First time SugarPixel Setup
Follow the troubleshooting steps for your CGM in the initial setup instructions. If you have already redone those steps, reach out to support with the screenshots at the bottom of this page
SugarPixel was previously working
Does Dexcom Follow, Libre Linkup, Nightscout, or Gluroo show readings?
If the follower service for your CGM connection does not have readings, SugarPixel will not be able to display readings. Once your follower service has readings, SugarPixel will start displaying readings within 15 minutes.
Did you recently change CGM apps, phones, reinstall the CGM app, etc?
You may have used a different CGM login or forgotten to setup follower connections. Follow the troubleshooting steps for your CGM in the initial setup instructions. If you have already completed those steps, please send the screenshots requested below
If you are still unable to solve the issue, please send the below details for support.
Screenshots needed for support:
- SugarPixel CGM Connections screen
- Dexcom App Account screen showing Login section with username
- Dexcom App sharing screen
- Dexcom Follow app main screen from a follower's phone
- Dexcom Clarity website (not app) using the same login as SugarPixel
- SugarPixel CGM Connections screen
- Libre app Account screen showing username email
- Linkup app Account screen showing username email
- Linkup app main screen showing readings
If the SugarPixel app cannot connect, follow the steps below in order.
Restart Both Devices
- Reboot your phone
- Unplug SugarPixel and plug it back in
- Try connecting again in the app
If you previously forgot to tap Disconnect in the app, this often resolves the issue.
Check App Permissions
Open your phone's Settings → Apps → SugarPixel and confirm all permissions are allowed. Then reopen the app and try connecting again.
If the app shows "Stopped", also ensure Bluetooth is enabled on your phone.
Remove and Re-Pair Bluetooth
An incorrect secure pairing code is the most common cause of connection failure.
SugarPixel displays a unique 6-digit pairing code on its screen when pairing. If the wrong code was entered, your phone may show “connected,” but SugarPixel will not send data.
To fix:
- Open your phone's Bluetooth settings
- Find the saved SugarPixel device
- Select Unpair / Forget / Delete
- Restart your phone
- Unplug and replug SugarPixel
- Open the SugarPixel app and reconnect
- When prompted, enter the 6-digit code shown on the SugarPixel display
Manual Pairing (If Needed)
If the app still cannot connect:
- Remove any saved SugarPixel in Bluetooth settings
- Restart phone and SugarPixel
- In phone Bluetooth settings, tap SugarPixel when it appears
- Enter the 6-digit pairing code
- If it shows “Connected,” tap to Disconnect (do not forget)
- Reboot SugarPixel
- Open the SugarPixel app and connect
If You're Prompted for Pairing Every Time
If you must repeat pairing steps or enter the code every time, the Bluetooth storage may be full.
To reset:
- Connect to SugarPixel in the app
- Go to Menu → Reset → Reset Bluetooth
- On your phone, remove the saved SugarPixel device
- Repeat pairing from the app using the 6-digit code
If multiple phones have connected before, remove SugarPixel from Bluetooth settings on each device.
If SugarPixel was previously working and now displays these WiFi messages, your router likely needs to be restarted.
- Restart your WiFi router
- Wait 5 minutes
- Unplug SugarPixel and plug it back in
If you use a mesh network or WiFi extenders, restart all nodes as well.
If the issue continues, repeat these steps up to three times.
If this is your first setup — or restarting does not resolve the issue — follow the Home Wifi Advanced/Troubleshooting setup for guest networks.
You have enabled Night Display Mode under Display Options. You can read about this functionality on the user manual page for the Display Options.
After tapping Install in the app, SugarPixel should display “UPDATE” within a few seconds and take several minutes to complete.
If:
- “UPDATE” does not appear, or
- SugarPixel restarts quickly without installing the new version, or
- UPDATE displays for more than 10 minutes
…the update download likely failed due to a WiFi or internet issue.
