Troubleshooting Dexcom G6
Sensor Adhesion Issues
What happens if my Dexcom G6 sensor deploys early?
If you can see the introducer needle sticking out, please be careful that you do not poke yourself and make sure to use proper disposal methods for sharps.
Where can I order sensor overpatches?
Learn how you can order sensors for your Dexcom continuous glucose monitoring system.
What is Dexcom’s G6 CGM sensor replacement policy?
If your Dexcom G6 CGM sensors do not last for the intended use time (up to 10 days), Dexcom will replace sensors that we confirm are a product failure through investigation during the replacement request process.
What will I need when contacting Tech Support to report a sensor issue?
To report a sensor issue and request a replacement under the Dexcom Sensor Replacement Policy, you will need the unique identifying number of your product, otherwise known as the Serial Number (or “SN”).
Using Your Sensor and Transmitter
Does the Dexcom G6 Continuous Glucose Monitoring (CGM) System require calibrations?
Dexcom G6 Continuous Glucose Monitor (CGM) requires no fingersticks or calibrations – just enter the unique G6 sensor code on the label during setup. Learn how to calibrate if needed.
What happens if I have trouble starting my Dexcom G6 sensor session?
As long as you are using the latest version of the G6 app to scan or are entering the first six characters of the Transmitter Serial Number manually, everything should work as it did before. As always, if you need help, please contact Technical Support.
Why does my Transmitter Serial Number (SN) have “-1” at the end of it?
The original 6-character combination allowed over thirty-three million unique serial numbers. That sounds like a lot but Dexcom is running low. To continue providing new unique transmitters that still work with your devices, Dexcom has added a “-1” to the end of the Serial Numbers. When manually entering the number in your G6 app or in other devices for pairing, you will continue to use just the first six characters, entered from left to right.
Why is my G6 app not able to scan the Transmitter Serial Number on the carton or on the transmitter?
Older G6 apps are not able to read the new Transmitter Serial Number code. Just update your G6 app to the latest version in the App Store (iOS) or Google Play Store (Android).
Using Your Receiver
What happens if I have trouble starting my Dexcom G6 sensor session?
As long as you are using the latest version of the G6 app to scan or are entering the first six characters of the Transmitter Serial Number manually, everything should work as it did before. As always, if you need help, please contact Technical Support.
Why does my Transmitter Serial Number (SN) have “-1” at the end of it?
The original 6-character combination allowed over thirty-three million unique serial numbers. That sounds like a lot but Dexcom is running low. To continue providing new unique transmitters that still work with your devices, Dexcom has added a “-1” to the end of the Serial Numbers. When manually entering the number in your G6 app or in other devices for pairing, you will continue to use just the first six characters, entered from left to right.
Do I need to use my Dexcom receiver for my Dexcom CGM to work?
You have the flexibility to use only the Dexcom G6 app, only the Dexcom receiver, or both at the same time, depending on your diabetes management preferences.
Will the new Transmitter Serial Numbers (SN) affect AID connectivity?
No. When manually entering the Serial Number, use just the first six characters. All of the communication between devices remains the same.
Changing Your Sensor and Transmitter
What is a sensor code and why do I need one?
A sensor code allows you to use the Dexcom G6 CGM System without the need for fingersticks or calibrations.* When you start a new sensor, you must enter a code into your display device.
Why isn't my transmitter working and why do i need to pair a new one?
Dexcom G6 transmitters are under a limited warranty for the first 90 days from activation provided that activation was within 5 months of the shipping date. You can find your transmitter activated date in the settings screen in your display device.
What happens if I have trouble starting my Dexcom G6 sensor session?
As long as you are using the latest version of the G6 app to scan or are entering the first six characters of the Transmitter Serial Number manually, everything should work as it did before. As always, if you need help, please contact Technical Support.
Inserting and Starting Your Sensor and Transmitter
How do I start my Dexcom G6 sensor?
When you start a new Dexcom sensor, you must enter a code into your display device to use Dexcom G6 without fingerstick calibrations. Please make sure to follow each onscreen prompt step by step.
What happens if I have trouble starting my Dexcom G6 sensor session?
As long as you are using the latest version of the G6 app to scan or are entering the first six characters of the Transmitter Serial Number manually, everything should work as it did before. As always, if you need help, please contact Technical Support.
Why does my Transmitter Serial Number (SN) have “-1” at the end of it?
The original 6-character combination allowed over thirty-three million unique serial numbers. That sounds like a lot but Dexcom is running low. To continue providing new unique transmitters that still work with your devices, Dexcom has added a “-1” to the end of the Serial Numbers. When manually entering the number in your G6 app or in other devices for pairing, you will continue to use just the first six characters, entered from left to right.
Where can I insert my Dexcom G6 sensor?
