Fix a connection problem
First identify which connection fails: account portal, Nightscout website, source uploader/cloud, or a follower. An error at one step does not establish failure of all steps.
The Nightscout site will not open
- Copy the complete URL from your Pro account and confirm
https://and any regional hostname component. - Record the exact browser error and time. If practical, compare Wi-Fi and cellular on a device you control.
- For DNS/host errors, check the address. For certificate/TLS errors, preserve the message; do not disable HTTPS or bypass certificate checks.
- If the site remains unavailable, give support the URL and error. Do not create a new site or change upload credentials repeatedly.
Website works but one app fails
Follow that app’s specific URL/authentication format. A 401/403 indicates authentication/permission; a missing upload token, wrong API version and wrong portal password need different fixes.
If failure only occurs while the phone is locked, review the app’s required background and battery permissions. Keep necessary device security settings; do not broadly disable protections as a generic fix.
Cloud source is stale
Compare readings in the manufacturer cloud and Pro Connect Logs. If the source itself lacks current data, resolve that source path first. A successful Pro login cannot restore missing source readings.
If the same suggested fix has already failed, report that result once and ask for the next investigation. Support details checklist.