Message Displays

Abbott occasionally updates their user license agreement/terms and conditions which are required to be agreed to for SugarPixel data synchronization to function. However, the Linkup app does not always properly display these new terms to users.

If your SugarPixel is synced with Libre Linkup and displays the message to Accept Libre Terms, follow these steps below.

1. Connect to your SugarPixel in the app and write down the Linkup username on the CGM Connections screen.
2. This is the Linkup account being used by the SugarPixel and what must be used for logging into the Linkup app to accept the new terms. If this is not your primary Linkup account being used on your phone, you can always login again with that account on your phone app when you are finished accepting the new license agreement.
3. Logout of the Linkup app and login again to accept the new terms and conditions. You must use the login that you wrote down in step 1. If you receive a login error, you have an incorrect password and may need to reset your LInkup password via the app.
4. If you have the Linkup app installed on multiple devices, you may need to logout on all devices to receive the new terms and conditions.
5. If you do not receive the new terms and conditions to agree to when logging in to the Linkup app again, please try deleting and reinstalling the Linkup app.
6. If you have SugarPixel displaying multiple CGMs and both are synced with Linkup accounts, repeat the above steps for both acccounts.
7. Reboot your SugarPixel by unplugging it and plugging it back in after you have accepted the new terms.

This message means you have not fully configured your CGM Connection. You could be missing the entire settings or just a username or password. Please repeat the CGM Connection setup steps.

If SugarPixel displays “Add WiFi”, it means you have not entered a WiFi name, password, or both.

First Time SugarPixel Setup

If this is your first time setting up SugarPixel, start with Setup My SugarPixel and follow all user manual setup screens.

Previously Running SugarPixel

If your SugarPixel was previously working, you have removed the WiFi details from its configuration or have done a factory reset. Repeat the WiFi setup instructions.

This message means the SugarPixel was unable to login to the CGM server. As a first step, open the Firmware Update menu of the app and install the update if one is available.

Dexcom

1. Confirm you have toggled the USA Server switch correctly. If you attempt to login to the wrong server, you will receive a login error.
2. Repeat the Dexcom Setup instructions. Do not proceed to setup SugarPixel unless you have successfully logged into the Dexcom website

Libre

1. Repeat the Linkup login step of the Libre Setup instructions. Do not proceed to setup SugarPixel unless you have successfully logged in again to the Linkup app.

If SugarPixel displays “Check WiFi”, it means there is an issue connecting to your WiFi.

First Time SugarPixel Setup

If this is your first time setting up SugarPixel, please follow the WiFi Home Advanced/Troubleshooting steps if you are connecting to a home wifi. If you are connecting to work, school, university, or other wifi, please read the relevant instructions on the WiFi and Bluetooth setup page.

Previously Running SugarPixel

If your SugarPixel was previously working, please follow the steps on this WiFi troubleshooting page. If this does not solve the issue, your WiFi router may have had its own firmware update. Please follow the Guest Network setup instructions in the the WiFi Home Advanced/Troubleshooting steps.

The animated DOWNLD display indicates that SugarPixel is currently downloading the first CGM data after connecting.

SugarPixel attempts to detect firewall or internet issues and may display this message for several reasons below.

If SugarPixel was previously working normally and displayed this message, your WiFi router most likely needs rebooted. Please restart your WiFi router, wait 5 minutes, and then restart SugarPixel. Do you use a mesh network or WiFi extenders? Don’t forget to restart the nodes also.

If the problem persists, try these steps up to 3 times before reviewing the below details. Even though your SugarPixel was already running, something may have changed with the WiFi you are connected to and these are the most likely solutions.

1Clock Synchronization Takes Too Long

There are some networks that can take extra initialization time during the first connection. This is usually solved with a reboot of your SugarPixel. Unplug your SugarPixel and plug it back in to force a new connection.

If this is your home WiFi and it does not resolve your issue, please try these steps to fully reboot your home internet and WiFi:

1. Unplug your SugarPixel
2. Unplug your home WiFi and modem
3. Plug in your modem (if it is separate from your WiFi router) and wait 5 minutes for it to reconnect
4. Plug in your WiFi router and wait 5 minutes for it to fully boot up
5. Plug in your SugarPixel

If this does not solve your issue, review the below possible causes.

