Dexcom Troubleshooting Data Issues

Data Does Not Appear in Prevounce After Successful Sync

1. Check Dexcom Clarity:
   • Install the Dexcom Clarity app
   • Verify if the patient’s data is visible in the Dexcom Clarity app.
   • If data is not visible in Clarity:
     • Confirm the patient is using the same account for the CGM app, Clarity, and Prevounce.
     • Duplicate accounts can cause issues; refer to Dexcom’s account login guide.
   • If data is visible in Clarity
     • This means that the patient’s data is making it up to Dexcom’s API is being stored there
     • It should be available to Prevounce
       1. Either there is a duplicate account issue
       2. Or there is an issue in Prevounce’s ingestion service
2. Common Problems:
   • Connectivity issues: Ensure the patient’s phone and Bluetooth are properly connected to the Dexcom CGM app.
   • Network failures: The app may fail to upload data to the system despite showing readings on the phone.
   • Precise location disabled: Ensure the patient has precise location enabled on their phone, as this is required for data to flow properly.
   • Security blocks: Certain security settings or applications on the patient’s phone may block data uploads.
   • Use the Clarity app to verify if readings are successfully uploaded to the cloud.

For persistent issues:

• Contact Dexcom Global Technical Support via their support page.
• Mention that data is not appearing in Clarity for more targeted assistance.