Libra sensor error message

[Sarah Woods]

Hi there, I have freestyle libra for t1 diabetes mellitus, since yesterday I keep getting an error message when I scan my sensor. The message says, "please try scanning your NovaPen again. If the error persists, please contact Nova Nordisk customer support. I have uninstalled app and pre-installed it, I have also changed my sensor incase that was the problem even though I wasnt due to change it for another 9 days. I'm now 2 sensors down and still the libra app wont read my sensor nor will it activate my new sensor. Please can you help with this issue?

 

[barrym]

The latest app does scan insulin pens. I don't have experience of using it, but I wonder if you have inadvertently set it to be expecting a pen not sensor. Take a look in the menu of the app.

 

[SquarePants]

Hi Sarah,
I was having the same problem until I realised that it was being caused by my debit card which I keep in the back of my phone case... along with an emergency £20 note. It looks like the chip on the debit card must be interfering with the NFC aerial in the phone. I've repositioned the card and now the alert no longer pops up.
Hope that is of help,
Ian

 

[asadraza]

Hi Sarah,
I was having the same problem until I realised that it was being caused by my debit card which I keep in the back of my phone case... along with an emergency £20 note. It looks like the chip on the debit card must be interfering with the NFC aerial in the phone. I've repositioned the card and now the alert no longer pops up.
Hope that is of help,
Ian

Thank you SquarePants, I got the same error for the first time today and was wondering if something went wrong with my senor. After reading yout reply to Sarah, I checked and found that I had my NFC enabled Debit card where I put my phone. I tried scanning the card with app opened and got the same message again. Your information saved me a lot of time and worry. Cheers!

 

[Haselwood]

The latest app does scan insulin pens. I don't have experience of using it, but I wonder if you have inadvertently set it to be expecting a pen not sensor. Take a look in the menu of the app.

If by accident you say to look for a pen, how do you stop it from looking for a pen? Have a relative who is having huge trouble, I've had a look and can't get it to stop.

 

[barrym]

I’m guessing you’ve tried the obvious like restarting, killing the app etc. Maybe disable NFC might persuade it to stop.

Another hack might be contact their care team and see if they have a pen you could make contact with and the just remove it.

HTH