Issue with Libre - blank screen

curly said:

Ah, thanks v much will try that! I do have a reader as well phone (supplied by manufacturers for free last time they messed up ) but it won’t read my current sensor. Will have to insert another one and start it with reader, which is a waste of the 8 days left on this one but at least I have the option. Hope everyone else is managing ok.

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I’ve found my reader but not a charger. Can’t remember having a charger but as I have never used the reader might have thrown away. Put new sensor on which is working with reader but battery only 50%

gk19 said:

Hey! I literally just posted about the same thing!!
Yes, I’m having the same problem too. I managed to get through to someone on the phone after being on hold for 2 hours!!!
They have said they updated the app and it’s gone wrong and they have people working on it at the moment. However, they are unsure of when it will be up and running again

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I’m having the same problem and managed to download the app again but it’s lost all of my data. The app doesn’t allow me to scan my readings. It looks like the readings are done via Bluetooth. Everytime I go in to the app it shows a new reading. Is this right?

In Response said:

@Jaylee as a Moderator, can you arrange a Sticky thread about this problem (and maybe merge the many threads).
The same problems, solutions and explanations have been repeated many times over the last couple of days.
It seems the Search function is not obvious enough.

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Done.

holdem said:

ok thats brill

i have a garmin s60 i think it is. ive gone to the connect app store but cant work out which app to install. which one did you do please?

thanks

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It’s garmin connect you need to download
Then need to pair the watch to your phone (I’m on iphone)
The notifications from shugar should then come through automatically
Good luck

I have had to dig out my old machine and do the finger prick but at least I have a reading , has anyone an update on the APP situation with Abbott ?

pethac said:

I have had to dig out my old machine and do the finger prick but at least I have a reading , has anyone an update on the APP situation with Abbott ?

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I’ve deleted the app & reinstalled it, lost all data & working now
I also installed shugar while no libre app & its sending a glucose reading to my iPhone & garmin watch every minute

pethac said:

I have had to dig out my old machine and do the finger prick but at least I have a reading , has anyone an update on the APP situation with Abbott ?

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When I spoke to them a couple of hours ago, they were clearly very harassed and the call handlers obviously don’t have up-to-date information on when the problem might be sorted. Fingers crossed it’s before Sunday when I have to change my sensor and then have no means of activating it!

DEBBIESCOTT said:

I’ve deleted the app & reinstalled it, lost all data & working now
I also installed shugar while no libre app & its sending a glucose reading to my iPhone & garmin watch every minute

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It’s not coming up on the App Store though

Dommy said:

I have just done this and it worked thanks for the post. If anyone who is getting a blank screen deletes the app. Does exactly what the post above says, then download it again. You can continue using the libre you still have on. Although u will lose all of your data off the app.

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Likewise. This is for my wife who is the diabetic but I'm the tech support so here are some clarifications for the less techie!!!

Important to delete the app first from the iPhone.
Librelink app should be listed in Purchased Apps with the cloud download symbol on the right. If instead it says "open" in the Purchased Apps then it has not been deleted, in which case go back to the home screen and delete the app. Click cloud symbol to start installation.
On opening the app it had an option to Sign In to an existing Libreview.com account which I did straight away, and then still had to go through "first time" set up stuff
It did not seem to scan the sensor until I followed its instructions to tap the radiating arcs icon at top right of app screen (not the overall phone screen) then when brought up to the sensor it downloaded the last few hours and current blood sugar level. Also knows the sensor end date ok.
It also now seems to be reading the sensor continuously without scanning.
I think readings are still being sent to the libreview.com account ok.

Seems to me that the app basically works ok but only from a fresh install. Thus historical librelink data on your phone is lost and probably needs to be lost for the updated app to work. Still better than reverting to finger pricks.

Abbott have posted a video with instructions. My husband followed the video and it’s important to note that the first scan didn’t work, advising Signal Loss. The second scan immediately after worked and it’s working again. Really terrible that this has happened.

gk19 said:

Hey! I literally just posted about the same thing!!
Yes, I’m having the same problem too. I managed to get through to someone on the phone after being on hold for 2 hours!!!
They have said they updated the app and it’s gone wrong and they have people working on it at the moment. However, they are unsure of when it will be up and running again

Click to expand...

T

gk19 said:

Hey! I literally just posted about the same thing!!
Yes, I’m having the same problem too. I managed to get through to someone on the phone after being on hold for 2 hours!!!
They have said they updated the app and it’s gone wrong and they have people working on it at the moment. However, they are unsure of when it will be up and running again

Click to expand...

I have had the same problem this morning it was working at 8 am but when I tried again at 10.30 just a blank screen. There is no answer from customer services the agent is currently offline any suggestions ???

Rosie Posie said:

I have had the same problem this morning it was working at 8 am but when I tried again at 10.30 just a blank screen. There is no answer from customer services the agent is currently offline any suggestions ???

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Hi,

This was posted above. Hope it helps.

Annepanne said:

Abbott have posted a video with instructions. My husband followed the video and it’s important to note that the first scan didn’t work, advising Signal Loss. The second scan immediately after worked and it’s working again. Really terrible that this has happened.

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Absolutely agree.

Just got through on the helpline and there were two steps that I felt important.

Deleting the old app: - she took me through Settings -> General -> iPhone Storage -> select LibreLink -> Delete, wait, and repeat to make sure deleted!
(clearly getting rid of the old app is important)

After installing and doing a successful scan, she emphasised the need to go though the app settings such as Alarms as these will need to be set up again.

Sarah72 said:

It’s just happened to me too. Your post reassured me that it’s a problem at their end. I’ve been rebooting my phone for half an hour but the rest of my apps are working fine. I’m still getting sensor unavailable notifications. I have reactivate hypoglycaemia and have 5-15 hypos a day. I’m completely unaware that they’re happening. I rely on the libre to make sure I’m not too low especially when I’m asleep. I hope it’s resolved quickly. Thanks again for your post.

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Someone mentioned Shuggah app earlier on. I have downloaded this and it appears to be working fine, not sure how accurate it is but it's something and it gives you notifications and alarms.. Good Luck folks

First time said:

Thank you SO much for this solution!! Am on holiday and been 24 hours without any idea about sugar levels …. and this has SAVED my bacon. Hugely grateful….

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Err! Blood glucose testing strips and a monitor. You should absolutely not be on holiday without.

DEBBIESCOTT said:

Erm no it can’t, not on my iPhone anyway

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Nor on mine

Trouble is I can no longer see the App in the App Store only the Libre 3 version. I have logged out of my apple account and back in, reset my phone but to no avail.

Thanks guys tried getting through to Abbott and given up after a hour in queue each time. Downloaded Shuggah and seems working fine thanks for tip

Yes I uninstalled it this morning but not on App Store. I found the deleted app and reinstalled it but now all I get is low blood sugar readings! Have gone back to the old way and I hope they sort this out very quickly