Troubleshooting Your Alert1 System

Troubleshooting your system is easy. The information here can help you identify the problem and find a solution. Choose your specific product below for your troubleshooting guide.

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Troubleshoot Guide for PAX Medical Alert System

Experiencing a technical issue with your PAX? The diagram on the right shows what each light is on your system. Once you identify which light is on click on the appropriate link below. 

 Which light do you see?

Reminder: Please test your device once a month to ensure it is working properly.

 

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Check the Battery Indicator Light

Look for the PAX battery indicator light. The color represents the battery level. Identify the color and the key below will describe what the color means.

Green

The battery is at it’s most optimum performance.

Amber

The battery is starting to deplete.

Red

The battery is low. Put on base station to charge.

None 

The battery is dead. Charge it for at least 4 hours. If after 4 hours, it is not green call Technical Support.

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Check Cellular Indicator Light

Look for the PAX cellular indicator light. The color represents the cell service level. Identify the color and the key below will describe what the color means. 

Green

Strong cellular signal.

Amber

Moderate cellular signal.

Red

No signal. No coverage. Move to a different area. *

None

The battery is dead. Charge it for at least 4 hours. If after 4 hours, it is not green, call Technical Support.

*NOTE: If you are stuck in a red zone and cannot physically move to another location, call 911 immediately.

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Check Call Button (Test Your PAX)

To test your PAX, press the call button on the device and wait for the operator. Below are a series of outcomes. Follow the instructions below that pertains to your situation. 

Operator AnswersYou had a successful test
There is a response, but poor call quality

You are in an area with poor cell coverage.

1.Move the PAX to another location.
2.Test again.

Beeps, but does not dial out

PAX needs to be reset.

1.Press and release the call button
2.Press and hold for 7 seconds. This will power off the device. Place the PAX on the charger for at least 4 hours. 

Contact Technical Support: 1-650-605-6652 for further assistance.

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Troubleshoot Guide for Kelsi Medical Alert System

Kelsi angeled

Experiencing a technical issue with your Kelsi? Follow the steps below to troubleshoot your mobile system. 

Step 1 

Charge the Kelsi

Step 2

Test the Kelsi

Step 3

Reset the Kelsi

Reminder: Please test your device once a month to ensure it is working properly.

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Step 1: Charge the Kelsi

kelsi.alert1 medical alert system

If Kelsi is non-responsive, check to see if your Kelsi is fully charged.

How to charge Kelsi:

  1. Open the Cover and plug the provided cable into the Charger Connector. The Status Light around the Button will flash RED and BLUE when the connection is made.
  2. Wait about 3 hours for Kelsi to fully charge. The Status Light will flash RED while Kelsi is charging.
  3. Kelsi is fully charged when the Status Light flashes BLUE.
  4. Remove the cable when Kelsi is fully charged. The Status Light will stop flashing.

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Step 2: Test the Kelsi

To test the Kelsi, press the button on the device and wait for the operator. Check the Status Light for the Kelsi’s connection.  

If the Status Light is BLUE, Kelsi has cell coverage and is connecting to the Command Center. Inform the operator that you are testing your medical alert device.

If the Status Light is RED, Kelsi has no cell coverage and is connecting to 911. Inform the operator that you are testing your medical alert device.

Below are a series of outcomes. Follow the corresponding instructions below.

Operator answers

You had a successful test. 

There is a response, but poor call quality

You are in an area with poor cell coverage.

1.Move the Kelsi to another location.
2.Test again.

Beeps, but does not dial out

Proceed to Step 3 to reset Kelsi.

Non-responsive

1.Place the Kelsi on the charger for at least 3 hours.
2.Test again.

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Step 3: Reset the Kelsi

To reset your Kelsi, follow the steps below. 

1.Find, the reset button in a small hole to the right of the charging port, beneath the flap.
2.Insert a paper clip or pen tip into the hole and press firmly. 
3.Go back to testing the Kelsi.
4.Contact Technical Support after three failed tests.

