User guide

Find your way from first setup to everyday use. Choose a topic below, or search for a quick answer.

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# sugardash User Guide

New to sugardash? Start with Getting Started. If you are looking for one answer, jump straight to the section that matches what you want to do.

This guide walks you through your sugardash display and the app for iPhone or Android. If your screen looks a little different, check for a software update first.

## 1. Getting Started

Most people can get up and running by plugging in sugardash and following the prompts on the display. We’ve put this guide together for any extra help you might need along the way.

Choose one setup method below and follow just that walkthrough. Both start from the beginning. **Using CareLink? Choose the iPhone or Android app.**

### What You Need

Have these ready:

- Your sugardash and power cable
- A standard 2.4 GHz Wi-Fi network with internet access
- The login information for the service that has your glucose readings
- An iPhone or Android phone if you choose app setup or use CareLink

The kickstand and wall mount are optional. You can also let sugardash rest on its side.

### Set Up on Your sugardash

Follow this walkthrough using the touchscreen on your sugardash. You don’t need the companion app for this method.

**Using CareLink?** Follow [Set up with the iPhone or Android app](#article/set-up-with-the-app) instead; CareLink sign-in requires the app.

#### Step 1: Choose a Language

Plug in sugardash. It turns on automatically and asks you to choose a language. Tap the language you’d like to use.

#### Step 2: Connect to Wi-Fi

On the display, choose your 2.4 GHz Wi-Fi network and enter its password.

Most home routers handle 2.4 GHz automatically, even when 2.4 and 5 GHz share one network name. If you get stuck, see [Wi-Fi help](#article/wi-fi).

When the QR code appears, tap **Continue on device**. You can skip the QR code for this setup method.

#### Step 3: Add Your First User

Tap **Add New User** on your sugardash. A user is the person whose glucose you want to see.

Enter a short display name such as `Mom`, `Alex`, or `Riley`. This is only the name shown on the screen; it doesn’t need to match the CGM username.

#### Step 4: Connect a CGM

After creating the user’s display name, tap **CGM** in the next menu. Then choose the service that has the person’s current readings and enter its login details. The [CGM and pump account help](#article/connect-your-cgm-overview) below explains which service and account to use.

Finish the prompts on the display. Once connected, the person’s glucose will appear on your sugardash. You can repeat these steps to add up to six people.

Want audible alerts? Follow [Alerts](#topic/alerts) to turn on the ones you’d like for each person.

### Set Up With the App

Prefer to enter names and login details on your phone? Follow this walkthrough from the beginning. **Use this method for CareLink.**

##### 1. Plug in your sugardash and connect Wi-Fi

On the sugardash display, choose a language, then select your 2.4 GHz Wi-Fi network and enter its password. This first step is always done on the display, even when you’re using the app.

Leave sugardash on the screen with the QR code while you continue on your iPhone or Android phone. If Wi-Fi won’t connect, see [Wi-Fi help](#article/wi-fi).

##### 2. Open the app on your iPhone or Android phone

Download sugardash for [iPhone (App Store)](https://apps.apple.com/app/id6771991585) or [Android (Google Play)](https://play.google.com/store/apps/details?id=com.sugardash.remote). Sign in or create an account.

Connect your phone to the **same Wi-Fi as sugardash**. On iPhone, allow **Local Network** access when asked so the app can find your display. On Android, allow any network or nearby-device permission requested by the app.

##### 3. Link your sugardash in the app

Open **Devices > Add sugardash**, then tap **Scan Local Network** if scanning hasn’t started. Choose your sugardash and follow the prompts to link it.

If it doesn’t appear, see [Connecting App to sugardash](#article/connecting-app-to-sugardash).

##### 4. Add the person you want to follow

In the app, open **Users > Add User**. Enter a short display name such as `Mom`, `Alex`, or `Riley`; this doesn’t need to match the CGM username.

Choose the service that has their current readings, then sign in. Use the [CGM and pump account help](#article/connect-your-cgm-overview) below if you’re unsure which account to use. For CareLink, follow the [CareLink sign-in steps](#article/medtronic-and-carelink).

If asked where to add the user, choose your physical sugardash, then tap **Add**. Choosing `None` keeps that person in the app only; they won’t appear on your display.

##### 5. Check your sugardash display

The person’s glucose should now appear on the display. Repeat **Users > Add User** in the app to add more people, up to six on one sugardash.

Want audible alerts? Follow [Alerts](#topic/alerts) to turn on the ones you’d like for each person.

