Training & Documentation

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ABSTRACT:
This week’s tech bulletin will be a simple reminder of the training and documentation tools available as a primary source of technical support. These technical documents are viewable and/or downloadable from the distributors’ log in. We will be also discussing upcoming documentation changes.
TECH SUPPORT SUMMARY:
The better trained the installers become; the more seamless things go for end users. In addition to online training courses that are now required to receive free technical support, distributors have access to our tech manuals that provide an depth description of Response Care equipment and programming. For those who are trained and authorized to call in for tech support these documents should be your first source for RFI’s and troubleshooting questions. If the answer still cannot be derived from the training or the documentation, then installers and technicians should call Response Care for support.
1: E-Learning
This tab is now present in all new builds so that end users will be able to register themselves onto our E-Learning portal. (If the link is not visible, any potential eLearning candidate can go directly tohttps://rcare.learnupon.com/users/sign_in and sign up. Once they register, we will enroll them in the appropriate course – the enrollment process usually takes one (1) business day because we need to verify they are with an RCare facility. There are two courses for end users, and several for Installers and Technicians. We have just added updated Gen4 courses that contain new information on our new Gen4 wireless network equipment.
2: Distributor Login
b) Select Distributors tag, and then select Log. Only authorized Distributors have the password, if you do not have this information please contact Response Care.
c) You may review older tech bulletins or view our documentation from this page. Select Technical Tab and scroll down to desired documentation.
CONCLUSION:
The Online training and documentation are tools that are readily available for installers and technicians to enhance their understanding of the Response Care Nurse Call/PERS System. Better training and more knowledgeable installers makes everyone happier. The new Gen4 documentation has been posted to the distributors log in page; under the “Technical” tab and is labeled “RCube Wireless Network Manual”. We have also recently added a new “RCube Basics Manual” that covers some recent Hardware and Software changes. This would be a great source of info for experienced and new installers alike. Our goal by the end of next week is to have a completed RCare Mobile Document as well that can help augment the RCare Mobile online training course.

MRM-1 Rebooter

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ABSTRACT:
If you are interested in avoiding 3 am Saturday morning calls about the system not working, this week’s bulletin could very helpful. All Master Receivers need an automatic rebooter to help assist the Master Receiver during times of low activity as well as rare, but potential, malfunctions that require a Master Receiver restart.
TECH SUPPORT SUMMARY:
Master Receivers do not need a rebooter to function, but having one will allow distributors to avoid untimely wireless network issues associated with not having one. It will also assist technicians in troubleshooting any MR-500 concerns remotely as opposed to needing to be onsite for a simple power cycle. All internal Master Receivers get what is called an MRM-2 that is internally installed in the server and tested at the time it is built. All Externals should get what is called an MRM-1 rebooter. If you don’t have one, or don’t know what this device is; you should be concerned. It needs to be ordered as a separate line item when purchasing an external MR-500 kit that also includes a Digi SP One Serial to Ethernet converter.
1: Physical Configuration
2: Testing Rebooter
a) Go into Wireless Network Settings and select Master Receiver to test rebooter.
 
b) Select Reboot Button

 
 
c) Verify Reboot. Need to see two lines highlighted below. If you do not see the proper index, you’ve selected the wrong MR-500 (in this case 5; compare with the image in section A). If you do not see the properly System ID and Group ID and a confirmed “MR-500 system and group settings ok”, then it has not rebooted properly.
CONCLUSION:
You may go through the steps above and hit the reboot without worrying about impacting the functionality of the system. Hitting reboot on an MR-500 will only force a 10 second reboot if a functioning Rebooter is installed on your Master Receiver. So you can check without any repercussions. These steps should be conducted at the time of installation as well as with any periodic system checks. Should you conduct this check, when you know a rebooter is in fact installed, you may have a defective MRM-1.

