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ABSTRACT:
Domelight Controllers can be daunting when they don’t work as expected because of their complicated nature.   This week’s tech bulletin won’t discuss every single detail of those complexities, but rather will identify the parts and pieces and basic troubleshooting techniques for when you’re having a data transfer issue with the unit.
TECH SUPPORT SUMMARY:
First let’s start out with some images of proper configuration and terminology
1) Main Board Power – Must be separate and only power 4 Power Banks at bottom of board.  If you have a 75W Power Supply, you may daisy chain the main board to an extension board.
2) Logic Supply Power -7.5V only.  These wires must be run from Driver board only.  You may chain two boards together using this method as well so long as you remember to separate Bank and Logic Power.  Highlighted is the Logic Power Supply fuse.
5) Date Output (Top Center of Main Board) – Used to run Cat5 from Main board to Secondary Extension Board.  Microchip is Highlighted
6) Data Input (Bottom Left of Main Board) – Data is transferred via ribbon cable from the DLC-LCD board to the data input of main board.  In the case of an Extension board, data will be run via Cat5 from the data input of the Main Board, to the Data input of the Extension Board.  Microchip is Highlighted.
Possible causes of “Lights won’t turn off”
1)      Bad Network Cable
2)      Bad Network Switch
3)      Bad Switch Port
4)      Bad Ribbon Cable
5)      Bad Relay Fuse
6)      Bad Logic Power Fuse
7)      Bad Bank Power Fuse
8)      Blown 7.5 DLC-LCD Power Supply (Due to improper initial
         configuration, remember to change the jumper on DLC-LCD board
         to 7.5V)
9)      Bad Microchip on Data Input
10)    Bad Microchip on Data Output
11)    Improper wire connection
How to troubleshoot when there are so many potential causes?
1)      Check you wiring
2)      Check 7.5V Jumper on DLC-LCD Board
3)      Check your network connections
4)      Change Ribbon Cable
5)      Change Logic Power Fuse
6)      Swap out Network Cable
7)      Swap out appropriate Microchip
8)      Check Bank Fuses
9)      Check Relay Fuses

10)    Swap out DLC-LCD Board to find out if issue is with DLC-LCD or
Main Board

CONCLUSION:
At first, when facing an error with more than 10 potential causes it can be daunting.  The steps to troubleshoot DLC’s aren’t too dissimilar from anything else; the only major difference with DLC’s is that there are more parts.  Address them one at a time and it’s just like anything else.  Step one – Check Hardware and Software Configurations.  Step two – Swap out potentially defective pieces that could be the cause with a known good unit.  Step 3 – Call for Assistance.

