YDC Product Troubleshooting Guide : F106/A341 - Switch from Dexcom G6 App to mylife App

Problem

Issues with switching from the Dexcom G6 App to Ypsomed’s mylife App.

Questions to be asked

1. What did the user try do before he/she called?

Questions to be documented

2. What smartphone is used? Which mobile OS version is used?

3. Does the user have a running G6 session?

4. Is the user switching apps on the same smartphone

5. Is the user switching apps on different smartphones?

Actions

2. Document smartphone brand and model, including OS.

3. Document the answer.

4. Switch from Dexcom G6 App to mylife App on the same smartphone

Preconditions / beginning state:

• Dexcom G6 App (mmol/L or mg/dL) is installed on Smartphone
• Dexcom G6 Transmitter is paired to Dexcom G6 App
• A dexcom receiver can also be connected to the transmitter.

4a. Uninstall Dexcom G6 App:

I. Write down your Dexcom Alert settings.

II. Close Dexcom G6 App.

III. Uninstall Dexcom G6 App.

IV.DO NOT Remove Dexcom G6 Transmitter from Smartphones BLE settings.

V. IF customer has a Dexcom Receiver connected to Dexcom G6 Transmitter, DO NOT remove Transmitter from Receiver.

4b. Install mylife App using Play store / App store

I. Start mylife App. Choose "Create account" or “Continue without account”

II. After setup wizard, navigate to device manager and press “add Dexcom G6”

III. Login to dexcom account. Then insert the SAME Sensor code and the SAME transmitter code as before. Press “yes” at the end of the dexcom pairing wizard.

i. If customer decides to replace sensor and/or transmitter, use new sensor/transmitter code instead.

IV. After about 5 minutes, values and compass are visible in Last values screen.

V. Go to dexcom settings and insert your dexcom Alert settings from above Step 4b I.

VI. Dexcom Share is still active, no need for changes there.

5. Switch from Dexcom G6 App to mylife App on different smartphones

Preconditions / beginning state first smartphone:

• Dexcom G6 App (mmol/L or mg/dL) is installed on Smartphone
• Dexcom G6 Transmitter is paired to Dexcom G6 App
• A dexcom receiver can also be connected to the transmitter.

Preconditions / beginning state second smartphone:

• No mylife App installed yet on Smartphone
• No mylife or dexcom devices yet paired to the Smartphone

5a. Uninstall Dexcom G6 app on first phone:

I. Write down your Dexcom Alert settings.

II. Close Dexcom G6 App.

III. Uninstall Dexcom G6 App.

IV. REMOVE Dexcom G6 Transmitter from Smartphones BLE settings.

V. IF customer has a Dexcom Receiver connected to Dexcom G6 Transmitter, DO NOT remove Transmitter from Receiver.

5b. Install mylife App using Play store / App store on the second smartphone:

I. Start mylife App. Choose "Create account" or “Continue without account”

II. After setup wizard, navigate to device manager and press “add Dexcom G6”

III. Login to dexcom account. Then insert the SAME Sensor code and the SAME transmitter code as before. Press “yes” at the end of the dexcom pairing wizard.

i. If customer decides to replace sensor and/or transmitter, use new sensor/transmitter code instead.

IV. In last values screen: After about 5 minutes, customer will get a pairing prompt which has to be accepted for G6 to work.

V. After about 2 more minutes, values and compass are visible in Last values screen.

i. IF customer does also use Dexcom receiver, there will be no warmup phase.

ii. IF customer does not use Dexcom receiver, there might be a 2 hour warmup phase now.

VI. Go to dexcom settings and insert your dexcom Alert settings.

VII. Dexcom Share is still active, no need for changes there.

Images

Reasons behind

n/a