Check the environment: If the user is in locations such as airports, subways, railway stations, malls, stores, exhibition halls with electric appliances, transformer substations, MRI rooms, or small enclosed spaces, ask them to leave these areas before continuing with the troubleshooting steps below.
Ensure the correct distance: Ensure the transmitter is within 6 meters of the phone. It’s ideal if both are in the same room and not too far apart.

Step 1: Check Bluetooth settings

- Ask the user to verify that Bluetooth is enabled on their phone. They can do this by going to Settings → Bluetooth → List of Devices.
- Even if the transmitter appears, do not connect to it from here.
- Ask the user to disconnect any other Bluetooth devices that are connected. Then, have them try reconnecting the transmitter through the Anytime App again.
    - If it works, end the troubleshooting process.
    - If it doesn't work, proceed to Step 2.

Step 2: Recharge the transmitter

- Ask the user to charge the transmitter until the blue light turns on. Ensure the transmitter is placed on the charging base when attempting initialization again.
    - If it works, end the troubleshooting process.
    - If it doesn't work, proceed to Step 3.

Step 3: Try a different phone

- Ask the user to try connecting the transmitter using a different phone. Have them search for the transmitter in the Bluetooth settings to see if it can be found.
- This helps determine if the issue is with the phone or the transmitter itself.
    - If the transmitter can be found on the other phone, ask the user to switch to that phone and log in with their same account. Then, go back to Step 2.
    - If the transmitter still cannot be found, proceed to Step 4.

Step 4: Restart the phone

- Ask the user to restart their phone and attempt the initialization again.
    - If it works, end the troubleshooting process.
    - If it doesn't work, proceed to Step 5.

Step 5: Contact Yuwell Customer Service

- If none of the previous steps worked, please follow the after-sales strategy. Collect the following information to assist Yuwell Customer Service with further support:

1. Serial number (SN) of the transmitter.
2. Screenshot of the app page showing the transmitter searching issue.
3. Screenshot of the Bluetooth connection settings on the user's phone.
4. Description of the user’s current environment, such as whether they are in a location like a railway station, airport, or any other place that could interfere with the CGM device.
5. Confirmation if the transmitter is fully charged (with the blue light on).
6. User's phone model and system version.

Step 1: Assess the pain level

Ask the user to describe their pain level and their overall feelings to determine whether they can tolerate the discomfort.
- If the pain is slight and the user is mostly feeling worried or scared, proceed to Step 2.
- If the pain is too intense to tolerate, proceed to Step 3.

Step 2: Comfort the user and suggest continuing

Comfort and encourage the user to continue wearing the CGM.
However, advise the user to monitor the sensor’s position and look out for any irregularities.
If the user notices any issues with the sensor’s placement, ask them to remove the CGM.

Step 3: Remove the CGM

Ask the user to remove the CGM immediately if the pain is intolerable.
If the user needs to wear another sensor, suggest placing it in a different location with a thicker fat layer, as this could reduce the possibility of pain.

Step 4: Follow after-sales procedure

Follow the after-sales strategy and contact Yuwell Customer Service for further support. Before reaching out, gather the following information:

1. Serial number (SN) of the sensor.
2. A picture of the worn CGM.
3. The QR code of the sensor on its base.

Step 1: Check the buckle

Ask the user to check if the buckle is securely fastened.
If it is not, instruct the user to remove the transmitter and refasten it to the sensor.
Additionally, ask them to rotate the buckle in reverse to ensure it is properly secured.

Step 2: Check the adhesive tape

Ask the user to inspect the adhesive tape for looseness.
If it is loose, suggest applying a strengthening sticker to secure the sensor.

Step 3: Press the CGM

Ask the user to gently press the CGM for a while and check if data transmission resumes.

Step 4: Follow after-sales strategy

If none of the above steps resolve the issue, follow the after-sales strategy.

Contact Yuwell Customer Service for further support and collect the following information:

1. Serial number (SN) of the sensor.
2. A screenshot of the APP home page showing the error message.
3. A picture of the worn CGM.
4. A picture of the buckle.

Step 1: Assess the situation

Ask the user to describe their symptoms and confirm the severity of the reaction.
Provide guidance based on the user’s condition.
If necessary, advise the user to consult a doctor for professional medical advice.

Step 2: Follow after-sales strategy

If needed, follow the after-sales strategy and contact Yuwell Customer Service for further support.
Gather the following information before reaching out:

1. Serial number (SN) of the sensor.
2. A picture of the worn CGM.
3. A picture of the affected skin area showing the allergic reaction.