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ABSTRACT:
There has been a recent increase in confusion and concern from installers observing the common network error for CC-800’s. All new units will display this, whether there is an issue or not. Furthermore, there is a long list of steps installers can take to correct this network error if they come properly prepared. The vast majority of RMA’s issued for these devices have passed our testing as well as third party testing. These steps will work for new installs as well as troubleshooting existing facilities.
TECH SUPPORT SUMMARY:
We have always maintained a 100% test and inspect protocol for CC-800 Caregiver Consoles. So when it leaves our office, it works. We leave the console in DHCP; so unless you have a CC-800 preprogrammed, you will always get the “Error Connecting to Server” because your unit has not been set up to talk to the IP Address that your cube resides on.
There are two ways to program this error away at the time of initial installation. The manual method requires the installer to log into the device and change the cube URL in order to create a proper network link to the cube. This is done by selecting the RCare logo in the upper right hand corner and entering Username: rcare/Password: R3sp0ns3. Please take your time to ensure you have the cursor in the correct location and time your character selection after the beep to avoid console lock up; it can be an art before you establish a proper network path to the cube. Then adjust cube URL at the bottom of the settings page to match the IP address of the cube. The other way requires the installer to contact Response Care, as we can accomplish the same task remotely, but only if you do in fact have a properly network connected device. i.e You have remote support enabled and we can ping your device from the cube.
Common Network Error 1: You don’t have it routed to a DHCP Host. The Gateway, or router, will be the DHCP host that contains DHCP settings and range that is adjustable. If not automatically configured, this must be done from the facility; Response Care cannot change or even advise on router/firewall settings. If the device is not pulling a DHCP Address it will display random character in the IP Address field like the image below.
Common Network Error 2: IP Conflict. You can leave these units in DHCP, but if you put them in Static advise the Facility Network Administrator of what IP address you are placing it on to ensure it’s not in the DHCP range or currently being used.
Uncommon Network Error 1: Bad Switch/Port. If you have verified your settings are correct and we cannot access the CC-800 from our end the first thing you should do is check for a link light on the device and the POE switch port the device is plugged into. The next step would be to change the port and rescan for device. It would be prudent to test on a known good port; just because every other port on the switch works doesn’t mean the one you have the CC-800 connected to will. Also, just because your laptop works on that port doesn’t mean the CC-800 will work either, because your laptop may be pulling Ethernet, but doesn’t require power as the CC-800 does.
Uncommon Network Error 2: If you’ve verified the switch is not the cause, check the Ethernet cable for damages. Even if it doesn’t, swap it out; preferably with a known good cable.
Uncommon Network Error 3: POE issue. If all the settings have been confirmed, and we have been able to rule out any hardware and network issue as the cause, there are POE stabilizers and alternatives available that we know some of our distributors use when the POE switch is lit, but otherwise still failing to provide both Power and Ethernet to the device. 1) Inline POE Surge Protector (Requires ground), POE Injector, and POE splitter. We do not provide these items; however, we will be providing a spliced and labeled 12V power supply with all new orders in case you need to split up Power and Ethernet. If the latter two options are chosen, you will need to route the Ethernet cable into a regular non-POE port to work properly. Pictures of a 12V power supply can be seen below.
CONCLUSION:
There’s a lot of troubleshooting and testing we can do on CC-800’s before we consider the unit defective (on all devices for that matter). Some work that does not require Response Care’s assistance and some that does. When proper troubleshooting steps are taken and installers come prepared with the correct equipment necessary to face potential issues that could arise, everyone will be saved a lot of time, money, and headache.
Recently, the 7th annual Upstate NY Trade Conference was held by Greater Rochester Enterprise Inc. RCare had the esteemed privilege of being recognized as a Case Study on how Rochester companies can find a niche in the world market. RCare’s founder and CEO, Myron Kowal, was on hand to discuss how his recent expansion in to the European and Malaysian markets have given him insight in to his work stateside. Kowal said,
“Some of the products that we’ve developed for the European market and the Malaysian market are going to be applicable to the US market, and I think we’ll be able to get more market share; it’s helped us develop new products.”
   RCare’s global outreach started innocently enough as a Social Media inquiry. Cekura, a company from Denmark, reached out to RCare and started the conversation. RCare partnered with Towpath Group International LLC to assist in the expansion to foreign markets. Managing Director and CEO of Towpath, Dulce Zahniser, had this to say about RCare,
“With regard to RCare we really found the poster child of our perfect client. We really like to see a very strong commitment by senior management; Myron had a vision and he made it very clear to his staff.”
   The GRE Conference showed attendees how businesses similar to RCare can be successful in the international marketplace. Leah George, managing director for business development at GRE had this to say,
“With the assistance now available through Global NY, the Upstate NY Trade Conference has truly become a one-stop shop for business leaders. A process that would usually take weeks and hundreds of miles of travel can all be accomplished in one day at the conference.”
   The greater Rochester area is 2nd only to NYC in the number of yearly exports in New York. RCare is contributing to New York State’s place in the global marketplace.

July 8, 2016 Rochester, NY– At RCare, we’ve long focused on two things: improving the lives of caregivers and those who care for them. But senior living has financial realities that have to be accounted for. In this webinar, VP of North American Sales Greg Meade talks about how Independent and Assisted Living Communities can boost revenues by providing, recording, and billing for resident services.

About RCare:

RCare is a provider of UL 1069 tested wireless nurse call and personal emergency response systems for the entire spectrum of eldercare and senior living. RCare components integrate into a variety of healthcare communication systems to create efficient and verifiable responses to medical emergencies. RCare works together with distribution partners to build individualized, flexible and seamless systems to enhance professional caregiving teams and their residents.

