Troubleshooting Dexcom G6 CGM System
Updating Your Device Software
Why am I being asked to update my phone's operating system (OS) to continue getting Dexcom app updates?
Each year we assess whether to keep supporting older Operating Systems (OS) for Dexcom apps.
Using the Follow App
Why am I not getting glucose notifications?
There are several reasons you may not receive expected notifications.
What are the recommended Android phone settings?
Your phone settings can prevent the Dexcom Follow app from working. Learn more about the settings that will allow your app to work as expected. App PauseOn Android 10 and above, Pause temporarily disables apps. Using Pause with the Dexcom Follow app stops all notifications. How to exit App Pause?
What devices and software are compatible with Dexcom apps?
Visit Dexcom compatibility to determine if your device is compatible.
What are the recommended iPhone settings?
Your phone settings can prevent the Dexcom Follow app from working. Learn more about the settings that will allow your app to work as expected. Screen Time Screen Time's Downtime and App Limits can temporarily disable apps.
Troubleshooting (Setting Up Your System)
How do I share my glucose data with the Apple Health app?
Apple Health is a health and fitness tracking app included on Apple devices (iOS 8+). You can share your glucose data with Apple Health. Health gets the information after a three-hour delay, not in real time.
Setting Up Sharing and Dexcom Clarity
Why do I see "username or password are incorrect" when I try to log into the Dexcom Clarity app on my smartphone?
Login issues can be caused by having the incorrect country or region selected in your smartphone settings. Within smartphone settings, set the Region (iOS) and Language/Region (Android) to match your Dexcom account then, reinstall the Dexcom Clarity app and try again. Please contact your local Dexcom if you need further assistance.
How can I customize Dexcom Clarity?
In Dexcom Clarity, use the Settings page to customize data display and sharing. Changes only apply to Dexcom Clarity and do not change any settings on your Dexcom CGM system. Changes made in Settings by a healthcare professional during a clinic session only apply during the session. 
What is a low utilization day?
When the low utilization filter is applied, days with less than 50% CGM data capture will display.
How do I get to Dexcom Clarity?
Go to https://clarity.dexcom.eu from an internet browser with internet connection. Review Clarity's list of computer and internet requirements if needed.
Troubleshooting (CLARITY/Studio Reporting Software)
Who should I contact if I have questions regarding Dexcom Clarity?
Please contact your local Dexcom representative.
Why is the Stop Sensor option disabled?
The Stop Sensor option is not available because the sensor has not been started. When you are in a sensor session, Stop Sensor will be available. Once you have stopped a sensor session, you will have the option to start a new sensor session.
What do the Question Marks (???) mean?
The question marks mean that the transmitter does not understand the sensor readings for the moment. You will want to wait a minimum of 3 hours for them to clear. If they do not clear within that time frame, please contact your local distributor for assistance.
What does the Transmitter Low Battery alert mean?
The transmitter battery is low and needs to be replaced. When you receive this message, your transmitter may drain as quickly as one week. If you do not already have a transmitter, you need to order a new one.
Exporting and Sharing Reports
How do I access past data from Dexcom STUDIO?
At this time, there is no mechanism to import the data from Dexcom STUDIO into Dexcom Clarity. Data stored in Dexcom STUDIO will continue to be viewable within Dexcom STUDIO.
Using Your Receiver
What is the difference between Shutdown and Stop Sensor?
The Shutdown option powers down the receiver and acts as an on/off button, temporarily turning off all communication between your transmitter and receiver during a sensor session. You will not get sensor glucose readings and it will not extend the life of your sensor.
How can I share my data using a Dexcom Receiver?
If you upload your receiver to the Clarity home user account, you can share your home user account data with your health care provider.
Entering your Transmitter SN into your Dexcom receiver
The transmitter SN is a series of numbers and/or letters that can be found in the following locations: On the transmitter box label. On the bottom of the transmitter.
What is the status area?
The status area is located in the upper right corner of your receiver screen. This area alerts you to calibration updates, calibration errors and sensor glucose reading issues.
Troubleshooting (Using Your Dexcom CGM)
What does the "Bluetooth is off" alert mean?
The "Bluetooth is off" alert means this function is turned off. Bluetooth must be on in order to get glucose information on your device. Refer to your smart device guide to turn on your Bluetooth.
What does the Signal Loss alert mean?
The Signal Loss alert tells you when your receiver or smart device is not communicating. This may occur if you (and the transmitter) are too far from your display device or something is blocking your transmitter signal, causing you not to get sensor glucose readings.
Understanding Data and Trends
Why is my trend arrow missing?
The trend arrow tells you the speed and direction of your glucose level.When there is no arrow, it means more glucose readings are needed to establish your trend. This often occurs when you start a new sensor session. Your trend arrow should display after a few readings.
Software Updates
How soon will Dexcom support new operating system (OS) versions after they are released?
Dexcom tests all apps on new OS versions, including public betas, after the OS is released.