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Clinical skills · Focus area 6

Troubleshooting devices

Find and fix device problems safely, and recognize when a problem needs more than a fix. This skill covers continuous glucose monitor (CGM) alerts and sensor errors, unexplained high glucose on a pump, telling user issues from device issues and when to escalate or involve the manufacturer.

This page brings together troubleshooting guides, backup-plan tools and device trainings.

Curated bydanatech Clinical Staff
UpdatedNovember 2026

What this skill covers

Identifying and resolving common device issues.

Common failures

  • Addressing sensor errors and signal loss
  • Troubleshooting connectivity and app issues

User vs. device

  • Identifying user-related vs. device-related issues
  • Knowing when to replace vs. wait

Guiding the fix

  • Guiding patients through fixes step by step
  • Helping patients respond to errors with confidence
  • Knowing when to involve manufacturer support

When troubleshooting can’t wait

Check the person before the device.

  • With a pump or AID system, unexplained hyperglycemia can mean insulin delivery has stopped: check ketones and switch to the backup plan
  • Signs of DKA, or severe hypoglycemia that needs assistance: emergency assessment under your local emergency protocol
  • Readings that don’t match symptoms: confirm with a fingerstick before acting

Start here

The three resources we recommend first for this skill. CE/CME credit and end dates are shown where offered; available credit varies by profession.

  • Clinical Explainer/ArticleLearn

    When CGM Alerts Aren't Working for the Patient

    Why alerts fire, what to check first and how to help people respond with confidence.

    Open CGM alerts guide
  • Clinical Explainer/ArticleLearn

    Troubleshooting Unexplained Hyperglycemia

    A structured approach when glucose runs high without a clear reason, from infusion site to insulin.

    Open hyperglycemia guide
  • WebinarLearn

    Device Training Webinars

    The full directory of device trainings: CGMs, insulin pumps, AID systems and smart pens.

    Directory mixes accredited education with manufacturer product training. Individual product trainings do not carry CE.

    View device trainings

Find tools and resources

Choose a resource based on your clinical question or the setting where you’re providing care. Each is labeled by type and by how you’ll use it: Learn, Practice or Apply.

  • ComparisonApplyFind Infusion SetsCompare infusion sets when site problems or comfort call for a change. Also in: Evaluating and choosing technology
  • ToolkitApplyInsulin Infusion Set Site Rotation ToolkitSite rotation guidance to keep absorption reliable. Also in: Supporting ongoing use
  • Clinical ReferenceApplyCGM Interfering Substances & ProceduresCheck which medications, substances and procedures may affect CGM accuracy or need special precautions. Also in: Safe use in care settings
  • ChecklistApplyAID & Pump Back-Up PlansWhat to do when a pump or AID system fails, and during care transitions. Also in: Safe use in care settings

More learning and CE

Courses, webinars and certificate programs for this skill, with current CE/CME status. Available credit varies by profession.

Looking for a different starting point? The danatech Compass suggests one from your role, setting and what you’re working on. Try the danatech Compass
Sources and scope
  1. ADA Professional Practice Committee. 7. Diabetes Technology: Standards of Care in Diabetes—2026. Diabetes Care 2026;49(Suppl 1).
  2. Manufacturer instructions for use for each device.
  3. danatech Diabetes Technology Key Focus Areas framework, revised 2026.

For educational use. Not clinical advice; does not replace clinical judgment, scope of practice, institutional policy or manufacturer instructions.

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DISCLAIMERS: 

This site and its services do not constitute the practice of medical advice, diagnosis or treatment. Always talk to your diabetes care and education specialist or health care provider for diagnosis and treatment, including your specific medical needs. If you have or suspect that you have a medical problem or condition, please contact a qualified health care professional immediately. To find a diabetes care and education specialist near you, visit the ADCES finder tool.

ADCES and danatech curate product specifics and periodically review them for accuracy and relevance. As a result, the information may or may not be the most recent. We recommend visiting the manufacturer's website for the latest details if you have any questions.


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