Omnipod® 5 FAQs: Troubleshooting

Select “Try Again” on the Omnipod 5 Controller to try to establish communication with the Pod. This may take a few tries. If this doesn’t work, restart the Controller.

=> Hold down the Power button for about 10 seconds, until you see “Power Off” and “Restart”. Select “Restart”. When the Controller restarts select “Try Again”, and it should regain communication with the Pod.

If the Omnipod 5 App has sent the instruction to the Pod and hasn't received confirmation that it was carried out, the Omnipod 5 App offers these options:

• CHECK STATUS: Move to a new location, then select this option to recheck for confirmation that the instruction was carried out.
• DEACTIVATE POD: This should not be your patient's first choice. When this option is selected, follow the instructions for replacing the Pod. If the Omnipod 5 App has not sent the instruction to the Pod, the Omnipod 5 App tells you to move to a new location and tap TRY AGAIN to reattempt communication. 

After tapping TRY AGAIN, if the next communication attempt fails, the Omnipod 5 App offers these options:

• CANCEL: Select this option to cancel sending the instruction. In this case, the Pod continues with its prior insulin delivery mode. You can try to send the instruction later.
• TRY AGAIN: Move to a new location, then select this option to tell the Omnipod 5 App to reattempt sending the instruction to the Pod.
• DEACTIVATE POD: This should not be your patient's first choice. When this option is selected, can follow the instructions for replacing the Pod.

If a communication error occurs during Pod activation, the following options become available:

• DISCARD POD: This should not be your patient's first choice. Select this option to stop attempting to use this Pod.
• TRY AGAIN: Select this option to attempt to re-establish communication.

Even though the Omnipod 5 System is automating insulin delivery, there may still be times when your patient experiences high or low glucose levels. If glucose levels are higher than usual when starting Omnipod 5, remember these key practices:

Bolus for meals and snacks. If your patient misses bolusing for carbohydrates, Omnipod 5 will increase insulin delivery if it sees a rise in glucose levels, but it may take some time for it to bring glucose back towards Target Glucose.
Give correction boluses when needed. The SmartBolus Calculator suggests correction boluses if it determines that additional insulin (outside of the automated insulin delivery) is needed. Try not to override the suggestions given by the System.
Giving meal and correction boluses when needed will help the System understand your patient's total daily insulin needs and, in turn, update their Adaptive Basal Rate with each Pod change.
Discuss when to bolus for meals with your patient. Delivering insulin 15-20 minutes before eating may help if they are experiencing high glucose levels after meals or snacks.

If they’ve tried this and glucose levels continue to be elevated, consider adjusting your patient's bolus settings. For example, it's common to need changes to Insulin-to-Carb ratios, generally a lowering of the ratio to receive more insulin before meals. Other bolus settings include Target Glucose, Correction Factor, Duration of Insulin Action, and Reverse Correction.

^{Note: Patients should not change settings without adequate training and guidance from you. Initiating and adjusting settings incorrectly can result in over-delivery or under-delivery of insulin, which could lead to hypoglycemia and hyperglycemia. They should always follow your advice and the User Guide provided with the Omnipod 5 System.}

If Pods are deactivating unexpectedly, check the Pod shut-off setting to see if it’s toggled on. To check this, go to “Settings”, “Reminders”, “Pod Shut-Off” and confirm that it’s toggled off to prevent this from happening.

To learn more about Omnipod 5 and get your patients ready for training, they can visit: Omnipod 5 Resources 

If the Omnipod 5 Controller is charging slowly, make sure that your patient is using the supplied charging cable and adapter. 
If the Omnipod 5 Controller is not charging at all, and your patient has already confirmed that they’re using the supplied charging cable and adapter, we recommend having them inspecting the Controller’s charging port for debris before charging.

Try the following steps:
Make sure the Dexcom G6 transmitter serial number entered in the Omnipod 5 App on the Controller matches the number entered in the Dexcom G6 mobile app and the number on the Transmitter. To do this, check the serial number on the Dexcom G6 app in the Menu under “Settings” then “CGM Transmitter”.
Make sure the Dexcom G6 receiver is turned off. The Dexcom G6 receiver cannot be used as part of the Omnipod 5 System. A patient must use the Dexcom G6 mobile app on a compatible smartphone as part of the system.
Using the Omnipod 5 App on the Controller go to the Menu then “Manager Sensor”. Delete the transmitter serial number then enter it again. This resets the communication between the CGM and the Pod. It may take up to 20 minutes for values to appear in the Omnipod 5 App.