G6 critical failure! (Urgent low alert failed)

I know that hypoglycemic unawareness tends to become more pronounced the longer you use insulin analogs. Also, when the rate of change is very slow.

My lows at night don’t have the same intensity symptoms as when I’m awake during the day. I believe it’s because my body 's demands for energy are lower. I have slept through lows until I was soaked with sweat and shaking in the 40’s and my wife woke me.

Since I started wearing a G6, I never see an arrow that isn’t horizontal except immediately after eating or heavy exertion. I have the rise/fall settings at 2 mg/dl sensitivity I can drop 100 mg/dl overnight if I haven’t digested my dinnertime carbs before I do my bedtime checks, and not matched my nighttime basal to my insulin need. If I do, I can stay +/- 10mg/dl for 7 hours straight until the morning rise.

Whether you use a phone or the Dexcom receiver, its possible to lose Bluetooth connectivity with the transmitter and get the quieter lost signal alert, which could be suppressed, instead of the siren. Then when turning over to read the phone it might update to display the stored readings.

Once the phone was connected enough to read the transmitter, if you were still urgently low for 15 minutes after being awake, the app’s urgent alarm should have repeated until you weren’t.

If you want to get action on this, don’t call Dexcom, report the issue to the FDA.

FDA Medical Device Reporting

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Thank you for this. Yes the problem for me has been my BG dropping very slowly over time, and then I don’t feel the effects of hypoglycemia. Kind of like the frog in the pot of water that slowly boils.

It is also possible that I may have heard the double beep of the Bluetooth disconnected, as you describe. I cannot confirm that at this late juncture, but it is possible this is what happened.

Miraculously, I heard back today from someone at Dexcom tech support quality assurance in San Diego who saw the poor survey I returned, and had even listened to the recordings of the awful, frustrating calls I had with overseas tech support.

He was already familiar with my case, and confirmed that the problem is likely that the G6 app “side loaded” when I switched to my new (unsupported) phone, and this may have caused the problem.

He said that when switching to a new phone, the software is supposed to force you to download it again. If the phone is unsupported, you will not be able to download it. So this is definitely a bug the software engineers need to work on.

In any case he will be recommending coaching for the overseas reps that bungled my case. This is probably more of a gauze pad treatment for a severed limb, but we can only do so much.

Thanks for weighing in on this. I appreciate it.

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This was my problem too. iPhone version not compatible with Dexcom6.

I just reread the original post and combine that with your newly revealed information.

It hadn’t occurred to me that you might be using an unsupported phone paired to the G6 transmitter.

It’s never a good idea to depend on an unsupported peripheral device to alert you to life threatening conditions when you have other alternatives.

  1. On the Tandem pump, turn up it’s alarms and depend on one piece of equipment instead of two for your alerts

  2. Pair your phone with the pump instead of pairing it with the G6. You’re going to want to do that anyway later this year when you can bolus from it

@pstud123 I am definitely aware that it’s not a good idea to rely on an unsupported phone for alerts. The problem is that I had no idea I had switched to an unsupported phone.

While the app is unavailable for me to download from the Google Play store, I only discovered this after having gone through this debacle.

When I transferred my Google account from a supported phone (Pixel 3XL) to an unsupported phone (Pixel 5a), all of my apps migrated seamlessly onto my new device without any alerts or indicators that the Dexcom software that installed was incompatible. This is Dexcom’s fault. The rep told me that what should have happened is that the app should not have automatically installed, and I would have been unable to download it. That’s a critical flaw.

The T:Slim X2 is designed to be paired with a maximum of two items. The primary pairing must be either a pump or a Dexcom receiver (but not both). The second item is an auxiliary device like a phone or some other monitor. So I have the pump paired as my primary and the phone as my auxilliary. So through my phone, I use both the T:connect app AND the Dexcom G6 app. T:connect doesn’t use alarms, deferring entirely to the pump for that responsibility (and the pump is not very loud, nor does it differentiate between lows @ 80 mg/dl and urgent lows @ 55 mg/dl) whereas the Dexcom app has the extremely alarming siren which can wake even this vampirically heavy sleeper. That’s why I use both apps.

I know how the dual channel transmitters of the G6 and t:slim work. I’m an electrics engineer with a computer and security background. Both use tech that’s now 5 year old. I use the G6 receiver. It’s software is crude compared to the Libre receiver which costs 1/4 as much.

I’ve been burned so often doing thousands of corporate hardware replacements that the first thing I check before I do one is to see if the hardware is supported by the sw. We’re doing this now with WIndoze 11 and watching the cost rapidly rise with each nearly-new PC that doesn’t met Microsoft’s spec and each app update that make it no longer want to work with the others,

I wonder if the Tandem pump and the Dexcom G6 app have ever been tested for full compatibility and interoperability and submitted to the FDA for simultaneous use.

