1Bluetooth (Optional)
You can rename your SugarPixel to make it easier to identify if you have multiple devices. Default names look like SugarPixel-04C7 — custom names like Kitchen, Bedroom, or Joseph work well.
- 4–12 characters, letters and numbers only — no spaces or special characters
Phones cache Bluetooth device names, so the new name may not appear immediately. Restart your phone and/or SugarPixel if needed.
2WiFi Setup (2.4 GHz)
Expand the section below that matches your network type.
Standard Home WiFi
Connect to a standard 2.4 GHz home network
SugarPixel connects to 2.4 GHz WiFi networks.
- Select your WiFi network from the list
- Enter your WiFi password and tap Sync WiFi
- If successful, SugarPixel will prompt you to Add CGM (first-time setup) or begin downloading readings.
- If unsuccessful, SugarPixel will show "Check WiFi" — expand the troubleshooting section below.
- If your network isn't listed, tap Rescan. If it still doesn't appear, it may be 5 GHz only.
- If your network has no password, enable No WiFi Password.
University
Register your device on university authentication networks
University networks often use special authentication. Most students connect via device registration, not a standard password. If you can't connect after following these steps, contact us with your school name.
Option 1: Device Registration (Most Common)
Most universities allow IoT devices like smart TVs or gaming consoles to connect by registering the device's MAC address. Search Google for "[school name] register device WiFi" to find your school's instructions, then:
- In the SugarPixel app, open WiFi & Bluetooth and note the MAC address shown at the bottom of the screen.
- Register SugarPixel on the university website using that MAC address. (Some schools provide a personal WiFi password instead.)
- In the app, select the university WiFi network name. If it's not listed, enable Type Name and enter it manually.
- Enter the password if provided, or enable No WiFi Password if none is required.
- Continue with the rest of the SugarPixel setup.
Option 2: Standard WiFi Password (Less Common)
Some universities offer a traditional password-based network. SugarPixel can connect as long as it supports 2.4 GHz WiFi and does not require a web login page.
Option 3: Contact University IT
If you're unsure which option applies, contact IT. They may assist with device registration, allow a small personal router, or provide an alternate network for medical devices. Ask them to reach us at support@customtypeone.com if needed.
Option 4: Mobile Hotspot (Fallback)
If none of the above work, see the Mobile Hotspot section for setup details.
School / Work
Connect through enterprise or managed network environments
Setup at a school or workplace usually requires IT assistance. Share the requirements below with your IT department. If they have questions, ask them to contact us at support@customtypeone.com.
Network Requirements
- 2.4 GHz WiFi only
- WPA2 (password-based) is supported
- Enterprise WiFi (username/password) is not supported
- Captive portals are not supported
- SugarPixel does not need to be on the same WiFi as the CGM phone
Firewall / Allowed Endpoints
All connections use HTTPS except time sync. Only the CGM in use needs to be allowed.
- Dexcom: *.dexcom.com
- Libre: *.libreview.io
- Gluroo: *.gluroo.com
- Nightscout: patient-specific URL (provide to IT)
- Firmware updates: cdn.shopify.com
- Time sync (NTP): *.ntp.org on port 123 — additional servers returned by NTP must also be reachable. A custom time server can be configured if needed (see Custom Time Server below).
Notes for IT
- This list may change as features are updated.
- Whitelisting by SugarPixel MAC address is the most reliable long-term approach. The MAC address is shown in the WiFi settings screen of the app.
Mobile Hotspot / Public WiFi
For hotels, travel, or anywhere that requires a login page to connect
Public WiFi (hotels, cafes, travel) requires a login page that SugarPixel cannot complete. Connect it through a mobile hotspot instead.
If you set your hotspot name and password to match your home WiFi, SugarPixel will connect automatically when the hotspot is on — no reconfiguration needed.
Hotspot Requirements
- Name and password must use letters and numbers only — no spaces or special characters
- Enable Compatibility Mode (or equivalent) to use 2.4 GHz — this is unrelated to 5G cellular
- iPhone hotspot name: Settings → General → About → Name
- Android hotspot name: usually found in Settings → Hotspot settings
If you have a second phone or tablet (Recommended)
Most phones disable hotspot while Bluetooth is active.
