If your CGM sensor isn’t scanning or working properly, follow these troubleshooting steps to resolve the issue.
1️⃣ Check Sensor Application
Ensure the sensor was applied correctly following the instructions. The sensor tip must be properly inserted under the skin.
If the sensor was partially dislodged or not fully adhered, it may not function correctly.
2️⃣ Allow Time for Calibration
After applying a new sensor, wait 60 minutes for it to calibrate. It will not work before this time.
3️⃣ Check Your Phone & Scanning Method
Ensure your phone is close enough to the sensor when manually scanning.
Make sure Bluetooth is enabled (for Freestyle Libre 2 users).
Avoid sources of electromagnetic interference, such as speakers, electrical boxes, or other powered devices.
4️⃣ Environmental Factors to Consider
Extreme temperatures (hot or cold) can affect sensor performance. If exposed to high heat (e.g., sauna) or extreme cold (e.g., ice bath), move to a neutral temperature environment and try again.
5️⃣ Using Multiple Sensors?
Only one sensor can be active at a time. If you’ve started a new sensor, you will no longer be able to scan the old one.
6️⃣ Wait & Try Again
If the issue persists, wait 10 minutes and try scanning again.
7️⃣ Check Sensor Lifespan
Have you been using your sensor for 14 days or more? If so, it has reached the end of its lifespan and will need to be replaced with a new one.
8️⃣ Contact Vively Support for Assistance
If none of the above steps resolve the issue, your sensor may be faulty.
Please email contact@vively.com.au. We will assess the issue and determine if you qualify for a replacement sensor. We’re here to help!