Common Issues and Their Resolutions

If the LiveMetric band isn’t pairing to the tablet/app, here are some quick troubleshooting steps:

1. Close and Reopen the App

• Sometimes, the app may simply need a reset to re-establish the connection.
• Fully close the app on the tablet and then reopen it.

2. Toggle Bluetooth On and Off

• Go to the tablet’s Bluetooth settings.
• Turn Bluetooth off, wait a few seconds, and then turn it back on.
• Re-attempt pairing in the app once Bluetooth is back on.

3. Ensure the Band Is Charged and On

• Check that the LiveMetric band is fully charged, as a low battery can impact pairing.
• Make sure the band is turned on and nearby for easy connection.

4. Forget and Re-Pair the Device

• Go to the tablet’s Bluetooth settings and find the LiveMetric band under paired devices.
• Select the band and choose “Forget” or “Unpair.”
• Restart the pairing process through the app.

5. Restart the Tablet

• If previous steps haven’t resolved the issue, try restarting the tablet.
• Once it’s back on, reopen the app and attempt to pair the band again.
• If you resart the tablet please ensure that you re-open the Dexcom application as it will not report the data if it is not open.

6. Move Away from Other Bluetooth Devices

• Other nearby Bluetooth devices can sometimes interfere with pairing.
• Make sure the tablet and band are within close range and away from other active Bluetooth devices.

If the Dexcom app logs out, follow these steps to log back in:

1. Open the Sticky Notes App

• On the tablet, locate the Sticky Notes app, which contains the login credentials for each patient.
• Open the app and find the note with the patient's Dexcom username and password.

2. Copy or Note Down the Credentials

• Copy the username and password from the Sticky Note, or make a quick note to reference while logging in.

3. Open the Dexcom App

• Close the Sticky Notes app and open the Dexcom app on the tablet.

4. Enter the Username and Password

• On the Dexcom app’s login screen, enter the username and password exactly as shown in the Sticky Note.
• Double-check for any typos before proceeding.

5. Follow the Quick Start Instructions

• Once logged in, the app may display Quick Start instructions.
• Follow the on-screen prompts to complete any necessary setup or connection steps for the Dexcom system.

6. Confirm Successful Login and Data Sync

• After logging in and completing the setup steps, check that the app is showing the correct patient data.
• Verify that readings are updating in real time to ensure the Dexcom app is fully functional.

If a newly inserted Dexcom sensor won’t pair with the tablet or app, follow these steps:

1. Check Bluetooth Settings

• Ensure that Bluetooth is turned on in the tablet’s settings.
• If Bluetooth is on, try toggling it off for a few seconds and then back on.

2. Confirm Pairing Code is Correct

• Open the Dexcom app and doublecheck that the code you have entered is the same as the code on the insertion device.
• Verify that you’ve followed all the prompts to activate the new sensor in the app.

3. Restart the Dexcom App

• Close the Dexcom app fully and then reopen it.
• Attempt to reconnect the sensor within the app.

4. Check Proximity of the Tablet and Sensor

• Make sure the tablet is within close range of the sensor (within a few feet) to improve connection.
• Avoid placing any objects or other electronic devices between the sensor and tablet that may interfere with the connection.

5. Forget and Re-Pair the Sensor

• Go to the tablet’s Bluetooth settings.
• Find the Dexcom sensor in the list of paired devices, there may be multiple, select all dexcom devices you can identify, and choose “Forget” or “Unpair.”
• Return to the Dexcom app and start the pairing process again for the new sensor.

6. Restart the Tablet

• If the sensor still isn’t pairing, restart the tablet.
• After restarting, reopen the Dexcom app and retry the pairing process.

8. Ensure Sensor is Securely Inserted

• Double-check that the sensor is fully inserted and that all components are properly in place.
• A loose sensor can affect pairing and connection stability.