Chapter 13: Troubleshooting; Sensor Insertion Troubleshooting; Calibration Troubleshooting - Dexcom G4 PLATINUM User Manual

CHAPTER 13: TROUBLESHOOTING

This chapter provides helpful tips and instructions to fix issues you may have while using your Dexcom G4
PLATINUM CGM System.
If any of the troubleshooting steps in this chapter do not fix your issue, contact Dexcom Technical
Support (see Chapter 15, User Assistance).

13.1 SENSOR INSERTION TROUBLESHOOTING

Sensor insertion difficulties
• I am having trouble taking out the safety lock:
- Make sure to pull the safety lock straight out away from your body. Use the arrows on the safety lock as
a guide.
• I am not able to pull the collar up:
- Make sure the white plunger is completely pressed down before pulling the collar up.
- Use force when pulling the collar up.
• I am not able to remove the applicator barrel from the sensor pod:
- Make sure the collar is pulled all the way up. When pulling the collar up you should hear 2 clicks. You
may need to use extra force to pull the collar as close to the top of the applicator as possible.
- Make sure the transmitter latch is flat against the adhesive on your body before squeezing the release
tabs.
- Use force when squeezing the ribbed release tabs on the sides of the sensor pod.
- Lift the applicator in a curving movement away from your body.
• I am not able to remove the transmitter latch:
- Hold the sensor pod with one hand and twist the transmitter latch with the other hand to remove it.
- Do not try to snap it straight off.
Sensor pod is not sticking long enough
- Make sure your skin is clean, clear of any cream or lotion, and completely dry before you insert the
sensor.
- Shave your skin before you insert the sensor if hair is preventing the sensor pod from sticking.
- You may use medical tape (such as Blenderm, Tegaderm, IV 3000, 3M tape) over the white adhesive
patch of the sensor pod, but do not place the tape over the transmitter or the plastic parts of the sensor pod.

13.2 CALIBRATION TROUBLESHOOTING

Calibration prompts may show during your sensor session. Review the following troubleshooting tips for
calibration.
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