To Update Your Tablet, Contact Support for Credentials to CareConnect’s Customer Portal.

Do-It-Yourself Support for Legacy ERS911 Customers

If at any time, you feel you are “hitting a brick wall”, call our Tech Support Line at (866) 968-6225

ERS Software Tutorial –  a)  ERS Software Overview   b) ERS & Smart Tablinks

ERS Admin Software Tutorials –  1)  Facility Settings in ERSAdmin   2)  Rooms in ERSAdmin   3)   Residents in ERSAdmin   4)   Pagers in ERSAdmin      5) Staff Members in ERSAdmin    6) Task Management

Hardware Tutorials – 1) Pager Programming   2)   Adding a Pendant to ERS   3)  Tablet Tutorial   4)  Smart Tablink Demo – Basic Use

Installation Tutorials – 1) Basic Pull Cord Installation   2) Testing Pull Cord Installation   3) Inserting Pull Cord into Surface Mt Box   4) Explanation of Check-In Feature on Pull Cord 5) Door Access Wiring

Troubleshooting – 1) Clearing a Faulty (or Run-Away) Transmitter

Head End Assembly – 1) Head End Description   2) Backup Battery Surge Protection   3) Serial Receiver

Installation Steps:

  1. Inventory Shipment to ensure completeness of order
  2. Assemble ERS computer, Monitor, Keypad, and Mouse (See Support Video – “Head-End Description” )
  3. Attach Inovonics Serial Receiver to Edgeport Serial Expander – (See Support Video – “Serial Receiver” )
  4. Attach Waveware Paging base to Edgeport Serial Expander. (See Support Video – “Head-End Description” )
  5. Plug the Edgeport Serial Expander to the proper USB Port. (See Support Video – “Head-End Description” )
  6. Power up all the Head-end devices ( See Support Video – “Backup Battery Surge Protection”)
  7. Turn on ERS Computer
  8. Trip an ERS device (Pull Cord or Pendant) to ensure that Alert messages are getting into the system. Look for the Alert on the ERS computer screen and listen for the Alert on the Pager (or other Notification Device)
    Note: At this stage, a basic ERS System has been built and is be ready to operate. The next step expands the reach of the system:
  9. Install the Inovonics Repeaters in the center of each “Zone”
  10. Test the reach of the system by tripping the same device as before (Pull Cord or Pendant) at the further-most points of the facility and listening for an Alert notification on the same Pager(or other Notification Device) as used before.
    Note: If no Alert is received, have a coworker look for an Alert on the ERS screen. If there is no Alert on the ERS computer screen, the problem is with the device signal not reaching the ERS Server.
  11. If applicable, Pull Cords can then be mounted AND TESTED using the Notification Device used previously. (See Support Video – “Basic Pull Cord Installation” and “Testing Pull Cord Installation”)

Summary of Device Variables and Diagnostic Tools

Transmitter > Repeaters > Serial Receiver > Server/Software > Pager Base > Pagers/Tablets

Transmitters – Serial Number (Device Code), Device Type, Battery, distance from Repeater/Receiver, LED Diagnostics

Repeaters – Serial number (Device Code), Power, Inovonics Registration, Distance from Transmitter/Other Repeaters/Serial Receiver, Signal Strength Setting in ERSAdmin, LED Diagnostics

Serial Receiver – Power, Distance from Transmitters/Repeaters, LED Diagnostics

Server/Software – Correct and Active Device Codes for Transmitters, Repeaters, and Pagers, Correct Pager Groups for Pagers, Heartbeat “LED” Diagnostics.

Pager Base – Power to send signal to Pagers, LED diagnostics

Pagers – Device (CAP) Code, Frequency Setting, Battery, Distance from Pager Base Station, Screen diagnostics

Tablets – Device CAP Code, Battery, WiFi Signal Strength, Screen Diagnostics

Troubleshooting the ERS Wireless Installation

Symptom 1: Transmitter(s) signal (Activation of Pendant/Pull Cord) isn’t Alerting Pager(s)/Tablet(s).

Transmitter > Repeaters > Serial Receiver > Server/Software > Pager Base > Pagers/Tablets

Troubleshooting Logic –The problem could be anywhere in the chain of signal flow, so we will narrow our focus by looking at the Input side of the flow first (Transmitter >> Server/Software) Then we will then remove the Repeaters from the equation by temporarily bringing the Transmitter to the Serial Receiver.

1) Does the Alert show up on the ERS Server screen?
a) Yes – Look at Pager Base, Pagers (See Symptom 2) or Software.
b) No – Go to 2

2) Does the Alert show up on the Server screen when the Transmitter is relocated to the Serial Receiver site?
a) Yes – Look at Repeaters in “Dead” area(s), Software (See Symptom 3)
b) No – Go to 3

3) Is the Transmitter actually Reset? (Is it Cleared from the ERS Alert screen?)
a) No – Reset (Clear from screen) and go to 1, (or try another Transmitter)
b) Yes – Go to 4

4) Does the Transmitter LED flash when the Alert is activated?
a) No – Replace Battery – Go to 1 (or try another Transmitter)
b) Yes – Go to 5

