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Troubleshooting
Troubleshooting: Sensor Issues
Troubleshooting: Sensor Issues
Liad avatar
Written by Liad
Updated over a week ago

We're very sorry to hear that you're experiencing sensor issues! Please do hold off from removing the sensor until we have been able to properly troubleshoot this.

Sensor reading 0

Initial troubleshooting:

  • Please log out of the Veri app, restart your phone, and log back in

If this does not work, please reach out to our support team with the following information:

  • How many days have you had the sensor on for?

  • A few screenshots of your Veri dashboard over the past few days

  • A screenshot of the Freestyle Librelink app dashboard

  • Is the sensor sitting well on your arm? Did anything happen that may have caused the sensor to become disrupted in any way?

Thank you!

Sensor not initializing

  • Please log out of the Veri app, restart your phone, and log back in - please ensure you have the latest app version

  • Go to your profile β†’ Settings β†’ scroll down to initialize new sensor and try to repeat initialization process

  • Ensure you are scanning the sensor with the NFC section of your phone as sometimes the angle can be slightly off and interfere with the sensor scanning properly. If you have an Android device, please make sure your NFC is enabled.

If this does not work, please reach out to our support team with a screenshot of both the Veri and Librelink apps and your phone model.

Additionally, please confirm if you have been able to follow the step-by-step application instructions?

Sensor not scanning

  • Please log out of the Veri app, restart your phone, and log back in

  • Confirm that the sensor is being scanned with the NFC reader on your phone. If you bring your arm up and scan with more of a flat surface, does this help?

If this does not work, please reach out to our support team with a screenshot of both the Veri and Librelink apps and your phone model.

We will get back with you as soon as possible. Thank you for your cooperation!

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