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 system below to access the product's troubleshooting guide.
Troubleshoot Guide for Kelsi Medical Alert System
Experiencing a technical issue with your Kelsi? Once you identify what your device is doing please click on the appropriate link below.
Reminder: Please test your device once a month to ensure it is working properly.
The Kelsi Lights Are Flashing
If Kelsi is non-responsive, check to see if your Kelsi is fully charged. Once you identify the lights on your device, please follow the instructions below that pertain to your situation.
Charging. Let Kelsi charge for 2-3 hours
Charged, ready for use
Normal
Out of service, please contact Technical Support at 1-800-693-5433 Option 3.
Flash Red every 10 seconds
Please place on charger for 2-3 hours
No Lights
Normal. Device is ready for use
Solid Blue
Device is calling the command center. Your device is working
Flash Blue every 1 second for 5 seconds
Call Failed.
1. Retry test
2. Contact Technical Support at 1-800-693-5433 Option 3.
No Lights after the Button is pressed
Battery is drained. Please charge for 2-3 hours
"Talking" Device
Is your Kelsi talking to you? If so, listen to the message and then follow the instructions below that pertain to your message.
Button says, "Device Disabled"
Please contact Technical Support at 1-800-693-5433 Option 3 as your device has not been activated.
Button says, "Call Failed"
Call did not make it to the command center.
1. Retry pressing your button if you are testing
2. Contact Technical Support at 1-800-693-5433 Option 3 for additional assistance.
Operator Response
Call went through, device is working properly.
Charging Your Kelsi
To charge your Kelsi, follow the steps below.
- There is a battery indicator that can be pressed on the side of the device anytime to hear a real-time battery report.
- The device will say "Battery OK" when the battery is 11%-100%. It will say " Battery low, please charge" when the battery is lower than 11%. If you do not hear anything when the battery level indicator button is pressed, please place in charging cradle for 2-3 hours.
- The battery is designed to hold a charge for 30 days but may be reduced as a result of user activity, cellular coverage, and talk time.
Contact Technical Support: 1-650-605-6652 for further assistance.
Testing Your Kelsi
To do your monthly testing please press and hold the call button until the light around the call button turns blue. After a short delay, you will hear a voice message and then a tone. Please look to the instructions below if you encounter any questions.
You had a successful test
There is a response, but poor quality
You are in an area with poor cell coverage
1. Move the Kelsi to another location
2. Test again
Non-responsive
Your battery is drained.
1. Place the Kelsi on the charger for 2-3 hours
2. Test again
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?
- Green “Power” Light
- Yellow “Test” Light Blinking
- Red “Alarm/Status” Light
- “Talking” Home System
- No Lights
- Testing
- False Alarms
Is this not your system?
Reminder: Please test your device once a month to ensure it is working properly.
Green “Power” Light for Home System
Identify what the Green “Power” Light is doing. Follow the instructions below that correspond to your situation.
Your HOME system is not getting enough power from a direct source and is using the backup battery. Please verify that it is plugged in correctly as follows:
1. Check the power cord to ensure that it is plugged into a working 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. Check to ensure the HOME system is NOT plugged into an outlet controlled by a light switch
5. If connected to a surge protector/power strip make sure the power strip is on or plug directly into the wall outlet
6. Press the Green Reset Button one time and let go
Green “Power” light is steady
Your unit is functioning properly. Remember to test regularly!
Yellow “Test” Light Blinking on Home System
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 there may be a yellow light on the lower right side of your base unit. This light is to remind you to test your system monthly.
1. Press the button that you wear, either around your neck or wrist, and wait for the operator to speak with you.
2. Please inform the operator that this is a test call
3. 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 (even if by accident). Doing so may result in EMS being dispatched to your home.
Red “Alarm/Status” Light on Home System
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 or 2 beeps
Your HOME system is not getting enough power from a direct source and is using the backup battery. Please verify that it is plugged in correctly as follows:
1. Check the power cord to ensure that it is plugged into a working 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. Check to ensure the HOME system is NOT plugged into an outlet controlled by a light switch
5. If connected to a surge protector/power strip, make sure the power strip is on or plug directly into the wall outlet
(During a power outage your system will run on a backup battery for 24 hours and you’ll still be protected. Once power has been restored please allow 24 hours for it to recharge)
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 where it states “This plug to wall outlet.” 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. Please contact Technical Support at 1-800-693-5433 Option 3 for a replacement.