The FDA requirement for the t:slim being and acceptable the alternative receiver for the G6 receiver was that it had to duplicate or exceed the alarm tone characteristics of the Dexcom receiver, which doesn’t have a siren tone.

There’s no such requirement for auxiliary receivers because they are supposed to supplement, not substitute for the primary receivers.

If this had happened to me, I’d be POd with Dexcom, Tandem and Google, but I would have still reported the issue first tothe FDA and let them discover the cause(s).

I’m still amazed that Dexcom can claim they have apps for iOS and Android, but bury the fact that less than 5% of Android phones are supported, and only Apple and Windows computers are able to run their reporting software. That’s the kind of hacked-together, not-written to standards software that might have been acceptable 10 years ago but not today.

That any Google brand phone running Google’s own operating system isn’t compatible seems like Dexcom isn’t trying at all to establish compatibility with Android as they do with Apple.

Out of curiosity, how did you transfer the software between phones? Google’s automatic backup and new device setup actually installs any Play Store app’s fresh and should detect unsupported hardware devices. The Dexcom app also should have detected the unsupported hw at first launch when it prompts for credentials.

I routines see reminders that the Dexcom may me incomparable with the latest OS on my iPhone (12 Pro with version 15.4) but i have not seen any glitches yet. It alarms: 2 two beeps for high, 3 for low, and 5 for very low. It only gives one somewhat quite beep it it loses contact which rarely happens, if I’m lying on the transmitter. I probably don’t wake up to that alarm if it happens when I’m deeply asleep. But I don’t really want to get woken up for that unless it lasts.

My whole mobile system is down for the 5G transition. I’m working on fixing it tonight. Here’s the report a problem page for Dexcom. @SophieCat sent it to me a few weeks ago.

https://dexcom.custhelp.com/app/webform

Really?!?! Oh crap. I better find that receiver. Thanks for the heads up that terrible disappointment is coming.

Yeah I’m not exactly happy, but overall the Dexcom has been a game changer for managing type 1 diabetes so I accept it when things go sideways and hope for the best.

As for how Dexcom G6 app ended up on my new (incompatible) phone, I didn’t do anything. I simply logged into my google account on the new phone, and it downloaded all my apps automatically. That’s part of why this all comes as such a shock, both to me and to the tech support rep. It’s not like I sideloaded it in some way to circumvent any protections. Google did it on its own.

Incidentally, for those with iPhones, the local tech I spoke with said that compatibility shouldn’t be an issue with any iOS. Its the variations in Android hardware that cause hiccups. (I’m sure you know this intimately with your experience configuring Windows PCs).

By the way we just bought a new laptop that’s eligible (and capable) of being upgraded to Windows 11, but I’ve not read any compelling reasons to upgrade since it seems W11 is the first step towards “OS-as-subscription service”. I’m still using my product code from Office 2013 (which just worked yesterday on my new laptop, incidentally-- but only because I still had the 2014 email with the download link) because paying $10/month (forever) to use Microsoft Word is nonsense.

I’m gonna try this

Have you considered trying xDrip instead?

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I read this entire thread and was ready to say this exact sentiment.

It doesn’t matter what percent of Android phones work with the Dexcom app, because Xdrip is ridiculously better anyway and works on literally any Android phone still capable of running. Minimum system requirement is something like Android 4, which is now 11 years old. Xdrip has statistics, completely customizable notifications, completely customizable aesthetics, your glucose always on top in your notifications and visible even when the notification bar is closed if you want it, a widget! (did Dexcom ever get one of those?? They didn’t last I checked), visible system information, etc…

I’ve tried twice to go back to the Dexcom app, to see what I was missing, and can’t stand it. I’m not sure how such a big medical device manufacturer can make such a crappy, featureless app.

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But you added all the good stuff I left out.

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Never heard of xDrip. I will check it out.

https://jamorham.github.io/#xdrip-plus

Lets redirect to existing topic on installing xDrip, since off topic for installation details.

I’ll try that next, @MM1, if this doesn’t work. Thanks for the recommendation. I think it works with xDrip, but I haven’t done a lot of looking around at what I am installing. I got this phone for free, so I am an Android user now. :money_mouth_face:

If I can get running water this week, on top of Dexcom, I’m back in business!

I’m doing some desperate installations now. I had a low BG last week where I woke up thinking that I was trapped inside the UI from work. I’ve been staring at the UI too much. It was a terrible experience. I need CGM back. Maybe I’m an Xdrip user now.

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So, the build your own Dexcom App works, just make sure your using version 1.8.0.4 if your in the US. I ran it on a Google Pixel 6, which the Dexcom app is incompatible with. But, I think XDrip is still worth exploring.

Current stable build is here. Download the .apk on your phone:

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