CGM Troubleshooting Quick Guide for Seniors

This guide provides general troubleshooting information for CGM devices. Consider this your CGM troubleshooting quick guide, but always consult your device manual and healthcare provider for specific guidance. In case of medical emergency, call 911.

Welcome to your CGM troubleshooting quick guide! As many seniors discover, continuous glucose monitors (CGMs) can occasionally present challenges. Whether your readings seem off or your sensor isn’t connecting properly, we’ll walk you through common solutions step by step.

Common CGM Issues and Their Solutions

Let’s start with the most frequent challenges our Medicare members report with their CGM devices. We’ll tackle each one with clear, easy-to-follow steps.

1. Sensor Not Connecting

Before calling tech support, try these simple steps that solve connection issues 80% of the time.

• Check your smartphone’s Bluetooth is turned ON
• Ensure your CGM app is open and running
• Keep your phone within 20 feet of your sensor
• Try restarting your smartphone

What you’ll see: Your CGM app should show ‘Connected’ or a green checkmark once fixed.

2. Inaccurate Readings

If your numbers don’t match finger sticks, try these steps:

• Wash hands thoroughly before finger sticks
• Check if you’re properly hydrated
• Ensure sensor is properly inserted
• Wait 24 hours after insertion for readings to stabilize

Remember: CGM readings can lag 15-20 minutes behind finger sticks. This is normal!

3. Sensor Falling Off Early

Keep your sensor secure with these proven tips:

• Clean the application site with alcohol and let dry completely
• Apply sensor to a flat area with minimal movement
• Use medical tape or adhesive patches for extra security
• Avoid extremely hot showers or baths

Pro tip: Many Medicare plans cover adhesive patches – ask your DME supplier!

4. App Crashes or Freezes

Technology hiccups happen. Here’s what works:

• Close the app completely and restart it
• Check for app updates in your phone’s app store
• Ensure your phone has enough storage space
• Update your phone’s operating system if needed

5. “Signal Loss” Messages

Don’t panic – this is usually temporary:

• Move your phone closer to the sensor
• Check for interference from other electronics
• Remove any metal objects between phone and sensor
• Wait 10 minutes – signal often returns automatically

Step-by-Step Troubleshooting Process

When facing any CGM issue, follow this systematic approach:

Step 1: Stay Calm Take a deep breath. Most CGM problems have simple solutions.

Step 2: Check the Basics

• Is your phone charged?
• Is Bluetooth enabled?
• Is the sensor properly attached?

Step 3: Try the Quick Fixes

• Restart your phone
• Close and reopen the app
• Move away from electronic interference

Step 4: Document the Issue Write down:

• What error message you see
• When the problem started
• What you were doing when it happened

Device-Specific Tips

For FreeStyle Libre Users:

• Scan your sensor every 8 hours minimum
• Keep scanner/phone within 1.5 inches when scanning
• Replace batteries in reader when low

For Dexcom Users:

• Calibrate only when arrows are flat
• Wait 2 hours after insertion before first calibration
• Keep transmitter clean and dry

For Guardian Users:

• Charge transmitter fully before each use
• Check tape daily for lifting edges
• Calibrate 3-4 times daily as directed

When to Call for Help

Contact technical support (727-831-3729) if you experience:

• Consistent error messages after troubleshooting
• Sensor falling off before its time
• Readings that seem dangerously wrong
• Connection issues lasting over 2 hours
• Physical discomfort at sensor site

Preventing Future Issues

An ounce of prevention is worth a pound of cure:

Daily Habits:

• Check sensor adhesion each morning
• Keep your phone charged and nearby
• Update apps when prompted

Weekly Tasks:

• Clean your phone’s charging port
• Check for app updates
• Review your glucose patterns

Monthly Maintenance:

• Replace phone case if it interferes with scanning
• Clear app cache if running slowly
• Review supplies and reorder as needed

Quick Reference Card

Print and keep this handy:

Emergency Contacts:

• Senior CGM Support Support: 727-831-3729
• Device Manufacturer:
  • FreeStyle Libre: 855-632-8658
  • Dexcom: 888-738-3646
  • Medtronic: 800-646-4633

Common Error Codes:

• “Check Sensor” = Wait 10 minutes, then retry
• “Replace Sensor” = Contact DME for replacement
• “Sensor Error” = Remove and apply new sensor

Your CGM Success Toolkit

Remember these golden rules:

1. Patience is key – Most issues resolve within minutes
2. Keep supplies handy – Extra adhesive, alcohol wipes
3. Document patterns – Note recurring issues
4. Ask for help – Support teams are there for you

Conclusion

CGM troubleshooting doesn’t have to be stressful. With these simple steps and a bit of patience, you’ll handle most issues like a pro. Remember, your DME supplier and device manufacturer want you to succeed – never hesitate to reach out for support.

Keep this guide bookmarked for quick reference, and share it with family members who might help with your diabetes management. Together, we can make CGM technology work smoothly for your health journey.