Troubleshooting Dexcom G6 CGM System
Updating Your Device Software
Why am I not getting glucose notifications?
There are several reasons you may not receive expected notifications. In your Follow app
Using the Follow App
Why am I not seeing data in Dexcom Clarity or in my third-party application?
In order to receive and see your Dexcom CGM data in Dexcom Clarity and your third-party apps and devices (e.g. Glooko app)
Why was I asked to update my Dexcom Follow app?
The latest Follow release contains important updates to the app that improve user experience and enable Dexcom to better serve its customers.
Sensor Adhesion Issues
How can I avoid iritated or sensitive skin caused by the sensor adhesive?
Please find the answer here
Troubleshooting (Setting Up Your System)
I’m having trouble getting started - what should I do?
Check out our Downloads and Guides (http://www.dexcom.com/IFU/g6/international) section for support or contact your local Dexcom Representative.
Using Your Sensor and Transmitter
Can the sensor be restarted after 10 days?
No. The new Dexcom G6 CGM system is designed to eliminate the need for fingerstick calibrations* and can be used for 10 days without restart.
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.
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.
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.
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
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 – the transmitter SN number is the same as the SN number on the box
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.
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.
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.