YDC Product Troubleshooting Guide : 114 - ERROR ICON DISPLAYED

Created by Schefer, Nina (SCNI6), last modified by Mahendran, Rakulan (MARA2) on 28.08.2024
Complaint documentation

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  • RGA (Return Goods Authorization) 
Sensor complaint documentation

For this complaint code, please obtain the following:

  • N/A

Product mylife App
System component DX Receiver
Dexcom TSG Version TSG-339266 Rev. 002

Problem

Receiver Screen displays "!HW" “ERR#” “ASSERT” Error Code or advises patient to "Call your local Dexcom representative." Receiver no longer displays glucose values & trends, and remains locked with "!HW" Error display.

After a soft rest, the issue might pass temporarily. Always replace display device with this issue if the device is in warranty.

Questions to be asked

N/A

Questions to be documented

114.1 What is the error code that was displayed on receiver?

114.2 What was the patient doing with the receiver when issue occurred?

Actions

  1. Choose one of the following:
    • SW Assert
    • HW_12C
    • HW_RTC
    • HW_RTC Timeloss
    • HW PMIC Charger Timeout
    • HW PMIC Charger Thermistor
    • Other
  2. Record the answer.

Images

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Reasons behind

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Related issues

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