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CMOS Battery
ABSTRACT:
There is a specific “Cube down” issue that is rather easy to fix with access to a monitor and keyboard.  For example: power outages, or a Cube is reset that has been working for some time with no issues, and suddenly gets stuck in “Starting Up”.  This bulletin will explain the steps for repairing this issue.
TECH SUMMARY:
 
If you get this “Starting Up….” Screen for more than 5-6 minutes it may be time to get a monitor and keyboard.  These must be separate monitor and keyboard that you can hook up via VGA, PS/2, or USB connection.
1)     Safely Power Down/Remove Power
2)     Plug in Monitor and Keyboard
3)     Power Server back up.  HD Cubes will have button on front
        panel. URack cubes will require technician to hold on Green
        Check mark button to power up cube.
4)     Let Cube attempt to power up.  If Cube gets stuck on failed
        (code seen below, then you have a CMOS battery issue, which
         controls the date and time settings on the server.  The server is
         attempting to load “in the future” because the server thinks its
         set to the year 1900.  This stops the start up process.  It only
         manifests itself after a power cycle.
5)     Hard power cycle the server again and when you see the
        “SUPERMICRO” screen below.  Begin hitting Delete key
        continuously until the screen goes into bios mode.  If you don’t
        hit the key in time, you will need to start back over at step 1.
BIOS SCREEN
1)     This will bring you to the BIOS Screen.  You will automatically
         be at the Main tab where you will see the date and time.
2)     Enter Day, Press Enter
3)     Enter Month, Press enter
4)     Enter Year, Press Enter
5)     Press down key
6)     Enter Hour, Press Enter
7)     Enter Minute, Press Enter
8)     Enter Seconds, Press Enter
9)     Use Right key to move to “Save and Exit Tab”
10)   Use Down key to select “Save Changes and Reset”, Press Enter

11)   Server should reboot properly

Replacing CMOS Battery:

It is a generic CR 2032 Battery dime battery.  It may be in a different location depending on the type of server you have.  Pictured below is an HD Cube.  You will not need to replace the battery to bring it back online.  However, If the server is shut down or rebooted you will have to repeat these steps every time until the battery is properly replaced.

 
CONCLUSION:
At first this may be alarming, especially if it happens in the middle of the night.  But this document can be passed to end users as well.  If the front of the Cube now properly displays the facility name and the monitor is asking for a username, then you have completed boot up.  It is a simple starting up issue related to a dead battery that can easily be replaced to get you going.
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ABSTRACT:
We wanted to provide updated information based on some changes and things we’ve observed out in the field with CC-900’s that can impact the CC-900’s.
TECH SUPPORT SUMMARY:
PHONE MOUNT SCREWS:
 
The CC-900 includes screws for a handset whether you purchase the handset or not.  DO NOT use them if you do not have a handset.  By tightening the screws down without an actual handset you will inadvertently put pressure on the unit that will cause the screen to crack.
 
 
CC900’s “Going To Sleep”:
There is an Android feature that is overriding our display time out settings that we have been unable to wrestle from Android.  Thus, these units may shut off or go to sleep even though the units are set not to.  There are two settings that need to be changed to avoid this.
Turning off Display Timer
1)       Swipe Down form upper right hand corner to go into Android Settings
2)      Select Display
3)      Select Sleep
4)      Select Never Time Out
Turning Off Screen Lock
5)      Go back to main Android Settings page
6)      Select Security
7)      Select Screen Lock

8)      Select None

 
CONCLUSION:
DO NOT install the screws given for the handset if you do not have a handset, you will crack your screen if you go too far.  This is not a refundable offense; you have been warned.  If the screen is going black or going to sleep on you, a simple settings change can correct the perception that your unit is not working.
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ABSTRACT:
We have recently begun rolling out the CC900 caregiver console to replace the CC800.  For those facilities with RCare Mobile the home screen will look very similar.  The manual for the CC900 can be found on the Distributors log-in on the main webpage.  In this week’s tech bulletin, we will only be discussing the two different power options available.
TECH SUPPORT SUMMARY:
 
Option 1:  POE+ which requires POE + injector seen below.
1) CC900 Requires POE Plus (Response Care does not provide
these) for power and Ethernet Connection
2) Solid Link light for POE Plus Connector
3) “Data In” goes to back of CC900
4) “Data Out” goes to Network Switch
5) Power Button on Lower Right hand side
6) Top LED Light off when idle, activates when call coming
through


Option 2:  Separate Power and Ethernet.
1) 19VDC Power Supply (Provided)
2) 6 Ft Power Supply Cable (Provided)
3) 10 ft Power Supply Cable (Not Provided);
Recommended Mouser Electronics Part# 173-21113E

4) Cat5/Cat5E/Cat6 Ethernet Cable (Not Provided)


 
CONCLUSION:
These two options, which are fairly basic, are what installers will need to be aware of before they get on site.  Regular POE will not suffice; it needs to be a POE+ injector if this is the route you decide.  There’s not much worse than being at an install with a tight schedule only to find out you need equipment you can’t purchase easily at a local hardware store.
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ABSTRACT: 
If you add a domelight to the system prior to the dome light controller network board (DLC-LCD) being on the network, you can create a major lag for all other network devices. It is very important to understand that this lag can create confusion that makes individuals “trigger happy”, which further gives the appearance that dome lights and other network devices aren’t functioning properly. Two way communication devices (Ex: RCare Mobile and D-3900 Dialers) and the other domelight controllers in particular are noticably effected. We have seen delays on properly installed DLC’s as high as 20 minutes because of multiple non-network connected DLC’s. It doesn’t matter if you have 20 DLC’s and 19 are funcioning properly, if one is bad, improperly installed, or just has no network, the whole system will be effected.

