When I register my Gateway, the App shows “Failed to Join”.  

This can be caused by:

(1) You are supposed to click the button in the center of the Gateway, but you pressed and hold the button.  Try to click the button again.

(2) Wrong WiFi password.   Try to type in the password again.

(3) Weak WiFi signal in the room.  Move your router closer to the Gateway.

(4) Old router incompatible with the Gateway.  Update the firmware of your router. 

(5) DHCP server is disabled.  Enable the DHCP server on your router.

(6) The SSID of your WiFi exceeding 20 characters.   For Android users:  the SSID of your WiFi must be 20 characters or less.

The sensor failed to alert me when my patient got up.

Check the status of the patient on your app, when your patient got up but you did not hear an alert.  

(1) If the patient status shows "Sleeping",  most likely the sensor is not properly positioned on the clothes.  Make sure that the "SafeWander" logo on the sensor is leveled (i.e., parallel to the shoulder line)

(2) If the patient status shows "Awake", but you did not hear an alert.  Make sure that

     (a) The Alert Switch on you App (next to your patient’s name) is turned on. Try to switch off and on again.

     (b) Your phone is not on Do Not Disturb mode (with a moon crest symbol).  If it is, deactivate it.

     (c) You can also try to turn off and restart your phone.  

(3) If the patient status shows "No sensor signal", see answers to the next question

What should I do if the status shows No Sensor Signal?

Make sure that:

(1) The Sensor is turned on. Click the button on the Sensor, and if no light flashes, turn on the Sensor by pushing and holding the button for 3 seconds until the light on the Sensor flashes.

(2) The Gateway is working.  Check the lights on the Gateway. The five lights on the the Gateway – Power, WiFi, IP Address, Internet, and Cloud – should be all be green.  If any of the lights is red, read the next question.  The Sensor light should also be on if the Sensor is connected to the Gateway.  If your phone is close to the Sensor, they will link automatically via their Bluetooth.  In this case, the Sensor light on the Gateway will be off.  You can force your phone to link to the Gateway (when the phone is close to the Gateway) by turning off the Bluetooth of your phone.

(3)   Your phone is not switching between the WiFi and Bluetooth modes.  SafeWander has two wireless modes.  When your phone is close to the sensor (e.g., in the same room), it automatically connects to the Sensor via their Bluetooth without being relayed through the gateway.  When the distance between your mobile device and and the sensor exceeds the Bluetooth range,  the Sensor automatically links to the nearby Gateway and the Gateway links to  your phone via WiFi/Internet.  

If your mobile device is in a location a little far away from the sensor and its Bluetooth link to the Sensor may become unstable.  Sensor may link to your phone for a moment and switch to the nearby gateway the next, causing unstable wireless linkage.  In this situation, you should turn off the Bluetooth of your phone (to force the sensor to link to your Gateway.)


What should I do if the Gateway lights are red?

(1) If  the WiFi, Internet, and Cloud lights on the Gateway are red, it is most likely that the WiFi signal in the room is not strong enough.  Try to move the router closer to your gateway.  

(2) If the IP Address, Internet, and Cloud lights are red, the Gateway may not have been properly registered.  Make sure that  the DHCP server is enabled on your WiFi router (or on a separate device).  Then re-register your Gateway.  Tap Settings on the bottom of the screen (or on the top right for Android devices). Tap Gateways ,  then Add  Gateway and follow the instructions on the App to register the Gateway.
If the lights on the Gateway are still red, you can try to delete the Gateway from your App and re-register it.   To delete the Gateway, tap Settings, Gateways, Edit (or for Android devices, press and hold Gateway on your App), and then tap the “-“ sign.

What should I do if I receive a false alert?

A false alert means that you received a beeping alert but your patient did not get up. Press "Ignore" on the App, if you received a false alert. To prevent false alerts, make sure that:

(1) the Sensor is attached to a tight-fitting clothing,

(2) the Sensor is properly positioned on the clothing – the SafeWander logo must be visible on the front side of the clothing and parallel to the shoulder line, and

(3) the Sensor lies flat (not tilted) when the patient lies down.

The alert sound is not working – The SafeWander app does show that “XXX is out of bed” and the background is flashing, but no sound can be heard.

(1) Check your Alert button on the app.  Switch Off and On.

(2) Deactivate Do Not Disturb.Go to Settings of your mobile device and make sure that Do Not Disturb is not activated on your mobile device.

(3) Check the mute button on your mobile device. Your mobile device might have frozen in the mute mode. Flick the mute button on and off several times.

(4) Reboot your mobile device.Hold the home and lock buttons together for few seconds until your mobile device restarts itself.

(5) Turn on Notifications.Go to Settings of your mobile device, tap Notifications, find SafeWander and switch on Allow Notifications.

What should I do if alerts are delayed?

(1) Sometimes, weak or unstable WiFi signals in the patient’s room can cause an alert delay.  Check if the Gateway lights are green.  Try to move your router closer to the Gateway.  

(2) Is the Gateway close to your patient (Sensor)?  We recommend to place the Gateway within 5 ft from your patient’s bed.

(3) An alert delay can also be caused by delay of the Internet notification server, which is beyond the control of SafeWander.   Such delays (up to 10 seconds) could happen from time to time.  If you experience unusual delays, email us at service@safewander.com.

I pressed "Confirm" or "Ignore", but the same event showed up again on my mobile device. Why?

 When you press "Confirm" or "Ignore" on your mobile device after an alert is issued, the event will be recorded to the SafeWander cloud and you will not be asked to press it again.  However, if your phone does not have a stable WiFi connection,  the data will not be recorded on the cloud.  In that situation, you will be asked to press again "Confirm" or "Ignore".