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 follow the instruction below that pertain to your situation.
System says “Power Failure”
Your HOME system is not getting enough power from a direct source and is using the backup battery. Please verify that it is plugged in correctly as follows:
1. Check the power cord to ensure that it is plugged into a working 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. Check to ensure the HOME system is NOT plugged into an outlet controlled by a light switch
5. If connected to a surge protector/power strip, make sure the power strip is on or plug directly into the wall outlet
(During a power outage your system will run on a backup battery for 24 hours and you’ll still be protected. Once power has been restored please allow 24 hours for it to recharge)
System says, “Telephone Line Problem”
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 where it states “This plug to wall outlet.” Follow that cord and ensure it is plugged into a functioning phone wall jack.
2. If there is a phone jack splitter, please remove the splitter and plug the line directly into the wall phone jack.
3. You’ll want to pick up your landline phone and check/listen for a dial tone.
4. If you have a dial tone, please call Technical Support for further assistance.
5. If no dial tone, you may need to contact your phone company.
No Lights on the Home System
Don’t see any lights on your system? Follow the instructions below to troubleshoot the problem.
No lights
Your HOME system is not getting power from a direct source and the backup battery is drained.
1. Check the power cord to ensure that it is plugged into a working 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. Check to ensure the HOME system is NOT plugged into an outlet controlled by a light switch
4. If connected to a surge protector/power strip make sure the power strip is on or plug directly into the wall outlet
5. Try another outlet
6. If after 4 hours it’s still not working please call Technical Support for further assistance at 1-800-693-5433 Option 3.
(During a power outage your system will run on a back up battery for 24 hours and you’ll still be protected. Once power has been restored please allow 24 hours for it to recharge)
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
Unsuccessful test, please follow the troubleshooting steps:
1. Please verify that the red phone cord is connected to the back of the base unit where it says, “This Plug to Wall Outlet” and the other end is plugged into the phone jack in the wall.
2. Ensure that the home phone cord is plugged into the back of the base unit where is says, “ Plug Phone or Other Device Here” and the other end is plugged into the back of the home phone.
3. Press the Green reset button and wait about 2 minutes
4. Repeat Test
Operator Response
Successfully connected to the Command Center
Contact Technical Support: 1-650-605-6652 for further assistance.
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?
Reminder: Please test your device once a month to ensure it is working properly.
Wireless Home System Green “Power” Light
Identify what the Green “Power” Light is doing. Follow the instructions below that correspond to your situation.
Blinking Once per Second or no green Power light
Your HOME system is not getting power from a direct power source. Please verify the following:
1. The battery switch at the back of the unit is in the on position. This is located on the back to the right of the AC power cord.
2. 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.
3. If the cord is firmly secured at both ends, test the outlet by plugging in another appliance.
4. Try another outlet.
5. The HOME system should not be plugged into an outlet controlled by a light switch.
6. 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.
Red “Alarm/Status” Light for Wireless Home System
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.
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 light is on
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 the back of the POM to the left of the power cord.
6. Press the red reset button
7. If the yellow light LED light is flashing please contact Technical Support at 1-800-693-5433 Option 3.
7. Repeat test
Cannot hear or understand
1. Move device to a different location, preferably near a window.
2. Repeat Test
Contact Technical Support: 1-650-605-6652 for further assistance.
Fall Detection False Alarms
Your necklace can automatically call the Command Center for help when the following criteria are met:
- An increase in speed/movement is detected
- There is a sudden impact
- There is a period of no movement after the fall.
Your fall sensor is calibrated to differentiate between a fall and everyday movements. Does not detect 100% of falls – you should always press your help button when you need help.
Check the following tips to prevent fall detection false alarms:
- Ensure you are wearing your device at heart level.
- Do not cover the fall sensor with clothing or coats.
- Carefully place the fall sensor on a desk or table when you are not using to avoid trigging a false alarm.
- When fall sensor in the horizontal position for 5 minutes, a one-minute sleep timer activates. This allows you to put on the pendant without triggering a false alarm. After 1 minute, the fall sensor will be back to normal function.