YDC Product Troubleshooting Guide : 003T (=DX122) - GAPS IN SENSOR DATA (SIGNAL LOSS <= 1HOUR)

Problem

Smart device displays: ‘Signal loss’

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.

1. Was the transmitter paired with the smart device prior to the signal loss; if NO move to code 001T(=DX113)
2. Was it signal loss for more than 1 hour; if YES move to code 002T(=DX115)
3. Is your transmitter less than 90 days old; check activation date on App Menu (Menu->Dexcom G6 Info)
4. Was the transmitter within 6 meters (20 feet) of the smart device when loss of signal occurred
5. Was the transmitter away from a microwave, induction hob, WiFi booster, Bluetooth headset, baby monitor

Questions to be documented

1. NOTE pump SN, Phone model & OS; is the phone approved for use with Dexcom G6; approved phones at http://www.dexcom.com/compatibility  
2. What length of time was the signal loss; NOTE duration
3. Was the smart phone within 6 meters/20 feet while the Signal Loss icon was displayed
4. Was the transmitter near a microwave, induction cooker, WiFi booster, Bluetooth headphones
5. Once in range, did the signal return or is Signal Loss icon still displayed
6. Was patient using any other Bluetooth accessories at the time of signal loss (NOTE the accessory)

Actions

• If Transmitter out of range, ask the customer to move within range and give the App up to 15 minutes to reconnect. Make sure there are no obstructions (walls, water, body mass) or interference (microwave, WiFi booster, baby monitor, induction hob)
• If signal loss is still displayed perform troubleshooting:

a) Make sure you are running the latest version of the CamAPS FX

b) On the smart phone, turn Bluetooth off and on

c) On the smart phone, clear Bluetooth cache (Settings -> Apps->Show System Apps->Bluetooth->Storage->Clear cache) (only possible up to Android OS 12, for OS 13 -> directly restart smartphone)

d) On the smart phone, turn off battery optimization (Settings -> Apps -> Show System Apps -> Bluetooth -> Battery -> Unrestricted)

e) On the smart phone, clear CamAPS FX app cache (Settings -> Apps -> CamAPS FX -> Storage -> Clear cache)

f) Check if mylife CamaPS FX battery optimization is “Unrestricted” (Settings -> Apps -> CamAPS FX -> Battery -> Unrestricted)

g) Check if connection to Dexcom G6 sensor can be established

h) If no, Power cycle the smart phone

i) Check if connection to Dexcom G6 sensor can be established

j) If no, move away from sources of possible interference (BT headphones, WiFi booster, microwave, induction hob)

k) Re-pair the transmitter by going to the App Main Menu and selecting the transmitter Serial Number in blue; re-enter the Transmitter Serial Number and restart the phone 

l) If above fails after 2 attempts, link the transmitter to Dexcom receiver (if available) or Dexcom G6 app (on the same and different phone) to check for transmitter fault

m) If unsuccessful and a spare transmitter available, try to pair it. If pairing successful, then the transmitter is at fault and needs to be replaced. Report to Dexcom (RGA)

n) If unsuccessful and a spare transmitter NOT available, replace the sensor and try again

o) If the second sensor fails, the transmitter is likely to be at fault and both sensor and transmitter should be replaced. Report to Dexcom (RGA)

Further options for bug fixes:

• General Connectivity Issues
• Huawei battery optimisation specific advice
• Android 10 specific advice
• Android 11 specific advice

Error Codes

Important

As soon as a troubleshooting was not successful you have to open a complaint (Dexcom Portal) 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

• If Transmitter stopped communicating with the App; any gaps in sensor readings will back-fill after re-connection
• If Transmitter is not able to get reliable sensor glucose values from the sensor, it will not display readings and any gaps in sensor readings will not back-fill after re-connection
• The sensor could be faulty or unreliable
• The sensor insertion technique or positioning of the sensor could be the cause