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Why can't I hear the nurse when they call back on the INS LifeGuardian® app?

Alarm calls use media volume and data, not call volume — check volume, Bluetooth, and Wi-Fi/Mobile Data to fix sound issues.

When an alarm is triggered in INS LifeGuardian® and the nurse calls back over the alarm, the call volume behaves differently from a normal phone call.

Alarm calls are handled via a built-in SIP client within the app. This means the audio is controlled by the media volume, not the standard phone call volume.

Steps to Resolve Low or No Audio

  1. Check Media Volume
    • Ensure media volume is not turned down or muted.
    • Trigger another alarm to test if the volume improves.
  2. Check Bluetooth Connections
    • Confirm the phone is not connected to external Bluetooth devices (e.g. headsets, speakers, car systems).
    • If connected, turn off Bluetooth and test the alarm again.
  3. Check Data Connection
    • Alarm calls use your data connection (Wi-Fi or Mobile Data).
    • Make sure one of these is enabled.
    • If there’s no audio when using Wi-Fi, try turning Wi-Fi off and re-testing with Mobile Data.

If you’re still having trouble hearing the nurse after trying these steps, please call our friendly team on 1800 636 226 — we’re here to help.