What do I do if I see a "Sensor Not Found" error when attempting to pair a new sensor?

Troubleshooting First-Time 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:

• Ensure that your phone's Bluetooth is enabled
• 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

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.