 

TECH SUPPORT SUMMARY:
1. The communication between the cube and when it finally lights a domelight is a multiple step process. The first step is when the cube looks to see if the DLC driver is active. If it is not, you will see the “Dome Light Controller” option in System Settings as blacked out with no hyperlink.
2. The next step is when the driver is active; the cube looks to what DLC’s have been programmed into the driver. If there are no DLC’s programmed, then that is what the driver reports back in a matter of milliseconds. If there are network boards programmed, then one by one starting from the top of the list the DLC driver waits for a handshake response from that programmed network device. This process is always active and constantly looping itself as a failsafe to ensure the devices that have been programmed are communicating with the server.
3. In the event that one or more of these domelight’s, which are programmed into the cube, are not connected to the network the driver will get stuck waiting for a response. And in turn the cube will wait for the driver to report back. Eventually, it will move on to the next DLC, but not before confusion offers an opportunity to exacerbate the issue.
SOLUTION:
It is not uncommon for installers to pre-program facilities and for facilities to request live demo’s prior to everything being properly installed. Once you program a DLC into the System Settings, it can only be deleted if it is not programmed into any accounts. Therefore there are two solution around this problem. If you have not pre-configured everything and want to test the vaildity of a DLC, all non network connected DLC’s need to be deleted from the System Settings. If you have preconfigured it, you will need to find a switch to connect all programmed DLC’s. Even if you need to plug in 4-5 DLC-LCD’s and rest them on a shelf together. Bottom line, if you want to test the functionality of any dome light controller, all DLC’s programmed into the system need to be online.
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PROBLEM:
As we transition from the Gen 3 to the Gen 4 locating system, there have been some inevitable questions about compatibility that this week’s tech bulletin will attempt to clear up. While there are software changes that accompany G4, the changes are mainly upgrades made to the wireless network hardware and pendants. In short, G4 is backwards compatible and will work with G3 equipment, but G3 is not forward compatible with G4.

 

TECH SUPPORT SUMMARY:
1) The servers, with free a software upgrade, are compatible with both G3 and G4 equipment and can run both generations of equipment at the same time.  However, the wireless network equipment itself, Locators, Repeaters, and Master Receivers are not compatible with the other generation.
2) The only changes made to any transmitters were the WTC Pendants.  All other transmitters will work with both systems.  Ex: There are no new G4 BP-7RWR Pull-cords.
3) G3 Pendants will work on G4 wireless network equipment, but G4 pendants will not work on G3 wireless network equipment.
4) G3 and G4 equipment look the same from the outside, so it is important that you check the label to ensure you’ve received the proper product.  Ex: LT-490 =G3, G4LT-490 = G4
Acceptable Wireless Network Configurations:
Unacceptable Wireless Network Configurations:
Acceptable Pendant Configuration:
Unacceptable Pendant Configuration:

SOLUTION:

Please use this as your first source for any compatibility questions. If you have any other questions about compatibility issues or how such a transition would work for an existing facility please contact RCare Technical Support at 585-671-4144.

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PROBLEM:

Notification chains are being configured with too many message receivers and too short of a repeat duration, which causes encoder queue logjams, caregiver burnout, and damages facility’s trust in the product.

 

TECH SUPPORT SUMMARY:

Below is a comparison of the disparity between two (Non-hypothetical) scenarios that accomplish the same thing. Each has 10 CNA’s and an escalation at 3 minutes that adds 5 nurses for a total of 6 minutes of alerts. Scenario one uses common capcodes and a repeat duration of 90 seconds.   Scenario two uses individual capcodes and a repeat duration of 60 seconds. As each page requires approximately 4 seconds of processing, if the incident is not restored for the entire 6 minutes it’s the difference between 4 pages that takes a total of 12 seconds of processing and 75 pages that takes up the entire 6 minutes.   In scenario two, if you were to receive a second alarm during this 6 minute window it is highly probable that it will fail to send them on time rendering the notification configuration inoperable.

 

 SOLUTION:

  1. Discuss specific notification requirements/expectations with facility prior to installation.
  2. Trim down your notifications by using common cap codes.
  3. You should never have more than 3-4 message receivers per link.
  4. Your “Seconds between repeat notifications” should typically be no less than 120 seconds.

individual-capcodes-tech-bulletin

processing-time-tech-bulletin

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PROBLEM:

Single gang back boxes are crimping JR-14 wires.

 

TECH SUPPORT SUMMARY:

This defect will often not be discovered immediately as it will not snap the wire at the time of installation. The general wear and tear will cause pulling and friction on the solder joints on the ¼” jack wiring. If you have one fail, more than likely it will be present in larger quantities throughout the facility. It will also be impossible to detect them until the device finally loses its ability to restore. This awareness should be extended to anything that has exposed wiring/components, particularly that get mounted into a wall. For instance, Lobby Displays (LD-600) or wall mounted Caregiver Console’s (CC-800).

 

SOLUTION:

Be mindful of wiring when installing JR-14’s. This is not considered a product defect, but an installation error and therefore not covered under warranty.

crimped-jr14-tech-bulletin