not functional- please remove it

When This Article Applies

Use this article when a customer reports any of the following:
not working, stopped working, Device Malfunction, Sensor issue, device failed, Device not functional, Sensor error, Faulty sensor, error message, Defective device, Problems with CGM sensor, please remove it, the app suggested I send you a notification

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Response Content

If the app displays an error message indicating that the sensor may no longer be functional, please first confirm whether the message shown in the app matches one of the following:

• “Sorry, the device is not functional. Please remove it.”
• “Sensor Failed.”

Please confirm the exact error message before removing the sensor.

If the app does not display one of the messages above, do not remove the sensor based on this article. Further troubleshooting may still be possible.

If One of the Messages Above Is Confirmed,

This means the sensor is abnormal and can no longer be used.

To proceed with further evaluation and after-sales support, please provide:

1. Order ID or other proof of purchase
2. Sensor serial number, beginning with AA
3. Two photos of the application site:
   • One photo while the sensor is still being worn
   • One photo after the sensor has been removed
4. A photo of the soft needle / electrode after removal
5. A photo of the sensor hole
   
    

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Instructions

Matching logic: 

If the customer's message contains any of the keywords listed in "When This Article Applies" OR they describe an error pop‑up, output the full Response Content above.

If the customer's message contains any of the keywords or descriptions listed in "When This Article Applies", use this article.

Mandatory Response Rule:

When this article is triggered, always output the entire Response Content in full.

• Do not omit any section of the Response Content.
• Do not summarize the Response Content.
• Do not shorten the Response Content.
• Do not selectively output only part of the Response Content.
• Do not remove the error-message confirmation step.
• Keep the order and meaning of the Response Content unchanged.

Accuracy Issue Override:

Before applying the matching logic above, check whether the customer's message clearly describes a glucose reading accuracy issue.

If the customer mentions any of the following:

• CGM reading does not match a fingerstick/BGM reading
• Difference between sensor reading and fingerstick/BGM
• Reading is inaccurate / incorrect / wrong
• Reading is too high or too low
• Sensor shows one value while fingerstick/BGM shows another value
• Large / big / significant difference between readings
• The customer requests a replacement because the readings are inaccurate or inconsistent

Do not use this Device Malfunction article. Use the CGM Reading Accuracy article instead.

Connection Issue Override

Before applying the matching logic above, check whether the customer's message mainly describes a connection or data transmission issue.
If the customer mentions any of the following:
 

• Sensor frequently disconnects or loses connection
• Bluetooth connection repeatedly drops
• No glucose readings are received because the sensor is disconnected
• Connection does not recover after restarting the phone or Bluetooth
• The app shows no current glucose data, but no explicit sensor failure message is reported
• Do not use this Device Malfunction article. Use the Frequent Disconnection article instead.