Not functional

When This Article Applies

Use this article when users report that the sensor cannot continue to be used or the app indicates that the sensor needs to be replaced or removed.

Common situations include:

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 sensor shows a failure message or indicates that it needs to be removed or replaced, this means the sensor cannot continue normal operation.

To help with further evaluation, please provide the following information:

1. Sensor information:
- Sensor AA code shown in the app

2. Sensor condition:
- Photo of the sensor while worn (if applicable)
- Photo of the sensor after removal
- Photo of the electrode/soft needle after removal
- Photo of the sensor hole

3. Error information:
- Screenshot of the error message

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Instructions

Matching logic:

Use this article when users mention:

- Sensor Failed
- Sensor is abnormal and needs replacement
- Sensor needs to be removed
- Device is not functional
- Sensor stopped working and cannot recover

This article applies whether the issue occurs:
- During initialization
- Shortly after activation
- During sensor wear

Do not use this article when the user only mentions:
- Device Error

Use Device Error article instead.