How to I get a Device back Online?
Please check that a Resident's Device is plugged in and turned on at the wall.
If it is turned on, then please unplug the device for 10s and then plug back in and turn on.
If the status in the app does not change in the next few minutes please let the manager or maintenance know and they can follow the further troubleshooting guidelines or contact [email protected]
How often should I check if the status is Device Offline?
The manager will have set two regular check / sighting schedule for residents:
A less frequent schedule when the Ally monitoring system is in use.
A more frequent schedule when the system is offline / not monitoring the resident.
The manager will have documented both schedules in your residents' care plan. When the device is offline (no longer monitoring), please follow the more frequent schedule starting from the last time you did a physical check.
Note: The manager may have programmed both schedules in the Ally System. If they have done this, you will receive a reminder notifications to check at the right intervals, so long as the system is "Activated".
These reminders will not have sound files to review. Check reminders will alert each half hour for residents that need a check, allowing you to carry out each check as part of a round. Please ask the manager to confirm these setting are active.