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Troubleshooting

No Glucose Data (Three Dashes)

If the main screen shows three dashes instead of a glucose value, sugardash is not currently receiving data from your CGM service.

sugardash will show No Data after 10 minutes without receiving a new glucose reading. This 10-minute timeout is built into the device and cannot be changed. This is intentional so sugardash does not continue displaying old glucose data as if it were current.

Common causes include:

  • The phone connected to the CGM is not near the sensor
  • The phone has lost internet connection
  • The CGM is warming up
  • The CGM app has stopped sending data

In rare cases, three dashes may also appear if the CGM service itself is temporarily experiencing an issue. When this happens, glucose data will begin appearing again once the service resumes normal operation.

Common Dexcom Parent Account Issue

Another common cause of three dashes for Dexcom users is signing into the wrong Dexcom account.

When Dexcom is set up for a child, there are often two accounts:

  • a parent account
  • a child account

The parent account can view the child’s data in Dexcom Clarity, so many parents assume that is the correct login. But sugardash must connect to the account tied directly to the sensor, which is usually the child account.

If you sign into sugardash with the parent account, the login may work, but glucose data may not appear.

To find the correct Dexcom login:

  • Open the Dexcom app on the phone connected to the CGM
  • Go to Profile → Account
  • Scroll to Login
  • Use the username shown there in sugardash

You can also check by signing into Dexcom Clarity. If you see a Choose a Profile screen, that usually means a parent account is linked to a child account. In that case, the child username is usually the one sugardash needs.

Dexcom Phone Number Logins

If your Dexcom username is a phone number, it must be entered with the country code.

Example (United States):

+15551234567

Do not include spaces, parentheses, or dashes.

WiFi Connection Issues

sugardash requires a 2.4 GHz WiFi network.

Most home routers support this automatically, but some networks combine 2.4 GHz and 5 GHz under the same name. If the device cannot connect, check your router settings or try moving closer to the router.

If the first connection attempt fails during setup, simply try again. sugardash occasionally requires more than one attempt to establish a stable connection.