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Problem descriptionAfter applying the sensor, the BUZUD App remains in the "Searching" state for an extended period and cannot discover or connect to the sensor.BackgroundThe BUZUD CGM sensor is shipped in a low-power protected state and must be activated by a trigger element inside the applicator during the moment it separates from the skin. Only after this activation does the sensor begin Bluetooth advertising. In a small number of cases, the activation may not complete fully, or the phone's Bluetooth service may behave abnormally, preventing the App from discovering the sensor.The diagram below illustrates the three states of the sensor from factory to normal operation:Troubleshooting stepsFollow the steps below in order. Stop as soon as the connection is restored — there is no need to complete every step. If none of the steps restore the connection, contact customer support.Step 1: Verify phone settingsConfirm that all of the following conditions are met:Phone Bluetooth is enabledThe BUZUD App has been granted "Nearby devices" or "Bluetooth" permissionThe distance between the phone and the sensor is within 1 meterNo other App is occupying the connection to the same sensor modelStep 2: Re-trigger sensor activationRetrieve the applicator just used, then perform the following actions:Keep the sensor on the skin. Do not remove it.Align the circular opening at the bottom of the applicator with the applied sensor.Press gently and hold for 2 to 3 seconds.Rotate the applicator slightly by approximately 30° to 45°.Lift the applicator away and return to the App to search again.Note: This action does not affect the sensor's service life or measurement accuracy.Step 3: Restart the App and BluetoothFully close the BUZUD App from the phone's recent apps list.Turn off Bluetooth.Wait 10 seconds.Turn Bluetooth back on.Launch the BUZUD App and go to "Add sensor".Step 4: Restart the phoneFully power off the phone (use "Power off", not "Restart").Wait 30 seconds, then power the phone back on.Confirm that Bluetooth is enabled.Launch the BUZUD App and search for the sensor again.Step 5: Reinstall the BUZUD AppUninstall the currently installed BUZUD App. Do not log out or delete the account.Download the latest version from the App Store, Google Play, or the BUZUD official website.Sign in with the original account. Historical data will be restored automatically from the cloud.Go to "Add sensor" to search again.Step 6: Contact customer supportIf none of the steps above restore the connection, contact customer support using the procedure below. The support team will assess and assist based on the specific circumstances.Step 6.1: Upload CGM LogTo help support locate the issue efficiently, please upload the device log before submitting a ticket:Open the BUZUD App.Go to: Me → Settings → About BUZUD.Tap "Upload CGM Log".Wait for the "Upload successful" confirmation before proceeding.The log does not contain any personal health data. It includes only technical information such as device operating status and Bluetooth connection records, used for diagnostics by the support team.Step 6.2: Submit a ticketEntry point: BUZUD App → Me → Customer support → Submit a ticketInformation required in the ticket:FieldDescriptionSensor serial number (SN)Printed on the sensor's outer packagingApplication timeAccurate to the minutePhone model and OS versione.g. iPhone 15 Pro / iOS 18.2Troubleshooting steps performedList the step numbers already attemptedSymptom descriptionBriefly describe the App's on-screen prompt and how long it persistedCGM Log upload timeFill in after completing Step 6.1PrecautionsOnce removed, the sensor cannot be reapplied. Reapplying the sensor will invalidate measurement data and is not covered under warranty.Do not press or pry the sensor with sharp objects.The applicator is a single-use product. Do not reuse it.Do not disassemble the sensor or the applicator.Do not attempt to self-diagnose the device's status. If there is any doubt about the device's operating condition, contact customer support.
If you encounter any issues with your BUZUD CGM while you're on the go, don't worry!Before uninstalling or reinstalling the app, we recommend that you visit the official BUZUD website or contact our technical support team. They will be happy to assist you in troubleshooting any problems and help ensure your device continues to function properly throughout your trip.
When you see a "Calibration Failed" message, it means that you recently entered a fingerstick blood glucose value, but your BUZUD CGM sensor is having trouble calibrating.Please follow the instructions on the screen:If the message says "You can only enter the current time and earlier times", make sure the time you entered is not in the future.If the message says "If the issue persists after retrying, please contact customer support", wait 15 minutes and try entering your fingerstick reading again.If calibration continues to fail after multiple attempts, please contact customer support for assistance.