2Captive Portal Issues

A popup screen when connecting to WiFi is called Captive Portal. These are common with hotels, cafes, and other public WiFi which require you to enter an email, accept terms, etc. Even though SugarPixel connects to the WiFi, it is blocked from internet access without being able to display this popup screen. Please see the options for connections on Connecting to Public Wifi (Hotels, Cafes, Cruises, etc).

3University Internet Connection Issue

If you are connecting at a university, this most likely means you are attempting to use the school’s guest network with captive portal or an enterprise WiFi network (email and password to connect). Please read University/College WiFi Setup for more details. Your school most likely is using option 2 from that page to register your device with the wifi connection.

4No Internet Connectivity

There can be other factors where SugarPixel successfully connects to WiFi but has no internet access, such as if your wifi is working but your internet is down. Please connect to the same WiFi using another device and confirm you are able to access the internet.

5Firewall Blocking Time Servers

SugarPixel requires an internet time synchronization immediately after connecting to WiFi. If your firewall is blocking this connection, SugarPixel will be unable to operate correctly. You can read the School/Work IT Firewall Reference document for information about the ports and connections SugarPixel needs. You can also read the Custom Time Server (Advanced Setup) details if you would like to force SugarPixel to use your own internal time server or a specific internet time server.

First Time SugarPixel Setup

You have most likely missed a setup step. Please repeat the full setup instructions for your CGM. The instructions also have a troubleshooting guide at the bottom.

Previously Working SugarPixel

• If SugarPixel was previously working but is unable to download new readings from the CGM servers, it will display the Hour Glass icon and/or No Data screen.
• If you are following multiple users, only the hour glass will display in the space for either user 1 or user 2.
• The most likely cause is that you have no data from your CGM in the phone app. Please check that you have current readings shown in the Dexcom Follow app, Libre Linkup app, Nightscout website, or Gluroo app. If those do not display readings, SugarPixel will not be able to display readings. Resolve the source of the lost data using the CGM manufacturer’s instructions.
• SugarPixel uses an intelligent download timer when is not able to download new readings. Once your CGM and Follower app have readings again, SugarPixel may take up to 15 minutes to display your readings again.
• If you have readings and it has been sufficient time for SugarPixel to synchronize again, something could have gotten changed by removing followers, changing phones, switching from one CGM to another (such as G6 to G7), etc. Please redo the CGM setup instructions.

If SugarPixel displays “Run Hardware Test” when powering on, you must perform a hardware self-test by long pressing the snooze button. You can release the button when SugarPixel displays “Testing” on the screen.

This test will:

1. Cycle the LED for all colors
2. Confirm the sd card slot is functioning
3. Test the speaker with a short audio alert
4. Test the vibration puck with a short vibration

SugarPixel will reboot at the end of the test ready to begin setup when the screen displays “Add WiFi”. You may manually run the hardware test at again at anytime by holding the snooze button while plugging in power.

When SugarPixel is performing a software update, the display will show “UPDATE”. This process should only take a few minutes.

If it displays UPDATE for more than 10 minutes, please restart your SugarPixel and try again if the main menu does not list the new firmware version.

When the update is completed, the screen will display a Success or Fail status and the proceed to reboot automatically. If the Update fails, please try again.

The white and blue animated WiFi display indicates that SugarPixel is in the process of connecting to your WiFi network.

If SugarPixel displays “>- WiFi -\<” in green, it means that is has connected to WiFi successfully but is not able to proceed with the connection to the internet.

First Time SugarPixel Setup

This is can be caused by a few different factors. Occasionally, the connection takes longer than expected. As a first step, reboot your SugarPixel by unplugging it and plugging it back in to see if this resolves the issue.

If that does not resolve the issue, please make sure you are following the setup steps for your specific WiFi type (home, school, university, etc).

Previously Running SugarPixel

If your SugarPixel was previously working, please follow the steps on the WiFi troubleshooting page. This could indicate that there was just a temporary WiFi issue that a reboot will solve.