Using my first batch of Dexcom 7 sensors, I have had half of them fail to pair. Each time required a call to Dexcom for replacement, and they did replace them. I asked repeatedly if it could be the batch, and they could or would not answer. The last time today I asked to speak to a supervisor and have been on hold waiting for 35 minutes thus far. I did make a report to the FDA, for all the good that might do right now. Has anyone had pairing problems please to this extent.
Lee
For what I’ve read it’s less a failure to pair and more a failure to turn the sensor on when it is inserted. There’s a magnet in the inserter that holds a switch open. Sometimes the switch sticks open. People have reported using using the inserter or a strong magnet to unstick the switch. Here’s a pic of the magnet from another forum…
Thank you Chris. I will try that the next time. Is there any particular place on the sensor over which to rub the magnet. DexCom did not seem anywhere near as concerned as I did. Have you had this happen much?
Lee
Lee @lee.s.schwartz, I haven’t experienced anything as serious as what happened to you. Been using G7 for a year and a half and only one, last November, failed to pair. The agent with whom I worked appeared concerned and appeared to be concerned, asked me a few questions and requested that I return both the sensor and applicator for evaluation - the return packaging came with the replacement sensor.
Are you pairing with a Dexcom reader, or with a cell phone? I find that resetting the network settings on my iPhone clears things out if my phone is acting “buggy.”
I am pairing with my I phone. But dont you find it hard clearing all your setting and having to do them all over again?
Lee
Thanks Dennis. That’s what makes me think that I must be doing something wrong, but there really isn’t much variation and how you can do it and they have never wanted the broken one back. They just tell me to throw it out even after I ask if they could look at it. Today, I asked to speak to a supervisor. I’m still waiting.
My biggest concern is traveling outside the US with this pairing issue
Lee
I gotta admit, I’m still on the G6. I just have too much time to read the internet these days. I took a look and didn’t find a picture of the G7 marked up with where the magnet is next to it. Since you have some bad sensors handy any chance you’d be willing to figure out the spot the inserter magnet is next to and post a picture? I assume, and please tell me if I’m wrong, the G7 shape only fits in the inserter one way.
Just to make sure, will the sensor not pair with two of the following three devices?
Chris @spdif, for me, three out of three.
As I designate my tSlim as primary receiver I always pair it first. It appeared to pair but immediately gave a reading as (—).
Next I paired (attempted) my Android phone; after a short while I received a message something like “Can not pair, use new sensor”. Note: I could not raise a Bluetooth signal [DXCMxx] with any signal scanner.
When I went to get a fresh sensor off the shelf, I also picked up my DexCom Receiver just to see if that might work before I opened the new sensor box - it didn’t pair.
Additional information, not directly related. Part of the process when pairing the tSlim pump involves unpairing the old sensor [transmitter]. When pairing my phone, it added a new transmitter ID to all the other codes stored as paired devices. I’ve found that getting rid of old transmitter device codes [usually in the form of DXCMxx], speeds up the new sensor connection time.
When I’ve reset my network settings it did clear my wifi password so I had to log back into my home home network as well as this website. Otherwise everything remained the same while the issue disappeared.
Is the G7 the first Dexcom you’ve used? My first was the G4 and I had a rep train me on that. After that, with each upgrade I followed the instructions and/or watched video training - and even so insertion was a bit intimidating the first couple of times. A session with a trainer might be helpful.
No. I have used Dex com from the start. Thanks I never had a problem before . But I already planning to see one of the nurses in my doctor’s office.
Lee
I hope they’re able to shed some light - keep us posted!
@Dennis the failure you describe matches the criteria of the sensor not having power so if that happens again or is what is @lee.s.schwartz is experiencing trying to run a magnet over the edge the of the sensor is worth a try. Admittedly it can’t fix a dead battery or a sensor microcontroller error.
Lee you mentioned seeing you provider and travelling out of the country. If this issue has you concerned and if you are due for a refill soon consider asking your provider to switch you back to the G6 for now. Definitely a sledgehammer of a solution but it is a solution.
I am fortunate to have enough supplies. I am going to see the diabetes nurse in a few weeks when they were able to get me in, just to be sure there isn’t something I not doing. But for now my confidence in the Dexcom 7 is flagging. This is especially so after the last tech support person told me he has other calls from people with the same problem.
Thank you
Lee
I have had this pairing difficulty but when I found, on one of these forums, the trick with the magnet, I tried it and it worked. I had to try a few times by holding the tiny magnet in the inserter over the sensor but it solved the problem.
Thank you Terry. I am definitely going to try that if/ when the next one fails. There is nothing to lose.
Lee
@lee.s.schwartz @gtanse the magnet location on the G7 is as follows
Looking at the sensor, the location of the magnetic switch is roughly 1 o’clock
The physical switch is under the plastic ON THE SIDE of the sensor so you want to put the strong magnet on the edge
I used a marker showing where the switch is.
good luck 
Regarding the magnet activation: From other sources I’ve read, most folks don’t try to remove the little magnet from the inserter to use in activating (though a few collect them), they just use a kitchen refrigerator magnet more easily had. From looking at the sensor needle and magnet location in an inserter, the activation location (looking at an inserted sensor with the needle hole at the top) of the sensor activating switch appears to be to the lower right of the hole. However, with most fridge magnet sizes it shouldn’t matter.
