site location that won’t be bumped, pushed, or laid on while sleeping.
Troubleshooting (Using Your Dexcom CGM)
I use the Omnipod 5 with Dexcom G7, who to contact?
Learn who to contact for support if you use Omnipod 5 pump with Dexcom G7 or G6 and experience connection issues, sensor pairing or other system errors.
If I call Dexcom for support, what should I prepare to ensure that I receive the best customer service?
Please have your Dexcom transmitter serial number, sensor LOT number, and mobile account username
Why are the G6 iOS 14 widget sensor readings delayed?
The Dexcom iOS 14 widget has a max number of times it can update per day based on Apple’s iOS 14 widget guidelines. As a result, you may need to wait longer than 5 minutes for the widget to update.
Why is the old Dexcom widget no longer available on iOS 14 or above?
After Apple introduced new widgets in iOS 14, they shared that the old widgets will be phased out. Read more here.