Glance not working with sense

[Jeremie1707]

Hi Rytiggy, my gf bought the Sense watch fromFitbit last week and was hoping especially for the glance app. So we have follow every step of the setup.
She has a Huawei P20, she has the Dexcom Data source. After pairing the watch the only thing that is displayed on the clock face is "___" and the 2 threshold lines of the graph. No error message. The extra step we have tried for it to make it work :

• Make sure the phone is up to date
• Make sure username( which is the email for Dexcom) and password for dexcom or good
• Make sure "not a US user" is selected
• Restart the phone
• Restart the watch
• Hard reset of the watch
• Reinstalling the Fitbit app
• re-pairing the sense watch
• make sure the Follow app of Dexcom work and that it is share with at list one user
• switch to another data source and come back to the Dexcom data source
• The logs indicate something like : "validate Hexcode..."

That's about it, I see that you have done a release recently for the Sense watch so I'm assuming it's not because the watch is not compatible.

Thanks a lot for your help and for the Glance clock face ;)

By the way I'm a junior dev and would love to contribute some day!

[Rytiggy]

Hey, i know in the past there have been issues with users who have set an email as their username for their account. I would double-check in the dexcom apps settings to make sure that there is no username associated with the account.

The next thing I would have you do is go to Dexcom clarity's website and log in and make sure that you are getting updated info about your CGM.
https://clarity.dexcom.com/

I use a sense and can confirm it works, its most likely just a configuration issue.

let me know how that goes,

[Jeremie1707]

i'm not sure i follow your first comment, what do you mean by : "I would double-check in the dexcom apps settings to make sure that there is no username associated with the account".Do you mean that we shouldn't use an email as username for the Login Info section of Dexcom? For the second comment, yes she use Dexcom Clarity every day without any issue

[Jeremie1707]

also I just checked the Dexcom website, and the username can't be changed...

[Rytiggy]

You should not be using an email as your username. If you have an email for a username it can cause issues. Most of the time in the case where the user has an email as their username they have to make a new Dexcom account and associate their transmitter to it.

Did you check the clarity website (not the app) to make sure data is getting there, could you share a picture for me of it?

[Jeremie1707]