5) Does the Serial Receiver LED Flash when the Transmitter is Activated? (Remove Serial Receiver cover to observe LED activity)
a) No – Check all wiring to Serial Receiver
b) Yes – Go to 5

6) Do any of the facility’s other transmitters show up as Alerts on the Server?
a) No –Look at LEDs on the last Repeaters in the chain, Software, Serial Receiver (see Symptom 4)
b) Yes – Go to 6

7) Does the Transmitter Device Code show up in the Log Files?
a) Yes – Look at the Software (Transmitter setup)
b) No – Send Transmitter off for Repairs. Submit a Ticket to our Help Desk or call our Tech Support Line at (866) 968-6225

Symptom 2 : Alert is showing up on the ERS screen but not alerting the Pager(s)/Tablet(s)

Transmitter > Repeaters > Serial Receiver > Server/Software > Pager Base > Pagers/Tablets

Troubleshooting Logic –The problem appears to be on the Output side of the signal flow so we will go directly to the WaveWare/Pager devices and their programming.

1) Is the Alert showing up on any of the Pagers/Tablets?
a) Yes – Check the Software, Pager Settings, Pager/Tablet Batteries
b) No – Go to 2

2) Can you manually send a page/Alert to any individual Pagers/Tablets from the ERS software?
a) Yes – Check “Pager Groups” in the ERS Admin Software
b) No – Go to 3

3) Are the WaveWare base diagnostic lights on? (Only important if using Pagers)
a) No – Reboot the WaveWare base and go to 1
b) Yes – Go to 4

4) When a Transmitter is activated, do the WaveWare diagnostic lights indicate receipt and transmission of the signal? (Only important if using Pagers)
a) Yes – Compare the Frequency setting of the WaveWare with the programming of the Pager and the CAP Codes in the ERS software with the programming of the Pager.
b) No – Call for Technical Assistance. Submit a Ticket to our Help Desk or call our Tech Support Line at (866) 968-6225

Symptom 3 :Transmitter causes an Alert to show up on the ERS Screen when activated near the Serial Receiver but doesn’t when in its correct position.

Transmitter > Repeaters > Serial Receiver > Server/Software > Pager Base > Pagers/Tablets

Troubleshooting Logic – Since Transmitters work in certain areas but not others, it is most likely either a Repeater hardware issue, a problem with how the Software sees the Repeater, the Repeater location, or Interference.

1) Are the Repeaters in the “Dead” areas on? (Are diagnostic LEDs seen?)
a) No – Power up and Reset the Repeaters and begin troubleshooting again
b) Yes – (Reset Repeater and try again) Go to 2

2) Are Repeaters in “Dead” area included in Network Devices list in ERS Admin and is their “Last Detected” date current?
a) No – Add the Repeaters to Network Devices list and begin again
b) Yes – Go to 3

3) Are these Repeaters “Active” in the Network Devices List?
a) Yes – Activate the Repeater(s) and begin again
b) No – Go to 4

4) Is this a “new problem”?
a) Yes – Find what has changed to create this problem (like interference from outside)
b) No – Reposition or add Repeater(s) to power our way thru this area of blockage or avoid the area of Interference.

Symptom 4 : None of the Transmitter Alerts show up on the ERS screen.

Transmitter > Repeaters > Serial Receiver > Server/Software > Pager Base > Pagers/Tablets

Troubleshooting Logic – The odds of all the Transmitter and Repeater hardware on the Facility going bad are very low, so we will remove the Repeaters from the equation in Step 1 by sending the Transmitter signal directly to the Serial Receiver to determine the health of this segment.

1) Will a Transmitter Alert appear on the ERS Screen if the transmitter is activated beside the Serial Receiver?
a) Yes – Check the Repeater hardware leading up to the Serial Receiver (See Symptom 3)
b) No – Go to 2

2) Is the ERS Monitor software “Down” (Check the flashing “LED”s on the ERS Monitor software screen)?
a) Yes – Restart the ERS Monitor software or reboot the ERS server
b) No – Go to 3

3) Are the Transmitters included in the Transmitters List in ERS Admin?
a) No – Add the Transmitters and go to 1
b) Yes – Go to 4

4) Are the Transmitters “Active”? While in the Transmitters screen in ERS Admin, check the “ALL” button and then the “Refresh” button to see if the transmitter is added to the list as an inactive transmitter?
a) No – Check the “Active” box and go to 1
b) Yes – Complete the above sequence with another Transmitter

5) Do the Serial Receiver Transmit/Receive LEDs indicate receipt of the signal? The Serial Receiver cover will have to be removed to see the activity of the LEDs.
a) No – Check the wiring, Reset the Serial Receiver and start again
b) Yes – Go to 6

6) Do the Transmitter signals show up in the Audit records? Look at the Audit tab in the ERS Monitor software with the “Display Transmitter Messages Received” box checked.
a) Yes – Re-evaluate 3 and 4 above
b) No – Got to 7

7) Is there any device located near the Serial Receiver that may impact signal flow?
a) Yes – Try moving the Serial Receiver to another wall
b) No – Check all cables for a bad connection.

8) Is this a new problem?
a) Yes – Find what has changed that could have affected the wireless environment
b) No – Call for Tech Support. Submit a Ticket to our Help Desk or call our Tech Support Line at (866) 968-6225

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