This article assumes you have:
- Tidepool+ with the TIDE Dashboard enabled on your account. If this is something you are interested in learning more about for your clinic or organization, please reach out to the Tidepool team here.
If your patients have issues with their Dexcom account connectivity, they will show up in the Data Issues section of TIDE Dashboard.
Dexcom Connection Status States
Connected - A patient can be successfully connected to their Dexcom account, but Tidepool is not receiving data. In this situation, you will see a number under Days Since Last Data indicating how long it has been since the patient's Dexcom account last sent data to Tidepool.
To address this issue: Follow up with the patient to ask if they are wearing their sensor and if they potentially need more supplies.
Invite Sent - This status appears when the patient has not responded to the invite to share their Dexcom data but has not acted on the invite and authorized their Dexcom account to connect to Tidepool.
To address this issue: Follow up with the patient and ask them to authorize their Dexcom account to link to Tidepool. You can use the patient list to access the three dot menu and select Bring Data into Tidepool and resend the invite if needed.
Invite Expired - This status appears when the patient has not responded to the invite to share their Dexcom data and the original invite has become invalid.
To address this issue: Resend the Dexcom invitation email by clicking View when hovering over the status to open the Bring Data into Tidepool window.
Patient Disconnected: This status appears when the patient has taken action to disconnect their Dexcom Clarity account from their Tidepool account.
To address this issue: Follow up with the patient and explain why the Dexcom cloud connection needs to be active in order to review their data. The patient can log into their Tidepool account on their smartphone or computer and reconnect their Dexcom account.
Error Connecting: This status appears when Dexcom stops sending data to Tidepool. This occurs if the patient updates their Dexcom password or disconnects from Tidepool in their Dexcom smartphone app. It can also be the result of an issue with the Dexcom Clarity website.
To address this issue: Follow up with the patient and explain why the Dexcom cloud connection needs to be active in order to review their data and resend the Dexcom invitation email by clicking View when hovering over the status to open the Bring Data into Tidepool window. Click Resend invite.
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