When it comes to healthcare and technology, any mistake can have significant consequences. Recently, The Spanish Agency for Medicines and Health Products (AEMPS) has issued an important alert regarding the safety of the Dexcom One+ app. for continuous glucose monitoring, a key system for people with diabetes. This warning has raised concerns among both patients and healthcare professionals, as the problems detected could affect the effectiveness of glucose control and, consequently, the safety of daily treatment.
Dexcom One+ It is an increasingly popular device in Spain for monitoring glucose levels in real time without the need for constant pricking. However, A bug related to its mobile app has left many users with doubts about the reliability of its alerts and the steps to follow.In this article, we provide clear and comprehensive information on all the official information, including its implications, affected products, and practical recommendations for both patients and healthcare professionals.
What happened to the Dexcom One+ app?
La AEMPS has reported, after receiving a notification from the manufacturer Dexcom, Inc., over a Bug detected in Dexcom One+ app versions 1.4 and earlier for iOS and Android devices. This bug can cause the app to log out of the sensor session after an issue with the transmitter. without displaying the 'sensor failed' alert. As a result, The user may not realize they need to start a new sensor and may lose glucose data, notifications, and alarms..
This means that during that period without alert, Episodes of hypoglycemia or hyperglycemia may go unnoticed, increasing the risk of complications. In addition, The system would no longer provide the estimated glucose values (EGV), trends and alerts that are so useful in everyday life..
The AEMPS considers that this error is relevant for all Spanish users, since The app is available on the App Store and Google Play, and the ruling affects people as young as 2 years old, including pregnant women.
What versions and products are involved?
The incidence affects all versions 1.4 and earlier from the Dexcom One+ app both in iOS as on AndroidThe official details are:
- Dexcom One+ App for iOS – Reference: SW14244 – Affected version: 1.4 and earlier.
- Dexcom One+ App for Android – Reference: SW14245 – Affected version: 1.4 and earlier.
The AEMPS has requested the urgent app update before August 20, 2025After that date, older versions will be unusable to ensure patient safety.
What if you have a version prior to 1.4? In that case, the official recommendation is even clearer: Update your app immediately to avoid service interruptions or incorrect data.
What does this mean for patients with diabetes?
The Dexcom One+ system is designed to replace traditional hair analysis when making decisions about therapy. This makes it especially useful for those looking to avoid constant injections. Interpreting glucose readings and trends is key to adjusting insulin and other treatments..
However, Missing alerts may result in you not receiving warnings in risky situationsAs an level too low (hypoglycemia) or too high (hyperglycemia)Lack of notification can delay necessary action, increasing the likelihood of complications.
Therefore, It is essential to verify the app update and periodically check its correct operation.The AEMPS and Dexcom are sending notifications via the app itself to keep users informed.
Quick Guide: Recommendations for Patients and Caregivers
If you're a Dexcom One+ user or caring for someone who is, these steps are recommended by authorities:
- Check if you have received the official notification in the app itself. If it doesn't appear, contact technical support.
- Check the version installed on your device. If you have 1.4 or earlier, You must update to the latest version before August 20, 2025.
- Within the app, tap “Update App” to be directed to your operating system’s store.
- Install the new version and check that the app works correctly after the update..
- If you encounter difficulties, Contact Dexcom Technical Support: Technical support +34 900 42 32 92, customer service es.info@dexcom.com.
Remember that, after that date, you will no longer be able to use the old versionDon't leave the update to the last minute.
What should healthcare professionals know?
Medical and nursing staff play a key role in informing patients and ensuring they take the necessary measures. According to the AEMPS guidelines:
- Notify users about the failure and its potential impact on security.
- Facilitates the information note and encourages rapid updating of the application.
- Help patients verify and update if they have questions.
- Emphasize that The update is mandatory before August 20, 2025 to avoid interruptions in glycemic monitoring.
Don't forget to check official recommendations and report technical issues to Dexcom support.
Other issues reported: Dexcom One+ iOS version 1.2 crash
The AEMPS has also reported on previous occasions Issues with certain serial numbers of Dexcom G7, ONE+, and ONE receivers, related to the audible alarm function. Although the devices continue to emit visual alerts and vibrations, the The absence of sound can prevent you from being aware of a risky situation in real time..
For those using a Dexcom G7, ONE+, or ONE receiver, Check the Dexcom website to see if your serial number is affected.If so, you can apply a free replacement.
Furthermore, It is recommended to periodically check the receiver's speaker every time you charge it., and if you detect any anomalies, use the mobile app, a compatible smartwatch, or a traditional measurement method until you receive a replacement device.
Contact information for manufacturers and distributors
Below are the main contact information provided by the AEMPS and Dexcom for patient and professional inquiries:
- Dexcom, Inc
6340 Sequence Drive, 92121 San Diego, USA
Technical Support: +34 900 42 32 92
Customer Service: es.info@dexcom.com, +34 900 42 32 92
Web: www.dexcom.com - Dexcom International Limited (Liesno Buno, SL)
C/ Monte Esquinza, 30 – Lower left, 28010 Madrid
Technical service: 978 589 006 - Air Liquide Healthcare España, SL.
C/ Orense, 34 3º, 28020 Madrid
Email: soportecliente.es@airliquide.com
If you experience symptoms of low or high glucose and alerts are not working, You should not rely solely on the device or the app.: Use a classic glucometer while the problem is resolved and, if you have any questions, go directly to your hospital or doctor.
Safe and accurate glucose control are crucial in the life of anyone with diabetes. Regular updates and checks are essential to ensure proper functioning.Stay tuned for official notifications, check your app regularly, and always update to the latest version. If you have any questions, Dexcom Support and your healthcare professionals are here to help and assist you with any necessary adjustments.