Troubleshooting Two-Way Calls on Your Lone Worker Device

Are you having trouble receiving a two-way call from the response centre on your Lone Worker Device?

This article will walk you through the steps to troubleshoot this.

Log in to the Safepoint web portal and navigate to the team the device is assigned to. Confirm that 24/7 monitoring is enabled. If monitoring is not enabled, the response centre will not attempt to contact you when an alarm is raised.

In the Safepoint web portal, check whether the device currently has an open, unresolved alarm. The Lone Worker Device can only have one alarm active at a time, so an existing unresolved alarm will prevent new alarms from being raised.

If there is an unresolved alarm, ask a guardian on the team to resolve it through the portal.

Note: This commonly happens if you have tested the device without 24/7 monitoring enabled. Without monitoring, the response centre is not available to resolve the test alarm on your behalf, leaving it in an open state.

Turn off your device by holding the SOS button and the top-left side button together for a few seconds until the lights stop flashing. Wait 30 seconds, then turn it back on by holding only the top-left side button until the lights turn on.

Once powered on, wait approximately five minutes for the device to fully boot up and establish a sufficient signal connection before testing again.

A poor signal can make it seem like your device is not working or that the response process is not functioning correctly. For example, after raising an alarm, the response centre may escalate immediately to your emergency contacts rather than speaking with you directly. This typically happens when the device has enough signal to raise the alarm, but not enough to establish a voice call.

If you are still experiencing issues, try testing the device in a location where you know there is a strong mobile signal, ideally outdoors or away from the building or area where you have been having trouble.

Note: Even if your smartphone is showing signal, the Lone Worker Device may not have sufficient signal in the same location. Smartphones have larger and more powerful antennas than compact safety devices, so they will often maintain a connection where smaller devices cannot.

Testing in a location with a strong, reliable signal is the best way to confirm whether signal strength is the cause of the issue.

If you have followed and tested all of the steps above and are still experiencing issues, please reach out to Safepoint support via the web chat. Let us know which steps you have tried and the results of each, as this will help us investigate and resolve the issue as quickly as possible.