The following article outlines some call types you may see on the Maintenance Calls tab of your Vigil Remote software. If your Maintenance Calls tab is flashing red, that indicates an URGENT call that needs attention immediately.
Call Vigil Support 24/7 for Urgent calls or Monday to Friday between 8am and 5pm PST for non-urgent calls at 877-850-1122. Urgent calls are shown in red font in the table below.
| Error Message | Cause | Action Needed |
| CANBus Failure | No signal from Wireless Control Unit to Vigil Computer. | Verify the USB cable connecting the WCU to the Vigil Central Computer is connected and turned on. If it is connected but still not working contact Vigil Support. |
| Check W Beacon | Receiver self-testing | Ignore unless it persists. If persistent, contact Vigil Support |
| CNNI Disconnected | Vigil hardwired system not communicating with the Vigil central computer | Check that the VCU is plugged into the back of the Vigil computer, plugged into an electrical outlet and turned on. If it is connected but still not working contact Vigil Support. |
| Database Backup Failure | Routine backup failed to complete | Check storage capacity of backup media. May need to replace USB flash drive with at least a 16GB drive. Just plug the new one in, no settings to adjust. |
| Database Too Large | Vigil database has reached maximum capacity | Contact Vigil Support to have database size reduced |
| Device Not Found | A wireless device has not checked in for at least 24 hours. | Locate and troubleshoot device – see full details here |
| DIM Not in Database | Vigil System has detected a DIM address that is not in its reference list. | Check/adjust DIM addresses, contact Vigil Support |
| DIM Disconnected | A DIM has disconnected from the Vigil System. This can affect 1 room (as with the Memory Care system) or multiple rooms. | The DIM number will be noted under the Name/Description field beside the call in the software. Locate DIM and check for blown fuses or damaged wires. Replace DIM if necessary. |
| Low Battery | One or more wireless devices have a low battery at the latest check-in time. | Check the low battery report and replace batteries. As the devices are tested, they will fall off the report and the Low Battery call will go away. More information here |
| Mini Pendant Idle Alert | The mini pendant has not moved for at least 24 hours | Find the resident with the pendant, ensure they haven’t misplaced it. Test it and the call will automatically be removed from the software. |
| Network Manager Disconnect | A network manager can’t be seen by the Vigil central computer. | Verify good network connection/path. You may need to restart the network manager. Just restart like any computer. |
| OctoCAN Not Found | OctoCAN is not responding to messages from Vigil System. | Verify that the OctoCAN is powered on and cables are connected. Check for and replace any blown fuses. Contact Vigil Support for further assistance. |
| Paging Transmitter Failure | The paging transmitter has lost communication with the Vigil central computer | This will affect communities that use pagers to receive resident calls – at all times or as a back up. Verify the paging transmitter is plugged into a working outlet and the power cable is connected at the transmitter as well. Ensure the cable is securely connected to the Vigil central computer port on the back of the tower. Contact Vigil support. |
| RoamAlert Failure: | Node Disconnected RoamAlert node/controller not communicating with Vigil. | Locate and troubleshoot node |
| RoamAlert Failure: Unknown Tag | A tag has not been assigned in the Vigil software but has entered a RoamAlert field. | If the tag is being worn by a resident, make sure you assign the tag in RoamAlert Settings. |
| SQL Server Failure | Vigil failed to connect to SQL database | Contact Vigil Support |
| Vigil Link Disconnected | Vigil Link has failed to connect via network or phone line | Check Vigil Link for valid network and phone connections. |