## 2. Connect Your CGM

**Account help for either setup method.** Find your CGM or pump below to check which service and login to use. Enter those details wherever your chosen walkthrough asks you to sign in.

sugardash does not connect directly to the sensor on your body. It signs in to the app or online service where the readings are already available.

Before you connect, check that you can see a current reading in that service. If the numbers aren’t there yet, they won’t reach sugardash either.

### Dexcom

Choose `Dexcom` as the source and use the account from the Dexcom app connected to the sensor. Choose `Email/Username` or `Phone Number` to match your login.

> [!NOTE] Setting up for a child?
> Many of us set up Dexcom years ago and have stayed signed in ever since. It’s easy to forget there may be **two accounts: your caregiver account and your child’s.**
>
> Clarity may let you use your caregiver login, then choose your child’s profile. **sugardash needs your child’s own username and password**—it can’t switch accounts that way.
>
> Find your child’s username in the Dexcom app connected to their sensor, using the steps below.

**Trouble signing in?**

Use these tips if you’re unsure of your login or see `Login Failure`. You don’t need to check your password in Clarity if you’ve already signed in successfully on sugardash.

**Find your username in the Dexcom app**

On the phone connected to the sensor, open the Dexcom app—not Dexcom Follow. Go to `Account > Profile`, then scroll to `Login`. **Use the username shown there.** The password will be hidden.

**Check your password in Clarity, if needed**

Open [Dexcom Clarity](https://clarity.dexcom.com/) and sign out if needed. Sign in with the username from the sensor app, typing the password yourself so you’re checking what you’ll enter on sugardash.

**Still seeing Login Failure?**

This usually means Dexcom hasn’t accepted the username or password entered. Leave the error screen open and try the exact login details shown there in Clarity. Check for typos, capitalization, and extra spaces. If Clarity rejects them too, use Dexcom’s password recovery below.

If the same login works in Clarity but still fails on sugardash, see [CGM Account Questions](#article/cgm-account-questions).

**Forgotten your password?**

We wish we could help, but **we can’t see or reset your Dexcom password**. Use Dexcom’s `Forgot your username or password?` option, follow [Dexcom’s password reset instructions](https://www.dexcom.com/en-us/faqs/how-do-i-reset-dexcom-account-password), or contact Dexcom for account help. For a child’s account, the reset message may go to the parent’s email or phone.

**Signed in, but seeing - - -?**

Check that sharing is enabled in the Dexcom app under `Connections > Share`, then see [No Glucose Data (- - -)](#article/no-glucose-data).

Dexcom Stelo is not supported. Readings must reach the Dexcom app; a Dexcom receiver on its own won’t work with sugardash.

### FreeStyle Libre

sugardash connects with a LibreLinkUp follower account.

1. Open LibreLinkUp and confirm that the follower can see a current reading.
2. Choose `LibreLinkUp` as the source in your setup walkthrough.
3. Enter that follower account’s email and password.

If nobody follows the Libre wearer yet, create a LibreLinkUp account and invite it from the wearer’s Libre app before connecting sugardash.

**Using Libre with a pump?** The usual LibreLinkUp route may not apply because some pumps receive the sensor readings directly. See the [pump setup instructions](#article/pump-setups-overview) below for the route that matches your system.

Abbott Lingo is not supported. A Libre sensor used only with a handheld reader will not work unless its current readings also reach LibreLinkUp.

### Pump Setups

The right connection depends on both your pump and your sensor.

Choose your pump below, then follow the route for the sensor you use.

#### Omnipod 5

**With Dexcom:** Use the Dexcom instructions above. The readings need to appear in the Dexcom app on an internet-connected phone.

**With FreeStyle Libre 2 Plus or 3 Plus:** Compatible Omnipod systems can share current readings through LibreLinkUp. Link the Omnipod account to LibreView from PodderCentral, then confirm a LibreLinkUp follower can see the readings. Connect that follower account to sugardash.

Sensor, Pod, phone, controller, and data-sharing availability can vary by country and software version. If LibreLinkUp does not show current readings after the accounts are linked, check Omnipod’s current compatibility information before troubleshooting sugardash.

#### Tandem

**With Dexcom:** Use the Dexcom instructions above when the readings also appear in the Dexcom app.

**With FreeStyle Libre:** Use Sugarmate. In Sugarmate, add Tandem as a data source and sign in to Tandem Source. Once Sugarmate shows current readings, connect that same Sugarmate account to sugardash.

This route carries glucose readings. Pump and insulin details may not be included.

#### Medtronic and CareLink

sugardash connects through CareLink. If a Care Partner account can see your current glucose readings in the CareLink Connect app, you can use that account to connect to sugardash. This includes Instinct sensor users—your readings come through CareLink, not LibreLinkUp.