 

Contact Technical Support: 1-650-605-6652 for further assistance.

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Troubleshoot Guide for Home Medical Alert System

Experience a technical issue with your HOME System? The diagram on the right shows what each light is on the HOME Systems. Once you identify which light you see click on the appropriate link below. 

What light do you see? 


How to test your system

 Testing

Reminder: Please test your device once a month to ensure it is working properly.

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Green “Power” Light

Identify what the Green “Power” Light is doing. Follow the instructions below that corespond to your situation. 

Blinking green “Power” lightor no green light

Your HOME system is not getting power from a direct power source and is using the back up battery. Please verify that it is plugged in correctly.

1.Check the power cord to ensure it is plugged into a wall outlet on one end, and the back of the system on the other.
2.If the cord is firmly secured at both ends, test the outlet by plugging in another appliance.
3.Try another outlet.
4.The HOME system should not be plugged into an outlet controlled by a light switch.
5.If it is connected to a power strip make sure the power strip is on.

Green “Power” light is steady

Your unit is functioning properly.

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Yellow “Test” Light Blinking

Identify if the Yellow “Test” Light is Blinking. Follow the instructions below to troubleshoot your problem.

Yellow “Test” light is blinking 


If you have a HOME system then you’ll see the yellow light blinking every month. It is reminding you to test your system.

 Press your pendant and wait for the operator to speak with you.

1.Inform the operator that it is a test call.
2.The operator will reset your system and the yellow light will go off.

NOTE: Do NOT press the green reset button after the alarm has been activated. Doing so may result in EMS being dispatched to your home.

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Red “Alarm/Status” Light

If you see the Red “Alarm/Status” Light blinking press the green reset button. Listen and count the beeps. Follow the instruction below that pertain to your situation.

1 beep or 2 beeps


Your HOME system is not getting power from a direct power source and is using the back up battery. Please verify that it is plugged in correctly

1.Check the power cord to ensure it is plugged into a wall outlet on one end, and the back of the system on the other.
2.If the cord is firmly secured at both ends, test the outlet by plugging in another appliance.
3.Try another outlet.
4.The HOME system should not be plugged into an outlet controlled by a light switch.
5.If it is connected to a power strip make sure the power strip is on.

 

(During a power outage your system will run on a back up battery for 24 hours and you’ll still be protected.)

3 beeps

The HOME system cannot detect a dial tone.

1.Look at the back of your HOME system to verify that there is a telephone cord plugged in. Follow that cord and ensure it plugged into a functioning phone jack.
2.You’ll want to pick up your landline phone and check/listen for a dial tone.
3.If you have a dial tone, please call Technical Support for further assistance.
4.If no dial tone, you may need to contact your phone company.

4 beeps

The battery is low inside your personal help button. You will need to contact Technical Support.

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Red “Alarm/Status” and “Talking” Home System

If you hear your system talking and see the Red “Alarm/Status” Light blinking press the green reset button. Listen and count the beeps. Follow the instruction below that pertain to your situation.

System says “Low Battery” or “Power Failure”

Your HOME system is not getting power from a direct power source and is using the back up battery. Please verify that it is plugged in correctly

1.Check the power cord to ensure it is plugged into a wall outlet on one end, and the back of the system on the other.
2.If the cord is firmly secured at both ends, test the outlet by plugging in another appliance.
3.Try another outlet.
4.The HOME system should not be plugged into an outlet controlled by a light switch.
5.If it is connected to a power strip make sure the power strip is on.

(During a power outage your system will run on a back up battery for 24 hours and you’ll still be protected.)

System says “Telephone Line Failure”

The HOME system cannot detect a dial tone.

1.Look at the back of your HOME system to verify that there is a telephone cord plugged in. Follow that cord and ensure it goes directly into your phone jack in the wall and phone modem.
2.You’ll want to pick up your landline phone a check/listen for a dial tone.
3.If you have a dial tone, please call Technical Support for further assistance.
4.If no dial tone, you may need to contact your phone company.

