Strange issue going on

Tips, Tech & Gear C/GM
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@Liam-M’s CGM stopped working 2 hours ago. It was only on day 4. Just a “signal loss” in the CGM app. I finally said screw it, we’re changing it out.

So we got a new one put in and immediately after clicking new sensor, entering code and clicking start sensor, immediately “Signal Loss” message popped up.

Anyone have any clue what could be the matter here??

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Bluetooth is on. This is the same screen we saw with the old sensor as well before we changed it out.

also thinking maybe the issue was with the whole lot, I opened a new box and the new sensor is from that new box.

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I called Dexcom support and they recommended I put on a new sensor and a new transmitter. I did that and as soon as I tried to start sensor and immediately received a signal loss error again

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Okay, we’re back again….whew….I tell you what, when you become dependent upon tech and it fails, it really gave me flashbacks of the first 2 - 6 months after his diagnosis when I was fingersticking every 15 - 30 minutes, all night long.

No idea what the problem is but once I uninstalled the G6 app, reinstalled it (as part of the CS instructions), and re-entered the new Transmitter ID and Sensor ID (from previous session that had failed), I then got a Pair message for the Transmitter, and he’s now in his 2-hour calibration. Getting 2 sensors and 1 transmitter shipped to me as replacements. This has also convinced me to purchase, out of pocket, 2 or 3 new G6 Transmitters because I literally have no backup but one….the one stopped working, I installed the 1 new one that I did have, and when that got a sensor error message, I had / have no ability to insert any other new ones as I have no others. Everything else I have a surplus, but never the G6 Transmitters. I can see that as a problem when G6’s go away as I’ll have a lot of sensor surplus but no transmitters for them!

Something I’ll need to remedy in the near future.

Regardless, they’ve asked for me to ship the transmitter back to them and I’ll do that but we have no idea what the problem was that caused it…all the troubleshooting steps I went through, she agreed everything we did, and all settings were correct.

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Glad you got it working and are getting them replaced!

It sounds like it was a bad transmitter. I’ve seen that same thing before, where it does not tell you that it’s a transmitter, but when I replaced it, everything started working again.

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it had been working fine for a month. It’s honestly pretty scary when tech stops working. I don’t like the feeling of helplessness.

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@ClaudnDaye That’s really strange! While I’ve had several “Signal Loss” screens at various times, I’ve usually let it go for a while and found it resolved in about 30 minutes (usually less), I’ve never had the situation you describe with continuation for a new sensor (that goes for G6 and G7 sensors). Anything in the environment? Happen at school? Convention center? Nearby equipment? Anything? Only thing I can think of as common to all three would be the receiver. Are you using a phone or the Dexcom receiver? If a phone, perhaps close and reopen the app (you probably already went down this road), or delete and reinstall it? If the Dexcom receiver, perhaps shut down and restart? Sorry you/Liam are going thru it, unnecessary stress for him and the family!

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@ClaudnDaye I don’t recall your situation, any chance of switching to G7 or is it a coverage issue with insurance or personal choice/opinion? My thinking is that with G7, you’d always have a new transmitter as it contains both items in each/one product. Might offset the cost of going the out of pocket root. Either way, glad it’s been taken care of! Give Liam our best!

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In the decade we’ve been doing this, I’ve never had this particular issue before.

Anything in the environment? Nope

Happen at school? Started at 3:30PM yesterday, after he was home from school.

Convention center? Nope

Nearby equipment? Nothing that hasn’t always been near him (computer)

Anything? Nope

Only thing I can think of as common to all three would be the receiver.

Are you using a phone or the Dexcom receiver? Just Phone.

If a phone, perhaps close and reopen the app (you probably already went down this road), or delete and reinstall it? Did all the basic steps recommended within the app when you’re experiencing a Signal Loss, to no avail.

If the Dexcom receiver, perhaps shut down and restart? Nope

Sorry you/Liam are going thru it, unnecessary stress for him and the family!

The CS rep was able to walk me through additional steps and the last one fixed it – ininstalling the app, reinstalling it again, then entering the Transmitter / Sensor ID again in the G6 app.

Truly strange and never something we had experienced before.

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I actually did remember that I have 3 Dexcom G7’s squirreled away that @elver graciously sent me. I was fully prepared to try one of those if I couldn’t get the G6 issues figured out. Knowing the Sensor/Transmitter are combined in the G7 was truly a sigh of relief knowing that I DID have at least one type of backup in the event everything else failed.