CareLink setup requires the sugardash app for iPhone or Android. Your phone and sugardash must be on the same Wi-Fi while you connect them.

**Before you begin:** Create or choose a CareLink Care Partner account that already follows the pump user and can see current readings. Use this account only with sugardash. If you already use a Care Partner account in the CareLink Connect app or another product, create another Care Partner account for sugardash.

To connect it:

1. Make sure the sugardash appears in the app’s `Devices` tab.
2. Open `Users`, tap `Add User`, enter a display name, and choose `CareLink`.
3. Choose `United States` or `Outside United States`.
4. Tap `Sign in with CareLink` and finish signing in.
5. If the account follows more than one person, choose the person with current data.
6. Choose the one sugardash that should receive this user and tap `Add`.

If setup began on the sugardash, the app may ask `Finish [name]’s setup?`. Tap `Continue`, or open the unfinished user in `Users` and tap `Finish Setup`.

Do not keep the sugardash Care Partner account signed into CareLink Connect or another product. Another sign-in can interrupt the connection. Your usual CareLink account can still be used normally.

A CareLink account or selected patient can be connected to only one sugardash at a time. CareLink users cannot be app-only users and are not copied between devices. To move one, remove it from the original sugardash and add it directly to the new one.

When CareLink supplies them, sugardash may also show active insulin, pump battery, and reservoir amount. Glucose can still work when one of those optional details is missing.

#### Twiist Insiight

Use a Twiist Insiight follower account that can already see the pump user’s current readings.

1. Add or open the user and choose `Twiist Insiight`.
2. Enter the follower email and password.
3. If the account follows more than one person, choose the right person.

The Twiist user’s phone needs Wi-Fi or cellular service so it can keep sending data. If current readings are missing in Twiist Insiight for that follower, they will also be missing on sugardash.

When Twiist provides the information, sugardash may also show active insulin, active carbs, pump battery, cassette amount, loop status, and recent bolus details. It is normal for some of these optional details to be missing while glucose still works.

### Nightscout

If a Nightscout site already shows current glucose in a browser, connecting it to sugardash is simple.

Choose `Nightscout` and enter:

- The Nightscout site URL
- The Secret API Token, if the site requires one

Use the same URL and token that work in the browser. If the site itself is not current, fix that connection first.

### Sugarmate

Use a Sugarmate account that can already see the person whose glucose you want to show.

Choose `Sugarmate` as the source and enter the account’s email and password. sugardash finds the correct regional service automatically. If you see more than one person, choose who you’d like to follow. Your own profile may be marked `(Me)`.

If a physical sugardash needs newer software for Sugarmate, the app-only user can still work while the device is updated. The app and the physical sugardash fetch Sugarmate independently, so their update times may differ by a few seconds.

## 3. Using sugardash

Most everyday actions happen right on the home screen:

- Tap the main display to cycle between `Normal`, `Dark`, and `Screen Off`.
- Long-press in single-user view to move to the next user.
- Long-press a card in multi-user view to open that person’s graph.
- Tap an active alert—or say `Stop`, `OK`, or `Dash` while the blue listening band is visible—to acknowledge it.

### Home Screen

Your numbers are the main event. Around them, you’ll see:

- **Glucose:** the current reading, trend arrow, change from the previous reading, and next-reading countdown
- **Person:** the display name and, in multi-user view, the color assigned to that person
- **Device:** time, Wi-Fi, brightness, volume, graph, and settings controls
- **Alerts:** the alert band and active snooze timer

A red dot on the settings button means a software update is available.

Using CareLink or Twiist? You may also see pump details below your numbers when those details are available.

#### Volume Button

Tap the speaker icon to move through four modes:

- `Quiet`: lower alert volume
- `Loud`: higher alert volume
- `Ramp`: starts quietly and grows louder
- `Mute`: silent unless that alert type has `Mute Override` enabled

`Mute Override` is set separately for each alert type under `Settings > Device Options > Alerts`.

#### Brightness Control

Too bright or too dim? Tap the sun icon at the top of the screen.

- Drag the slider for manual brightness.
- Turn on `Auto Brightness` to let sugardash respond to the room’s light.

#### Snooze Control

See a countdown beside the speaker, such as `30m`? That means alerts are snoozed. Tap it to change the remaining time or choose `End Snooze`.

Snooze applies to the whole sugardash, not only the person who triggered the alert. An urgent alert can still break through a snooze that began with a regular `Low` or `High` alert.

### Graph View

Open graph view by tapping the graph button in single-user view or by pressing and holding a user card in list view.

