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.
To see why the battery light on your Kelsi Pro is going off please refer to the below troubleshooting guide.
Flash Red every second
Battery is low. Please charge for 3 hours ensuring that it is not plugged into a power strip. 1. If after 3 hours the light does not turn solid Red please remove device from cradle 2. With a slightly damp cloth or rubbing alcohol wipe down the gold connector pieces on the back of the device 3. Slide from the open end down back into charger and you should see the battery indicator light come on after a few seconds. 4. Charge for 3 hours.
Solid Red
Fully charged and ready for use
Flash Red every 2 seconds
Charging, please keep in the charging cradle
No Light
Normal when off the charger. Device is ready for use
The battery is designed to hold a charge for 3-5 days but may be reduced as a result of user activity, cellular coverage, and talk time.
To test you button, press and hold the Call button. When you hear the operator, tell them that you are testing your medical alarm system.
Operator Answers
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. Retry test
Beep, but no response
Unable to connect with the Command Center. 1. With the call button facing you, on the left side locate the Power button. 2. Press and hold for 10 seconds or until lights are off 3. Press and hold the power button again until all 4 lights turn back on 4. Retry your test
No Audio
The battery is drained. 1. Place the device on the charging cradle by sliding from the open end down. 2. Let charge for 3 hours 3. Retry your test.
Contact Technical Support: 1-650-605-6652 for further assistance.
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.
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 for at least 4 hours. If after 4 hours, it is not green call Technical Support at 1-800-693-5433 Option 3.
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 for at least 4 hours. If after 4 hours, it is not green, call Technical Support at 1-800-693-5433 Option 3.
*NOTE: If you are stuck in a red zone and cannot physically move to another location, call 911 immediately.
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 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 PAX to another location 2. Test again
Beeps, but does not dial out
Your PAX needs to be reset. 1. Press the call button and release 2. Immediately press the call button again and hold for 7 seconds 3. You will hear, "Unit is Powering Off - To confirm please press and hold the button again" 4. Press and hold the call button until you hear "Unit is Powering off now. Goodbye." 5. Place PAX in the charging cradle until the battery indicator light is green.
Contact Technical Support: 1-650-605-6652 for further assistance.
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.
While On Charger
Flash Red Every 5 Seconds
Charging. Let Kelsi charge for 2-3 hours
Solid Red
Charged, ready for use
Flash Blue every 5 seconds
Normal
Flash Blue every 1 second
Out of service, please contact Technical Support at 1-800-693-5433 Option 3.
While Off The Charger
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.
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.
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.
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.
Operator Answers
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
If Kelsi is non-responsive, check to see if your Kelsi is fully charged. Check the table below to see what each light indicates.
Flashing Red every second
Battery is Low. Please place on the charging cradle for 3 hours. 1. If after 3 hours the light does not turn Red please remove device from cradle 2. With a slightly damp cloth or rubbing alcohol wipe down the gold connector pieces on the back of the device 3. Slide from the open end down back into the charger and you should see the battery indicator light come on after a few seconds. 4. Charge for 3 hours.
Flashing Red every 2 seconds
Device is charging. Please leave on the charging cradle
Solid Red
Device is fully charged
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.
Device is calling the command center. Your device is working
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.
Operator Response
Successfully connected to the Command Center
Beeping for more than 5 minutes but no response
You had an unsuccessful test. To troubleshoot: 1. Locate the small round reset button on the left side of the Kelsi. This is the opposite side of where the SIM card door is located. 2. Press down firmly for 10 seconds or until all lights turn off. 3. Place on charger until you see the battery light turn solid red 4. Test again
No beeping or audio
Please charge the Kelsi and then test again
Contact Technical Support: 1-650-605-6652 for further assistance.
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.
Identify what the Green “Power” Light is doing. Follow the instructions below that correspond to your situation.
Blinking green light or no green light
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!
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.
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.
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.
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)
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.
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.
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.
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.
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
Battery is at most optimum performance
Amber
The battery is starting to deplete
Red
Battery is low. Please place on charging cradle
None
The battery is depleted. Charge if for at least 4 hours. If after 4 hours, it is not green: 1. Unplug the power cord from the back of the charging cradle 2. Wait 30 seconds 3. Plug power cord back in 4. Ensure that the other end of the power cord is plugged directly into a wall outlet. 5. If no lights after 5 minutes please contact Technical Support at 1-800-693-5433 Option 3.
The battery is designed to hold a charge for 24 hours but may be reduced as a result of user activity, cellular coverage, and talk time.
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 at 1-800-693-5433 Option 3
*NOTE: If you are stuck in a red zone and cannot physically move to another location, call 911 immediately.
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 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 PAX Plus to another location. 2. Test again.
Beeps, but does not dial out
Your PAX needs to be reset. 1. Press the call button and release 2. Immediately press the call button again and hold for 7 seconds 3. You will hear, “Unit is Powering Off – To confirm please press and hold the button again” 4. Press and hold until you hear “Unit is Powering off now. Goodbye.” 5. Place PAX in charging cradle until battery indicator light is green. 6. Retry test
Contact Technical Support: 1-650-605-6652 for further assistance.
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.
Checking Your PAX Plus 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.
Green
Battery is at most optimum performance
Red
The battery is starting to deplete, please contact Technical Support at 1-800-693-5433 Option 3.
None
The battery is dead, please contact Technical Support at 1-800-693-5433 Option 3.
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 1. Make sure that your PAX Plus is placed in a central location that has full coverage of your house. 2. Ensure that the PAX Plus is placed properly in the cradle 3. Move closer to your PAX and try test again
No Response
Battery may be dead or wristband is too far away from PAX Plus 1. Ensure that the PAX Plus is placed properly in the cradle 2. Move closer to your PAX and try test again 3. If still no response contact technical support
Contact Technical Support: 1-650-605-6652 for further assistance.
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.
Checking Your PAX Plus 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.
Green
Battery is at most optimum performance
Red
The battery is starting to deplete, please contact Technical Support at 1-800-693-5433 Option 3.
None
The battery is dead. Contact technical support at 1-800-693-5433 Option 3.
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:
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 1. Make sure that your PAX Plus is placed in a central location that has full coverage of your house. 2. Ensure that the PAX Plus is placed properly in the cradle 3. Move closer to your PAX and try testing your pendant again
No Response
Battery may be dead or pendant is too far away from PAX Plus 1. Ensure that the PAX Plus is placed properly in the cradle 2. Move closer to your PAX and try test again 3. If still no response contact technical support
Contact Technical Support: 1-650-605-6652 for further assistance.
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.
Troubleshoot Guide for Medication Reminder & Organizer
How to Set up and User Your Alert1 Automatic Medication Reminder and Organizer
No Time Display; Blinking Colon
There is no power to the device. Check if the power cord is plugged into a working outlet.
Alarm will not shut off after closing door
Blue lid may be placed incorrectly. 1. Remove blue lid and push white T-bar up fully to disarm the alarm. 2. If alarm continues, check alarm times 3. Properly replace and lock blue lid
Alarm goes off but tray does not rotate
The batter is empty or unplugged. Make sure that the battery is plugged in.
New Medication slot is empty
Medication was not properly loaded. 1. Remove lid 2. Referring to the loading instructions, refill the medication tray 3. Properly replace and lock blue lid
Contact Technical Support: 1-650-605-6652 for further assistance.
