Here are some steps to take if the continuous glucose monitoring (CGM) sensor, Tandem Mobi insulin pump, or Tandem Mobi mobile app are unable to communicate with each other.
Note: The pump only accepts communications from a known linked device such as a CGM sensor or compatible smartphone. You must pair each device with your pump. The pump wireless communications are protected with encryption and authentication.
Out of Range Alert
When you see the Out of Range (OOR) alert, your Tandem Mobi system and continuous glucose monitoring (CGM) sensor are not communicating. This alert will continue to occur until the pump and sensor are back in range.
To reconnect, move the pump closer to the sensor. Also, make sure that the pump is on the same side of your body and is within line of sight of the sensor.
Note: Until the sensor can be reconnected, users should use a blood glucose meter and test strips in order to make treatment decisions.
Pump Disconnected
If the insulin pump becomes disconnected from the Tandem Mobi mobile app, a notification banner will display on the mobile app.
To reconnect, make sure Bluetooth® is still enabled. The pump and smartphone should also be within five feet and in line of sight of one another.
If connection is not restored within five minutes, close or force stop the mobile app and then open it again. If still not restored, turn the Bluetooth connection off and on again. If still experiencing issues, select Tap for help on the banner.
Impact of a Connection Loss
Between Tandem Mobi and Mobile App
Insulin Delivery
- The pump will continue to deliver basal rates based on Personal Profile settings. If a Temp Rate was programmed, it will continue based on the duration timer.
- Bolus delivery can be requested through the Quick Bolus button on the pump, if it has been turned on in the mobile app. Any active bolus programmed prior to connection loss will continue.
- The pump will continue to receive CGM values, and if Control IQ+ technology is enabled, adjust insulin delivery
- If you want to stop insulin delivery, you must disconnect your tubing from the infusion site
Pump Status Lights
- The pump will continue to provide notifications on alerts, alarms, and status
- Alarms will stop insulin delivery. To resume delivery, the connection must be established again.
- Alerts and alarms cannot be dismissed from the pump. If the Snooze function is enabled, users can silence them for a set period of time by quickly pressing and releasing the Pump button three times.
Mobile App Display
- Some pump information may no longer be displayed in the mobile app (e.g., Battery or insulin levels, insulin on board, pump history)
- Since data cannot be displayed on the mobile app during a connection loss, a gray shaded area will appear on the CGM trend graph