Tap the time range at the top to switch among `1 hour`, `3 hours`, `6 hours`, and `12 hours`.

The summary cards show:

- Time in range or out of range
- Percent in range
- Sensor use—the amount of expected data sugardash received
- Average glucose

For Twiist users, additional cards may show active insulin, active carbs, the last bolus, pump battery, or cassette amount. Tap those cards to cycle through the available details.

Tap the user summary at the top to leave graph view.

### Screen Modes

Tap the main display to cycle through:

- `Normal`: the standard display
- `Dark`: a lower-light version of the display
- `Screen Off`: turns off the display without turning off sugardash or stopping alerts

### More Than One User

One sugardash can hold up to six users.

Under `Settings > Device Options > Multi-User Options`, choose whether to show a list or cycle through users automatically. If cycling is on, choose how long each user stays on screen.

Unique user colors can make it easier to tell people apart at a glance.

### Show or Hide Users

Temporarily hide someone without deleting their setup—for example, when a student is away from school for the day. This option is available on sugardash and sugardash 2 with software 3.6.13 or later.

1. On the display, open `Settings > Device Options > Multi-User Options > Visible Users`.
2. Turn a person’s switch **off** to hide them.
3. Turn it **on** again when you want to show and monitor them.

Hidden users disappear from that display’s list, cycling and graphs. The display stops checking their readings and, on sugardash 2, pauses their device alerts. Their CGM connection, saved settings and alert preferences stay saved.

Changes save automatically and remain after a restart. You can hide everyone; the home screen will point you back to `Visible Users`, and Settings stays available.

This setting applies only to that display. The person stays in the app, independent phone monitoring continues, and other sugardashes are unaffected.

## 4. Using the iPhone or Android App

Prefer using your phone? The sugardash app for iPhone or Android lets you link your display, see readings, manage users, and adjust settings. You can also use it to respond to alerts.

The app and sugardash are secondary displays. Continue to use your prescribed CGM or meter and follow your clinician’s guidance for treatment decisions.

### Install and Link

Download sugardash for [iPhone (App Store)](https://apps.apple.com/app/id6771991585) or [Android (Google Play)](https://play.google.com/store/apps/details?id=com.sugardash.remote). Sign in or create an account, then allow notifications when asked. On iPhone, also allow Local Network access. On Android, allow any network or nearby-device permission requested by the app.

To link a device:

1. Put your iPhone or Android phone and sugardash on the same Wi-Fi.
2. Open `Devices` and tap `Add sugardash`.
3. Tap `Scan Local Network` if scanning has not started.
4. Choose the sugardash that appears.

The current app requires stable sugardash software version 3.5.0 or later. If the app asks for an update, use `Settings > About Device > Software Update` on the sugardash and scan again.

### Devices and Controls

The `Devices` tab shows each linked sugardash. Open one to see its users, connection, active alert, snooze, brightness, volume, screen mode, software information, and available settings.

Most changes—including adding or removing device users, changing settings, and starting a software update—require your phone and sugardash to be on the same Wi-Fi.

If you own more than one sugardash, the iPhone app can compare compatible settings and copy selected users and settings from one device to another. Wi-Fi, device identity, serial number, and MAC address are never copied. CareLink users stay on their original device and must be added directly to another device.

### Users and App-Only Users

The `Users` tab includes people from linked sugardashes and people saved only in the app.

For Dexcom, LibreLinkUp, Nightscout, Twiist Insiight, and Sugarmate, the app can retrieve glucose directly after you add valid login information. Tap a user for details or open the full-screen landscape display. Swipe in full-screen mode to move between users.

Most CGM sources can be saved without a physical sugardash. When the app asks where to add the user, choose `None`. The app can display that person, but a physical sugardash will not show or alert for them until you add the user to the device.

To add an app-only user later, put your phone and sugardash on the same Wi-Fi, open the user, tap `Add User to sugardash`, and choose the device.

CareLink is the exception: the app completes CareLink sign-in, but the CareLink user must belong to one physical sugardash and cannot remain app-only.

### Away from Home and Notifications

At home, the app connects to sugardash over your Wi-Fi. When you’re away, you can still check a linked display and respond to its alerts over the internet, as long as the display stays online.

When notifications are allowed, your iPhone or Android phone can receive alerts started by a linked physical sugardash. Open the alert to acknowledge it and choose a snooze duration.

App-only users do not create sugardash alerts. Add the user to a physical sugardash and enable the desired alerts there.

## 5. Alerts

You can set up sugardash to get your attention when you need it, and give you some quiet when you don’t.

