For this complaint code, please obtain the following:
- Pump SN
- G6 Transmitter SN
- Landscape Mode (Screenshot)
Problem
Smart device displays: ‘No Restarts‘ or ‘Sensor Error. Wait up to 3 hours’
Questions to be asked
- Is the user using a compatible phone running a compatible operating system
- Is the user using the most up to date version of the app.
- Please ask the user to submit logs.
- Did previous sensor end prematurely or fell out
- If YES to 1., was ‘Stop sensor‘ pressed in the CamAPS FX Main Menu (Menu -> Stop Sensor)
- Did you wait at least 5min before starting the new sensor
- Did you delay starting a session for longer than 30 minutes after transmitter has been snapped into transmitter holder; waiting longer than 30min could lead to a false restart alert
- How long has it been since the new sensor was inserted; if less than 30min wait up to 30min
Questions to be documented
- Was a new sensor insterted; if NOT instert a new sensor
Did the sensor deploy correctly on application, was there any bleeding at the site
How long between sensor insertion and selecting ’Start Sensor‘: (i) <5min, (ii) 5 to 29min or (iii) >=30min
- Was ‘Sensor failed‘ message displayed on the smart device
Actions
- If previous sensor ended prematurely:
- Go to the CamAPS FX Main Menu, scroll down until you see ‘Stop sensor‘ and tap on it
- If the ‘Stop sensor‘ button is greyed out, restart the phone and try again
- ‘Start sensor‘ message should appear on the screen
- If “Start sensor” message does not appear, unpair transmitter in “Bluetooth Settings”, wait 15 minutes
- Wait for the ‘Start Warmup‘ message to appear on the home screen
- If new sensor was started too soon (<5min) or more than 30min passed between sensor insertion and starting the sensor or sensor was replaced without stopping the old sensor and the sensor session has now ended; apply a new sensor and submit product support request to Dexcom to request sensor replacement (DX116)
- If new sensor did not deploy correctly or the error message ‘Sensor Failed’ or ‘Sensor Error. Wait up to 3 hours’ appeared; apply a new sensor and submit product support request to Dexcom to request sensor replacement (DX042)
Advice to patient:
a) Ensure previous session has ended (session has expired, user manually stops session, sensor failure, etc.)
b) Remove the transmitter from the previous transmitter holder
c) Wait 5 minutes
d) Insert a new sensor
e) Snap in transmitter and start new sensor session within 5 minutes of new sensor insertion
Further options for bug fixes:
- General Connectivity Issues
- Huawei battery optimisation specific advice
- Android 10 specific advice
- Android 11 specific advice
| TroubleShooting successful?: | Yes → Close as service ticket in C4C No → open Complaint |
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| Complaint to open for: |
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| Addition: |
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| Complaint Coding: |
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Error Codes
Error Code | Internal Description | Message displayed |
DXC001 | MSG_UNKNOWN_ERROR | Internal error DXC001. Restart your smart device |
DXC002 | MSG_CYCLE_BLUETOOTH | Turn off and then turn on Bluetooth on your smart device |
DXC003 | MSG_CRC_CHECK | Internal error DXC003. Restart your smart device |
DXC004 | MSG_CRC_CALC | Internal error DXC004. Restart your smart device |
DXC005 | MSG_SN_NAME_WRONG | Incorrect transmitter SN entered. Re-enter the serial number … |
DXC007 | MSG_TRANS_TAKEN | Your transmitter may already be connected to another smart device |
DXC008 | MSG_TRANS_LOW_BATTERY | Your transmitter battery is critically low |
DXC009 | MSG_TRANS_FAILED | Your transmitter is not working. Pair with a new transmitter. |
DXC011 | MSG_TRANS_22DAYS | Your transmitter will expire in approximately 3 weeks |
DXC012 | MSG_TRANS_14DAYS | Your transmitter will expire in approximately 2 weeks |
DXC013 | MSG_TRANS_LAST_START | Your transmitter will last for one last sensor session |
DXC014 | MSG_TRANS_LAST_STOP | Your transmitter battery has died. Pair with a new transmitter |
