1. The watch display shows the wrong timeDetails: The watch shows 01 01 1970 as well as the wrong time. Solution: The next time the watch is programmed to send a position (CellLocate or GPS) it will adjust itself automatically. If the interval is set to 30 minutes, it will take 30 minutes until the time is automatically corrected.
2. After pressing the SOS button it takes a long time until I get an alertDetails: It is taking about 4 to 5 minutes until I get an SMS or Push Notification on my mobile. Solution: Assumption: the issue happens only where GPS is not available (e.g. inside a building). If GPS is available it takes only 1 to 2 minutes. Explanation: We handle a triggered SOS as a very important function of the watch. The strategy we use for localising a person may take slightly longer, but has the greatest chance of success. It takes between 2 to 3 minutes to confirm it is the most accurate position attainable without GPS.
3. After falling down, the alert takes between 5 to 6 min (longer than SOS) until it is sentSolution: Same assumption as with the SOS button - only it takes a longer time inside a building or areas without GPS signals. Explanation: After a fall, the watch pauses for 30 seconds before starting to monitor the persons’ movement again. If the watch has not subsequently moved between the 31st and 90th second after the fall, it will start localising automatically. The reason this is to avoid false alerts. Localising without GPS takes 2 to 3 minutes. The maximum time required for the alert to be triggered is 4.5 minutes. Please note: If the watch is moved in the time between the 30th and 90th second, the alert will be cancelled and not triggered. This is because it is assumed that the person stood up again.
4. The watch beeps but there is no alert shown in the back-endSolution: A fall alert results in three beeps after 90 seconds (provided there is no movement between the 30th and 90th second). After this, the watch will beep to indicate it has detected a fall alert. Subsequently, it will take between 1 to 3 minutes until the watch determines its coordinates and sends the alert message to the back-end.
5. What does each sensitivity level mean?Solution: 1 = 9 G and no movement for 30 seconds, 60 seconds after fall 2 = 7 G and no movement for 30 seconds, 60 seconds after fall 3 = 5 G and no movement for 30 seconds, 60 seconds after fall 4 = 3 G and no movement for 30 seconds, 60 seconds after fall 5 = 1.5 G and no movement for 30 seconds, 60 seconds after fall
6. The safe zone alert is not triggered, why?Details: The watch has been moved outside the defined zone and there was no alert: no SMS, no email and no push notification. Solution: First make sure that the safe zone alerts are active below the settings menu point. Then check to ensure that email or SMS alerts are active in the user account menu. One important factor is how it is triggered by the watch: if the safe zone has been left, the watch could be still in sleep mode. It will only trigger the alert if the next position is read. This means that if the interval is set to 15 minutes and the last position was inside the safe zone, the watch may still be outside the safe zone after 15 minutes.
7. How long does it take to fully charge the device?Details: The watch shows 100% after 2.5 hours. Is the device now fully charged? Solution: If you connect the power supply (1 VA) shipped with the device, the device requires 3 hours to be fully charged.
8. How can I maximise the battery life?Details: Fully charged and configured with the default interval of 1 hour, the battery will last for 24 hours under normal conditions, provided there no alerts are triggered apart from low and very low battery alerts (i.e. no SOS or fall alerts). Solution: Some events and circumstances may have a direct impact on power consumption and thus decrease the battery life:
- any alert triggered by the watch
- if the signal strength in the area is very bad, it will take the watch longer to transmit data and the watch will amplify its signal to have a better chance to transmit data
- if during the charging process (e.g. at night) the watch is placed in an area without a GSM/GPRS signal, it will cache the position data it gathers (every 1hr by default) and subsequently send it as soon as the watch receives a GSM/GPRS signal. Thus if the watch is unplugged from power outlet (e.g. in a basement) in the morning, it will send all cached positions at once, at the earliest opportunity. For a charging time of approximately 10 hours under such circumstances during the night there will be 10 messages and the battery will subsequently drain up to 50% of its charge immediately.
- disable the battery alerts if you do not need them (+ 2 messages = + 2 hours with the default interval settings)
9. The battery charge level seems to be wrong on the web platform, why?Details: The watch has been charging for 3 hours, however the web platform still shows 50% or significantly less than 100%. Solution: First of all: the percentage displayed is an approximation. If, for example, it does not go above 98%, this does not mean that the watch is not fully charged. Second: the percentage shown on the web platform is transmitted to the web platform from the watch with each message sent by the watch. This means if there is no message being transmitted from the watch, the percentage on the web platform may differ from the actual value or the value (displayed as a bar) on the device itself. This may occur if you set the interval setting to a position higher than 2 hours. For example, after 1 hour and 59 minutes, the web platform will still display 0%, but the watch will be almost fully charged.
10. How can I reset the SOS message (What is the blue button for)?Details: After an SOS alert or a fall alert has been triggered, a blinking message flashes on the watch screen. Solution: Press the blue button on the right side of the watch for 4 seconds. The watch will then stop blinking and revert to showing the time.
11. Is the watch waterproof?Details: Can I shower with the watch? Solution: The International Protection Rating is 53. IP 53 denotes it is dust protected and splash proof. You should not shower with it.
12. Can the watch be turned off?Details: Is it possible to turn off the device manually? Solution: The watch can be turned off by pressing the blue and red buttons simultaneously for approximately 10 seconds. Pressing both buttons again for 10 seconds turns the watch back on.
13. Selecting the "Direction" function shows an error, why?Details: A dialog is showing the error "The operation couldn't be completed. (kCLErrorDomain error 1.)". Solution: The localization function of the phone has been disabled or is not active for the guard2me app. Please enable it like this:
- Go to Settings->Privacy->Location Services
- turn it on
- turn it explicitly on for the guard2me app in the application list below