 

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ABSTRACT:
Nuances that were anticipated with Advanced Locating Protocol (ALP), but ones we were unsure how they would manifest themselves are the reasons for this week’s tech bulletin. We will discuss several fingerprinting and installation guidelines as well as several small improvements that make the implementation of Gen 4 and ALP smoother for the installers and for the end users.
TECH SUPPORT SUMMARY:
The key to understanding Response Care’s Wireless Network functionality, as well as ALP, requires one key component of the black magic that is Radio Frequency: variability. Think of it as a highway where cars are traveling at light speed, each lane corresponds to a specific frequency range to avoid hitting each other. There are bends, construction zone barriers, other cars, and rush hour traffic within each lane. Some of the other cars aren’t allowed to slow down, and some of them may be bad drivers. Third party devices represent other cars that sometimes need to share the same lanes. Building Designs are the bends in the road; building materials like concrete, steel beams, metal duct work, or elevator shafts all represent construction barriers. G4 is the presidential escort that allows our system to navigate through these obstacles in an extremely efficient manner. ALP uses RSSI, which is detecting and measuring the speed and location of each of the cars in our escort. The more barriers there are, the harder it is to get accurate data. Some barriers we can’t avoid we need to work around, there are others we can.
Tips of Locator Placement –
1) Don’t stack locators, even if there is a floor between them. Stacking won’t cause receiving problems, but it could prevent ALP optimization. It is best to use a zigzag pattern rather than alternating stacking.
2) Avoid installing locators next to barriers. i.e. caging behind duct work, near elevator shafts, or poor quality coax cable that cause interference. G4 locators themselves have a high likelihood of cutting through these sources of interference; however, putting these locators in worst case scenario will cause inconsistent RSSI values. This of course will lead to inaccurate data and inaccurate points.
3) If there are any other wireless communication systems in place at the facility, err on the side of caution and do an RF test of the facility with a spectrum analyzer to determine the source, and if that source can be removed. If it can’t, a plan of action involving an external Master Receiver and/or Repeater(s) may need to be drawn up to work through it before the install, not during. Waiting to find out there may be an issue during install will delay the date of the facility going live, and this makes everyone look bad.
4) If there are drop ceilings with metal frames, do not simply rest the locator on these frames, get them away from metal wherever possible.
Tips of ALP Mapping –
1) Don’t stack locators, even if there is a floor between them. Stacking won’t cause receiving problems, but it could prevent ALP optimization. It is best to use a zigzag pattern rather than alternating stacking.
2) Avoid installing locators next to barriers. i.e. caging behind duct work, near elevator shafts, or poor quality coax cable that cause interference. G4 locators themselves have a high likelihood of cutting through these sources of interference; however, putting these locators in worst case scenario will cause inconsistent RSSI values. This of course will lead to inaccurate data and inaccurate points.
ALP Upgrades – Since we first rolled out ALP we have learned several ways to make it easier on the installers.
1) Multiple Pendants – You will now be able to assign individual fingerprinting pendants to a location. This will allow multiple individuals to fingerprint multiple locations at once. Each location can only get one pendant assigned to it. So, you cannot learn multiple pendants into one location and activate them with one individual. Additionally, each pendant can only be activelyassigned to one location. If you try and assign it to multiple locations at once, the system will give you an error message.
2) Enable Teach – This feature now allows installers to go back to an area and add presses if the original quantity doesn’t seem to be accurate enough. Previously, once you added a new location, there was no way to go back to a previously fingerprinted area. Now there is. The current fingerprint location will now be activated by turning the Enable Teach option to “ON” at the appropriate location.
3) Edit Entry – By selecting the Edit Entry box and then selecting the edit button at the bottom of your table, you will be able to edit the pendant assigned to the location as well as the location description. The Location ID and Floor number are not editable.
CONCLUSION:
We continue to take recommendations sincerely and several of these changes were a direct result of requests from installers. We’ve also seen several ways that installers have made it more difficult for ALP to function optimally. Nothing in life is guaranteed 100%, but these guidelines and changes will allow for the prevention of extra work at the time of installation.
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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:
Changes – All these changes can be accessed via the web interface. Specifics of where these settings rest can be found in the new manual.
1) Ability to lock down minimum sound volume preventing caregivers from turning them down
2) We now have the ability to provide different tones depending on the type of alarm function it is. i.e “Normal” vs. Emergency”
3) We can now control views either by the user (from the web interface), or have the phone’s view override this setting
4) New Devices Tab to alert when a wireless network devices has any issues
5) Wi-Fi High Optimization was discussed in a Tech Bulletin in May. This bulletin can be found on the webpage as well
6) Messaging, Incident, and Device Tab turn red as an additional way to alert caregivers to unresolved issues
CONCLUSION:
We have improved the functionally of RCare Mobile as well as added many new features that have been requested. These changes give caregivers flexibility in how they’d like to use this application. With the new manual now available to augment online training you can be better prepared to answer RCare Mobile questions. There are several suggestions that we’ve taken previously that are in the works and we will continue to make RCare Mobile more user friendly, but also flexible so that it can be customized based on customers needs.