Installation Troubleshooting

Installation Troubleshooting

The gateway ID is no longer displayed in the Configurator app

Only the last configured gateway is displayed. The gateway ID number is, however, also available as BT on the side of the device. Only the last 4 digits are needed.



Connect Timeout error

If the Wi-Fi credentials are entered incorrectly (it gets to “Connect Timeout”), do the following:


  1. Reset the gateway.
    Press and hold the power button for 10 seconds. It will then flash blue/green and the light turns off. Wait 5 seconds for the restart to complete, then click the power button again to get it to flashing green.
  2. Clear data in the app
    Press and hold the Configurator app icon to show a context menu. Select App info > Storage > Clear data.
  3. When restarting the app, follow the app permissions carefully. In particular ‘Allow management of all files’ which has to be selected manually.
  4. Resume from step 6 in the above instructions document.

 

How do I connect to 2.4GHz Wi-Fi?

Most Wi-Fi networks offer both 5 GHz, for high speed applications, and 2.4 GHz to maximize coverage. Typically, both share the shared network ID/password and your device will switch seamlessly as you move around.

If your network uses different network ID for 2.4 GHz and 5 GHz, then follow these steps:

  1. Find the network ID and password of the 2.4 GHz network. If necessary, an app like Wi-Fi Analyzer can show what's available.
  2. Connect your phone to the 2.4 GHz network before opening the PacSana Configurator app. If your chosen network is not 2.4 GHz, this notice will be shown:



  3. Complete installation as normal.


There are no lights when I plug in the gateway

To avoid sleep disruption, the gateway LED is designed to stay off after it has been configured successfully. 


The bracelet is out of range in some rooms

Place the bracelet at the gateway. Using the Thingsup BLE Beacon Scanner app, check adjacent rooms. If the Pacsana bracelet is not shown or the signal strength is below -90dBm, e.g. -95dBm, then coverage is poor. Add one or more gateways to extend coverage. 

 

Gateway is out of range of Wi-Fi

The gateway LED flashes blue if it is out of range, trying to connect to Wi-Fi. Typically, it should be separated by fewer than 3 walls from the home’s broadband router. An app such as Wi-Fi Analyzer can be used to measure the signal strength exactly.

Using Wi-Fi Analyser > Access Points, select the network ID to be used. The signal strength should be over -60dBm, e.g. -50dBm, at the proposed gateway location.

If the signal is too weak then move the gateway closer to the broadband router or install a Wi-Fi extender such as the TP-Link N300 [use the TP Link Tether app and follow the instructions].

 

Bed Area v Bedside

To capture Bed Exits, typically a bathroom visit, the bedroom gateway has to be within 3 feet of the pillow on the exit side of the bed. If you can position it that close, then configure the gateway as Bedside and the Bed Exit report will be shown. If not, select Bed Area to avoid a Bed Exit report with invalid data.

I get an error 'App Configuration Failed'

There is an extra permission that needs to be set once on later versions of Android. Here are the steps for a Samsung smart phone, go to Settings > Apps > Three dots (top right) > Special access > All Files > Connect > Allow access to all files, slider.

Close down and restart the Pacsana Connect/Configurator. Ensure the Gateway is flashing green hence following the normal gateway installation.

How do I get to the Add Devices screen?

Click Done after viewing bracelet pings at the end of the previous gateway installation. If necessary, restart the app.

The Configurator app keeps crashing

Press and hold the app icon then uninstall. Search for PacSana in the app store then reinstall. If the problem persists then contact PacSana.

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