- Enable hotspot on your phone
- Restart SugarPixel
- Open the SugarPixel app on a second device, connect, and select the hotspot network
If you only have one phone
- Open the app and connect to SugarPixel
- Enable Type Name and manually enter the hotspot name and password
- Tap Disconnect in the app and unplug SugarPixel
- Enable hotspot on your phone, then plug SugarPixel back in
Custom Time Server (Advanced)
Configure a custom NTP time server for managed network environments
SugarPixel uses public NTP servers by default. If your network requires an internal or alternate time server, you can set a custom one using a micro SD card (16 GB or smaller).
- Create a file on the SD card named
config.txt - Add one line:
ntpserver=YourServer— replacing YourServer with an IP address, fully qualified domain name, or hostname.local - With SugarPixel unplugged, insert the SD card into the slot on the back
- Plug in power to start SugarPixel
If the custom time server is unavailable, SugarPixel falls back to the default public servers. To revert to defaults, reboot SugarPixel without the SD card inserted.
⚠️ Troubleshooting
Check WiFi · WiFi in Green · Firewall Issue · Delayed Readings on Mesh Networks
Check WiFi
SugarPixel shows Check WiFi or won't connect — password and router fixes
1Start here: restart everything
- Restart your WiFi router and wait 5 minutes
- Unplug SugarPixel and plug it back in
If you use a mesh network or WiFi extenders, restart all nodes as well. If the issue continues, repeat up to three times.
2Check your password carefully
- Passwords are case-sensitive — watch for auto-capitalization
- No extra spaces at the start or end
- Watch for look-alikes: O (oh) vs 0 (zero), l (el) vs 1 (one)
3Still showing "Check WiFi"? Use a Guest Network
If the basics are correct, the issue is usually a router compatibility conflict — common with dual-band (2.4/5 GHz combined) networks, mesh routers, or WiFi extenders. The most reliable fix is to connect SugarPixel to a dedicated Guest Network.
- Log in to your router's settings (via its mobile app or the web address printed on the router)
- Find Guest Network under WiFi settings and enable it
- If available, set it to 2.4 GHz only
- Give it a simple name and password (letters and numbers only)
- In the SugarPixel app, connect to the new network
Delayed Readings on Mesh Networks or WiFi Extenders
Follower app shows readings but SugarPixel is delayed — usually a mesh network issue
If your follower app shows current readings but SugarPixel is delayed more than 15 minutes (and not showing blue), this usually indicates a WiFi network issue — most commonly mesh networks or WiFi extenders.
If you use:
- A mesh WiFi system (multiple small nodes around your home), or
- WiFi extenders
These setups can prevent stable communication even if other devices appear to work normally.
Set up a 2.4 GHz Guest Network using the guest network steps in the Check WiFi troubleshooting section above, then connect SugarPixel to that network. This resolves the issue in most cases.
Firewall Issue
WiFi connected but no internet access — common causes and fixes by scenario
SugarPixel connected to WiFi but can't reach the internet. Find your scenario below.
Was previously working
Restart your WiFi router, wait 5 minutes, then unplug and replug SugarPixel. If you use a mesh network or WiFi extenders, restart all nodes. Repeat up to three times.
Clock sync taking too long (first-time setup)
SugarPixel requires a successful NTP time sync before it can operate. Try rebooting SugarPixel first. If on home WiFi and it still persists, do a full internet reboot:
- Unplug SugarPixel
- Unplug your modem and router
- Plug in the modem, wait 5 minutes
- Plug in the router, wait 5 minutes
- Plug in SugarPixel
Captive portal (hotels, cafes, public WiFi)
Public networks that require a login screen are not supported — SugarPixel can't complete the login. Use a mobile hotspot instead. See the Mobile Hotspot / Public WiFi section above.
University or college network
The guest or enterprise network may be blocking SugarPixel. See the University section above for device registration steps.
No internet on your network
Your router may be working but your internet connection may be down. Test with another device on the same WiFi network.
Firewall blocking time servers (school/work IT)
SugarPixel requires NTP time sync on port 123 and HTTPS access to CGM servers. See the School / Work section above for the full list of required endpoints to share with IT.
WiFi in Green
Connected to WiFi but can't reach the internet — a reboot usually resolves it
SugarPixel displays WiFi in green when it has connected to your network but cannot proceed to the internet.
First-time setup: Start by rebooting SugarPixel — unplug it, plug it back in, and wait. If that doesn't resolve it, make sure you're following the setup steps for your specific network type (home, school, university, etc.).
Previously working: This is usually a temporary WiFi issue. Restart your router, wait 5 minutes, then unplug and replug SugarPixel. If it continues, see the Check WiFi troubleshooting section above.