Dexcom G6 app crashing/not working on AW series 7

[sodaftl]

Current equipment:
iPhone 13 Pro with iOS 15.0.2
AW abyss blue aluminum series 7 with watchOS 8.0.1
Dexcom G6 with latest software release.

symptons: taping the Dexcom complication on any AW face or calling directly the AW G6 app causes the app to crash and eventually to display “check G6 app on your iPhone”.

tried remediations:
Unpair and reset the AW, re-pair the AW: no success.
Uninstall and reinstall AW G6 app using the iPhone AW app: no success.
watch restart: no success.
phone restart: no success.

the previous combo:
iPhone 13 Pro with iOS 15.0.2
AW stainless steel series 6 with watchOS 8.0.1
Dexcom G6 with latest software release.
was working fine.

left a support request to Dexcom Support but am curious if others see the same issue with an AW series 7?

thanks.

 

[cvilledave]

symptons: taping the Dexcom complication on any AW face or calling directly the AW G6 app causes the app to crash and eventually to display “check G6 app on your iPhone”.

I'm seeing the same thing. Works fine on my AW Series 4 but not on the new AW Series 7. I could occasionally get the Apple Watch to display the Dexcom app but it didn't seem to be updating with the latest numbers, and more often than not it would crash and display the check app on your phone message. Additionally, the Dexcom complication I use on my watch face would only display "---".

 

[bkmac423]

Current equipment:
iPhone 13 Pro with iOS 15.0.2
AW abyss blue aluminum series 7 with watchOS 8.0.1
Dexcom G6 with latest software release.

symptons: taping the Dexcom complication on any AW face or calling directly the AW G6 app causes the app to crash and eventually to display “check G6 app on your iPhone”.

tried remediations:
Unpair and reset the AW, re-pair the AW: no success.
Uninstall and reinstall AW G6 app using the iPhone AW app: no success.
watch restart: no success.
phone restart: no success.

the previous combo:
iPhone 13 Pro with iOS 15.0.2
AW stainless steel series 6 with watchOS 8.0.1
Dexcom G6 with latest software release.
was working fine.

left a support request to Dexcom Support but am curious if others see the same issue with an AW series 7?

thanks.

Yes I’m having the same issue as well. I guess I’ll leave a support request with Dexcom as well, maybe Apple too.

 

[Crzylgs15]

Also having the exact same issue. I just sent a support request to Dexcom.

I was previously using an AW series 6 and it was fine. AW7 seems to be the issue.

 

[sodaftl]

Got a callback from Dexcom on Monday night about my ticket. They were not aware of the issue. I was simply told that the AW7 is not on the list of Dexcom G6 compatible devices, yet. I mentioned that i was surprised to see that new hardare is not tested ahead of their launch. Waiting for a software update…

 

[mikemj23]

Same issue here.

I'll use this opportunity to rant for a minute about Dexcom. First, I will say that I love my Dexcom and cannot be without it but I'm not sure they understand how important the Apple Watch complication is to people who use their CGM. Not to mention, in 2017 Apple enabled the support for Core Bluetooth in watchOS 4. This enabled direct communication between the Dexcom sensor and the Apple Watch, without requiring your iPhone to be nearby. Dexcom has yet to enable this functionality over 4 years later. It would be so nice to have this functionality for runs, at the beach etc so I don't have to take my iPhone with me everywhere.

Oh well, hoping they get the AW 7 issues ironed out and maybe one day we will have sensor to watch direct communication.

 

[cvilledave]

For folks that have run into the issue where the Dexcom complication is not working on an Apple Watch Series 7, I found that I can use Sugarmate to get my Dexcom data to be visible on an Apple Watch Infograph watch face. It's not quite as large a display as the Dexcom complication, but it seems to work pretty reliably. Kudos to the Sugarmate developer - I've been using that app since it first came out and it's been great.

 

[Crzylgs15]

For folks that have run into the issue where the Dexcom complication is not working on an Apple Watch Series 7, I found that I can use Sugarmate to get my Dexcom data to be visible on an Apple Watch Infograph watch face. It's not quite as large a display as the Dexcom complication, but it seems to work pretty reliably. Kudos to the Sugarmate developer - I've been using that app since it first came out and it's been great.

Any tips for someone who has never used Sugarmate? Is it straight forward to get it up and running?

 

[cvilledave]

Any tips for someone who has never used Sugarmate? Is it straight forward to get it up and running?

