YDC Product Troubleshooting Guide : 116 - NEW SENSOR INSERTED, BUT DISPLAYS "NO RESTARTS"

Problem

G6/D1 Only: The user inserted a new sensor, but the system displays that it is being restarted. If they did not insert a new sensor, instruct them to insert a new sensor. Not applicable for G7/D1+.

Questions to be asked

N/A

Questions to be documented

116.1 Was a new sensor inserted?

116.2 How long between sensor insertion and selecting “Start Sensor”?

Actions

1. Document “yes” or “no”. If a new sensor was not inserted, the system will recognize it is not new and will not allow the system to continue.
2. Document: “Less than 5 minutes”, “5 – 29 Minutes”, “30 or More”. If 30 minutes or more, explain to patient that this may lead to a false restart alert. Patient can verify start session time in the settings.

The sensor code plays no role in determining whether a sensor has been restarted.
There are a limited number of sensor codes, the sensor code is not a LOT number.

Ensure patient has followed the proper steps for new sensor insertion and session start:

1. Ensure previous session has ended (session has expired, user manually stops session, sensor failure, etc.)
2. Remove the transmitter from the previous transmitter holder
3. Wait 5 minutes
4. Insert a new sensor
5. Snap in transmitter and start new sensor session within 5 minutes of new sensor insertion

Please ensure the patient is aware of the following:

• Do not insert a new sensor before the previous session has ended (i.e.. “hot swapping”, “presoaking”).
• Do not start a session on the display before the transmitter has been snapped into the new transmitter holder.
• Do not delay starting a session for longer than 30 minutes after transmitter has been snapped into transmitter holder.

Images

Reasons behind

N/A