Troubleshooting your Technology

But like all technology, sometimes things don’t go to plan. 

Sensors have been known to lose signal. A CGM reading may not match how you’re  feeling, or an app may freeze. 

When this happens, it’s important to know what to do. 

Troubleshooting your technology 

Here are some steps to help you troubleshoot, stay safe, and make the most of the technology available to you. 

• Trust your body first 

If your CGM readings don’t match how you feel, trust your body. If you feel symptoms of a low or high but your device shows otherwise, always check your glucose readings manually. A quick finger prick can confirm unexpected highs or lows and guide your next step safely. 

• Stay hydrated 

Dehydration can affect glucose readings and CGM sensor accuracy. Make sure you’re drinking enough water, especially during hot weather, exercise or illness. 

• Check your sensor site 

If your sensor isn’t reading as you would expect, look at its placement. Has it been bumped, displaced, or irritated? If so, consider replacing your sensor. 

• Consider a compression low

If your CGM shows a sharp drop during sleep or resting periods, you may be pressing on the sensor. This could mean it is a compression low.  

A compression low occurs if you're lying on the sensor. The pressure can reduce the amount of interstitial fluid that the sensor probe is exposed to. Less volume of fluid can translate to less glucose, resulting in incorrect low readings and alerts. 

Shifting position often helps the numbers return to normal. It’s important to confirm this was a ‘false low’ reading with a manual finger prick. 

• Check device connections and updates 

If you’re getting regular outages, these could be due to connectivity issues. Make sure your Bluetooth or Wi-Fi is on and your app is up to date. Also be sure to note that your phone or device receiver is within range. 

Ensure to set your phone updates to manual rather than automatic. You will then be able to check that your CGM device app is compatible with the new update. If not, then the sensor or pump will not work with newer version of phone software. 

Always restart your device/s and reset the connection. 

• Wait through warm-up or recovery times 

After inserting a new sensor or restarting your tech, allow it to restart and warm up. This time varies for different technology, it’s best to check the manufacturers website. Always perform a manual finger prick to make sure the new sensor is reading your glucose level correctly. 

• Keep notes on patterns

Keep a record of any regular patterns. These can help you and your healthcare team troubleshoot effectively. Things to note may include: 

• After showers 
• After vigorous exercise  
• Placement (compression lows. Speaking to your healthcare team about various placement options may help)  

• Contact your device’s customer support

Don’t hesitate to reach out to your device manufacturer. Dedicated support is available on the manufacturers website. The team will walk you through troubleshooting or replace faulty technology. 

• Talk to your healthcare team 

If you’re having regular issues, discuss this with your health care team. This may include:  

• GP 
• Endocrinologist 
• Diabetes Educator 
• Pharmacist 

Technology is transformative

Even with occasional glitches, diabetes technology continues to transform how people living with diabetes manage their condition.  It’s been proven that for people living with all types of diabetes, technology offers both greater flexibility and better insights into glucose trends. 

There is also strong evidence that it plays a role in reducing the mental burden of living with diabetes.  

Learning to troubleshoot your tech helps you to feel more confident, even when things don’t function perfectly. With the right understanding and support, you can make the most of your device, trusting both your instincts and your technology. 

Learn more about diabetes technology with the Diabetes Care Plus team.