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.

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. 

OutcomeSolution
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

Which device do you have?

Kelsi

Belle

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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.

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 LightStatus
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 LightStatus
Solid BLUECalling 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

PAC Plus Diagram

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.

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

Beeps, but does not dial out

PAX Plus 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 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

wristband PAX Plus

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.

  1. Make sure your PAX Plus is placed in a location that has full coverage of your house.
  2. 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. Make sure PAX Plus is charged and properly placed in cradle.
  2. 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

Pendant PAX Plus

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.

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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.

  1. Make sure your PAX Plus is placed in a location that has full coverage of your house
  2. 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

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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