Steps recommended by INS LifeGuard to resolve device issues identified in the Manager's Portal
Device issues can be identified in the portal directly, or you can set automated notifications to be sent via email or SMS. Depending upon the monitoring hardware in use, automated notifications will be delivered at various timeframes and may not always be successfully generated. As such we are unable to guarantee its delivery.
Please Note: Newly allocated devices will display the following status until an alarm is sent OR the first 26-hourly check-in has occurred:
- Battery Status > Unknown
- Battery Level > 0
- Power Status = Unknown
- Status = Disconnected
Once an alarm has been sent or the 26-hourly check-in has occurred, the portal will update to show the correct status of these devices.
Battery Level - Low
Low battery alerts will be sent after the unit reaches approximately 20% battery reserve.- Check that the unit and the power point are both turned on.
- Check that the correct power cord (as supplied by INS) is firmly plugged into the device and the power point.
- Check that the power point is actually working (try plugging in a lamp or other item you know to be working in that same power point).
- If after completing these steps the battery isn't charging, please call INS LifeGuard tech support on 1800 870 410 for further assistance.
Power Status – Fail
A Power Fail Notification indicates that the monitoring unit has lost connection to power. These notifications will be sent after 6 hours.- Check that both the device and the power point are powered on.
- Check that the power point is actually working (try plugging in a lamp or other item you know to be working in that same power point).
- Check that there’s not a power outage in the area.
- If there is no power outage and the above steps do not resolve the issue, please see our troubleshooting videos in our Knowledge Base for the SmartHome IPD and SmartHome LGX.
- If the above steps did not resolve it, or if you have non-SmartHome devices, please call INS tech support on 1800 870 410 for assistance.
Missed Check-in (indicated by a NO in the Check-in column)
A Missed Check In Notification indicated a failure of the monitoring hardware to check in with our central monitoring system and will be sent after 26 hours. The issue may be due to having poor or no network coverage. It could also mean the unit is turned off. To investigate:- Check the unit is powered on.
- Remove and reinsert the SIM to ensure it is seated properly.
- If not resolved, follow the troubleshooting videos in our Knowledge Base, which are available for the SmartHome IPD and SmartHome LGX.