@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??
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
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.
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.
@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!
@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!
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.
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.
