12 • Troubleshooting | Dexcom ONE+ User Guide
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Can't hear alerts
Issue
You can't hear your alerts from your app.
Solution
See the Check settings section of the Safety information chapter as well as the following:
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Phone is on: Verify that the app, Bluetooth, sound, and notifications are on, and the volume is loud enough for you to hear
it. App is on when it's open and/or running in the background. Swiping up on the app in preview closes it.
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Phone settings:
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Fix any phone setting issues the app alerts you about.
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These phone features stop your alerts and app from working:
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Apple features include: Screen Time and Low Power Mode
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Android features include: Focus Mode, App Pause, and Battery Saver Mode
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For more information, go to Profile > Recommended settings.
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Phone operating system: Automatic updates of the app or your device operating system can change settings or shut
down the app. Update manually, and verify correct device settings afterward. Before upgrading your smart device or its
operating system, check dexcom.com/compatibility.
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Alert settings: Make sure you use sounds that you can hear for each alert. For more information, go to the Alerts chapter.
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Phone speaker: See your smart device product instructions to test the speaker.
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Bluetooth speaker, earphones, etc.: Verify you're getting your alerts where you want them.
Issue
Your receiver doesn't make a sound when you get an alert.
Solution
Here are some items to check if you can't hear alerts:
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Receiver is on: Verify that the receiver is on.
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Alert sounds:
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Make sure you aren't using Vibrate Only. Dexcom ONE+ optional alerts won't override your display device settings. If
your receiver is set to Vibrate, you won't hear your alerts. For more information, go to the Alerts chapter.
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Change your alert sounds to one you can hear easily. For more information, go to the Alerts chapter.
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Test speakers: Test your receiver speakers regularly by plugging in the receiver to charge and following the speaker test
instructions on the screen, or go to Menu > Information > Receiver > Speaker test.
Can't see receiver screen
Issue
It's hard to see what's displayed on the receiver screen.
Solution
Check these items, in order:
1. Turn off screen (either by pushing the Back button or by not pushing any button for 30 seconds). Then press a receiver
button to wake it up and light the screen.
2. If you're in bright sunlight, try changing the screen brightness at Menu > Settings > Display > Screen brightness or
moving to a shaded location.
3. Turn receiver off at Menu > Power off. Then turn it back on by pressing the Select button for 3-5 seconds.
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