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Made in USAFreestyle Libre CGM Problems? 10 Common Issues and What to Do About Them
Aug
Disclaimer: This content is provided for educational and informational purposes only and is not intended as, nor should it be considered, medical advice. Always consult with your physician or qualified healthcare provider before making any decisions regarding medical devices, treatment options, or changes to your diabetes management plan.
A FreeStyle Libre continuous glucose monitoring (CGM) system can make managing glucose easier by giving you access to glucose readings throughout the day without having to perform frequent fingersticks. But like any electronic device, sensors and readers can occasionally have problems.
A sensor may fail to start, a reading may seem different from what you expected, or your reader may display an error message. Sometimes the solution is simple, while other situations may require replacing the sensor or contacting Abbott for assistance.
If you’re using a FreeStyle Libre 2 Plus, FreeStyle Libre 3 Plus, or their perspective Readers, here’s a look at some of the most common problems users encounter and what you can do about
them.
Important: The information below is general educational information and is not a substitute for the instructions provided with your FreeStyle Libre system or advice from your healthcare professional. If your glucose reading doesn’t match your symptoms or how you feel, follow your healthcare professional’s recommendations for confirming your glucose level.
1. Your FreeStyle Libre Sensor Won’t Start
One of the most frustrating experiences is applying a new sensor only to find that it won’t start properly.
Depending on the system you’re using, you may see a message indicating that the sensor is starting, not ready, or experiencing an error.
What should you do?
First, make sure you’re using the correct sensor with the appropriate reader or compatible app. Different FreeStyle Libre systems aren’t necessarily interchangeable, so it’s important to follow Abbott’s compatibility information.
If the sensor is still in its startup period, give it the full amount of time specified in the instructions for your particular sensor.
If the sensor displays an error and doesn’t recover, don’t repeatedly attempt actions that aren’t recommended in the instructions. Check the troubleshooting information provided with your system and contact Abbott if necessary.
Tip: Keep your sensor packaging until you’re confident the sensor is working properly. The information on the packaging may be useful if you need to contact customer support about a problem.
2. Your FreeStyle Libre Sensor Says “Sensor Error”
Seeing a sensor error can be alarming, but an error message doesn’t necessarily mean the sensor is permanently damaged.
A temporary error can sometimes resolve itself.
What should you do?
Follow the instructions displayed by your reader or app and in the product’s user manual. If you’re instructed to wait, give the system the recommended amount of time before trying again.
However, if the problem continues beyond the period specified by Abbott or the sensor stops providing readings, you may need to contact Abbott for assistance.
Avoid removing a sensor simply because you see a temporary error unless the instructions tell you to do so.
Keep in mind
A CGM sensor measures glucose in the fluid beneath your skin rather than directly measuring blood glucose. There can also be situations where readings aren’t available or don’t appear as expected.
If you are experiencing symptoms that don’t match the glucose reading displayed by your CGM, follow the guidance provided with your system regarding checking your glucose another way.
3. Your Sensor Falls Off Before It’s Supposed To
Few things are more frustrating than having a sensor come off before the end of its intended wear period.
Sweat, water, friction from clothing, exercise, and normal daily activity can all contribute to problems with sensor adhesion.
How can you reduce the chances of this happening?
Before applying a sensor:
- Choose the recommended application site.
- Make sure the skin is clean and completely dry.
- Avoid applying lotion, oil, or other products to the application area.
- Follow the application instructions carefully.
- Give the adhesive time to adhere properly before activities that could place additional stress on the sensor.
Some users also choose to use an additional adhesive product or overpatch. If you do, make sure the product is appropriate for use with your particular CGM and doesn’t interfere with the sensor or its application.
What if the sensor comes off?
Don’t attempt to reattach a sensor that has come completely off your skin unless Abbott specifically instructs you to do so. Contact Abbott to determine whether the sensor qualifies for replacement.
4. Your FreeStyle Libre Reading Doesn’t Match Your Fingerstick
This is one of the most common sources of confusion for CGM users.
You may scan your sensor and see one number, then perform a fingerstick and get a different result.
That doesn’t automatically mean that either device is defective.
Why can this happen?
A blood glucose meter measures glucose in your blood. A CGM sensor measures glucose in the interstitial fluid beneath your skin.
Because glucose moves from the bloodstream into interstitial fluid, the readings can differ, particularly when glucose levels are changing quickly.
For example, you may see differences when:
- Your glucose is rising rapidly.
- Your glucose is falling rapidly.
- You have recently eaten.
- You have recently exercised.
- Your glucose level is changing for another reason.
What should you do?
Pay attention not only to the number but also to the trend and how you feel.
If the reading doesn’t match your symptoms or expectations, follow the instructions for your specific FreeStyle Libre system regarding when to confirm a reading with a blood glucose meter.
If you repeatedly see significant differences or have concerns about your readings, discuss them with your healthcare professional.
5. Your Reader Won’t Scan or Read the Sensor
If you’re using a FreeStyle Libre reader and you’re having trouble obtaining a reading, there are several things to check.
First, make sure you’re using the reader that’s compatible with your sensor.
Then follow the scanning instructions provided with your particular system.
Other things to check
Make sure:
- The reader has sufficient battery power.
- You’re holding the reader in the correct position according to the instructions.
- The sensor is still active.
- The reader and sensor are compatible.
- You aren’t relying on an expired or damaged sensor.
If your reader consistently fails to communicate with a sensor that was previously working, consult the troubleshooting instructions for your system.
If the problem persists, Abbott customer support may be able to determine whether the issue is with the reader, sensor, or another part of the system.
6. Your FreeStyle Libre Reader Won’t Turn On
A reader that suddenly won’t turn on can be particularly concerning if you depend on it for your glucose information.
Start with the basics.
