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1-800-752-5522 - Toll Free
(510) 338-3466
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info@vital-linkinc.com

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Troubleshooting


Unit #1 Capricorn, Unit #2 Linear, Unit #3 SmartwaveHaving trouble with your Vital Link unit? These troubleshooting steps below will show you the best path to resolving your issue. Be sure to perform troubleshooting before calling our office to have your unit serviced.

First, make sure your unit is plugged in to the electrical outlet and it is getting power.  If your unit is plugged in to a power strip, make sure the strip is plugged in and turned on.  If your unit is plugged into an extension cord, check to make sure the extension cord is securely plugged in to the electrical outlet. Also, make sure that your unit (or power strip or extension cord) is not plugged in to an outlet controlled by a light switch.

Second, make sure that your unit is turned on.  If your unit looks like picture 1, the on/off switch is in the back and moves from left to right.  If your unit looks like picture 2, the on/off switch is underneath the unit and moves up and down.  If your unit looks like picture 3, there is no on/off switch.  Just be certain the red and green buttoms are illuminated.

Once you have double checked all of that continue to the list below and view troubleshooting questions:

How to set up your unit

For Unit #1: Plug in the Vital Link to an outlet that is NOT controlled by a light switch.  The telephone cord that is connected to the unit plugs into the phone jack in the wall.  The larger end of this special cord plugs in to the back of the unit where it says “LINE” while the other end goes to the phone jack.  If there is a phone in that jack, take the cord coming out of your phone and plug that into the back of the unit where it says Phone.   Turn the On/Off switch located on the back of the unit to ON. You should now have 2 green lights lit up on your unit. One power light and one telephone light should be solid green which the red light next to the emergency button should be steady as well. No lights should be blinking.

For Unit #2: Plug in the Vital Link to an outlet that is NOT controlled by a light switch.  Plug the gray LINE cord into the unit where it says LINE. Plug the other end of the LINE cord into the phone jack in the wall.  Take your phone line from the wall jack and plug it directly into the unit where it says PHONE.  Plug the white transformer box into the electrical outlet.  Turn the machine on and perform a test by pressing your pendant.

For Unit #3: Plug in the Vital Link to an outlet that is NOT controlled by a light switch.   Remove your phone line from the phone jack and plug that into the back of the unit where it says “Phone”.  Plug the white cord that comes with the unit into the back of the unit marked “LINE”, plug the other end of that cord into your phone jack in the wall.  Both lights on the unit will turn on and your unit is ready to be used.

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How to test your unit
For Unit #1: Press the pendant and the unit should ring about 27-31 times, then there should be about 8-10 seconds of silence.  After that, one of our operators will come on and ask if you are ok.  You can advise you are fine and just doing a test.  Then our operator will disconnect.

For Unit #2:  Press the pendant and the unit should start to say “emergency” with a noise roughly about 4-5 times for about 30 seconds, then there should be about 10-15 seconds of silence.  Then the unit will say “emergency reported” as it connects to the monitoring center.  At that time, one of our operators will come on and ask if you are ok.  You can advise you are fine and just doing a test.  Then our operator will disconnect.

For Unit #3: Press the pendant and the unit should make a loud noise lasting about 5 seconds followed by roughly 15-20 seconds of silence.  Then the unit will begin making a clicking/chirping noise as it connects to our monitoring center.  Then one of our operators will come on and ask if you are ok.  You can advise you are fine and just doing a test.  Then our operator will disconnect.

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How to program your pendant:

Programming Directions If Your Pendant Looks Like This: IMG_2206.JPG

1.  Press and hold the CLEAR button until it says “ready to learn sensor”. 
2.  Press the pendant and the unit should say “emergency sensor learned”.  The buzzer will sound indicating the pendant code is loaded into memory.
3.  Activate the pendant a few times to verify the transmitter is programmed and the unit responds. 
4. Press the clear button once.
5. Make sure to press your pendant and test the system once your pendant is programmed.
Programming Directions If Your Pendant Looks Like This: IMG_2206.JPG
1.  Press and HOLD the GREEN button down on the unit until the unit beeps twice (Approximately 5-10 seconds) then release. The system is now in the “Test” Mode.
2.  Press the RED Emergency button on the unit and the pendant button AT THE SAME TIME. The unit will make a sound indicating the pendant code is loaded into memory.
3.  Press the pendant a few times to verify the transmitter is loaded and that the unit responds with a beep. 
4.  Then press the GREEN button once to reset the unit.
5. Make sure to press your pendant and test the system once your pendant is programmed.

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General Troubleshooting Questions

I pressed the pendant to test, but the unit keeps ringing
First, check your cords.  Make sure that the one that says “line” is plugged in to the phone jack in the wall, and the one that says “phone” is plugged in to the physical phone (if you have one). Then, make sure that your phone line is working

I’m having trouble hearing from the other room
The pendant can activate the unit within a 500 ft radius. However, it is not always possible to hear the operator over the unit. Hearing capability depends on the individual as well as the location of the unit and the location of the person in the event of an emergency.

I can hear the operator but they can’t hear me or vice versa
First check to make sure that all of your cords are plugged in tightly. If any of your wires are a little loose, it may interfere with the voice to voice communication. If you have internet service, check to see if you have filters on your line cord. If there are no filters, please call our office.

I recently had dsl internet installed and now my unit is not working
Please give our office a call, as we most likely will need to put filters on your Vital Link unit to make it compatible with your new internet.

There is static on the line
First check to make sure that all of the cords are plugged in tightly. If they are loose at all, it may interfere with the connection. Next, check to see if there is a loud television, air conditioner, fan, portable phone, etc. nearby. These items may cause static interference with the connection over the box. If you have internet, there may be static if there are no filters on your line. 

The light on the pendant is flashing
If the light on the pendant is flashing, the pendant has a low battery and we will replace it at no charge. 

There are no lights on my unit
First, check to make sure the unit is plugged in. Then, check to make sure the unit is turned to the “on” position (if your unit is picture 1 or 2). Next, make sure that if the unit is plugged in to an extension cord, that the cord is plugged in (and turned on if there is a switch). Although there is a backup battery inside, sometimes the battery does die. Please call our office so we can get your unit working.

My unit has gone off a few times but I am not pressing the pendant
Sometimes in the middle of the night, a client may roll on their pendant.  Also, sometimes when the pendant has a low battery, it will send signals to the unit to let the client know.  Call our office and we will replace the pendant for you at no charge.

My unit is just ringing and ringing but not connecting
Check in the back of the unit (or underneath, depending on the type of unit you have) where it says “line”. That cord should go directly to the phone jack in the wall.  If you have a phone plugged in to that, move the phone cord to the back of the unit where it says “phone”.

I’ve checked the cords and the unit is still not connecting: 
Unplug the cord from the unit from the wall jack and plug a regular phone directly in to the phone jack. If there is no dial tone, then there is a problem with the phone line. If the phone line is not working, your Vital Link system will not work.

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