Yes - it's pretty straightforward to setup, and there are detailed instructions built into the app to guide you. It uses an iCloud calendar to display your BG numbers on the Apple watch. The iPhone app displays a lot more in the way of statistics and trends, and there's a lot of customization capability to show you the details and durations you are interested in. There's also a companion app that runs on the Mac called Sugarmate Glance, that displays your BG numbers in the menu bar and can also show you the same kind of trends and stats that the iPhone can. I believe Sugarmate was acquired by Tandem last year.

Not a great pic, but you can see what it looks like on the Apple watch below (towards the top of watch, above the calendar/day). Sadly, the "--" towards the bottom of the display is all I see from the Dexcom app complication.

 

[realdealrd]

I can confirm I am seeing the same glitches with Apple Watch series 7 stainless steel, WatchOS version 8.1 with Dexcom latest version. I am Looping and using the Loop watch complication for infograph modular as a workaround for now.

 

[realdealrd]

Just got an update from Dexcom app support. Guess we're in for a wait. Hope this information is helpful to others.

We apologize for any inconvenience this has caused you. Dexcom is aware of the issue with the recently launched Apple Watch Series 7 compatibility with Dexcom G6 App. Dexcom is already working on the mandatory testing for this smart watch device to make compatible with the G6 app the soonest possible time. However, it may take several months or more to complete the necessary vetting and update the Apps to be fully compatible. We will update the list of compatible devices when testing is completed by Dexcom at https://www.dexcom.com/compatibility.

 

[Crzylgs15]

Just got an update from Dexcom app support. Guess we're in for a wait. Hope this information is helpful to others.

I appreciate your update. I really hope it doesn't take months, but it sounds like it might be a while.

It sure would be nice if they would proactively work with Apple prior to the new Watch coming out so it is ready for launch. They should probably start work on compatibility with the Series 8 once the Series 7 has been completed.

Thanks again!

 

[Patolantern]

Yes - it's pretty straightforward to setup, and there are detailed instructions built into the app to guide you. It uses an iCloud calendar to display your BG numbers on the Apple watch. The iPhone app displays a lot more in the way of statistics and trends, and there's a lot of customization capability to show you the details and durations you are interested in. There's also a companion app that runs on the Mac called Sugarmate Glance, that displays your BG numbers in the menu bar and can also show you the same kind of trends and stats that the iPhone can. I believe Sugarmate was acquired by Tandem last year.

Not a great pic, but you can see what it looks like on the Apple watch below (towards the top of watch, above the calendar/day). Sadly, the "--" towards the bottom of the display is all I see from the Dexcom app complication.

I’ve also been using Sugarmate as a workaround on watch 7 but they just sent a message saying starting as soon as Nov 4, Sugarmate user in the US will no longer be getting Dexcom data (this already happened to their markets outside of the US). They are working with Dexcom for a fix but no indication of how long it’ll take. I contacted Dexcom last week to make them aware of the watch 7 issue and got the same unhelpful “check compatibility list“ answer. I had set up Nightscout a few years ago but found the maintenance a bit onerous so stopped using it. If anyone has any other ideas they could share, that would be great because I rely on Dexcom data on the watch - a lot.

 

[Jimmie Geddes]

My Series 7 is being delivered tomorrow, I (as everyone on this thread) rely on Dexcom data on my watch, especially to wake me up while sleeping with low blood sugars. My series 4 might not be getting replaced. This sucks.

 

[Jimmie Geddes]

How do you get sugarmate working on your watch? I have it running on my iPhone 13 Pro Max but it's not installed on my watch. Disregard, found it.

 

[Jimmie Geddes]

What are you Dexcom G6 owners with Apple Watch Series 7 going to do? Sugarmate works s a workaround, and I actually like their app over Dexcom's. I really like sugarmate, but read they will be no longer getting Dexcom data as soon as Nov. 4. I'm getting my series 7 delivered today and am so bummed about this. I just assumed it would work with series 7. What do you guys plan on doing if it's going to take several months to support series 7? Go back to a previous-gen watch? Thanks in advance. I'm calling Dexcom this morning, might help if more people call or chat online!