Check the battery
Make sure the reader has adequate battery power and charge it according to the manufacturer’s instructions.
If the reader still doesn’t respond, follow the troubleshooting steps in the user manual for your specific model.
If the reader has been dropped, exposed to liquid, or otherwise damaged, don’t assume the problem is simply the battery.
When should you seek assistance?
If you’ve followed the manufacturer’s troubleshooting instructions and the reader still won’t operate, contact Abbott or refer to the appropriate warranty/support information for your device.
It’s also a good idea to have a backup plan for monitoring your glucose if your primary device becomes unavailable.
7. Your Sensor Stops Working Before the Expected Wear Period
A FreeStyle Libre sensor is designed to be worn for a specific period, depending on the model.
But sometimes a sensor may stop working before that period is complete.
Possible reasons can include:
- Sensor malfunction
- Accidental sensor removal
- Adhesion problems
- Physical damage
- Communication problems
- Other sensor errors
What should you do?
First, read the message displayed by your reader or app and follow the recommended troubleshooting instructions.
If the sensor has failed and isn’t recoverable, contact Abbott to determine whether it qualifies for replacement.
When contacting customer support, it’s helpful to have your sensor information available. The serial number and other identifying information on the sensor packaging may be requested.
Don’t throw away the sensor or packaging immediately if you believe you may need to report a problem.
8. Your FreeStyle Libre Sensor Says It Has Expired
Every FreeStyle Libre sensor has a defined wear period.
When the sensor reaches the end of its intended use, it will no longer provide readings as a new sensor would.
This is normal and doesn’t necessarily indicate that anything is wrong with the sensor.
What should you do?
Replace the sensor according to the instructions for your particular FreeStyle Libre system.
It’s a good idea to keep your next sensor available before your current sensor expires so you’re not caught without a working sensor.
If you’re planning a trip, traveling, or have difficulty getting replacement supplies quickly, planning ahead can be especially important.
9. Your Sensor or Reader Isn’t Connecting Properly
Wireless communication problems can occasionally occur between compatible devices.
Depending on your FreeStyle Libre system, communication may involve the sensor, reader, or smartphone.
If your system isn’t communicating as expected, start by checking the instructions for your particular model rather than assuming the problem is the sensor.
Things to consider
- Is the sensor still within its wear period?
- Is your reader or phone compatible with the sensor?
- Is the device adequately charged?
- Are you following the recommended scanning or connection procedure?
- Has anything changed with your phone or app?
- Does the reader work with other compatible sensors?
Because different FreeStyle Libre models have different features and compatibility requirements, always verify the instructions for your specific system.
10. You Keep Getting Problems With Multiple Sensors
One isolated sensor failure can happen.
But if you’re experiencing problems repeatedly, it’s worth taking a closer look.
For example, if several sensors are:
- Falling off prematurely
- Producing frequent errors
- Failing to start
- Providing readings that consistently concern you
- Losing communication
- Ending before the expected wear period
you may want to document what’s happening.
Keep track of the details
Write down:
- The sensor model
- When you applied it
- What problem occurred
- When the problem started
- Any error message displayed
- Whether the sensor was physically damaged or came loose
- Your reader or phone model
- Any other relevant circumstances
This information can make it easier to explain the problem to Abbott customer support or your healthcare professional.
When Should You Contact Abbott About a FreeStyle Libre Problem?
Not every problem requires customer support, but you should consider contacting Abbott when:
- A sensor fails and doesn’t recover after following the troubleshooting instructions.
- A sensor comes off prematurely.
- A sensor repeatedly produces errors.
- A reader stops working.
- You’re experiencing repeated problems with multiple sensors.
- You believe a sensor or reader may be defective.
- You have questions about whether your particular sensor qualifies for replacement.
Abbott may ask for information such as your contact information, details about what happened, and identifying information from the sensor or device.
Keep your sensor packaging and product information until you’re certain everything is working properly.
Don’t Let a Sensor Problem Catch You Unprepared
A failed sensor is inconvenient enough without discovering that you don’t have another one available.
If you rely on continuous glucose monitoring, consider keeping your supplies organized and planning ahead for your next sensor.
It’s also worth knowing which device you use and what your backup options are.
For people who prefer not to rely entirely on a smartphone, a compatible FreeStyle Libre reader can provide another way to access glucose information, depending on the specific sensor and reader combination.
Before purchasing a reader or sensor, always verify compatibility with your particular FreeStyle Libre system.
Final Thoughts
Most FreeStyle Libre problems don’t necessarily mean that something is seriously wrong with your entire CGM system. A temporary error, an adhesion problem, or a difference between a CGM reading and a fingerstick result can have several possible explanations.
The key is to understand what the system is telling you, follow the manufacturer’s instructions, and know when to seek additional help.
And remember: if your glucose reading doesn’t match how you feel, don’t ignore your symptoms simply because the CGM is displaying a number. Follow the instructions for your system and your healthcare professional’s recommendations for confirming your glucose level.
FreeStyle Libre sensors and readers can be valuable tools for managing glucose, but understanding their limitations and knowing how to respond when something goes wrong can make the experience much less frustrating.
Have a FreeStyle Libre problem that isn’t covered here? Check your device’s user manual or contact Abbott’s FreeStyle Libre customer support for assistance specific to your sensor or reader.
Disclaimer: This article is intended for general informational purposes and should not replace the instructions provided with your FreeStyle Libre system or advice from a qualified healthcare professional. FreeStyle Libre, Libre 2, Libre 3, Libre 2 Plus, and Libre 3 Plus are trademarks of Abbott. Always consult the manufacturer’s instructions for your specific product.
Amir is interested in learning about diabetes management products. He loves sharing his findings and product know-how with his readers and is always on the lookout for the next best glucose monitoring system, CGM, or other innovative product.