For this complaint code, please obtain the following:
- Data
- RGA (Return Goods Authorization) if Receiver Only
For this complaint code, please obtain the following:
- Sensor insertion area
- Sensor insertion date (if applicable)
- Sensor lot number
Problem
Screen is difficult to read due to white screen, pixels, shading, lines, etc. or the screen is frozen/unresponsive
Questions to be asked
N/A
Questions to be documented
219.1 Please describe the screen/display device.
219.1.1 What is wrong with the display/screen? (white screen, pixels, shading, lines, etc. or the screen is frozen/unresponsive etc.)?
219.1.2 If alleged as frozen screen, is the display time advancing/ are the CGM values updating every 5 mins?
219.2 Does there appear to be physical damage (scratches)?
Actions
1. Record answer.
a. Record answer.
b. If screen/display is frozen and time is advancing/CGM values are updating every 5 minutes change to code 220
2. Record Answer. If there appears to be a physical damage update to code 212
a. If no physical damage
a. Receiver – check warranty, if eligible, replace Receiver. If not under warranty PT will need to reach out to their distributor/HCP. If they have only been using the receiver, suggest using the app if they have a compatible smart device
b. App – uninstall app, power cycle smart device, reinstall the app
c. Smart Device – power cycle smart device if issue persists contact smart device manufacturer.
Images
Reasons behind
Related issues
220 System Input is not Responding
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