Resources and FAQs

If a device error occurs, the app displays a "device errors" message because it detects that the readings might be inaccurate. This mechanism is designed to withhold the readings during this period. Please wait patiently until the data stabilises and reappears.

If "Device Error" appears in the app within a few days after inserting the sensor: This issue is typically caused by choosing an insertion site with little or no fat using an improper insertion technique, or by the sensor being hit—resulting in the sensor electrode's base being repeatedly compressed and damaged. Please contact GlucoRx for assistance.

If this prompt appears later in the wearing period (for example after a week), it is likely because the adhesive patch has lost its stickiness or the sensor has been dislodged, causing it to become loose.

In general if a “Device error” message appears, it will usually resolve itself and the system will return to normal readings. If the error message persists for more than four hours, remove the sensor and replace it with a new one.

When you travel across time zones, both the device’s data recording mechanisms and the app must accommodate the time difference. As a result, you may see overlapping or broken glucose curves on the main page.

This ensures data integrity by preserving the local time stamps of each CGM reading, accurately reflecting the actual chronological order of data collection. For example if a hypo event occurs at 18:00 in time zone A, then upon moving to time zone B (which is six hours behind), the portion of the CGM curve recorded in zone A remains aligned with zone A’s time, while new readings in zone B shift six hours earlier. This may cause overlapping curves.

If we instead adjusted the time stamps from zone A to zone B, the 18:00 hypo event would be shown as occurring at 12:00, which would be misleading. Keeping each reading at its local time preserves an accurate record of when events actually happened.

Calibrate the CGM to stabilise the readings and recalibrate again after 2 days

CGM measures the glucose in interstitial fluid, BGM measures glucose in capillary whole blood. There is a time lag between the two. This is perfectly normal.

In general, the adhesive patch provides sufficient stickiness to meet the requirements of most medical devices. However, the following factors should be carefully considered and addressed:

• Inadequate disinfection and cleaning of the insertion site.
• Wearing the CGM immediately after bathing, especially if lubricating body wash or similar products have been used.
• Skin characteristics, such as excessive oiliness, sweating or loose skin at the insertion site.
• Accidental dislodging or friction when putting on or removing clothing.
• The patch becoming loose or losing its adhesive properties over time.

The sensor has a proven MARD result of 8.66%

MARD = Mean Absolute Relative Difference; a measurement of on average how far away the sensor reading is from the Blood glucose reading. This is regardless of whether the reading is above or below the YSI value.