Frequently Asked Questions
1. Should I buy “SafeWander Sensor” or “SafeWander Sensor＋Gateway”？
The SafeWander sensor can be used with or without a Gateway. If your mobile device is in the same room as the Sensor, they will automatically link via Bluetooth without requiring a Gateway. (This feature is particularly useful when you travel with your loved one and stay in the same hotel room.)
If you monitor the Sensor from a different room or from anywhere, a Gateway is needed to relay the Sensor signal to your mobile device via WiFi/Internet.
2. Is it safe to use SafeWander with a pacemaker?
Yes, the SafeWander Sensor uses Bluetooth Low Energy, and it should not interfere with a pacemaker.
3. How do I attach the Sensor?
Watch this short video for proper Sensor attachment:
The Sensor monitors the person’s body angle, so use tight-fitting clothes to ensure that the Sensor moves with the body. The Sensor triggers an alert when the body changes from a lying down to a sitting up position. Turning around on the bed should not trigger an alert. To ensure reliable alerts, the Sensor must be correctly oriented by aligning the SafeWander logo parallel with the shoulder line.
4. Cannot register the Gateway
(1) Select the 2.4GHz channel in your WiFi router. New 5GHz routers come with the 2.4Hz channel as well. SafeWander is compatible with 2.4GHz WiFi.
(2) Make sure that your WiFi password is correctly entered.
(3) Try to click the button on the Gateway a couple of times.
(4) If the WiFi signal in the room is weak or unstable, move your router closer to the room or add a WiFi signal booster.
5. Cannot register the Sensor
The Sensor can only be registered to one user account. If you try to register a sensor that has been previously linked to another user account, your App will show “Sensor Not Found”. Instead of creating a new user account, you should simply sign in to the previous account on your mobile device.
Multiple users can use their mobile devices to simultaneously monitor one Sensor by signing into the same user account with the same password.
6. My phone did not alert me when my patient got up
(1) Make sure that the Sensor is properly positioned on the clothes; the SafeWander logo on the Sensor is parallel with the patient’s shoulder line. The Sensor sends an alert when the patient’s upper body angle in the flexion direction exceeds a threshold. Turning around in other directions won’t trigger an alert.
(2) Your App shows “Sensor offline”. See answer to the following question 7.
(3) Your App displays a flashing “Awake”, but no beeping sound. See answer to the following question 8.
7. My App shows “Sensor Offline”
(1) Make sure that the sensor is close to the Gateway, or your phone (if you do not use a Gateway)
(2) Make sure that the sensor is turned on. Click the button on the Sensor to see if the light on the Sensor flashes. If not, turn on the Sensor by pressing and holding the Sensor for a few seconds until the light flashes. Keep the Sensor on at all time even if you do not use it. If the Sensor cannot be turned on, the battery might need to be replaced.
(3) Check if the Gateway is working. All the lights on the Gateway should be in lit in solid green. (The Sensor light on the Gateway will not be lit if the Sensor is connected to your phone when they are close to each other, which is fine.) It rarely happens but your Internet service might be temporarily off.
8. My App shows “Awake” but no beeping alert
(1) Make sure that the Alert Switch on you App (next to the patient name) is turned on. Try to switch off and on again.
(2) Make sure that your phone is not in the Do Not Disturb mode (with a moon crest symbol).
(3) You can also try to turn off and restart your phone.
9. The beeping alert only lasts for 5 seconds on my iPhone. Can I make it longer?
Change the Settings on your iPhone to make the beeping alert last for 30 seconds. Tap “Settings” —> “Notifications” —> “SafeWander” —> “Banner Style”, and select “Persistent”.
10. Why is my alert delayed?
The delay of a SafeWander alert may be caused by unstable WiFi signal in the room, or the battery optimization features of Android 6.0 or higher. Follow the steps below to turn off battery optimization for SafeWander:
From a Home screen, navigate: Apps > Settings > Battery.
If unavailable, navigate Arrow icon to display all apps > Settings > Battery.
Tap the Menu icon (located in the upper-right).
Tap Battery optimization.
Apps/services unable to be optimized should appear grayed out.
Tap the "Not optimized" dropdown menu (located at the top).
Tap All apps.
Tap the SafeWander app, tap “Don't optimize”, then tap Done.
11. I received an alert but my patient did not get up
This is most likely caused by improper position of your Sensor. SafeWander monitors the body angle in the flexion direction, so the sensor needs to move with the patient’s body. Attach the sensor to tight-fitting clothes. Make sure that the SafeWander logo is parallel with the shoulder line. When the Sensor is properly positioned, turning around on bed should not trigger an alert.
12. Multiple users monitor one patient
A unique benefit of SafeWander is its feature allowing multiple family members and caregivers to simultaneously monitor one patient from different locations using their own mobile devices. All the users need to sign in to the same user account with the same password. You can monitor the Sensor from any mobile device by signing in to the same user account, without re-registering the Sensor or Gateway.
You can also remotely monitor the patient’s status without being alerted; you simply turn off the Alert Button next to the patient name.
13. Monitor multiple patients using one mobile device
Another unique benefit of SafeWander is its ability to monitor as many patients as you want using one mobile device. This streamlined solution is particularly useful for a care community. You may use one tablet in your nurse station to monitor all your residents. Each caregiver can carry one device to monitor multiple residents.
Simply add the additional patient in My Patients page and Sensors to your user account.
14. When and how do I change the battery of the Sensor?
The Sensor is powered by a replaceable coin cell battery CR 1632, which is expected to last up to six months. When the sensor fails to turn on or the App shows less than 10% battery capacity, you need to replace the battery. CR1632 is widely available at drugstores and online. Simply open the back cover of the Sensor, replace the battery, and turn on the Sensor by pressing and holding the button for a few seconds until the light flashes.
15. I accidentally put the Sensor in the laundry
The Sensor is waterproof, but does not survive heat. If you did not use hot water in laundry and did not put the Sensor to a dryer, the Sensor may have survived the laundry. Open the back cover, remove the battery, and wipe to dry the Sensor. Put back the battery and turn on the Sensor. If the Sensor does not turn on, replace the battery, and try again.
16. How do I replace a Sensor?
You can order a replacement Sensor at www.safewander.com. The new Sensor will work with your existing Gateway. Follow the steps below to replace the Sensor.
(1) Delete the old Sensor from the App. Tap Settings on the bottom of the screen (or top right for Android devices). Tap Sensors, then Edit (or press and hold the sensor for Android devices) to trash the Sensor.
(2) Add the new Sensor. Tap the “+” sign on the top right of the screen, and follow the instructions on the App to register the new Sensor.
(3) Assign the new Sensor to the patient. Tap My Patients on the bottom left. Tap Edit on the top left (or for Android devices, press the patient's name and hold). Tap the name of your patient, and this will bring in the patient information screen. Tap Sensor and assign the newly registered Sensor to the patient. Return to My Patients page and tap Save on the top right.
17. I'm going to change my WiFi. How do I change it on my Gateway?
(1) Delete your old WiFi access point: On the App, tap “Settings” -> “Gateway” -> “WiFi Setup”. Click the button on the Gateway and the stored access point will appear on your App. Select the stored access point and tap “Forget”
(2) Link your Gateway to your new WiFi access point: Select your new WiFi and type your password.
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