What to do if the app is showing a Connection Interrupted error on iOS and Android devices?*
To scan the pen:
Find the screen end of the pen.
Once the use begins pairing or transferring doses:
The user should hold the pen screen flat against the very top of their phone, then slowly move the pen from left to right to locate the connection point
Tips for successful scanning
1. If the user’s phone has a case, it should be removed.
2. The user should confirm that the dose counter on their pen is set to 0.
3. The user must ensure there are no other NFC-enabled devices near the phone, as these could compete with the NovoPen. Near Field Communication (NFC) allows the phone and NovoPen to exchange information wirelessly when in close proximity.
4. Once scanning has begun, the user should keep the pen still. (If the pen’s log is full, transferring all data may take longer than 10 seconds.)
5. To maintain contact between the pen and phone, the phone should be placed on a flat surface, and the pen positioned upright on top of it.
Still doesn’t work?
Your device may be damaged or out of battery. Please contact Dexcom Support team at for troubleshooting. If the pen is not working properly, contact Novo Nordisk support at [email protected] or 0800 023 2573
*Smart devices sold separately. For a list of compatible devices, visit dexcom.com/compatibility
LBL 018759