YDC Product Troubleshooting Guide : 003SL - APP NOT RECEIVING FREESTYLE LIBRE 3 DATA FOR LONGER THAN 20 MINUTES

Problem

Smart device displays:

“Signal loss”, “No sensor reading”,
“Sensor error. Check in 10 minutes”, “Sensor failed”

Questions to be asked

• Is the user using a compatible phone running a compatible operating system
• Is the user using the most up to date version of the app.
• Please ask the user to submit logs.
  

1. Are you using a recommended smart device and OS? https://www.diabetescare.abbott/support/manuals.html
2. Is the Bluetooth on your smart device turned on? (if YES, turn Bluetooth Off and On again; go to phone Settings > Connections > Bluetooth)
3. Was the phone within 6 meters (19 feet) when loss of data occurred; move the phone within range
4. Was the phone away from a microwave, induction hob, WiFi booster, Bluetooth headset, baby monitor or other “electronic noise”; move the phone away from these devices
5. Were you using any other Bluetooth accessories at the time of signal loss
6. Was the message “No sensor reading, check in 10min” displayed? (if YES, this is likely to be a temporary sensor issue, please wait 10 minutes)
7. Was the message “Sensor failed” displayed? (if YES, replace the sensor; Refer to Abbott Diabetes Care for further information

Questions to be documented

1. NOTE pump SN, Phone model & OS;
2. What length of time was the data loss; NOTE duration

Actions

• Make sure there are no obstructions (walls, water, body mass) or interference (microwave, WiFi booster, baby monitor, induction hob) or other Bluetooth accessories
• If signal loss is still displayed perform troubleshooting:
• On the smart phone, turn Bluetooth off and on
• On the smart phone, clear Bluetooth cache (Settings -> Apps -> Show System Apps -> Bluetooth -> Storage -> Clear cache) (only possible up to Android OS 12, for OS 13 -> directly restart smartphone)
• On the smart phone, turn off battery optimization (Settings -> Apps -> Show System Apps -> Bluetooth -> Battery -> Unrestricted)
• On the smart phone, clear CamAPS FX app cache (Settings -> Apps -> CamAPS FX -> Storage -> Clear cache)
• Check if mylife CamAPS FX battery optimization is “Unrestricted” (Settings -> Apps -> CamAPS FX -> Battery
  -> Unrestricted)
• Check if connection to FreeStyle Libre 3 sensor can be established
• If no, Power cycle the smart phone
• Check if connection to FreeStyle Libre 3 sensor can be established
• Restart the smart device and wait 10 minutes
• Restart the sensor: go to Menu > Start new sensor, rescan the sensor with the back of the smart device
• If still no data, perform troubleshooting documented in “unable to start FreeStyle Libre 3“ section

Error Codes

Important

As soon as a troubleshooting was not successful, you have to open a complaint and you have to tell the patient to submit the logfile, a screenshot in Landscape Mode, the time of the error message (time / date) and the pump SN.

Images

Reasons behind

• Use of incompatible smart device / phone / operating system (OS)
• Phone too far away or high level of electronic noise
• Sensor stopped communicating with the smart device due to sensor error, message “Sensor failed”
• Temporary sensor error or sensor failure with message “No sensor reading, check in 10 minutes”
• The sensor insertion technique or positioning of the sensor could be the cause. The instructions in the app Help should be followed.

FreeStyle Libre 3 Error List

Please refer the customer to Abbott Diabetes Care for the error codes listed below.