If a device does not communicate with the Vigil Vitality System (because it is out of range, or not working properly) then a message will be generated in the Maintenance Tab of the Active Calls screen showing a Device Not Found (DNF) call type. To have the Vigil System working at optimal performance it is strongly recommended to address all DNF notifications as soon as they appear.
The Device Not Found notification is created in these situations:
- Device is in the database but does not have a battery – When a device is not in use it must be removed from the software to avoid a DNF notification.
- Device is outside of the wireless coverage area – If the device is outside the coverage area this may create a DNF notification. This typically happens if the pendant is taken with the resident on overnight trips away from the community. (hospital, weekend away with family etc.).
- Device has a Low Battery – If the original low battery notification was not addressed in a timely fashion a DNF notification would be created once the battery is fully dead.
- Device is malfunctioning – The device is malfunctioning; further investigation is required.
- Device ID is in the software incorrectly – if the transmitter ID is 123456 check it against what was entered in the software. Sometimes numbers can be transposed.
When you notice a DNF notification follow these steps:
- Locate the device with the DNF notification.
- Check the ID of the device against the device ID that the device not found alert is showing. If they do not match, the ID of the device not found may need to be deleted from the software. (device may have been replaced but the old one left in the software) If the device IDs do match, go on to step 3.
- Create a call. Does this create a call on your pager/phone and Active Calls? If so, there is no issue with the device. If it does not create a call, go to step 4.
- Replace the battery. If this creates a call, there is no issue with the device. If this does not create a call move to step 5.
- Device may need to be replaced. Call Vigil support (877-850-1122) for further troubleshooting tips or to check if the device is still under warranty.
Note: Once the DNF Alert has been resolved the call will be automatically removed from the Maintenance Tab of the Active Calls screen.
Additional resources:
Video: What is a Device Not Found?