Complaint documentation
For this complaint code, please obtain the following:
- TX SN and user name
- RGA (Return Goods Authorization)
Sensor complaint documentation
For this complaint code, please obtain the following:
- N/A
Problem
A code does not exist for the symptom.
Questions to be asked
N/A
Questions to be documented
045.1 What is the issue? Document the whole sequence of events as described by the patient in their words.
045.2 At what point in the sensor session did this occur?
045.3 Is the issue related to a mobile device?
045.4 If yes to 045.3, Is the device “rooted” (Android) or “jailbroken” (Apple)? Is the patient using a third party app?
Actions
- Document the event details as best you can.
a. Document the exact error/device screen verbiage in parenthesis. If the exact error verbiage is unknown, please provide a screenshot or picture of the error. Describe what happened Before, During, and After the event. If there is a report of a possible cybersecurity incident. Email the cybersecurity team at Product.Security.SOC.T1@dexcom.com. Document the event description with the following: “Patient reported a cybersecurity incident. The allegation has also been sent to the cybersecurity email address Product.Security.SOC.T1@dexcom.com.” - Choose one of the following: During Warm Up, After Warm Up, Not in Sensor Session
- Document the answer.
- The mobile device will walk the user through restoring function.
*if applicable
Images
Reasons behind
N/A
Related issues
N/A
Issues with same labels
Content by label
There is no content with the specified labels