I received a new monitor to replace the old one I have been using for 15 months. DM3 will not read the new monitor and Dex support cannot help me. Has anyone else had this problem?
George,
I don’t know what you mean by monitor. Are you talking about the receiver? I did get a new one some time back (can’t even remember why now) but didn’t have any issues with it. I think I had to change the serial number in the software if I remember correctly. It’s terrible to get old. Can’t believe Dexcom wouldn’t be able to help you though. Try calling again and getting another rep, might be more knowledgable than the first.
Linda
When I got my replacement I had to change the serial number too. Unfortunately there’s no way to merge the data from the old receiver to the new ;(
There is no way to read the new monitor (receiver). My computer sees the receiver, begins the download, and then stops the download with a “download halted” message. Dexcom Tech Support can’t figure it out.
Haven’t had to replace my monitor yet, can you uninstall and reinstall the Dex software? Works for other computer problems!
I’ve experienced your “download halted” message too. What I discovered is that if I keep responding with the “try again” button (not sure of the actual words but they mean to try again) over and over again, it will finally fully download. It’s taken me as many as 8 or 9 attempts to succeed, so be persistent.
Make sure your download cable connections are secure. To be sure, connect and disconnect several times. If you still get that failure message, call Dexcom and request a new download cable. I had one cable stop working altogether.
Also, if you physically disturb or bump the cable/receiver assembly during the download, then it’s most likely to abort the download.
I’m surprised that the Dex tech help wasn’t aware of these download anomolies and I’m thinking that very few Dex users actually use the software to analyze their data. In my opinion, that’s one of the biggest benefits of CGMs.
That’s been my experience. Your mileage, of course, may vary! Good luck.
On my dad’s computer the dex software keeps not running. So I keep going to the dexcom website, and clicking that I want to download the Dex software, and I keep going until it asks if I want to repair what’s there or replace it and I click repair and then it works for the rest of the time that I stay signed in that day.