YDC Product Troubleshooting Guide : 004T(DX) - "Sensor Failed" directly after pairing request from Dexcom Accessoire

Complaint documentation

For this complaint code, please obtain the following:

G6 Transmitter SN
RGA (Return Goods Authorization) : Report to Dexcom

Sensor complaint documentation

For this complaint code, please obtain the following:

Sensor insertion area
Sensor insertion date (if applicable)
Sensor lot number

Product	CamAPS
System component	CamAPS_App

Problem

Smart device displays: "Sensor failed please replace your sensor (now)"

Questions to be asked

Did you just freshly pair a G6 transmitter?
- If no: Replace the sensor and start over.
- If yes: Is the transmitter new?
  - If yes: Replace the sensor and start over.
  - If no: Was the transmitter inactive for more than a day?
    - If yes: Don't replace the physical sensor but choose "replace sensor now" in mylife App and insert the exact same sensor code again. Then press "Start session" in mylife App last values screen. (Workaround)
    - If no: Replace the sensor and start over.

Questions to be documented

NOTE Phone model & OS; Is phone model and OS on the compatibility list http://www.dexcom.com/compatibility;
NOTE Transmitter SN; was the Transmitter SN entered correctly
NOTE Dexcom Username, if available
NOTE Support Log-File / Log-File Number

Actions

Send a package of new Sensor

Further options for bug fixes:

TroubleShooting successful?:	Yes → Close as service ticket in C4C No → open Complaint
Complaint to open for:	Dexcom
Addition:	RGA (only Dexcom)
Complaint Coding:	DX ?

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 1^st blood glucose reading
DXC026	MSG_2ND_CALIB	Enter your 2^nd 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 (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 G6 transmitter SN and Dexcom username.

Images

Possible Reasons behind

In case The transmitter was inactive for more than a day, the app behave's wrong way which results in a error messages 'sensor failed'
The sensor is infact broken

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