The sounds, glucose ranges, and snooze times are shared by everyone on the same display. You then turn on the alerts you want for each person you follow. Here’s how to do both.

### Set Up Sounds and Behavior for Your Display

Tap the **three-line menu at the top right** of the display, then open `Settings > Device Options > Alerts`.

Here you can set up:

- **Alert sounds:** Choose an alert type to pick and preview its sound, and choose how long it plays.
- **When to warn you about missing readings:** Open `No Data` to choose how long to wait without a new reading before alerting.
- **How long to pause after an alert:** Open `Snooze Settings` to set the usual snooze times for regular and urgent alerts. There’s more about snoozing below.

To choose the glucose levels that trigger alerts, go to `Settings > Device Options > Glucose Ranges`. These ranges apply to everyone on this display; sugardash doesn’t copy them from your CGM app.

### Turn On Alerts for Each Person

Now tell sugardash which alerts you want for each person:

1. Open `Settings > Users`, tap the person’s name, then tap `Alerts`.
2. Turn on the **On switch at the top** to allow alerts for that person.
3. **Turn on the individual alerts you want:** `Low`, `High`, `Urgent Low`, `Urgent High`, or `No Data`. Leave the others off.

Repeat for each person you follow. You can choose different alerts for different people.

A hidden person does not trigger device alerts. If needed, turn them on again in [Visible Users](#article/show-or-hide-users) to resume monitoring and alerts on this display.

> [!NOTE] Don’t forget to turn on your alerts!
> Choosing a sound in `Device Options` doesn’t turn an alert on. For example, to receive Low alerts for Alex, **both Alex’s main On switch and the Low switch need to be on** in Alex’s alert settings.

### Change the Volume or Mute Alerts

Tap the **speaker icon at the top of the home screen** to change the volume for the whole display:

- **Quiet:** alerts play softly.
- **Loud:** alerts play louder.
- **Ramp:** alerts start quietly and gradually get louder.
- **Mute:** alerts stay silent, unless you’ve turned on Mute Override for that alert type.

**Want an alert to sound even when muted?** Open `Settings > Device Options > Alerts`, choose the alert type, and turn on `Mute Override`. That alert will play at loud volume even when the display is muted.

### Stop or Snooze an Alert

When you’ve noticed an alert, **tap the display that’s sounding** to stop it. You can also say **“Stop,” “OK,” or “Dash”** while the solid blue listening band is visible. The flashing red edge means an alert is sounding; blue means it’s listening for your voice.

You can also stop an alert and snooze it remotely from the sugardash companion app when your linked display is online.

After you respond to an alert, sugardash starts a **snooze—a temporary pause** so it doesn’t immediately ask for your attention again. You can adjust the time in the pop-up. Your alert settings stay the same.

**A countdown beside the speaker icon, such as 30m, means alerts are snoozed.** Tap it to see `Snooze Remaining`, change the time, or choose `End Snooze`. Otherwise, alerts resume when the timer runs out if the alert condition is still present.

Snooze pauses alerts for everyone on that display. Urgent alerts can still sound during a snooze started by a regular Low or High alert. `Urgent Low`, `Urgent High`, and `No Data` count as urgent.

**A short pause after startup or settings is normal.** sugardash usually snoozes for 10 minutes after startup, and for at least 5 minutes when you enter or leave settings. You’re already looking at the display, so it gives you time to check your numbers before asking for your attention again. You can see or end this pause using the same countdown.

### Snooze Your Other sugardashes Too

Have more than one sugardash at home? `Snooze Together` shares a snooze with your other displays on the same Wi-Fi when you acknowledge an alert on the display that’s sounding.

Turn it on for each display under `Settings > Device Options > Alerts > Snooze Settings > Snooze Together`. A longer snooze already running on another display stays in place. Tapping a display that isn’t alerting won’t silence one in another room.

## 6. Settings

Tap the **three-line menu (☰)** in the top right corner of your display to open settings. Here you’ll find:

- **About Device:** your device details, software updates, and factory reset.
- **Language:** choose the language for menus.
- **Time Zone:** make sure the clock shows your local time.
- **Wi-Fi:** connect to or change your network.
- **Users:** add people and change their individual settings.
- **Device Options:** adjust how your display looks and behaves.

Choose a topic below for a closer look. For alert sounds, volume, and snooze, head to [Alerts](#topic/alerts).

### About Device

Open `Settings > About Device` to see your sugardash’s name, model, and software version.