The BUZUD CGM system is now compatible* with the latest version of Android™ 15.However, if you're experiencing Signal Loss after pairing a sensor, it's possible that your phone has not yet received the full official version of Android 15. Manufacturers and mobile carriers release updates at different times. We recommend checking for any additional system updates for your phone and installing them promptly.If you're experiencing signal loss, try the following actions:(These steps may take up to 15 minutes to take effect.)Turn Bluetooth off, then turn it back on and keep it enabled.Keep your display device within 10 meters (33 feet) of the sensor, with no obstructions (such as your body, walls, or water) between them.Keep your phone on the same side of your body as the sensor. Bluetooth works best when the sensor and the display device are within line of sight.Keep the BUZUD CGM app open. Do not swipe it away or force close it.If the issue continues, restart your phone and the app.* Compatibility may vary by device model and manufacturer update schedule. Please refer to BUZUD’s official compatibility list for more information.
What Does the "Signal Loss" Alert Mean?The Signal Loss alert in the BUZUD CGM system notifies you when your display device (such as a smartphone) is no longer receiving glucose readings from the transmitter.Possible Causes:The transmitter and display device are more than 20 feet (6 meters) apartObstacles like walls, water, or the human body are blocking the Bluetooth signalThe BUZUD CGM app has been closed or Bluetooth has been turned offHow to Fix Signal Loss:Keep your transmitter and display device within 20 feet (6 meters) of each otherWait approximately 30 minutes to allow automatic reconnectionDo not manually close the BUZUD CGM app – it should always run in the backgroundIf the problem persists:Turn your phone's Bluetooth off and then back on, and wait 10 minutesRestart your smartphone and reopen the BUZUD CGM appClose other background apps to free up system resourcesMake sure your phone is charged and not in Low Power Mode, as this may disable BluetoothDuring Signal Loss:Use a blood glucose meter (fingerstick) to check your glucose levels and make any necessary treatment decisions.Do not rely solely on the BUZUD CGM during signal loss.Additional Notes:Once the transmitter reconnects to the display device, up to 15 days of missed glucose data can automatically be restored and displayed in your app’s graphApple Users: Unlike other alerts, the Signal Loss alert cannot play a sound or vibrate when your iPhone is in Silent or Do Not Disturb modeIf you frequently experience signal loss, check that your smartphone model is compatible, Bluetooth permissions are granted, and your phone’s battery settings allow background activity.For further support, contact BUZUD Customer Service.
A "Signal Loss" alert from the BUZUD CGM system means that your display device* has temporarily stopped receiving glucose readings from the sensor due to a connection issue.The Signal Loss alert appears on both the BUZUD CGM app and receiver as follows:Signal Loss alert in the appSignal Loss alert on the receiverCommon Causes of Signal Loss:The distance between the display device and the BUZUD CGM transmitter is too farPhone settings may be preventing the app from running properly in the background or maintaining Bluetooth connectionTroubleshooting Steps:Ensure your smart device or receiver* is within 6 meters (20 feet) of the BUZUD CGM transmitter with no major obstacles in between.Make sure you are using a phone listed on BUZUD’s compatible devices list.Verify that your phone settings follow the recommended BUZUD iPhone or Android settings.Have the following information ready:Your BUZUD CGM app login credentialsThe Transmitter ID currently in useHow to Re-Pair the Transmitter:Open the BUZUD CGM app and remove the currently paired CGM device.Go to your phone’s Bluetooth settings, locate the BUZUD CGM device, and select Unpair.These steps should help resolve most signal loss issues.If the Problem Persists:Contact BUZUD Technical Support for further assistance.Use your Blood Glucose Meter (BGM) to make treatment decisions during this period.Refer to the BUZUD CGM User Guide for more details on the Signal Loss alert, other notifications, and recommended device settings.* Display devices are sold separately. For a list of compatible smart devices, please visit the BUZUD official website. The optional receiver can be purchased through authorized BUZUD channels.
