YDC Product Troubleshooting Guide : 218 - ALERT/NOTIFICATION SETTINGS

Problem

Patient seeking assistance with alert settings.

Questions to be asked

N/A

Questions to be documented

218.1 What alert/notification do you need assistance with?
218.2 Did you receive the alert or do you need assistance setting it up?
218.3 Which display device do you need assistance with?
218.4 What time did the patient miss the alert/notification?
218.5 Each alert can be set to Sound, Vibrate, Match Phone Settings individually. What is the mode set for the missed alert?
218.6 Have the alert values been changed since the missed alert/notification?
218.7 Were there any other alert/error messages received when the alert/notifications were missed? (Document other alerts/error messages mentioned on a different SR with the corresponding TSG code (ex. Signal Loss, Sensor Error, etc.)
218.8 Did the CGM reading reach or exceed the set threshold for the alert missed?
218.9 Did the patient acknowledge the initial alert after it reached or exceeded the set alert threshold?

If App:
218.10 G7 Only: Is the display device set to a Quiet Mode (Vibrate / Silence All)? If yes, when was it enabled?
218.11 Is there an Alert Schedule in the Dexcom App alert settings?
218.11.1 If yes, what is the time range?
218.12 Is Always Sound enabled?
218.13 Is the repeat function enabled?
218.14 What is the mobile device’s audio setting?
218.15 Is Do Not Disturb (iOS) or Total Silence (Android) enabled on the mobile device?
218.16 Is the mobile device connected to any other Bluetooth audio output devices?

Actions

1. Record answer.
2. Record answer.
• Make sure your smart device settings follow Dexcom’s recommended settings. Certain phone settings such as Android's Digital Wellbeing and Apple’s Screen Time may prevent notifications if enabled.
• Allow Dexcom G7 CGM System app notifications to show on your Lock screen. This will ensure you receive Dexcom notifications and allow you to see notifications without unlocking your phone.
• Android users must allow Location Permission, Do Not Disturb Access, and Notifications to use the app.
• Apple users must allow Location Permission and Critical Alerts to use the app
3. Record answer.
4. Record answer.
5. Record answer.
5. Record answer.
6. Record answer.
7. Record answer.
8. Record answer. If the CGM value does not reach or exceed the threshold there will not be an alert/notification.
• When you get an alert, your first priority is to resolve it: make a treatment decision or fix a system issue.
• Afterward, acknowledge the alert on your display device by tapping OK on the alert.
• Until you acknowledge the alert, it re-alerts every 5 minutes.
• You can acknowledge the alert from the Lock Screen of your smart device.
• Note: You may also acknowledge an alert from your smart watch regardless of the manufacturer. That will also acknowledge the alert in your phone app
• RCVR only: The first notification for all alerts (except the Fixed Low alert) will register as a vibration only. If the alert is not acknowledged within 5 minutes, the receiver will alert with a vibration followed by a sound (depending on which profile is selected).
9. Record answer.
10. Record answer.
• Quiet Mode (Vibrate) - When this setting is enabled all your Dexcom G7 CGM System Alerts will vibrate. Your Urgent Low Glucose and Technical Alerts will still escalate to sound if not acknowledged.
• Quiet Mode (Silence all) - When this setting is enabled, all your Dexcom G7 CGM System Alerts will be silent. You won't receive sound or vibration for any alerts. You will still receive visual alerts on your display device. (Exceptions: App Stopped alerts will still sound.) Check your display device frequently to avoid missing a low/high event.
11. Record answer.
11.1 Record answer.
12. Record answer.
13. Record answer.
14. Record answer.
15. Record answer. If you cannot hear your alarm or alerts on your Dexcom G6 app, verify that the app, Bluetooth, volume, and notifications are on. Try restarting your smart device and reopen the Dexcom G6 app.
16. Record answer. If the smart device is connected to headphones, the alert will only sound through the headphones.

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