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. Sometimes, you may need to click the button several times.

(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 "Sensor Offline"?

Tap "Settings" on the SafeWander app (the right bottom of the screen).  Tap "Gateways".

(1) If the Gateway shows "Connected",  check your sensor.  Is the sensor turned on?  You can click the button on the sensor, if the light on the sensor flashes, the sensor is on.  Otherwise, turn on the sensor by pressing and holding the button for a few seconds until the light flashes.  If the sensor cannot be turned on, you need to replace the battery.   If the sensor is turned on and the Gateway shows "Connected", but the status still shows "No Sensor signal", try to move the sensor closer to the gateway.

(2) If the Gateway shows "Disconnected" on your app, tap the Gateway to bring the next screen, where you can tap "Setup Wi-Fi" to connect the gateway to your WiFi.  Make sure that the room has a strong WiFi signal.


What should I do if the Gateway lights are red or off?

(1) Red lights on the gateway may be caused by weak/unstable WiFi signal in the room.  Try to move the router closer to your gateway.  

(2) Tap "Settings" and then "Gateways" on the SafeWander app.  If the Gateways shows "Disconnected",  tap the Gateway to bring the next screen, where you can tap "Setup Wi-Fi" to connect the gateway to your WiFi.

(3) If the Sensor light on the gateway device (see the drawing above) is off, it means that the sensor is not connected to the gateway.   The sensor is likely being connected to your phone via Bluetooth, if your phone is in the same room as the sensor.  The sensor will work in this Bluetooth wireless mode (without going through the gateway), as long as your phone and the sensor remain in the same room.  When your phone is moved away, the sensor will automatically connect to the nearby gateway and then the sensor light on the gateway will be lit in green.

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".

The audible alert only lasted for 5 seconds on my iPhone. Can I make it longer?

You can change the Settings on your iPhone to make it last for 30 seconds. Tap “Settings” —> “Notifications” —> “SafeWander” —> “Banner Style”, and select “Persistent”.