Dexcom G6 sensors may be inserted on the abdomen (indicated for patients age 2 years and older) or the upper buttocks (ages 2-17 years). Sensor placement is important and you will want to change your insertion site with each sensor.
Common Dexcom CGM Questions
Who should I contact with help getting started with Dexcom CGM?
If you need assistance with starting your Dexcom CGM system, the Dexcom CARE team of diabetes coaches can be contacted at 1-877-339-2664.
Why is my G6 app not able to scan the Transmitter Serial Number on the carton or on the transmitter?
Older G6 apps are not able to read the new Transmitter Serial Number code. Just update your G6 app to the latest version in the App Store (iOS) or Google Play Store (Android).
Pairing and Connectivity Issues
What happens if I have trouble starting my Dexcom G6 sensor session?
As long as you are using the latest version of the G6 app to scan or are entering the first six characters of the Transmitter Serial Number manually, everything should work as it did before. As always, if you need help, please contact Technical Support.
Why does my Transmitter Serial Number (SN) have “-1” at the end of it?
The original 6-character combination allowed over thirty-three million unique serial numbers. That sounds like a lot but Dexcom is running low. To continue providing new unique transmitters that still work with your devices, Dexcom has added a “-1” to the end of the Serial Numbers. When manually entering the number in your G6 app or in other devices for pairing, you will continue to use just the first six characters, entered from left to right.
I lost my Dexcom sensor code. What do I do?
Without your sensor code, you’ll need to calibrate twice after your 2-hour sensor warmup is complete, a third time 12 hours later, a fourth time 12 hours after that, and then once every 24 hours.
My system seems to be experiencing an outage. What do I do?
Please visit status.dexcom.com for real-time updates on the status of Dexcom products.
Sensor Failure Issues
What do I do if I receive the Sensor Failed alert?
If you are receiving a Sensor Failed Alert on your Dexcom G6 and your inserted sensor will no longer give CGM values
What happens if I have trouble starting my Dexcom G6 sensor session?
As long as you are using the latest version of the G6 app to scan or are entering the first six characters of the Transmitter Serial Number manually, everything should work as it did before. As always, if you need help, please contact Technical Support.
Why does my Transmitter Serial Number (SN) have “-1” at the end of it?
The original 6-character combination allowed over thirty-three million unique serial numbers. That sounds like a lot but Dexcom is running low. To continue providing new unique transmitters that still work with your devices, Dexcom has added a “-1” to the end of the Serial Numbers. When manually entering the number in your G6 app or in other devices for pairing, you will continue to use just the first six characters, entered from left to right.
Will the new Transmitter Serial Numbers (SN) affect AID connectivity?
No. When manually entering the Serial Number, use just the first six characters. All of the communication between devices remains the same.
Common Error Messages
What does the Transmitter Not Found alert mean?
If your transmitter didn’t pair with your display device and you are seeing a Transmitter Not Found alert, please try these solutions.
What does the Signal Loss alert mean?
This alert tells you when you’re not getting Dexcom G6 readings. Your display device may be too far from your transmitter or there may be something, such as a wall or water, between your transmitter and your display device.
Calibration and Accuracy Issues
What do I do if my BG meter is not within the accuracy (20/20) range of my Dexcom G6?
There may be times when your readings temporarily don’t match, but don't panic, as they are likely to become closer over time. You may find that this occurs for a few common reasons.
Where can I find when I last calibrated?
You can check your receiver for information about your CGM at any time.
Is my Dexcom sensor accurate?
The test your doctor does is considered a more accurate glucose number than any products you use at home. Both BGMs and Dexcom G6 are compared to that doctor’s test to measure accuracy in clinical studies.
Why does my Dexcom G6 say I'm low at night when my BG meter shows otherwise?
One explanation may be that something is pressing on your sensor which can affect your Dexcom G6 readings. Once the pressure is relieved, your Dexcom G6 readings should be closer to your blood glucose meter.
Troubleshooting (Using Your Dexcom CGM)
I use the Omnipod 5 with Dexcom G7, who to contact?
Learn who to contact for support if you use Omnipod 5 pump with Dexcom G7 or G6 and experience connection issues, sensor pairing or other system errors.
What happens if I have trouble starting my Dexcom G6 sensor session?
As long as you are using the latest version of the G6 app to scan or are entering the first six characters of the Transmitter Serial Number manually, everything should work as it did before. As always, if you need help, please contact Technical Support.
If I call Dexcom for support, what should I prepare for customer service?
Please have your Dexcom transmitter serial number, sensor LOT number, and mobile account username
Why are the G6 iOS 14 widget sensor readings delayed?
The Dexcom iOS 14 widget has a max number of times it can update per day based on Apple’s iOS 14 widget guidelines. As a result, you may need to wait longer than 5 minutes for the widget to update.