Knowledge Base | INS LifeGuard

Jump to: Testing | Updating Your Details | Notifications | Troubleshooting | FAQ ## This guide covers testing, updating your details, reading notifications, and troubleshooting your SmartHome IP Dialler (IPD), an in-home alarm system connected to INS LifeGuard's 24/7 nurse-monitored response. The IPD has been tested and certified to comply with AS 4607:1999, Australia's standard for personal emergency response systems. ### [Testing your alarm](ANCHOR: Testing) We recommend testing your alarm system once a month, ideally on a day you'll remember, like the date of your birthday. To test your system, press the button on your wrist or pendant transmitter. This tests both the transmitter and the base unit together. Once you've pressed the button, don't pick up the telephone handset connected to your dialler, even if it rings. Instead, wait and let our nurse speak to you through the loudspeaker. It's important to confirm you can get help this way, even if you're not near the phone. When the nurse responds, let them know you're testing. That's it, test complete. ### [Updating your personal details](ANCHOR: Updating Your Details) 1. Tap the settings icon in the top left of the Home Screen (it looks like three lines). 2. Tap the file number shown to access your record. 3. Tap the name of the person whose details you wish to edit. 4. The details we have for that person are displayed. Tap the EDIT button. 5. Read the Disclaimer and acknowledge your acceptance by tapping ACCEPT. 6. Tap any field to bring up the keyboard and make changes. Tap NEXT to move through the screens, you can edit personal information, doctor and pharmacy details, and medications or medical conditions. 7. On the last screen, tap SAVE. Once the IPD confirms your changes are saved, press the home button (the small circle at the bottom centre of the screen) to return to the Home Screen. ### [Reading notifications](ANCHOR: Notifications) Notifications can be sent by INS LifeGuard if there's information you should be aware of, or as a result of tasks and reminders you've asked us to set up. Village Management can also send notifications if you're a village resident. Notifications pop up in front of the main screen, tap any notification to read the full message. They'll go away once read, or on their own eventually. If your Notifications box shows a number other than zero, there are unread messages. Tap the box to see the list, then tap any notification to read it in full. ### What should happen next After a successful test, you'll hear the IPD confirm the alarm and a nurse will speak with you through the loudspeaker. ### [Troubleshooting](ANCHOR: Troubleshooting) **Video troubleshooting:** Check the Power, Check Network Connectivity, Check the Antennas, Check SIM Card and APN, Connect to Wi-Fi, and Reset the System. [VIDEO: https://www.youtube.com/embed/KpA1VQi8-0c | Check the Power] [VIDEO: https://www.youtube.com/embed/m50wzYXp6aA | Check Network Connectivity] [VIDEO: https://www.youtube.com/embed/wAUqGUHpHoE | Check the Antennas] [VIDEO: https://www.youtube.com/embed/nzRWNjRXytQ | Check SIM Card and APN] [VIDEO: https://www.youtube.com/embed/z4mulMdxImU | Connect to Wi-Fi] [VIDEO: https://www.youtube.com/embed/n2wvfPiPuMs | Reset the System] If these don't resolve the issue, contact INS LifeGuard's Technical Support Team on [1800 636 226](tel:1800636226), or email [lifeguard@theinsgroup.com.au](mailto:lifeguard@theinsgroup.com.au). #### There's a "No Subscription" message on my screen. This appears if one of the coloured boxes on the right of the screen (My Home, My Security, My Concierge, My Health) is touched and you haven't subscribed to that service. This does not mean your alarm system isn't working properly. Press OK to dismiss it, or press your HELP button or call [1800 636 226](tel:1800636226) if you can't dismiss it. ## FAQ Q: What is the function of the handset on the IP Dialler? A: The handset was originally provided for the optional INS Telephone Service, which is no longer available. Since the device isn't connected to a traditional phone line, the handset can't function as a telephone today. For testing or during an alarm, don't pick up the handset, the unit's speakerphone is what verifies functionality. In an emergency, if you can't reach the handset, you can still communicate with us and receive assistance. Q: Can I change the times for the Night Time Window when the screen is dimmed? A: Yes. The screen turns off between 9pm and 6am by default so the light doesn't disturb you in the evening, and wakes automatically if you trigger an alarm. Call [1800 636 226](tel:1800636226) if you'd like these hours adjusted. The Night Time Window doesn't affect emergency functions, the alarm still works when the screen is dimmed. Q: Can I increase the text size on my device? A: The IPD's text size can't be changed. (If you're using the INS LifeGuardian® App instead, you can increase text size through your phone's own accessibility settings.) Q: Can I connect my IPD to the nbn™? A: Yes, via Ethernet or Wi-Fi. If you do, the device's SIM card acts as a backup, so your alarm keeps working even if the nbn™ connection drops out temporarily. Q: Does the IPD meet Australian Standards? A: Yes. The SmartHome IP Dialler has been tested and certified to meet AS 4607:1999, Australia's safety and quality standard for personal emergency response systems. Q: Will my IP Dialler's transmitters work with the SmartHome LGX? A: Yes, all transmitters compatible with the IPD also work with the LGX, so you can keep using your existing devices without any issues. ## Still need help? Call INS LifeGuard on [1800 636 226](tel:1800636226), or email [lifeguard@theinsgroup.com.au](mailto:lifeguard@theinsgroup.com.au).

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INS LifeGuard is the only nurse on-call personal emergency response service in Australia. We have a commitment to healthcare innovation which includes personal alarms and medical alert solutions that make independence easier, safer and more enjoyable.

Our services support Seniors, Carers, Providers, NDIS Participants, Retirement Villages, DVA, Lone Workers and anyone that wants the security that help is a press of a button away.

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