⚠️ Troubleshooting: No Glucose Data Showing
SugarPixel+ is connected but not displaying readings
1Check the source app
SugarPixel+ can only display readings that exist in your CGM source. Open your Dexcom Follow, LibreLinkUp, Nightscout, Gluroo, or Insiight app and confirm readings are showing there. If they're not, resolve the issue in the source app first.
2Check for an on-screen message
If SugarPixel+ is displaying a status message, note the message text and contact support — tap ? from any menu screen, then Contact Support.
3Re-enter your CGM connection
If your source app has readings but SugarPixel+ still isn't showing them, your connection details may have become invalid — for example, a changed password, a removed follower, or a new phone set up differently. Go to ≡ → Users → [User Name] → CGM/Pump, tap Delete Connections, and re-enter your credentials. See the CGM Connection article for setup steps.
⚠️ Troubleshooting: Alerts Not Firing
Alerts aren't sounding even when glucose is out of range
1Check Quiet Hours
The bell icon in the dock will be red if Quiet Hours are currently active. Go to ≡ → Global Alert Settings → Quiet Hours to review your schedule.
2Check for active snoozes
Open ≡ → Snoozer and check whether any snoozes are active. Tap Clear All Snoozes for the affected user if needed.
3Check per-user alert settings
Go to ≡ → Users → [User Name] → Alerts and confirm the relevant alert type is enabled and the threshold is set correctly.
4Run a test alert
Go to ≡ → Global Alert Settings and tap Test Alert at the bottom of the menu. The test overrides Quiet Hours and snoozes — if it doesn't fire, check that your audio, visual, and adapter settings are configured and enabled.
⚠️ Troubleshooting: WiFi Not Connecting
SugarPixel+ won't connect to your network
If the WiFi icon in the dock is red and SugarPixel+ isn't reconnecting, go to ≡ → General Settings → WiFi, delete the saved network, and reconnect from scratch.
⚠️ Troubleshooting: Alert Adapter Not Working
The bed shaker or Alert Adapter isn't responding
The light on the Alert Adapter glows blue when connected. If the light is off or the adapter isn't responding:
1Confirm pairing
Go to ≡ → Global Alert Settings → Manage Paired Adapters and confirm the adapter is listed.
2Re-pair if missing
If it's not listed, re-pair it using the 6-digit PIN printed on the bottom of the adapter.
3Run a test alert
Go to ≡ → Global Alert Settings and tap Test Alert to confirm the adapter is working.
Getting Help
If you're experiencing an issue you can't resolve, open the ? help panel from any menu screen and tap Contact Support to reach our team directly.
Use the Next Article in Topic button to continue setup.