Dexcom G5 - ERR121 & ERR68

Diabetes Technology Glucose Monitoring
1

To anyone who can lend their thoughts on the following, I will be appreciative.

i have a two-month-old Dexcom G5 receiver. On Saturday (4/2) I needed to replace the sensor but because I got just nine days’ use decided to wait another day before starting a new one. I stopped the sensor and shut down the receiver, but after ten minutes of vacillating decided to go ahead with new sensor. I turned receiver on – got an ERR121 message. Tried hard reset twice, same error. After a total of three tries and a cumulative wait time of three hours (no joke) I finally got a live technician at Dexcom tech support who did not believe it would take three hours to get through.

Long story short, Dexcom is shipping a replacement receiver – although it won’t be shipped until Monday – and a “courtesy” sensor. But, not being one to give up, I tried the receiver again this morning; it is now displaying an ERR68 message. I was able to find a post on this forum explaining the ERR121 message but nothing on the ERR68, even on Dexcom’s website. Anyone out there encounter the same on their receiver?

As a side note, the tech rep denied the “bad batch” theory, hard to believe considering the posts on this forum. Perhaps a random FDA threshold has to be exceeded (e.g, two percent of 100,000 receivers) before a product/batch receives such classification. Also worth noting is that the rep asked only two questions relevant to the receiver’s operation; the first was whether it sustained any damage, the other was how much I weigh. Huh?

2

I don’t know anything about the ERR68 however twice my son’s G5 gave us ERR121. Both times we were not able to get the receiver to reset and so Dexcom sent out new receivers. The first time it happened was in February 2016 and the second time was only a month later in March 2016. Hopefully this newest receiver will last longer. It definitely seems Dexcom is having a problem but I still adore all the information we get when it’s working so it is worth a bit of inconvenience.

3

Same issue here. We got the G5 for our 9 year old at the end of February and we are on our 3rd receiver (which should arrive today). Same language the rep uses as far as we will send you a “courtesy sensor.” No, you are sending me one to replace the junk you keep sending us! Three receivers in 3 months. This company isn’t going to be around much longer with stats like that.

We received the ERR codes on one; lost all sound on another, and we will see on the one due to arrive today. This is my last time. After this, I am getting my money back.

4

My first receiver lasted 3 months. On replacement they kept failing within days - the last on gave an error within an hour of being taken out of the box.

I’m awaiting another replacement… number 4…