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Freestyle libre 2 plus problems. Error messages. What can we do?

B

B17_Fan

Well-Known Member
Messages
85
Type of diabetes
Reactive hypoglycemia
Treatment type
Tablets (oral)
My mum has put a new sensor on tonight. 1 hour after applying, it said it's ready, but when she scanned it, it said something about waiting another hour. It's done that about 3 times now.
In the error log on the app, the error code is 335, it says the smartphone was unable to scan.
Then it had error 366...saying to check the sensor and replace if loose...which it isn't.

Then 1 minute after that message, it says please install this app from Google play. The number is -1.

We have never ever had this problem. She doesn't have another sensor and is quite rightly worried about going to sleep tonight, in case she has a hypo.

Do we need to reinstall the app? Is there anything we can do to get it to work?
 
if relying purely on cgm its advisable always to keep 1 spare.
unfortuantly their customer service number: 08001701177 open at weekends and bankholidays 9am-5pm. weekdays is 8am-8pm.

haven't ever seen install this app message. worth a try if its the official libre app. if that fails you can try the likes of xdrip or simular 3rd party software.

have they got a flash glucose monitor, fingerprick could use before bed and run a little higher than normal if prone to hypo's snack before bed.

edit added below:
ps always should try keep at least 1 spare. if have on repeat prescription some chemists order the repeat prescriptions for you every 28 days so can fairly easily get some spares over time.
 
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She gets 2 sensors each month on prescription. This is the 2nd one. She's only just put a request in for more sensors. She has a finger prick machine to use.
We would reinstall the app, but I've just installed it on my phone, and the password isn't right. I don't know if you can reset your password?
 

Password Reset | MyFreeStyle - Abbott

Reset your FreeStyle Libre password securely. Ensure your account security and continue managing your diabetes with confidence. Access your FreeStyle Libre account now.
www.freestyle.abbott

ask her pharmacy to order them for her if on repeat prescription. you'll get an extra sensor every few months that way to have as a spare. most chemists do on 28 day cycle.
 
If you find fault with a sensor and it stops working, you can apply to the manufacturer for a replacement. There is a sensor support form online to do this. Just supply some basic details and a replacement should arrive within a few days. Sometimes next day!
 
This,

Any issues I've had with sensors I've contacted Abbot (Libre) direct on their customer helpline. The first call was a bit of faff as they must have gone through all my details at least 3 times, but after that it has been fairly straightforward.

The issue with going back to the GP/pharmacy, in my Health Board area at least, is that you only issued a certain number of sensors per year. No matter what the issue or reason is for wanting extra, if you go over the magic number they will refuse to prescribe any more, so going directly to Abbott and having them send out replacement sensors circumvents any issues with your GP.
 
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If my last ship of )6 libra 2 plus sensors 4 of them had issues and had to be replaced. They requested that I return all 4. They have an undeniable quality control issue. Extremely frustrating. Seriously considering switching to the other sensor on the market.
 
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