Why am I receiving signal loss for over an hour on my smart device?

Signal loss can occur for a number of reasons. The most common reason is smartphone settings that are hindering the app from functioning correctly. Bring the running G6 app to the foreground while troubleshooting signal loss. Do not swipe kill your app; it is intended to run at all times.
Step 1
Please ensure that you are using a compatible smartphone as per our compatiblity page.
Step 2
Please verify that the settings on your smart device are in line with the advised Dexcom G6 Android or iPhone settings.
Step 3
Before this step please make sure you have the following information: Login Username and password for the G6 App. The current Transmitter ID and the current sensor code.
Reinstall the app and repair the transmitter. If you are in an active sensor session, choose ""No Code"" when asked to enter the Sensor Code. The Transmitter saves the Sensor Code, so you do not need to enter the Sensor Code when reinstalling the app during an active sensor session.

MAT-8020

Dexcom Care is here to help.

Reimbursement & insurance support

A summary of online resources and enroll to speak with our Insurance Specialists.

Financial assistance

Those in need of copay assistance can take advantage of the Dexcom G7 Patient Benefit Program.

CGM & Diabetes Education

Support with setting up your app or receiver, and you can book a training session with a Certified Diabetes Educator (CDE).

Technical product support

For troubleshooting technical issues, with the Dexcom CGM mobile app, receiver or the Dexcom sensor.
Dexcom, Dexcom G6, Dexcom G7, Dexcom G5 Mobile, Dexcom G4, Dexcom Follow, Dexcom Share and Dexcom Clarity are registered trademarks of Dexcom Inc. in the U.S. and may be registered in other countries.

LBL-1001709 Rev001

• MAT-8020

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