← Back to Help Center

Device care

Troubleshooting

The device shows as offline in the app

  • Check the device is powered and its screen responds.
  • Check your WiFi is up (other devices in the home can reach the internet).
  • The device reconnects automatically; give it a minute after a router reboot.
  • If it stays offline, re-run setup from the app (Settings → Set Up New Device) to re-enter WiFi credentials — this doesn’t erase schedules.

Bluetooth pairing fails during setup

  • Make sure Bluetooth is on and the app has Bluetooth permission (on Android, “Nearby devices”; location permission may also be required by the OS for scanning).
  • Stand within a few meters of the device.
  • If the app reports “Bluetooth adapter not ready — is Bluetooth enabled?”, toggle Bluetooth off and on.
  • If a pairing QR code fails with “Pairing token expired or invalid”, just enter the device’s caretaker PIN when prompted — the QR tokens are single-use.

The alarm doesn’t sound

  • Check the volume and alarm sound settings on the device (caretaker PIN required).
  • If a custom SD-card sound was selected and the card was removed, the device falls back to the standard beep.

The device’s clock or schedule times look wrong

  • Confirm the timezone setting on the device matches where it lives.
  • Time is synced from the internet; a device in Standalone/Bluetooth mode after a power cycle may need its time checked manually.

”Power was lost” screen is showing

That’s the outage recovery flow doing its job — the patient (or a caretaker) should answer “I Took Them” / “I Missed Them” so the history stays accurate. See “What happens after a power outage?”.

Schedule changes don’t show on the device

Changes save to your Medsage account immediately and the app offers a “Sync to Device” action. If the device’s own alarms still look out of date after syncing, restart the device (power cycle) and check it shows online, then contact support if it persists.

Forgot the caretaker PIN

A caretaker already paired to the device can unlock it via Bluetooth from the app without the PIN (Devices → Unlock), then set a new PIN in Settings → Access. If no paired caretaker is available, contact support.

Something else?

Submit a bug report right from the device (Settings → Bug Report — it includes diagnostics), or contact us through the website’s contact form.

Still stuck? Ask the assistant in the corner, or contact support.