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.
#1 Medical Alert By
Modern Senior Magazine
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.
| Status | Solution |
| 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.
| Status | Solution |
| 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.
| Outcome | Solution |
| 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 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
Which device do you have?
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Troubleshoot Guide for Kelsi Medical Alert System
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
If Kelsi is non-responsive, check to see if your Kelsi is
fully charged.
How to charge Kelsi:
- 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.
- Wait about
3 hours for Kelsi to fully charge. The Status Light will flash RED while Kelsi is charging.
- Kelsi
is fully charged when the Status Light flashes BLUE.
- 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.
Outcome | Solution |
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 Kelsi Medical Alert System
Experiencing
a technical issue with your Kelsi? Follow the steps below to troubleshoot your
mobile system.
Step 1
Charge your Kelsi
Step 2
Check your Kelsi Call Light
Step 3
Test your Kelsi
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Charge Your Kelsi
If Kelsi is non-responsive, check to see if your Kelsi is
fully charged.
How to Charge Kelsi:
Place
Kelsi on its cradle to charge. The Kelsi is fully charged after 3 hours, or
when the Battery Light turns solid RED.
Check the table below to see what each light indicates.
| Battery Light | Status |
| Solid RED Flash/1 Sec | You had a successful test |
| RED | Fully Charged |
RED Flash/2 Sec | Charging |
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Check Your Kelsi Call Light
Press
and hold the Call Button until the Call Light turns solid BLUE. The Command Center will come on the line.
Inform the operator that you are preforming a test on your medical alert
device.
If
your device is flashing BLUE once every five seconds, that means your device is
functioning properly.
Check
the chart below to see what each call light represents.
| Call Light | Status |
| Solid BLUE | Calling Command Center. Device is working. |
| Solid RED | Calling 911. Tell them you are testing your device. Your device is working. |
| BLUE Flash/5 Sec | Normal, deivice is working and ready to use. |
BLUE Flash/5 Sec | No service. Contact technical support. |
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|
Call
Light
|
Status
|
|
Solid
blue
|
Calling Command Center.
Device is working.
|
|
Solid red
|
Calling 911. Tell them
you are testing your device. Your device is working.
|
|
Blue flash/5
sec
|
Normal, device is
working and ready for use.
|
|
Blue flash/1
sec
|
No service. Contact
technical support.
|
Contact
Technical Support: 1-650-605-6652 for
further assistance.
Test your Kelsi
Press and hold the Call Button until the Call Light turns
solid BLUE. The Command Center will come on
the line. Inform the operator that you are preforming a test on your medical
alert device.
Below are a series of outcomes. Follow the corresponding
instructions below.
|
Outcome
|
Solution
|
|
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.
|
|
Non-responsive
|
1.Place the Kelsi on
the charger for at least 3 hours.
2.Test again.
|
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.
Status | Solution |
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.
Status | Solution |
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.
Status | Solution |
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.
Problem | Solution |
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.
| Problem | Solution |
| 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.
Problem | Solution |
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
correspond to your situation.
Status | Solution |
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.
Status | Solution |
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
correspond to your situation.
Status | Solution |
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.
Problem | Solution |
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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Troubleshoot Guide for PAX Plus Medical Alert System
Experiencing a technical issue with your PAX
Plus? Select the device you are having issues with below:
PAX Plus
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 Plus battery indicator light. The color represents the battery level. Identify the color and the key below will describe what the color means.
| Status | Solution |
| 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 Plus cellular indicator light. The color represents the cell service level. Identify the color and the key below will describe what the color means.
| Status | Solution |
| 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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Call Button Light (Testing PAX Plus)
To test your PAX Plus, 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.
|
Outcome
|
Solution
|
|
Operator
answers
|
You
had a successful test.
|
|
There
is a response, but poor call quality
|
You are in an area with poor cell
coverage.
- Move PAX Plus to another location.
- Test
again.
|
|
Beeps, but does not dial out
|
PAX Plus needs to be reset.
- Press and release the call button.
- Press and hold for 7 seconds. This will power off
the device. Place the PAX Plus on the charger for at least 4 hours.
|
Contact
Technical Support: 1-650-605-6652 for further assistance.
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PAX Plus - Classic Wristband
To check the status of your Wristband, click the Check Wristband Battery Indicator link below. If you need help testing your device, click the Testing your Wristband link below.
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Checking Your Wristband Battery Indicator Light
Look for the Wristband battery indicator light. The color represents the battery level. Identify the color and the key below will describe what the color means.
|
Status
|
Solution
|
|
Green
|
The battery is at its most optimum performance.
|
|
Red
|
The
battery is low. Contact technical support and request new wristband.
|
|
None
|
The
battery is dead. Contact technical support and request new wristband.
|
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How to Test Your Wristband
Before testing
your wristband ensure your PAX Plus is fully charged. To test your Wristband,
press the Help 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
answers
|
You
had a successful test.
|
|
There
is a response, but poor call quality
|
You are too far away from your PAX
Plus and Cradle.
- Make
sure your PAX Plus is placed in a location that has full coverage of your
house.
- Move
closer to your PAX and try test again.
|
|
No
response.
|
Battery
may be dead or wristband is too far away from PAX Plus.
- Make sure PAX Plus is charged and
properly placed in cradle.
- Move closer to PAX Plus and test
again. If still no response contact technical support.
|
Contact Technical
Support: 1-650-605-6652 for further assistance.
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Fall Detection Home Pendant
To check the status of your Fall Detection Home Pendant, click the Checking your Pendant Indicator Light link below. If you need help testing your device, click the Testing your link below.
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Checking Your Pendant’s Battery Indicator Light
Look for the Pendant battery indicator light. The color represents the battery level. Identify the color and the key below will describe what the color means.
|
Status
|
Solution
|
|
Green
|
The battery is at its most optimum performance.
|
|
Red
|
The
battery is low. Contact technical support and request new pendant.
|
|
None
|
The
battery is dead. Contact technical support and request a new pendant.
|
Back to PAX Plus Back to top
Testing Your Pendant
To test your
Pendant, press the Help Button on the device and wait for the operator. Below
are a series of outcomes. Follow the instructions below that pertains to your
situation:
|
Outcome
|
Solution
|
|
Operator
Answers
|
You
had a successful test.
|
|
There
is a response, but poor call quality
|
You are too far away from your PAX
Plus and Cradle.
- Make
sure your PAX Plus is placed in a location that has full coverage of your
house
- Move
closer to your PAX and test again.
|
Contact Technical Support: 1-650-605-6652 for further assistance.
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Troubleshoot Guide for Medication Reminder & Organizer
How to Set up and User Your Alert1 Automatic Mediction Reminder and Organizer
Problem | Solution |
No time display, and there is a blinking colon. | There is no power to the device. Check if power chord is plugged into a working outlet. |
Alarm will not shut off after closing door. | Blue lid may be placed incorrectly.
Remove blue lid and push white T-bar up fully to disarm the alarm.
If alarm continues to go off, check alarm times.
Properly replace and lock blue lid. |
Alarm goes off but tray does not rotate. | The battery is empty or is unplugged. Make sure the battery is plugged in. |
The new medication slot is empty. | Medication was not loaded properly.
Remove lid and refer to medication loading instructions. |
Contact Technical Support: 1-650-605-6652 for further assistance.
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Fall Detection False Alarms
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.
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