Troubleshooting
Sensor and Adhesion Issues
What is Dexcom’s sensor replacement policy?
In the case where our sensors do not last for the intended use time (up to 10 days), Dexcom will replace sensors that we confirm are a product failure through investigation during the replacement request process. If a replacement is authorized for a non-product failure, it will be considered a goodwill replacement. Goodwill replacements will be limited in quantity...
I am experiencing skin irritation with Dexcom G7, what can I do?
The Dexcom G7 has a new sensor patch that contains medical-grade, pressure-sensitive, acrylic-based adhesive. All Dexcom adhesive formulations have passed irritation testing, allow for full sensor wear, and are latex free.
What will I need when contacting Tech Support to report a sensor issue?
To report a sensor issue and request a replacement under the Dexcom Sensor Replacement Policy, you will need the unique identifying number of your product, otherwise known as the Serial Number (or “SN”). The information below will help you locate the SN of your product generation as the SN of different generations are located on different components of the system or in different sections of the mobile app or receiver...
Calibration and Accuracy Issues
What does Calibration Not Used mean on my G7 CGM?
If you have entered a calibration, you may see Calibration Not Used in your History tab. This means that your Dexcom G7 sensor was not able to use the calibration you entered.
Can I take Ibuprofen with Dexcom G6 or Dexcom G7 CGM?
Yes, you can take ibuprofen when using Dexcom G7 or G6 CGM as there are no contraindications or interference. Learn more about NSAIDs and Dexcom.
What do I do if my G7 CGM values seem inaccurate?
Refer to the Dexcom G7 CGM User Guide for information on Dexcom G7 accuracy, or reach out to Dexcom 24 Hour Technical Support or the Dexcom CARE team.
What does the blood drop icon mean?
This icon means you need to enter a calibration and will appear when it is time for your 12-hour calibration update.
Pairing and Connectivity Issues
How to fix Dexcom G7 Signal Loss?
Is your Dexcom G7 losing signal? Learn how to troubleshoot Signal Loss Alert when using Dexcom G7 CGM app or receiver and how to prevent it from happening.
Why am I getting Signal Loss when using Dexcom G7?
The Signal Loss Alert occurs when your display device* temporarily stops getting glucose readings from your Dexcom G7 CGM sensor.
What does the Bluetooth is off alert mean on my G7 CGM?
The Bluetooth is off alert on Dexcom G7 CGM means this function is turned off. It will either show as App Bluetooth is off or Phone Bluetooth is off.
Why is my trend arrow missing when using Dexcom G7?
There are times that the Dexcom G7 sensor may be temporarily unable to accurately measure this and will not show trend arrow on your display device.