For this complaint code, please obtain the following:
- Pump SN
- Logfile
- Landscape Mode (Screenshot)
Problem
Smart device displays:
“Sensor too cold. The Sensor is too cold to give sensor glucose readings. Please check in a few minutes“
“Sensor too hot. The Sensor is too hot to give sensor glucose readings. Please check in a few minutes“
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.
- Was the message “Sensor too cold …” displayed; is “low temperature” shown on the home screen (if YES, move in to a warmer environment and wait)
- Was the message “Sensor too hot …” displayed; is “high temperature” shown on the home screen (if YES, move away from direct sunlight, to a cooler environment and wait)
Questions to be documented
None
Actions
- If message “sensor too cold“, make the user aware that the temperature range of the FreeStyle Libre 3 is 2 – 28 degrees centigrade. If possible move in to a warmer environment and wait.
- If message “sensor too hot“, make the user aware that the temperature range of the FreeStyle Libre 3 is 2 – 28 degrees centigrade. Move out of direct sunlight, to a cooler environment and wait.
Trouble Shooting successful? | Yes → Close as service ticket in C4C No → Close as service ticket in C4C and transfer customer to Abbott Diabetes Care |
|---|---|
Complaint to open for: | None |
Addition: | N/A |
Complaint Coding: | N/A |
Error Codes
LBR001 | MSG_UNKNOWN_ERROR | Internal error LBR001. Restart your smart device |
LBR002 | MSG_CRC_CHECK | Internal error LBR002. Restart your smart device |
LBR003 | MSG_CRC_CALC | Internal error LBR003. Restart your smart device |
LBR004 | TOO_BIG_GAP | Internal error LBR004. Restart your smart device |
LBR005 | MSG_WAKELOCK_ERROR | Internal error LBR005. Restart your smart device |
LBR006 | MSG_BAD_IDX_1 | Internal error LBR006. Restart your smart device |
LBR007 | MSG_BAD_IDX_2 | Internal error LBR007. Restart your smart device |
LBR008 | MSG_BAD_IDX_3 | Internal error LBR008. Restart your smart device |
LBR009 | MSG_BAD_IDX_4 | Internal error LBR009. Restart your smart device |
LBR010 | MSG_EXC_SAVE_INFO | Internal error LBR010. Restart your smart device |
LBR011 | MSG_START_SESS_ERR | Internal error LBR011. Restart your smart device |
LBR012 | DB_CREATION_FAIL | Internal error LBR012. Restart your smart device |
LBR013 | DB_DELETE_FAIL | Internal error LBR013. Restart your smart device |
LBR014 | DB_INTEGRITY_FAIL | Internal error LBR014. Restart your smart device |
LBR015 | DB_CONTEX_NULL | Internal error LBR015. Restart your smart device |
LBR016 | DB_OPEN_EXCEPTION | Internal error LBR016. Restart your smart device |
LBR017 | DB_GET_EXCEPTION1 | Internal error LBR017. Restart your smart device |
LBR018 | DB_GET_EXCEPTION2 | Internal error LBR018. Restart your smart device |
LBR019 | DB_INSULIN_FAILED | Internal error LBR019. Restart your smart device |
LBR020 | DB_INSULIN_EXCEPTION | Internal error LBR020. Restart your smart device |
LBR021 | DB_DEL_EXCEPTION | Internal error LBR021. Restart your smart device |
LBR022 | DB_DEL_EXCEPTION2 | Internal error LBR022. Restart your smart device |
LBR023 | HANDLER_STUCK | Internal error LBR023. Restart your smart device |
LBR024 | MSG_EXC_MSG_ACK | Internal error LBR024. Restart your smart device |
LBR025 | DB_DEL_EXCEPTION3 | Internal error LBR025. Restart your smart device |
LBR050 | MSG_SENSOR_6HOURS | Your sensor will end in less than 6 hours |
LBR051 | MSG_SENSOR_2HOURS | Your sensor will end in less than 2 hours |
LBR052 | MSG_SENSOR_30MINUTES | Your sensor will end in less than 30 minutes |
LBR053 | MSG_SENSOR_EXPIRED | Your sensor ended. You will not receive sensor glucose alerts |
LBR054 | MSG_URGENT_LOW | Urgent low glucose alarm |
LBR055 | MSG_LOW | Low glucose alert |
