Troubleshooting Guide

1.      Sensors:

a.      Not connecting to the gateway / not sending events: The device is factory-paired with your gateway. If it is not reporting events, the most likely causes are low battery power or wireless interference. Install the sensor within the 90 ft (30 m) range of the gateway. The signal can pass through plaster and wood walls/doors, but metal structures may reduce range.

                                                              i.      Troubleshooting

1.      Check power:

a.      Check that batteries are installed.

b.     Check that batteries have power.

c.      Does the blue light on the front face flash on and off when moving in front of the device? A blue light means the device is powered and sensing movement.

2.      Check sensor to gateway communication:

a.      Verify the sensor it communicating to the gateway.

                                                                                                                                      i.      Move the sensor next to the plugged-in gateway.

                                                                                                                                    ii.      Move in front of the sensor to register a proximity event (blue light should flash on and off on sensor face after one minute)

                                                                                                                                  iii.      If no event is registered after one minute, but the blue light on the device flashes on and off then contact technical support (see contact info below)

3.      Check sensor distance to gateway in room where it is located.

a.      The sensor must be within 90-feet (30 meters) of the gateway.

b.     Is there any metal in artwork on or otherwise in your walls/doors that could potentially limit the signal from the sensor reaching the gateway? If so, attempt to find a new location to install the device that will remove the potential interference.

b.     The sensor does not sense when someone is in the room: Sensor placement affects performance. For best results, mount the sensor on a wall about 4.5 ft (1.5 m) above the floor with a clear horizontal and vertical view of the room. The sensor covers a 105 degree horizontal field of view and a 45 degree downward vertical field of view.

                                                              i.      Troubleshooting

1.      Verify sensor is placed at or higher than 4.5ft from the floor.

2.      Verify the sensor is oriented vertically with the plastic proximity screen at the bottom of the device orientation.

3.      Verify there is no shelf above/below the sensor that would block its 45-degree vertical sight lines from the plastic sensing face.

4.      Verify there is no furniture blocking the 52-degree horizontal angle sight lines from the plastic sensing face.

5.      Verify the device is not placed behind glass.

2.      Panic Buttons: When pressed panic buttons will emit a high-pitched beep from the gateway after 2 seconds. A second beep will come at 5 seconds notifying that the application has received the notification from the gateway. The emergency number registered for the user and any caregiver will receive an immediate notification in their application and any other notification method set in their caregiver profile. The panic button must be installed within the 90-feet (30 meters) range of the gateway device. The sensor can communicate through plaster and wood walls/doors to the gateway. Metal structures may interfere with inter-room communication.

a.     Troubleshooting

                                                              i.      No beep on gateway when pressed:

1.      Check power:

a.      Check that batteries are installed.

b.     Check that batteries have power.

2.      Check sensor to gateway communication:

a.      Verify the sensor it communicating to the gateway.

                                                                                                                                      i.      Move the panic button next to the plugged-in gateway.

                                                                                                                                    ii.      Press the panic button.

                                                                                                                                  iii.      If no beep is heard, check the device’s battery. If the battery is installed and has power, then contact technical support (see contact info below)

3.      Check panic button distance to gateway in room it is located:

a.      The sensor must be within 90-feet (30 meters) of the gateway.

b.     Is there any metal in artwork on or otherwise in your walls/doors that could potentially limit the signal from the sensor reaching the gateway? If so, attempt to find a new location to install the device that will remove the potential interference. (This may be inconvenient if there is interference in the location you want to install/use it)

                                                            ii.      No 5 second response beep from gateway: Contact technical support.

                                                         iii.      User Emergency number is not contacted (5 second beep is heard): The gateway (user) has an emergency phone number on file. When the panic button is pressed, the system notifies that number. If no number is set, a caregiver can add or update it in the Thessai app. The emergency number and all caregivers will be notified within seconds of the button press.

1.      Verify an emergency number is registered for the Gateway (User):

a.      Open Thessai application

b.     On Home page select About button

c.      Verify Contact No. is correct.

d.     If not, press the edit button (pen icon) at the top right of the screen.

                                                                                                                                      i.      Type in contact No.

                                                                                                                                    ii.      Press Save

2.      If troubleshooting step #1  above is verified and still no notification is received, then contact Technical Support (see below).

3.      Door Sensor: The door sensor triggers when its two parts separate or reconnect. For reliable operation, mount the pieces so they align when the door is closed, with one on the door frame/trim and the other on the door. Keep the gap under 2 cm. Install the sensor within the 90 ft (30 m) range of the gateway. The signal can pass through plaster and wood walls/doors, but metal structures may reduce range.

a.     Troubleshooting

                                                              i.      Verify the blue light flashes on the door sensor when the two pieces are brought together: If not then check the battery power.

                                                            ii.      Check power:

1.      Check that batteries are installed.

2.      Check that batteries have power.

                                                         iii.      Verify the door sensors are aligned when the door closes:

1.      If they are aligned, the blue light should flash on the device when the door is opened and closed.

2.      If not aligned, then move the sensors to an equal height and no more than 2 cm distance from each other.

                                                          iv.      Check the device distance to gateway in room it is located:

1.      The sensor must be within 90-feet (30 meters) of the gateway.

2.      Is there any metal in artwork on or otherwise in your walls/doors that could potentially limit the signal from the sensor reaching the gateway? If so, attempt to find a new location to install the device that will remove the potential interference. (This may be inconvenient if there is interference in the location you want to install/use it)

Technical Support

For technical support, contact Thessai Technical Support during business hours.

Email: support@thessai.com

Telephone: 1-888-450-8111