The alert is triggered when the pump goes approximately about 20 minutes without pairing with the intended Dexcom G7 sensor.
Possible triggers for this alert:
- Dexcom G7 sensor was already paired to a different pump or G7 receiver
- The wrong pairing code was entered
- The Dexcom G7 and pump connection was disrupted
Here are some steps to restore the connection:
- Ensure that the pump and new G7 sensor are at least 20 feet (6 meters) away from any used G7 sensors or other G7 users before attempting to pair the new sensor to the pump.
- Ensure that the sensor is not connected to a different pump or the Dexcom G7 receiver.
- The sensor can only be connected to one medical device, such as another pump or the Dexcom receiver (not including mobile devices).
- If the sensor is connected to another pump or receiver, turn the device off.
- Do not stop the sensor session on the other device before turning it off.
- After turning the other device off, it may take up to 20 minutes for readings to begin to appear.
- Ensure the correct pairing code is entered.
- This can be confirmed by checking the sensor applicator or applicator packaging or in the Dexcom mobile app (if a session is active).
- If the wrong pairing code is entered:
- Stop the sensor session.
- Enter the correct pairing code.
- Restart the sensor session. Ensure strong Bluetooth signal between the pump and sensor.
- Ensure that your pump and sensor are on the same side of your body
- For t:slim X2 users: Ensure that your pump screen is facing away from your body
- If the alert is still present, turning the pump off and then on again may resolve the issue.
- For t:slim X2 users: follow the steps to perform a pump reset.
If the above steps did not resolve the issue, please Contact Us for further troubleshooting.
Always refer to the User Guide for important safety information and detailed step-by-step instructions on how to use your Tandem insulin pump. A full list of pump alerts, alarms, and malfunctions can be accessed in the User Guide. Please consult the applicable user guide and refer to the table of contents.
ZD-000337_A (2024-03-19)