Dexcom tech went down, protecting diabetes sufferers from getting readings

Dexcom tech went down, protecting diabetes sufferers from getting readings - us-canada

The Pressing Low Quickly function on the Dexcom G6 app.

CNBC | Jeniece Pettitt

Dexcom’s steady blood sugar displays are designed to make it simpler for sufferers with diabetes to get frequent readings with out the finger prick system. The corporate’s machine could be worn as a patch and has a tiny sensor that’s inserted below the pores and skin.

However since Saturday, a glitch in Dexcom’s expertise has saved sufferers and fogeys of youngsters with diabetes from getting common updates, leaving them unaware of doubtless harmful issues. And as of Monday, service was nonetheless intermittent.

Dexcom mentioned the bug was particularly associated to its Observe function that permits for distant monitoring on Apple and Android gadgets in addition to Dexcom’s personal {hardware}. In an electronic mail to CNBC on Monday, the corporate mentioned that on Saturday morning it grew to become conscious of the problem, which may trigger followers to not obtain steady glucose monitoring alerts. The service hasn’t been totally restored however has seen “significant improvement” in efficiency, wrote Dexcom, which blamed the issue on a server malfunction.

“We are still investigating official root cause,” the corporate mentioned. “We did not release any updates or changes to cause this issue, further complicating our investigation. However, we have determined that a server overload occurred due to an unexpected system issue that generated a massive backlog, which our system was unable to sufficiently handle.”

Dexcom mentioned it is working with “our companions at Microsoft to handle the issue,” and advisable that prospects observe updates on its Fb web page.

Carrie Diulus, a surgeon with kind 1 diabetes who makes use of Dexcom’s blood sugar monitor, mentioned she did not get notified on her app that there was a problem for 40 hours, which is a giant concern given how a lot belief she places within the firm to assist maintain her protected.

“They have access to all of our cell phones,” she mentioned. “I get that tech fails happen, but they need a better system to manage this.”

Kind 1 diabetes impacts greater than 1.2 million People. It impairs the physique’s capability to provide the hormone insulin, which usually comes from the pancreas. Sufferers use trackers to watch their blood sugar ranges in order that they know what their physique wants, whether or not it is extra sugar or an insulin injection.

Dexcom, whose merchandise value greater than what rivals cost, is understood for its steady and minimally invasive glucose displays and for its distant monitoring techniques.

Chris Wilson, who has kind 1 diabetes, mentioned the Dexcom outage prolonged to sufferers who depend on the information to energy techniques often called an “artificial pancreas” that they’ve set as much as routinely regulate insulin ranges based mostly on the readings.

Over the vacation weekend, many dad and mom took to social media to explain the nervousness they skilled from the glitch that saved them from getting alerted in a single day if their kid’s blood sugar ranges dropped too low.

Dexcom continues to be experiencing intermittent technical points.

Erin Black, CNBC

Mark Turner, co-host of the “Dads and Diabetes” podcast, mentioned that after coping with the stress all weekend, he was nervous about dropping his 11-year-old daughter off at college on Monday morning.

Turner, who’s based mostly in Austin, Texas, mentioned he seen a low studying after going to mattress Friday evening, however by no means was notified with an alarm.

“My heart skipped a beat, and I didn’t realize why I didn’t get an alert,” Turner mentioned. With Dexcom’s service nonetheless spotty, his daughter should get a number of finger pricks within the nurse’s workplace.

Turner mentioned he is significantly involved concerning the “lack of communication” from Dexcom. One other guardian, Melinda Wedding ceremony, shared that sentiment. She mentioned that the corporate wants to inform sufferers and fogeys when such a big difficulty arises.

“Why wasn’t there a push notification as soon as they realized they was a problem?” mentioned Wedding ceremony, who has a teenage youngster with diabetes. “I get extra info, extra shortly when there’s an outage on my Dropbox than I do for my kid’s blood sugar monitor.”

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Dexcom tech went down, protecting diabetes sufferers from getting readings - us-canada

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