Common troubleshooting

The care partner is unable to follow a Patient account.

• The patient’s username is not valid or was misspelled.

• The patient does not have a CareLink account.

• The care partner’s account is registered in a different country than the Patient’s account.

• The follow request was sent more than 24 hours ago and has expired.

• The patient rejected the follow request.

• Ensure the patient has a valid username and CareLink account.

• Verify the care partner’s account is registered in the same country as the Patient’s account.

• Send the patient a new follow request.

• Ensure the follow request is approved through the Data Sharing page of the Patient’s account on the CareLink website within 24 hours.

Access to device data is no longer available.

• Care partner access has been suspended or removed from the Patient’s account.

Ensure care partner access is enabled from the Patient’s CareLink account.

The screens do not show recent information from the connected insulin pump or CGM device.

• The care partner’s mobile device is not receiving data from CareLink software.

• CareLink software is not receiving data from the connected insulin pump or CGM device.

• The patient has an unsupported insulin pump or CGM device.

• There is a time delay due to internet connection.

• The CareLink server might be temporarily unavailable.

• Verify there is an internet connection for the supported patient app and the CareLink Connect app.

• Ensure the patient’s mobile device is close enough to the insulin pump or CGM device to receive data.

• Refer to the user guide of the connected insulin pump or CGM device on the local Medtronic website for troubleshooting information.

• New data from the connected insulin pump or CGM device is uploaded to the CareLink server every 5 minutes. Select to manually refresh data.

• The CareLink server might be temporarily not responding. Try again later.

No connection to internet or CareLink software.

• The CareLink Connect app is not receiving data from CareLink software.

• CareLink software is not receiving data from the supported patient app.

• The CareLink server might be temporarily unavailable.

• Verify there is an internet connection for the supported patient app and the CareLink Connect app.

• The CareLink server might be temporarily not responding. Try again later.

No push notification received.

• The notifications are not enabled on the compatible mobile device.

• The alert notification in question is not selected in the app, or is not set in the connected insulin pump or CGM device.

• The alert was cleared on the connected insulin pump or CGM device before data was sent to CareLink software.

• The care partner’s mobile device or the patient’s mobile device had no cellular or wireless connection when the alert was issued.

• Do Not Disturb is turned on.

• The daily time limit for the app was reached on the Digital Wellbeing feature in Android operating systems.

• The daily time limit for the app was reached on the Screen Time feature in iOS operating systems.

• Battery saving features are enabled on the care partner’s mobile device.

• Select the alert in the notifications settings.

• Ensure the alert is set on the connected insulin pump or CGM device.

• Return to an area where a cellular or wireless connection is available.

• Ensure the CareLink Connect app is part of the Do Not Disturb exceptions, if possible.

• Ensure the Digital Wellbeing timer is turned off for CareLink Connect in Android™* operating systems.

• Ensure the Screen Time feature is always allowed for CareLink Connect in iOS™* operating systems.

• Ensure the CareLink Connect app is an allowed app in the Focus feature in iOS operating systems.

• Ensure the CareLink Connect app is not part of the Notification Summary feature in iOS operating systems.

• Turn off battery saving features or ensure the CareLink Connect app is an exception, if possible.