NFC Tags

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ABSTRACT:
NFC Tags allow facilities using RCare Mobile to monitor and analyze Activities of Daily Living (ADL’s) to improve resident care. These activities are recorded and processed in the MCube and can then be implemented into an ADL Metrics file. Metrics file can be a valuable asset; providing caregivers with best-practices and making sure residents are receiving the best care possible. In this week’s tech bulletin we will be describing the details for setting up and troubleshooting NFC tag issues; we will not go into the specifics of ADL’s or the metrics report.
TECH SUPPORT SUMMARY:
NFC tags require very little programming and labor to install and begin using. The programming is done here at Response Care and we’ve recently implemented a 100% quality control check on all NFC tags leaving our facility. We will also be downloading an NFC writing program on all RCare mobile phones in case there are issues with any of these tags not reading properly once in the installers hands.
Step 1: Program NFC in to Account
  1. Go in to Account you’d like to add NFC tag to
  2. Select “Add Swipe Tag” at bottom of Account
  3. Enter Tag ID
  4. Name Tag
  5. Leave Function as default

Step 2: Verify Tag

Hover (NOT SWIPE) phone over tag. Tag should display Account Name with a picture, if one has been added (left). It should not display the tag ID (right), this indicates it is not programmed into an account. If the tag does not register any ID at all (middle) it can be programmed with the new NFC writer app being added to the phones.
Step 3: Manual reprogram NFC tag
  1. Go in to Settings tab
  2. Select Application manager
  3. Select NFC Retro Console Cards Application
  4. Enter ID, Select “Click to write a new tag”
  5. Scan tag
  6. Repeat Verification
CONCLUSION:
These two changes were made recently in response to NFC tags reporting as an incorrect ID, or no ID. Unfortunately, the NFC writer cannot be added to existing phones. However, any android device can be used to download this application. Additionally, you can program the ID the phone is reading into the desired account. End users will only see Account name information, not ID number anyways. Finally, when mounting these NFC tags it’s important to keep it away from metal including the stud as these can affect the magnetism and give false readings.

Missing Supervisions

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ABSTRACT:
Some devices supervise, some don’t, and some have a jumper to turn them on and off. We’ve received a number request recently about how to configure the accounts and what devices to make supervise. This week’s tech bulletin will cover the differences between device supervisions and device settings as well as how they work together to monitor missing supervisions.
TECH SUPPORT SUMMARY:
There are two separate parts to configuring supervision monitoring and the distinction between the two needs to be understood. Setting aside the variations in how they are configured, the device itself either is supervising or not supervising. The server itself meanwhile is either looking for or not looking for the supervision of that device. We will only be covering the most common devices here.
Device Type 1: Regular Automatic Intervals
Most devices register as a UT-3 and supervise automatically every 18 hours whether you want them to or not. These devices include universal transmitters (UT-3/UT-3RE), Pullcords (BP-7RWR), Bedside Stations (JR-14), Wall Mount Push Buttons (WM-8’s)

Device Type 2: Dip Switch Supervisions

The two most common devices that require dipswitch supervisions are Motion Sensors (MS-6) and Window Door Contacts (WD-3). It is highly recommended that you leave these switches defaulted because they supervise at very short intervals. Constant supervisions from these devices have a high probability of creating corrupted signals across the system. Corrupted signals, when significant enough, can both prevent real alarms and create false ones. These devices should only be set to supervise on a case by case basis and in very limited quantities. These devices will still display low battery alerts that can be used to help monitor functionality of the device.
MS-6 (Left): The Jumpers for the motion sensors have three prongs. JP2 manages supervisions and if the jumpers are placed on the two right pins, as seen below, these devices will not send a supervision signal. If it is parked on the two left pins it will supervise every 30-50 minutes.

WD-3 (Right): The jumpers for the window door contacts have two prongs. JP2 manages the supervisions and if the jumpers are placed on both pins, as seen below, these devices will not send a supervision signal. If it is parked on one pin only it will supervise every 15 minutes.

Device Type 3: Pendants

We’ve had previous tech bulletins solely dedicated to pendants that can be found on the distributors’ log in, but these do not supervise unless it is held down for 20-25 seconds for the third red light. Again, if these are set to supervise, they will have a significantly reduced battery life. For pendant supervisions, once enabled, cannot be undone.

Device Settings

For the purposes of this bulletin we will only be discussing the Yes/No drop down option highlighted below. By selecting “Yes” for Monitor Supervision signals you are only telling the server to look for supervisions. This option has no control over whether or not the device actually supervises. If you have a device that is not supervising for any reason, and you select yes, it will report a missed supervision in the service alerts. If you select no for any reason, the system is not concerned whether the device is supervising or not, it is simply not looking for it.
SOLUTION:
Prior to installation, identify what devices you have that are transmitting signals, and then determine what type of supervision these devices are transmitting. If this is not done properly, you may be setting up your system to report false missing supervisions, or worse, setting up a facility that is not being properly monitored. If you have a device that is not listed above please contact Response Care with specifics.