**Software Update** checks for the latest display software. A red dot on the three-line menu means an update is available. The screen may go dark for a couple of minutes while it installs. Give it time to finish; if it doesn’t come back, unplug and reconnect sugardash. Contact us if it still won’t start.

**Disconnect App** removes the display from its linked sugardash app account.

**Factory Reset** clears the display’s settings, disconnects the app account, and takes you back to first-time setup. You’ll need to connect Wi-Fi and add your users again. A reset won’t recover a forgotten CGM password; your CGM provider can help with that.

### Language

Open `Settings > Language` and tap the language you’d like to use for sugardash’s menus.

### Time Zone

Open `Settings > Time Zone` and choose your local time zone. This keeps the clock and your sleep schedule on the right time.

### Wi-Fi Settings

Open `Settings > Wi-Fi` to choose a network or change your connection. Select your 2.4 GHz network and enter its Wi-Fi password.

You can rescan if your network doesn’t appear. This menu also shows the MAC address, which a school or workplace may need to allow your display onto its network.

Having trouble connecting? Start with the [Wi-Fi checks](#article/wi-fi).

### Users

Open `Settings > Users` to add or manage the people you follow. You can have up to six on one sugardash.

Tap a person’s name to change their display name, CGM connection, glucose units, color, or alerts. Each person can have their own settings and a different supported CGM type.

To temporarily remove someone from the display without deleting their setup, use [Show or hide users](#article/show-or-hide-users).

For help connecting their readings, go to [Getting started](#topic/getting-started). To turn on alerts for them, see [Choose your alerts](#article/turn-on-alerts-for-each-person).

### Device Options

Open `Settings > Device Options` to make sugardash feel right for your space:

- **Layout Options:** show or hide the change since the last reading, the person’s name, or a large clock; choose 12- or 24-hour time.
- **Colors:** choose colors for in-range, out-of-range, and urgent readings, or use a different color for each person.
- **Glucose Ranges:** set your Low, High, Urgent Low, and Urgent High levels. These control colors, alerts, and graph summaries for everyone on the display.
- **Multi-User Options:** choose which saved users are visible, show them in a list, or rotate through them automatically with your choice of timing.
- **Sleep Schedule:** choose when the screen should dim and which screen mode to use overnight.

During your sleep schedule, brightness drops to its lowest setting. It returns to the earlier brightness afterward unless you’ve changed it during the night. Turning the screen off doesn’t turn off alerts.

You’ll also see **Alerts** here for sounds and snooze options. To choose which alerts a person gets, use `Users > [User] > Alerts`. The [Alerts guide](#topic/alerts) walks you through both.

## 7. Troubleshooting

**First, check for software updates.**

The latest software includes improvements and fixes that may resolve the issue you’re seeing. Make sure your display and sugardash app are up to date before continuing.

- On your display, open `Settings > About Device > Software Update`.
- On your phone, update sugardash through the [App Store for iPhone](https://apps.apple.com/app/id6771991585) or [Google Play for Android](https://play.google.com/store/apps/details?id=com.sugardash.remote). If you use a beta, update through the service you used to install it.

After updating, try again. If the issue remains, choose a section below.

### Start Here

Check for a display update under `Settings > About Device > Software Update`, and update the sugardash app on your phone. The latest software includes improvements and fixes that may resolve the issue you’re seeing.

Then choose the symptom:

- [Connecting App to sugardash](#article/connecting-app-to-sugardash): the app cannot find or reach your display.
- [No Glucose Data (- - -)](#article/no-glucose-data): the display has no usable reading, even though account setup may have succeeded.
- [Alerts Not Working as Expected](#article/alerts-not-working-as-expected): check enabled alerts, volume, and snooze.
- [Wi-Fi](#article/wi-fi): the display cannot connect to your network or the internet.
- [CGM Account Questions](#article/cgm-account-questions): Login Failure, a forgotten username or password, a child's Dexcom account, or an expired sign-in.

Work through the matching checks before deleting a user or factory-resetting the display. Those steps will not recover a provider password or restore data missing from the provider's service.

### Connecting App to sugardash

Can’t find your display in the app, or having trouble connecting? Start here:

1. Keep sugardash powered on and confirm it is connected to Wi-Fi. If it is not, start with [Wi-Fi](#article/wi-fi).
2. Connect your phone and sugardash to the same local Wi-Fi network. A phone using cellular data or a different network cannot complete local setup.
3. On an iPhone, open `Settings > Apps > sugardash` and allow `Local Network` access. On Android, allow any network or nearby-device permission requested by the app.
4. Return to `Devices > Add sugardash` in the app and tap `Scan Local Network`.
5. If nothing appears, check whether a guest, school, or workplace network prevents devices from seeing one another. Ask the network administrator about device isolation, or try a home network where local devices can communicate.

