Dexcom is a continuous glucose monitoring system (CGM) that can be set up to automatically transfer data to Glooko every 4-6 hours. Sometimes the connection may be interrupted and you will no longer see data coming through to Glooko.
Reasons include, but are not limited to:
- Dexcom password change
- Switch of phones where the Dexcom app is installed
- Switch from one Dexcom model to another, for example G6 to G7
- Missing data in Dexcom Clarity
If you see that your Dexcom data is no longer coming through, we recommend checking the connection through your Dexcom account:
Depending on what you see, different solutions that may apply:
- No longer Connected
- Connected, but no longer Syncing (Sync date is not the same as today)
- Connected and Syncing, but still no data
Check Connection Status via the Glooko Web App
- Go to my.glooko.com in your web browser, and log into your Glooko account.
- Go to the Devices tab at the top of the page.
- Find Dexcom under My Cloud Connections
- Check Connection status and last sync stamp
Check Connection Status via the Glooko Mobile App
- Open the Glooko Mobile app, and log in if necessary
- Click on Sync device
- Find Dexcom in your list of devices
- Check Connection status and last sync stamp
No longer Connected
If you see that your Dexcom is no longer connected, you will need to reconnect it through your Glooko account. Please see the following instructions on how to reconnect/set up your Dexcom account with Glooko: How do I connect my Dexcom account to Glooko®?
Connected, but no longer Syncing (Sync date is not the same as Today)
Dexcom should sync automatically every 4-6 hours. If you see that your Dexcom is connected, but the synchronization date stamp is not today, then the synchronization may have stopped working.
To fix this, please disconnect and reconnect your Dexcom account from Glooko:
Connected and Syncing, but still no data
If you see that Dexcom is connected and it has synced within the last 4-6 hours, then the issue may be with the connection itself in Dexcom. The Dexcom sensor sends data to the Dexcom app, and onwards to a system called Dexcom Clarity. Glooko then retrieves the data from Dexcom Clarity into Glooko.
If data is not synced all the way to Dexcom Clarity, then the data will not be possible to retrieve into Glooko. To check that your data is available in Dexcom Clarity, please try the following:
- Navigate to Dexcom Clarity:
- For Canadian, EU, and UK users: clarity.dexcom.eu
- For US users: clarity.dexcom.com
- Log into your Dexcom account
- Check the date of the latest available data
When you've logged in, you should get a report with the last 14 days of available data. If this is not from today, or you get a screen telling you to install the Clarity Uploader, then there may not be any updated data coming through to Clarity.
In that case, you can try logging out and in on your Dexcom app, but if you still don't see any data on Clarity, we recommend contacting Dexcom support.