Glucose alerts can be critical to health and safety. By default, both iOS and Android suppress notification sounds when the phone is in Silent, Do Not Disturb, or Focus mode. To make sure alerts can still sound in these situations, please complete the setup below.Please read: Even after completing all of the steps below, smartphone alerts cannot be guaranteed to be 100% reliable. Please read the “Important Limitations” section at the end. This app should not be your only means of glucose monitoring and alerting.iOS (iPhone) Setup1. Allow Critical AlertsCritical Alerts are a special notification type provided by Apple that can play a sound even when your phone is muted or a Focus mode is on.When you first use the app, it will request “Critical Alerts” permission. Please choose Allow.To check manually: open Settings → BUZUD → Notifications.Confirm that Critical Alerts is turned on (green).Also confirm that Allow Notifications is on, and that Lock Screen, Notification Centre, and Banners are all selected.2. Turn On “Always Play Alert Sounds” in the AppGo to the relevant member’s detail page in the app.Turn on the Always Play Alert Sounds toggle.This setting helps alerts attempt to sound even in Silent or Focus mode.3. About Silent and Do Not DisturbCritical Alerts are designed to override the silent switch and Do Not Disturb.However, we still recommend not relying on Silent mode for extended periods. Where possible, keep your phone off Silent and at a sufficient volume during critical periods such as sleep.4. About Focus ModeEven if you add this app to a Focus mode’s “Allowed Notifications” list, the system may still block or delay alerts in some situations.We recommend: avoid enabling Focus mode during periods when you need to receive alerts; if you must enable it, add this app to that Focus mode’s allowed list, but please be aware this is not an absolute guarantee.5. Other RecommendationsKeep Background App Refresh on: Settings → BUZUD → Background App Refresh.Do not enable Low Power Mode, as it delays background notifications.Keep your phone volume at a level you can hear.Do not place this app in iOS 18’s “Hidden Apps” or under “Reduced Interruptions” blocking.Android Setup1. Allow Notifications and Set Highest PriorityOpen Settings → Apps → BUZUD → Notifications.Confirm the main notification toggle is on.Find the “Critical / Urgent Alerts” notification category and confirm its importance is set to Highest (Urgent).2. Grant “Do Not Disturb Access”To allow alerts to override Do Not Disturb, a separate permission is required:Open Settings → Notifications → Do Not Disturb → App exceptions (the exact path varies by device).Or follow the in-app prompt to grant “Do Not Disturb access”.Without this permission, alerts will not sound while Do Not Disturb is on.3. Allow Full-Screen and Lock Screen AlertsIn BUZUD’s notification settings, allow Lock Screen display and banners / pop-ups.If the system asks whether to allow “Full screen notifications / Full screen intent”, choose Allow.4. Disable Battery OptimizationAndroid restricts background apps, which can cause alerts to be delayed or silent:Open Settings → Battery → Battery optimization / App power management.Find BUZUD and set it to Don’t optimize / No restrictions / Allow background activity.5. About Silent and Do Not DisturbAfter correct setup, alerts should be able to sound during Do Not Disturb, but we still recommend not relying on Do Not Disturb for extended periods during critical times.Keep your media / alarm volume at a level you can hear.⚠️ Important Limitations (Please Read)Please understand the following points — they relate to your safety:Smartphone alerts are not 100% reliable. Even after completing all steps in this guide, alerts may still be delayed, silent, or undelivered due to operating system limitations, system updates, background mechanisms, network conditions, and other factors. This is a common limitation of all smartphone-based alerting apps, not unique to this app.Critical Alerts are not guaranteed to always play a sound. Under certain phone system versions or device states, a Critical Alert may not play a sound (the notification may still appear without any sound).Adding the app to a Focus mode allow list is not an absolute guarantee. Adding this app to a Focus / Do Not Disturb allow list improves the chance of receiving alerts, but the system may still block or delay them in some situations.Remote following (family / observers) relies on network push and is less reliable. Alerts received by observers depend on network and push services and may be missed due to network issues, push delays, or non-delivery. Remote following by family members cannot replace alerts on the wearer’s own device.Do not rely on this app as your only safeguard. Please combine it with routine glucose monitoring and other reminder methods, and perform a fingerstick glucose confirmation and any necessary medical action when an abnormality is suspected. If in doubt, consult your healthcare professional.If you still cannot receive alerts properly after completing this setup, please contact our support team and provide your phone model and system version so we can help investigate.
