If you're having difficulty scanning with your Android device, here are a few steps to troubleshoot the problem. We recommend completing these steps before reaching out to our customer support team!
Is your sensor active?
A) No? Let's activate it by following the guidance here.
B) Yes! Great, let’s check out the sections below 👇
Now, let's figure out what's going on with your scans. Here are two possible scenarios:
- Unable to Scan or Activate
- Getting a “Scan Successful” message but no data
Unable to Scan or Activate
If it has been less than an hour since activation, please wait 1 hour and then try scanning again.
If it has been over 1 hour and you are still having trouble:
- Make sure that your phone is touching the sensor.
- Try scanning a few different locations on your phone. Most Androids have their NFC located in the back, central part of the phone.
- Press your phone to the sensor for 2-4 seconds.
- If you are new to using sensors, we suggest trying 5-10 times as it can take a while to find the right spot on your phone to scan.
- Ensure your app is up to date.
- Turn your NFC off and back on again.
- Log out and back in, then try scanning again.
- Look up your NFC scanning location on your phone to ensure you are touching the correct spot on the phone to the CGM.
- Try scanning without opening the Scan dialog. On Android devices, if you just open the dashboard view, you should be able to touch your phone (wherever the NFC is located) to the sensor and it should scan automatically.
If you receive the message that the sensor is already active, it most likely is but there may be a lag in updating that information in the app, so try to scan again after an hour.
Getting Successful Message but no Data
If it has been less than an hour since activation, please wait 1 hour and then try scanning again.
If it has been over 1 hour and you are still not seeing any data:
- Try scanning using cellular data if you have been using wifi, or wifi if you have been using cellular data.
- Log out and back into the app and try to scan again.
- Uninstall and reinstall the app. If this is not your first sensor, don't worry about any messages during the uninstall process that say your data will be deleted, as your Nutrisense data is stored in the cloud so you can uninstall and reinstall the app as many times as you like and this will not delete any data.
- Turn the phone off and on again and attempt to scan again.
If you continue to receive the message "activation failed", "tag already active", or "please activate sensor", please contact Customer Support. Please pay attention to any error messages you are getting and let the support team know what they say. If possible, grab a screenshot and send it in!