Sensor Troubleshooting Best Practices

Troubleshooting Pairing Issues

Best Practices for Pairing

• Scan your applicator instead of entering the code manually:

  Scanning the QR code on your sensor applicator is the most reliable way to pair your sensor. Scanning picks up not only the 4-digit code but also the serial number associated with that sensor. These additional details give your phone more information about the device it is scanning for, which can support more successful pairing.

• Avoid Bluetooth Interference:

  Having other Bluetooth devices nearby can interfere with your CGM pairing. This is more likely with high-powered Bluetooth devices (such as CPAP machines, baby monitors, security wands, etc.) If you are having trouble pairing, we recommend moving away from and/or powering off other Bluetooth devices to see if that will help.

Sensor pairing issues can prove to be difficult to troubleshoot since the ability to pair is specific to your phone and the sensor on your body. That said, we have found that the issue can typically be resolved using the options below. We would recommend that you work through them in the order listed. 

Steps to take if your sensor won't pair:

• Clear Expired Sensors from Bluetooth:
  We recommend that you go into your phone's Bluetooth menu and clear out any existing Dexcom devices. You'll be able to identify the Dexcom devices because they will have 6-digit alphanumeric device names starting with the letters DX. To clear them, simply click on the device and click "Forget this device." Once you've done this, please try pairing your sensor again. 
• Make sure the sensor got activated:
  There is a small magnet in the applicator that activates the sensor upon release, and there have been cases where it doesn't work correctly when the sensor is first ejected. Take the applicator and touch the bottom of it (the part where the sensor came from) to the top of the sensor for a moment, then remove it. If you do not have the applicator, any standard refrigerator magnet should work. Once you've done this, please try pairing the sensor again. 
• Reboot and Reinstall:
  We leave this one until later in the list because we acknowledge that this may not be as quick or convenient as the others. If the options above have not resolved your issue, please do the following:
  1. Go into the Signos app > Settings > Click Send Diagnostic Data
  2. Uninstall the Signos app
  3. Reboot your phone
  4. Reinstall the Signos app
  5. Log in and walk through setup
  6. Try to pair one more time
• Try a New Sensor:
  Unfortunately, if the steps above have not resolved this issue, you will likely need to remove the current sensor and apply a new one. In most cases, the new sensor will pair right away. 

Troubleshooting Connection Issues

Signos uses bluetooth in order to connect with the CGM transmitter. If this connection gets interrupted you may notice gaps in your data and/or receive a sensor error. 

Note: If your sensor is disconnected from the Signos app for a period of time, we can recover up to 24 hours of data from the G7. If your device is disconnected for more than 24 hours, you might not see that data displayed in your Signos app when you do reconnect.

Best Practices for Connection

• Keep your phone within ~20 feet
• Keep the Signos app running, if you close the app it can take up to 20 minutes to reconnect to the CGM
• Keep your phone battery charged
• Don't turn off your bluetooth as this is how the CGM connects, even in airplane mode you can turn your bluetooth on.

Connection Troubleshooting

• The CGM sends a signal to your phone once every 5 minutes
  If you ever have a temporary loss of connection (such as from walking out of range of your phone or closing the app), it may take up to 5 minutes for new readings to be sent and the connection to resume.

• If the Signos app is open and you are near your phone, but haven't received new readings in longer than 10-15 minutes: 

  1. 1. Quit and then re-open the Signos app. If this doesn't work, try restarting your phone.
     2. Stay by your phone and wait at least 5 minutes for readings to resume
     3. Any missed readings from the previous 24 hours (G7) will also backfill. 

IMPORTANT: If you’re experiencing any device issues, contact Signos Support BEFORE removing a sensor, and we will be happy to help you troubleshoot. Subscriptions do not include free replacements for devices incorrectly utilized or removed prematurely.