Troubleshooting
No glucose data or three dashes
No glucose data or three dashes
Three dashes mean sugardash has not received a new glucose reading in the last 10 minutes. The display hides the old number on purpose and will begin showing readings again as soon as fresh data arrives.
Start with the app or service that normally shows the glucose reading. If it is also missing or old, bring the CGM phone near the sensor, make sure it is online, and wait for warmup or an outage to clear. If the reading is current there, check that sugardash is connected to the right service and account.
Dexcom users should sign in with the account used by the person wearing the sensor—not a Dexcom Follow login. A parent account that only views a child in Clarity may sign in successfully but still return no readings.
My CGM account won’t connect
My CGM account won’t connect
Check that you chose the right service and entered the username, password, and region exactly as that service expects.
Dexcom: use the account belonging to the person wearing the sensor, not a Dexcom Follow login. If the username is a phone number, include the country code with no spaces or dashes—for example, +15551234567.
LibreLinkUp: use an account that can already see current readings in LibreLinkUp. twiist: use a follower account. CareLink: connect through the iPhone or Android app with a Care Partner account used only for sugardash.
For Nightscout or Sugarmate, copy the connection details exactly as they appear in that service. If the service itself is working but sugardash still will not connect, contact us and include the service name and the message shown on screen.
Can’t connect to Wi-Fi
Can’t connect to Wi-Fi
sugardash uses 2.4 GHz Wi-Fi with WPA or WPA2 security. Most home routers provide this automatically, even when 2.4 GHz and 5 GHz share the same network name. Move sugardash closer to the router and try the connection again.
Networks that open a web page before connecting—common in hotels, schools, and hospitals—are not supported directly. A personal hotspot may work instead, or the network administrator can allow the device using the MAC address shown under Settings > About Device.