Missing glucose data

① Scenario Description & Corresponding Photos

The glucose data is missing.

② Possible Causes

• Collision, friction, body compression during sleep, strenuous exercise and other situations during wear may loosen the sensor. Glucose data obtained in this period is unstable, so the system automatically shields such data.
• The sensor shall be used within the normal ambient temperature range. Excessively high or low body surface temperature will trigger the "device error" alert. The generated glucose data is unstable and will be shielded, resulting in data gaps. Monitoring will resume once the temperature returns to normal.
• Data will be blocked due to abnormalities when the APP shows the "device error" prompt.

 

③ Troubleshooting Steps

1. Guide the user to refresh the app interface or restart the app.
2. Comfort the customer that this will not affect subsequent use, and explain the scenarios that cause data loss.
3. Confirm if they have encountered a device error or had collisions and friction.
4. If the customer still cannot accept the explanation, share the case in the group chat for further analysis.

Script

Thank you for your patience.

You may have noticed some gaps in your glucose monitoring timeline recently – we understand this can be confusing, and we want to explain what happened.

During a short period, your sensor encountered some instability. When this happens, our system automatically blocks the affected data as a safety precaution. This is why you're seeing breaks in the timeline – but please know that this does not mean anything is wrong with how you're using the sensor.

A few common reasons:

1. Physical movement or pressure – A bump, friction, sleeping on the sensor, or intense exercise can sometimes cause the sensor to shift slightly, leading to unstable readings.
2. Temperature changes – If your skin temperature becomes too high or too low, the sensor may temporarily stop providing reliable data. Once the temperature returns to normal, monitoring will resume on its own.
3. A "Device Error" alert in the app – If you saw this message, the system automatically blocks data during that period as a safety measure.

What you can do:

• Please rest assured – this is a normal safety feature. The system temporarily blocks abnormal readings to ensure the accuracy of the data shown in the app. This will not affect your future use of the sensor.
• Simply try to avoid the situations mentioned above (such as strong bumps, pressure on the sensor, or extreme temperatures), and the sensor will continue to work normally.
• If you remember experiencing a strong bump, pressure while sleeping, or a device error, that likely explains the gap.

We hope this helps clarify things. If you're still concerned or would like us to take another look, please feel free to reply to this message. We're always here to help.