If the app asks you to update the display, use `Settings > About Device > Software Update` and then retry. Update the phone app too.

**It works from away, but I cannot change a setting.**

Some actions require your phone and display to be on the same Wi-Fi, including adding or removing users, changing device settings, installing updates, and refreshing CareLink sign-in. Return to that network before trying those actions.

**The app connects, but the display has no reading.**

Follow [No Glucose Data (- - -)](#article/no-glucose-data). Connecting the app to the display and connecting the display to your glucose data are separate steps.

If the app still cannot connect after these checks, [contact sugardash support](#article/contact-support) with the exact message, your phone type, and whether you are on home, guest, school, or workplace Wi-Fi.

### No Glucose Data (- - -)

`- - -` means sugardash isn’t receiving glucose readings.

**Start with these checks:**

1. **Is your phone connected to your CGM or pump?**
2. **Is your phone connected to the internet?** Check that sugardash is connected to Wi-Fi too.
3. **Are new glucose readings appearing in your CGM or pump app?** If they’re missing there, they won’t appear on sugardash either.
4. **Is the sharing service having an outage?** This is uncommon, but you can check your provider’s service-status page.

**Setting up for a child who uses Dexcom?**

A common reason for no data is using a parent or caregiver login. Dexcom may let you sign into Clarity with your own login and then choose your child’s profile. **sugardash needs your child’s own login.** It can’t switch from a parent account to a child’s.

Here’s how to find it:

1. On the phone connected to your child’s sensor, open the Dexcom app (not Dexcom Follow).
2. Go to `Account > Profile` and scroll to `Login`.
3. Use the username shown there and that account’s password in sugardash.

[More help with your Dexcom login](#article/dexcom).

Still no readings after these checks? [Contact us](#article/contact-support).

### Alerts Not Working as Expected

If your sugardash 2 isn’t alerting as expected, check these three things:

**1. Make sure the person is visible and their alerts are on.**

Open `Settings > Device Options > Multi-User Options > Visible Users` and make sure the person’s switch is on. Hidden users do not trigger device alerts.

On the display, open `Settings > Users > [User] > Alerts`. Turn on the switch at the top, then enable the alert types you want, such as Low or High. Repeat for each person you follow. Picking an alert sound in Device Options doesn’t turn it on.

Check your thresholds under `Settings > Device Options > Glucose Ranges` too—sugardash doesn’t copy them from your CGM app.

**2. Check the volume.**

Tap the speaker icon at the top of the home screen to choose `Quiet`, `Loud`, or `Ramp`. `Mute` silences alerts unless that alert type has `Mute Override` enabled.

**3. Check for snooze.**

Snooze temporarily pauses alerts after you acknowledge one. It applies to everyone on that display. Urgent alerts can still sound during a regular snooze.

**A countdown beside the speaker icon, such as `30m`, means snooze is active.** Tap it to see `Snooze Remaining`, adjust the time, or choose `End Snooze` to end the pause early. Otherwise, the pause ends when the timer runs out.

Just turned on your display or visited settings? A short automatic snooze is normal while you’re checking the screen.

[Read the quick Alerts guide](#topic/alerts).

### Wi-Fi

sugardash needs a 2.4 GHz Wi-Fi connection with internet access. It will keep trying to reconnect after an interruption.

**At home**

1. Confirm the Wi-Fi network name and password. Your Wi-Fi password is separate from your CGM account password.
2. Move sugardash closer to the router and try again after a minute.
3. Check that the router has 2.4 GHz enabled. If a combined 2.4/5 GHz network will not connect, check the router's band-steering settings or try a separate 2.4 GHz network.
4. Check that other devices can access the internet through that network.

**At school, work, a hotel, or on guest Wi-Fi**

sugardash cannot complete a browser-based sign-in page, also called a captive portal. Ask the network administrator whether they can register or allow the device using its MAC address. Find that address in the Wi-Fi menu or under `Settings > About Device`.

The network also needs to allow internet access to your CGM or pump's sharing service. Registering the MAC address alone may not be enough. If you are setting up the sugardash app, the network must allow your phone and display to communicate locally too.

If sugardash works on your home network or a compatible 2.4 GHz hotspot but not on school or workplace Wi-Fi, share that result with the network administrator. It helps narrow down network restrictions.

**Connected to Wi-Fi, but seeing - - -?** Follow [No Glucose Data (- - -)](#article/no-glucose-data). A Wi-Fi connection alone does not confirm that your provider has current readings available.

