What does the Signal Loss alert mean?
Your display device may be too far from your sensor or there may be something, such as a wall or water, between your sensor and your display device. Smartphone settings, like certain battery optimization options, can also cause Signal Loss.
The Dexcom ONE+ sensor only sends glucose readings once every 5 minutes, so once you correct the issue, it can take up to 5 minutes to see a new glucose value.
Follow these tips to fix Signal Loss issues:
- Make sure your display device and sensor are within 10 metres of each other without obstacles.
- If you are in or near water, move your display device closer than 10 metres. Wait up to 30 minutes. If not corrected, contact Dexcom Technical Support or phone 1300 851 056.
- You will not get alerts or sensor readings until fixed. Use your BG meter for treatment decisions. When your sensor readings resume, up to 24 hours of missed sensor readings can fill in on the trend graph.
- Sleeping on the sensor or keeping the display device in your back pocket (so that your body is between the sensor and your display device) can also cause Signal Loss.
Within the Dexcom ONE+ app:
- Make sure that the Dexcom ONE+ app is always open on your smartphone. It is important to keep the app running in the foreground. If you close the app, you will no longer get glucose readings. Open the app by tapping its icon. Safely leave the app by using the home button; on newer iPhones without a home button, swipe up to navigate to the home screen.
- Keep your smartphone charged. If your phone goes into Low Power mode, that will turn off Bluetooth and cause Signal Loss.
- Verify that the settings on your smartphone are in line with the advised Dexcom ONE+ Android settings. Smartphone settings may contribute to ongoing Signal Loss, so please review the recommended settings carefully.
- Turn Bluetooth off and on within your smartphone settings, then wait 10 minutes.
- Restart your smartphone. If these steps do not fix it, and you get the Signal Loss alert for more than 30 minutes, contact Dexcom Technical Support.
*Compatible smart devices sold separately. To view a list of compatible smart devices, visit dexcom.com/en-au/compatibility.
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