> ## Documentation Index
> Fetch the complete documentation index at: https://support.customtypeone.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Dexcom: No Data or Hourglass Icon

> SugarPixel+ connected to Dexcom but no readings are downloading

<Info>
  **Start here:** make sure your SugarPixel+ has the latest software installed. Install any update you've been notified about, and check your version under **≡ → General Settings → System**.
</Info>

This means SugarPixel+ reached Dexcom successfully but there are no readings available to download. Almost always caused by a missed setup step.

* **Wrong username** — especially using a caregiver/parent login instead of the dependent's username shown in the Dexcom app.
* **Sharing not active** — Sharing must be enabled with at least one follower in the Dexcom app.
* **Dexcom Follow app has no readings** — if your Follow app isn't showing current readings, SugarPixel+ won't either. Resolve the upstream issue first; SugarPixel+ will update within 15 minutes once readings appear.
* **Recently changed phones, reinstalled the app, or switched CGM apps** — you may have logged in with a different account or skipped re-enabling Sharing and followers. Redo steps 1–2 carefully.

You can verify you're using the correct login by checking the **Daily Report** on [Clarity](https://clarity.dexcom.com) ([clarity.dexcom.eu](https://clarity.dexcom.eu) outside USA) — current readings will appear there if the login is correct.

Tap **Delete Connections** in SugarPixel+, re-do steps 1–2 carefully, then try again.


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