If the display still cannot connect, [contact sugardash support](#article/contact-support) with the exact error and which networks you tried.

### CGM Account Questions

Having trouble with your CGM login? Jump to the part that sounds like you:

- [Forgot your username or password?](#article/cgm-account-questions/forgot-your-username-or-password)
- [Parents of Dexcom users](#article/cgm-account-questions/parents-of-dexcom-users)
- [Seeing Login Failure?](#article/cgm-account-questions/seeing-login-failure)
- [CareLink keeps asking you to sign in?](#article/cgm-account-questions/carelink-keeps-asking-you-to-sign-in)
- [Signed in, but no numbers?](#article/cgm-account-questions/signed-in-but-no-numbers)

##### Forgot your username or password?

Use your CGM or pump provider’s `Forgot username` or `Forgot password` link. We wish we could help, but **we can’t look up or reset those details**. If account recovery doesn’t work, their support team can help.

Your sugardash app login and Wi-Fi password are separate from your CGM login.

> [!NOTE] Parents of Dexcom users
> Set up Dexcom years ago and haven’t signed in since? You may have created **both a caregiver account and a child’s account** without remembering it.
>
> Clarity can let you sign in as a caregiver, then choose your child’s profile. **sugardash needs your child’s own username and password.** It can’t make that switch.
>
> Here’s the easiest way to find the right username:
>
> 1. On the phone connected to your child’s sensor, open the **Dexcom app—not Dexcom Follow**.
> 2. Go to `Account > Profile`, then scroll to `Login`.
> 3. Use the username shown there and that account’s password in sugardash.
>
> [More Dexcom sign-in help](#article/dexcom).

##### Seeing Login Failure?

This usually means your CGM service hasn’t accepted the username or password entered. A small typo or an old saved password is easy to miss.

**Leave the error screen open.** It shows the username and password sugardash tried.

**Try signing in with those exact details.** Sign out if needed, then type the details yourself without autofill. Use the service you selected on sugardash:

- **Dexcom:** Sign in to [Dexcom Clarity](https://clarity.dexcom.com/).
- **FreeStyle Libre / LibreLinkUp:** Sign in to the [LibreLinkUp app](https://www.librelinkup.com/) with your follower account.
- **Medtronic / CareLink:** Sign in to CareLink—[United States](https://carelink.minimed.com/) or [outside the United States](https://carelink.minimed.eu/)—with the Care Partner account you use for sugardash. Sign out after checking.
- **Twiist Insiight:** Sign in to the [twiist insiight app](https://apps.apple.com/us/app/twiist-insiight/id6738584896) with your follower account.
- **Sugarmate:** Sign in to the [Sugarmate web app](https://app.sugarmate.io/).

**If they don’t work there either**, use the provider’s account recovery. Once you can sign in, enter the same details on sugardash.

**Dexcom tip:** Find your username in the Dexcom app under `Account > Profile > Login`; use Clarity to check the password. Parents, see the highlighted section above first.

**They work in the provider’s app or website, but still fail here?** Update sugardash, check the selected service and region, then [contact us](#article/contact-support) if it still fails. For a Dexcom phone-number login, choose `Phone Number` during setup.

##### CareLink keeps asking you to sign in?

Using the same Care Partner account in CareLink Connect or another app can interrupt sugardash’s connection. Keep a **separate Care Partner account just for sugardash**. If you used it in CareLink Connect, sign out—closing the app isn’t enough.

To reconnect, put your phone and display on the same Wi-Fi. In the sugardash app, open `Users > [name] > Sign in with CareLink Again` and finish signing in for the right person.

**You don’t need to factory-reset sugardash or delete your app account.** For a new connection or help moving CareLink to another display, see [CareLink setup](#article/medtronic-and-carelink).

##### Signed in, but no numbers?

Seeing `- - -`? Start with [No Glucose Data](#article/no-glucose-data). Changing your password won’t fix readings that aren’t reaching the sharing service.

### Contact Support

**For a forgotten CGM or pump username or password:** use that provider's account recovery tools or contact their account support. sugardash cannot look up or reset those credentials. See [CGM Account Questions](#article/cgm-account-questions).

**For a sugardash problem that remains after troubleshooting:** [contact us](/pages/contact) and include:

- What appears on screen, including the exact error wording
- The CGM or pump setup you use
- The display software version from `Settings > About Device`, plus your phone type and app version if relevant
- Which troubleshooting steps you tried and what happened
- Whether the provider's own app or sharing service has readings, if data is missing

If you include a photo of a login error, cover the username and password first. We do not need those details to investigate.

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