Troubleshooting Your Alert1 System
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.
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. |
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.
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
Experiencing a technical issue with your Kelsi? Follow the steps below to troubleshoot your mobile system.
Step 1
Step 2
Step 3
Reminder: Please test your device once a month to ensure it is working properly.
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.
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. |
Step 3: Reset the Kelsi
To reset your Kelsi, follow the steps below.
Contact Technical Support: 1-650-605-6652 for further assistance.
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
Step 2
Step 3
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 |
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. |
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.
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
How to test your system
Reminder: Please test your device once a month to ensure it is working properly.
Green “Power” Light
Identify what the Green “Power” Light is doing. Follow the instructions below that correspond 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. |
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.
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. |
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. |
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. |
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.
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?
How to test your system
Reminder: Please test your device once a month to ensure it is working properly.
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.
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. |
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.
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.
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 | Classic Wristband | Home Pendant |
| | | |
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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.
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. |
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.
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.
|
| Beeps, but does not dial out | PAX Plus needs to be reset.
|
Contact Technical Support: 1-650-605-6652 for further assistance.
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.
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. |
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.
|
| No response. | Battery may be dead or wristband is too far away from PAX Plus.
|
Contact Technical Support: 1-650-605-6652 for further assistance.
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.
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. |
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.
|
Contact Technical Support: 1-650-605-6652 for further assistance.
Troubleshoot Guide for Medication Reminder & Organizer
How to Set up and User Your Alert1 Automatic Mediction Reminder and Organizer
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.