To retry:
- Reboot your phone
- Unplug SugarPixel and plug it back in
- Temporarily disable WiFi on your phone
- Open the app and start the update again
Only follow these steps if:
- Your SugarPixel was purchased before September 2022 and has never been updated to the mobile app–compatible version, or
- A WiFi issue is preventing the over-the-air update from installing(First try: reboot phone, reboot SugarPixel, disable phone WiFi, and retry the update in the app.)
If you are unsure whether this applies to you, contact support before proceeding.
What You'll Need
- A micro SD card
- A computer or phone that can access the SD card
If needed, use a USB SD card reader compatible with your device.
Prefer not to do this manually? You can order a preloaded SD card that installs automatically when inserted and powered on.
Manual Update Steps
Prepare SugarPixel and SD card
- Unplug SugarPixel.
- Remove the SD card from the back (if previously installed).
- Insert the SD card into your computer.
Prepare the update file
- Download the latest version from the SugarPixel Release Notes page.
- Unzip the download. You should have a file named update.bin.
- Copy update.bin to the SD card (not inside a folder).
- Eject the SD card.
Important:
Install the Update
- Reinsert the SD card fully into SugarPixel (metal contacts facing down).
- Plug SugarPixel back into power.
What Should Happen
- After the boot animation, the screen should display “UPDATE”
- When complete, you will see a success or failure message
- SugarPixel will restart automatically
If you do not see “UPDATE”:
- Format the SD card using FAT, FAT16, or FAT32
- Repeat the steps above
After a successful update, the screen will display: “Add WiFi”
If the screen says “CONFIG”, the update did not install correctly.
If the app is not connecting, it is usually caused by one of the issues below.
Previously Connected, But No Longer shows in the App
Most commonly, the Disconnect button was not tapped after the last configuration session. The app is not designed to stay connected continuously.
To fix:
- Unplug SugarPixel.
- Plug it back in to reboot.
- Open the app and reconnect.
Going forward, always tap Disconnect when finished editing settings.
SugarPixel Purchased Before September 2022
The mobile app–compatible firmware was released in September 2022.
If your SugarPixel has never been updated since then, it must be updated before it can work with the app.
How to check:
- Restart SugarPixel.
- If the display shows “CONFIG” during boot, it is running outdated software.
Follow these instructions to update the firmware using the SD card.
Display Shows “Run Hardware Test”
A step was skipped during initial setup.
To resolve, follow all setup instructions here.
If the app shows “Stopped”
- Bluetooth is turned off on your phone, and/or
- The SugarPixel app does not have required permissions enabled
Open your phone's Settings → Bluetooth and confirm it is on. Then check that all permissions for the SugarPixel app are allowed.
If your reading appears “stuck” or not updating, there are a few common causes.
Is the BG value shown in blue?
Blue indicates that SugarPixel is not receiving new readings from your data source.
This commonly happens due to:
- Sensor warmup, signal loss, or sensor error
- The CGM phone having no internet connection
- The CGM app not uploading
- A temporary CGM server outage
If your Dexcom Follow app, Libre LinkUp app, Gluroo app, or Nightscout site is not showing current readings, SugarPixel will not update either. In these cases, you will need to wait for the upstream issue to resolve.
Does your follower app show current readings, but SugarPixel is delayed more than 15 minutes (and not blue)?
This usually indicates a WiFi network issue — most commonly mesh networks or WiFi extenders.
If you use:
- A mesh WiFi system (multiple small nodes around your home), or
- WiFi extenders
These setups can prevent stable communication even if other devices appear to work normally.
Please follow the Home WiFi Advanced / Troubleshooting guide and set up a 2.4GHz Guest Network, then connect SugarPixel to that network. This resolves the issue in most cases.
SugarPixel provides functionality to perform a hardware test. This can be used to check for hardware issues.
- Unplug SugarPixel: be sure to unplug both ends of the cable, the vibration puck, and the power adapter from the wall.
- Plug in the vibration puck
- Plug the power cable into SugarPixel
- Plug the other end of the power cable into the wall adapter (but not in the wall)
- Hold down the snooze button and then plug the power adapter into the wall
- The screen will immediately show "testing". You can release the button when you see this.
- It will cycle through colors on the LED, an sd card test, the vibration puck, and the sound.