Troubleshooting Sensor Connection Issues

Troubleshooting Connection Issues for the Dexcom G7

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 see a "reconnecting" alert.

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
• 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 15-20 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 10 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.