For this complaint code, please obtain the following:
- G6 Transmitter SN
- Logfile
- Landscape Mode (Screenshot)
Problem
Smart device displays: single blood drop at the ‘Calibration‘ icon
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.
- Was there a request for calibration (single blood drop at the ‘Calibration‘ icon, top right of the home screen)
- Were you able to open the ‘Calibration‘ screen by tapping on the ‘Calibration‘ icon
- Is the ‘Block‘ feature in the App Settings turned Off (CamAPS Main Menu -> Settings->Block)
- Were you able to enter the fingerstick glucose value (BG) on the ‘Calibration‘ screen
- Was the glucose value you entered in the range 1.2 to 33.1 mmol/L (20 to 600mg/dL)
- Was the glucose stable at the time of calibration; if NOT wait for glucose to stabilise and try again
Questions to be documented
- Has the sensor been inserted in the Dexcom G6 approved location – NOTE sensor location
- NOTE fingerstick glucose (BG) value used for calibration
- NOTE message displayed on the smart device
- NOTE mylife CamAPS FX version number
Actions
- Power cycle the smart phone and try again
- Update the App to the latest version
- If unsuccessful, If unsuccessful, uninstall the app through Google Play Store, restart smartphone and reinstall the app; NOTE your average Total Daily Insulin Dose over past 7 days and your weight before uninstalling the app, other settings and the learning will be restored from the cloud.
- If was able to enter glucose value on the ’Calibration‘ screen and BG value in range but single blood drop remains on the screen, sensor needs replacing:
a) Insert a new sensor,
b) submit product support request to Dexcom portal (www.dexcom.com/UKIETechSupport)
| TroubleShooting successful?: | Yes → Close as service ticket in C4C No → open Complaint |
|---|---|
| Complaint to open for: |
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| Addition: |
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| Complaint Coding: | F118: CamAPS App A376: Sensor calibration not possible (initial, acceptance) |
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
- A single blood drop sign means that the sensor cannot determine glucose readings and needs another point of reference.
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