DXC015 | MSG_SENSOR_6HOURS | Your sensor session will end in less than 6 hours |
DXC016 | MSG_SENSOR_2HOURS | Your sensor session will end in less than 2 hours |
DXC017 | MSG_SENSOR_30MIN | Your sensor session will end in less than 30 minutes |
DXC018 | MSG_SENSOR_EXPIRED | Your sensor session has ended |
DXC019 | MSG_URGENT_LOW | Urgent low glucose alarm |
DXC020 | MSG_LOW | Low glucose alert |
DXC021 | MSG_HIGH | High glucose alert |
DXC022 | MSG_FALL_RATE | Falling glucose alert |
DXC023 | MSG_RISE_RATE | Rising glucose alert |
DXC024 | MSG_SIGNAL_LOSS | Connection to your transmitter has been lost |
DXC025 | MSG_1ST_CALIB | Enter your 1st blood glucose reading |
DXC026 | MSG_2ND_CALIB | Enter your 2nd blood glucose reading |
DXC027 | MSG_NEXT_CALIB | Enter a new blood glucose reading to maintain your sensor |
DXC028 | MSG_NEXT_NEW_CALIB | Calibration error. Enter a new blood glucose reading. |
DXC029 | MSG_PLANNED_CALIB | Sensor recalibration required. In %min enter a new blood glucose reading |
DXC030 | MSG_SENSOR_FAILED | Sensor failure. You will not receive sensor glucose alerts |
DXC031 | MSG_PAIRING_FAILED | Your transmitter was not found |
DXC032 | MSG_PAIRING | Now connecting to transmitter |
DXC033 | MSG_PAIRED | Transmitter paired successfully |
DXC034 | MSG_SENSOR_WARM_UP | Sensor warming up. Wait for 2 hours |
DXC035 | MSG_START_SESS_ERROR | Internal error DX035. Restart your smart device |
DXC036 | MSG_END_SESS_ERROR | Internal error DX036. Restart your smart device |
DXC037 | MSG_CALIB_ERR | Internal error DX037. Restart your smart device |
DXC038 | MSG_INVALID_BG | Invalid blood glucose meter value |
DXC039 | MSG_CREATION_FAIL | Internal error DX039. Restart your smart device |
DXC040 | DB_DELETE_FAIL | Internal error DX040. Restart your smart device |
DXC041 | DB_INTEGRITY_FAIL | Internal error DX041. Restart your smart device |
DXC042 | DB_CONTEX_NULL | Internal error DX042. Restart your smart device |
DXC043 | DB_OPEN_EXCEPTION | Internal error DX043. Restart your smart device |
DXC044 | DB_GET_EXCEPTION1 | Internal error DX044. Restart your smart device |
DXC045 | DB_GET_EXCEPTION2 | Internal error DX045. Restart your smart device |
DXC046 | DB_INS_FAILED | Internal error DX046. Restart your smart device |
DXC047 | DB_INS_EXCEPTION | Internal error DX047. Restart your smart device |
DXC048 | DB_DEL_EXCEPTION | Internal error DX048. Restart your smart device |
DXC049 | DB_DEL_EXCEPTION2 | Internal error DX049. Restart your smart device |
DXC050 | DB_CIPHER | Internal error DX050. Restart your smart device |
DXC051 | END_OF_LIFE | Your transmitter battery has died. Pair with a new transmitter |
DXC052 | MSG_GATT_ERR_NOTI | Cannot establish reliable communication to the transmitter |
DXC053 | MSG_EXC_MSG_ACK | Internal error DX053. Restart your smart device |
DXC054 | MSG_RESTART_APP | Cannot establish reliable communication to the transmitter |
DXC055 | MSG_SENSOR_RESTART | Sensor can only be used for one session. Replace your sensor |
DXC056 | MSG_URGENT_LOW_SOON | Urgent low soon alert |
DXC057 | DB_DEL_EXCEPTION3 | Internal error DX057. Restart your smart device |
DXC058 | MSG_NO_READINGS | No sensor glucose readings alert. You will not receive any alerts … |
DXC059 | MSG_SCAN_STUCK | Internal error DX059. Restart your smart device |
Important
As soon as a troubleshooting was not successful, you have to open a complaint and you have to tell the patient to submit the logfile, a screenshot in Landscape Mode, the time of the error message (time / date), the pump SN, the G6 transmitter SN and Dexcom username.
Images
Reasons behind
- ‘Stop sensor‘in the CamAPS FX Main Menu needs to be pressed if sensor ends prematurely or falls out
- If a sensor was replaced without the old sensor being stopped, the transmitter does not detect a new sensor and continues with the old sensor session
- Starting the new sensor too soon after previous session has ended my lead to a confusion, e.g. the information about new sensor not getting through
- Waiting 30min or more between insertion and starting new sensor session may lead to a false restart alert
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