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No Lights

Don’t see any lights on your system? Follow the instructions below to troubleshoot the problem.

No lights

HOME system is not receiving power and the back-up battery is drained.

1.Check the power cord to ensure it is plugged into a wall outlet on one end, and the back of the system on the other.
2.If the cord is firmly secured at both ends, test the outlet by plugging in another appliance.
3.The HOME system should not be plugged into an outlet controlled by a light switch.
4.If it is connected to a power strip make sure the power strip is on.
5.Try moving to another power outlet and let it charge.
6.If after 4 hours it’s still not working please call Technical support for further assistance.

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Testing the HOME System

Press the button on the pendant and wait for the operator’s  response through the base station. Below are two outcomes, follow the one that pertains to your situation.

Beeping more than 5 minutes and red “Alarm/Status” light is on continuously

Unsuccessful Test

1. Turn the on/off switch to “off.”

2. Unplug power cord.

3. Plug in power cord.

4. Turn on/off switch “on.”

5. Open sim card door located on back of device to the left of the power cord.

6. Press the red reset button.

7. Repeat test

Cannot hear or understand

Repeat Test

Contact Technical Support: 1-650-605-6652 for further assistance.

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Troubleshoot Guide for Home Wireless Medical Alert System

Experiencing a technical issue with your Wireless System? Once you identify which light you see click on the appropriate link below.

What light do you see? 

Green “Power” Light
Red “Alarm/Status” Light
Yellow “Cellular” Light

How to test your system


Reminder: Please test your device once a month to ensure it is working properly.

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Green “Power” Light

Idetify what the Green “Power” Light is doing. Follow the instructions below that corespond to your situation.

Blinking green “Power” light or no green “Power” light


Your HOME system is not getting power from a direct power source and is using the back up battery. Please verify that it is plugged in correctly.

1.Check the power cord to ensure it is plugged into a wall outlet on one end, and the back of the system on the other.
2.If the cord is firmly secured at both ends, test the outlet by plugging in another appliance.
3.Try another outlet.
4.The HOME system should not be plugged into an outlet controlled by a light switch.
5.If it is connected to a power strip make sure the power strip is on.

Green “Power” light is steady

Your unit is functioning properly.

Contact Technical Support: 1-650-605-6652 for further assistance.

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Red “Alarm/Status” Light

Is your Red “Alarm/Status” Light blinking? Follow the instructions below to troubleshoot the problem.

Red “Alarm/Status” light is blinking


Device is in learning mode.

1.Press the help button and the reset button on the base simultaneously to take it out of learning mode.
2.Test device by pressing the button on your pendant.

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Yellow “Cellular” Light

Identify what the Yellow “Cellular” Light is doing. Follow the instructions below that corespond to your situation. 

Yellow light is blinking once every 5 seconds

The SIM card is not inserted properly.

1.Ensure SIM card is inserted with gold side facing up and cropped side facing down.
2.Press red reset button.

Yellow light is blinking twice every 5 seconds

No cell coverage.

1.Press red reset button and wait up to five minutes for red light to flash once every second and yellow light to turn off.
2.If unsuccessful, move device to another location and repeat step one.

Contact Technical Support: 1-650-605-6652 for further assistance.

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Testing the Wireless System

Press the button on the pendant and wait for the operator’s  response through the base station. Below are two outcomes, follow the one that pertains to your situation.

Beeping more than 5 minutes and red “Alarm/Status” light is on continuously


You had an unsuccessful test. To troubleshoot:

1. Turn the on/off switch to “off.”

2. Unplug power cord.

3. Plug in power cord.

4. Turn on/off switch “on.”

5. Open sim card door located on back of device to the left of the power cord.

6. Press the red reset button.

7. Repeat test

Cannot hear or understand

Repeat Test

Contact Technical Support: 1-650-605-6652 for further assistance.

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