Chat with Dexcom

https://dexcom.custhelp.com/app/chat/chat_avail

Support​

General Dexcom customer support
1-888-738-3646
Monday - Friday 6 AM - 5 PM PST
Saturday 8 AM - 4 PM PST

Global Technical Support​

Product troubleshooting or replacement inquiries
1-844-607-8398
Available 24 hours a day;
7 days a week

 

[Jimmie Geddes]

Sent a message to Dexcom stating how much I depend on the G6 app working on Apple Watch and if it doesn’t get fixed asap I’ll move to Freestyle Libre.

Maybe if they hear more people are willing to switch to Freestyle Libre since it’s watch app works with Series 7, they might work much faster to fix the issue. They could easily contact Apple to resolve this. Turn up the pressure on Dexcom by calling, chatting, email, using social media to light a match under their ass.

I posted all the contact information above. There’s strength in numbers and they do not want to lose G6 customers to Freestyle Libre. Flood them if we have to.

 

[mikemj23]

Sent a message to Dexcom stating how much I depend on the G6 app working on Apple Watch and if it doesn’t get fixed asap I’ll move to Freestyle Libre.

Maybe if they hear more people are willing to switch to Freestyle Libre since it’s watch app works with Series 7, they might work much faster to fix the issue. They could easily contact Apple to resolve this. Turn up the pressure on Dexcom by calling, chatting, email, using social media to light a match under their ass.

I posted all the contact information above. There’s strength in numbers and they do not want to lose G6 customers to Freestyle Libre. Flood them if we have to.

Agreed. It seems Dexcom doesn't have the manpower or doesn't choose to invest in it to keep up with the Apple Watch. For them to say "this could take several months or more" is an absolute joke IMHO. Makes me wonder what the G7 integration/operability will be like when it's released.

 

[Jimmie Geddes]

It’s unacceptable to say it’s gonna take months when they could easily fix the issue by contacting Apple. It must be the new display sizes since G6 still works on Series 6, Series 5, Series 4. I think if we flood them and say we’ll move to Freestyle Libre they’ll get it working much sooner. All Dexcom cares about is $$$ and doesn’t want to lose customers to Freestyle Libre.

 

[Jimmie Geddes]

Found this thread and I managed to get my series 7 to work with Dexcom G6 and display my blood sugars through the complication and app. Unfortunately, the longest it has worked is 10 minutes before crashing and displaying check Dexcom mobile app. My sugars were updating and displaying correctly.

https://www.reddit.com/r/dexcom/comments/qat1hu

 

[Patolantern]

I ended up setting up Nightscout and using it as the data source (instead of Dexcom) for Sugarmate. There’s a slight lag in getting each updated glucose value to show up on the watch but it works. Nightscout has a very detailed guide on how to set it up on their website. I’m not that tech savvy and the setup took about an hour after reading through all the instructions.

New Nightscout Users — Nightscout Documentation documentation

nightscout.github.io

 

[dthiss01]

I just got the series 7 yesterday and am very disappointed in this. I have been semi successful getting it to work. I am currently looking at my values but it does come and go. i have found that clicking the complication severtimes it will eventually open to the graph. Sometimes it stays there but mostly it just quits, but will show the value on the screen.

 

[Jimmie Geddes]

It's all over the place. The longest I've gotten it to work is 43 minutes tapping it would try to open the app but would get kicked back to watch face, it updated the complication correctly the entire time. I had a bunch of times where the complication would be --- tapping it would open the graph so I could see my number but the complication didn't update at all.

It seems like it's close to working and shouldn't take Dexcom months to update. I'd love them to do it in the next few days and I'd keep the series 7. I really like the design, feel, color, larger display (seems like S4-S6 could get larger fonts), always-on display, etc., but I've been wearing my series 4 for the last 3 days. I rely on Dexcom probably more than I should.

 

[Jimmie Geddes]

I am using Sugarmate, with it displaying my blood sugar in the Modular Duo Face middle complication. It displays my blood sugar accurately and updates the complication.

Anyone still using Sugarmate with the service saying it isn't going to work in the US? I'm in the US and mine is still working on series 4, 7, and is accurate.

I might give Nightscout a try. How does it display on your complications?
Thanks in advance.

 

[volzalum]

While not nearly as nice as the Dexcom G6 Compilation on the Apple Watch 7, I have been able to get the Dexcom Follow complication to work on my AW7. So I shared my G6 data with myself and am currently running the Dexcom Follow on the watch. Hopefully they get the app stable ASAP, but for those of you that do not want to install Sugarmate or NightScout, you can use it. The biggest down side is it is slightly delayed and it doesn't show the results as a number in the complication, so you have to click on it to get the values.