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No clue. This happens to me occasionally, but doesn’t always resolve the problem. When it happens more than twice on a sensor I replace it and send for a new one.

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This is not a Sensor issue, it is a connection issue with the iPhone. Restarting the app, turning off and on bluetooth are quick fixes. Below is some additional information on why connection can be lost and setting that may help get connected again on the phone.

Hope this helps!

The signal loss error is most likely unrelated to the sensor’s performance. If the transmitter has been functioning well in the past, it’s probably safe to assume that it’s not the cause of the issue.

Ensure that the iPhone app, Tandem Mobil app, Dexcom app, or Android app is running on the phone at all times. Additionally, the iPhone Low Power Mode must be turned off. Try to have only the active transmitter listed as an active Bluetooth device. The transmitter and the phone connect for less than a second every five minutes.

Now, let’s consider the connection between the pump and the phone. Several factors can cause signal loss in this scenario:

- Other Bluetooth devices disrupting signals.

- iPads.

- Magnetic fields.

- Bluetooth paging systems, such as those found in hospitals.

- Exercise machines.

- Body parts.

- Computers.

- Ham radios.

- Bluetooth splitters.

- Walls.

- Antennas broadcasting signals.

- Software apps on the phone that control Bluetooth signals or battery (Low Power Mode).

- Kids’ bodies.

- Animals.

- Heating pads.

- Heavy blankets, and more.

My personal favorite culprit is headsets that consume too much Bluetooth bandwidth.

To troubleshoot, check if there’s something nearby whenever the signal is lost. In some cases, simply shutting off the phone and then turning back on Bluetooth can help. The signal should reappear within five minutes.

iOS device note: If there are other iOS devices used by the iPhone user, and the Focus or Do Not Disturb features are enabled (on the watch or iPhone), it may cause all devices to turn off or minimally use Bluetooth for communication.

Recommended Dexcom iPhone setup

https://www.dexcom.com/faqs/what-are-the-recommended-iphone-settings

Android Settings (G6)

https://www.dexcom.com/…/what-are-the-recommended…

Android Settings for G7

https://www.dexcom.com/en-us/faqs/what-are-the-recommended-dexcom-g7-android-smartphone-settings

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None of these fixed the issue. I ran through all the basic troubleshooting steps multiple times before getting on the phone with customer support. According to them, it was a transmitter issue. Regardless, In getting the Transmitter and 2 sensors replaced.

It wasn’t a fun time and after a decade of management, I hope it’s the fros first and last time I experience it.

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Is this with g7? I’ve had a lot of these issues since switching to the g7. I’m not a little kid, but I’m also not a big meaty guy and I’ve noticed I really have to minimize the amount of meat between the pod and the sensor with the g7 in ways I never had to consider with the g6…. It seems to definitely not have as much transmitting power. It pretty much does this for me if they’re not on the same side of my body within 12” or so of each other….. my very fist attempt was a total fail at connecting… texted another member here @mikep and he explained they’ve gotta be really close together… minimal problems since…. My only tidbit is it’s easier and more cost effective for me to reposition and waste a pod than a sensor… so that might be something to consider

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I believe that’s so.

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@Sam Sorry you’re having issues with the distance/body parts between your pods and G7 sensors. I’m not large either, though I also wouldn’t call myself scrawny; think of myself as quite average…5’7” (perhaps a tad above), about 140-145 lbs, just turned 71, and I admit I don’t have significant muscle mass. I’ve read of the same issue (signal) from others as well as yourself (its the reason I stuck with G6 for a year+ after G7 came out) but haven’t experienced the issue myself for several months. My pods and sensors almost always have an arm plus some torso between them, but they are almost always within 18”-24” of each other. I think it must have to do with body chemistry, hydration (I’m almost always borderline dehydrated but stay that way no matter how much I drink), or similar. I’ve read and heard podcasts by the current Dexcom CEO stating they’re redesigning the antenna for the G8…we’ll see.

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I’m probably 6’1 and mostly lean. About 190 lbs. I’m still Learning the g7. I do have disproportionately large and muscular arms… as I’ll boastfully Illustrate. I’ve been strictly putting the sensor on the back of my arms as that’s what’s recommended, but will experiment more with placing it on abs

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