LBR056 | MSG_HIGH | High glucose alert |
LBR057 | MSG_FALL_RATE | Falling glucose alert |
LBR058 | MSG_RISE_RATE | Rising glucose alert |
LBR059 | MSG_SIGNAL_LOSS | Connection to your sensor has been lost. You will not receive sensor glucose alerts |
LBR060 | MSG_SENSOR_FAILED | Replace sensor. Your sensor is not working |
LBR061 | MSG_SENSOR_WARM_UP | Sensor warming up. Wait for 60 minutes |
LBR062 | MSG_URGENT_LOW_SOON | Urgent low glucose soon alert |
LBR063 | MSG_NO_READINGS | No sensor glucose readings alert. You will not receive sensor glucose alerts |
LBR064 | MSG_TEMP_LOW | Sensor too cold |
LBR065 | MSG_TEMP_HIGH | Sensor too hot |
LBR066 | MSG_CURR_SENSOR | The sensor you just scanned is already started |
LBR067 | MSG_WRONG_PIN | Unable to connect to sensor. Go to main menu, stop the previous sensor |
LBR068 | MSG_VITAMIN_C | Do not take high doses of vitamin C (more than 500mg per day) |
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
- the temperature range of the FreeStyle Libre 3 is 2 – 28 degrees centigrade
FreeStyle Libre 3 Error List
Please refer the customer to Abbott Diabetes Care for the error codes listed below.
| Code | Description | Possible Cause(s) | Interface | Display | App |
|---|---|---|---|---|---|
| 365 | Replace Sensor Error | Sensor in Error State This error is logged once, immediately when Patch Failure is received via BLE from the Patch. If this corresponds to Patch event 11 (Algo error termination), then the corresponding extended error code is displayed, and Patch event 4011 will additionally be logged. If it corresponds to another error termination, then no extended error code will be displayed, and the corresponding Patch event 4xxx will additionally be logged. This may also be logged during activation when scanning a Sensor in error state | NFC BLE | Replace sensor screen Replace sensor system alarm | C |
| 366 | Sensor Fallout Error | The sensor has come off the patient – reinsert if possible This error is logged once, immediately when Insertion Detection Failure is received via BLE from the Patch. This corresponds to Patch Event 5, and will be logged along with 4005. | BLE | Sensor fallout screen | |
| 367 | Incompatible Sensor Type Error | The sensor scanned during Activation is not compatible with this Receiver – try the correct sensor type | NFC | Incompatible sensor screen | |
| 372 | Sensor Not Yours Error | Another sensor already in use by another Receiver has been scanned during Activation. | NFC | Sensor already in use screen | |
| 373 | Current Glucose Result DQ Error | The Current Glucose reading that was Viewed was determined by the algorithm to be invalid. Note: This is logged only when user Views a DQ reading, at most once per Sensor Life Count. | BLE | Results screen with Sensor Error | C |
| 380 | ESA is detected ESA marks the first 12 hours of data as having Invalid Data DQ errors. | Sensor reading is unusually low. Logged when the first Current glucose reading is received with ESA via BLE. Only logged once per Sensor. Note: If user is out of range of the Sensor during the 12 hours of ESA, this will not be logged. | BLE | Results screen with Sensor Error | |
| 4001 – 4xxx | Patch Reported Errors/Events | Patch Error Codes 1 – xxx This corresponds to error/event codes received from the Patch. The Patch error code (1-xxx) is prepended with a 4, logged in the database, and displayed to the user. Note: Not all Patch Errors will be displayed. Errors 1-4 and 6-7 are not stored or displayed in the event log. Patch Error 11 (4011) will be accompanied by 365, and Patch Error 5 (4005) will be accompanied by 366. See Patch Error spec for more information. |
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