Issue: If a resident's pendant or unit button did not trigger an alert when pressed please follow the steps below to troubleshoot.
Solutions:
- Confirm you are logged in and viewing alerts in the correct care space
- Confirm that you are logged in and able to view the Sage app
- Try logging out and logging back in to the Sage app
- If you are at a facility with multiple care zones, be sure that you are logged into the correct care zone where the button is assigned. For example, an alert triggered in Independent Living will only be viewable to staff logged in and have selected that they are working in Independent Living. You can view and change your current care zone from the Today tab at the top of the screen.
- Test that the button has battery power (Test indicator lights)
- Press the button.
- An indicator light on the button should first blink red then green. Either colored light confirms the button has battery power.
- If the button does not blink green or red then the battery may be dead or the button may be damaged.
- If the button first blinks red but does not blink green, the button may not be connecting to the Sage system and may be an indication of a dead zone at your facility. If this is the case please contact Sage Support directly to troubleshoot further.
- If the button has no indicator lights and there is no evidence of liquid damage the device battery may be dead. Please see our article on replacing the button battery to learn more.
- Water Damage
- Sage buttons are water resistant but not waterproof. If they have come in contact with or submerged in water the button may be damaged and may need to be replaced. If you are aware that the button has come in contact with water and is not functioning correctly we recommend replacing the button.
- Confirm Internet Connectivity at your facility
- The Sage system requires internet connection to send and receive alerts. For Sage buttons, they use both bluetooth and Wifi technology to communicate alerts to the Sage app. If you are aware of an internet outage at your facility this may temporarily cause a Sage outage. If this is the case please contact Sage Support to discuss additional troubleshooting steps.
Outcome: Following the above steps should identify why a button may not be triggering an alert. There may still be other causes for a button not functioning as expected. If the above troubleshooting does not help identify the issue please contact Sage Support to troubleshoot further.
If additional support is needed please contact Sage support
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