Knowledge Base | INS LifeGuard

Jump to: The Clients Page | The Devices Page | Resolving Device Issues | Moving a Device | Updating Resident Details | Replacement Devices | FAQ ## This guide covers managing residents and devices through the LifeGuard Manager's Portal, including troubleshooting common device status issues. ### [The Clients page](ANCHOR: The Clients Page) Shows every resident in your village, a husband and wife sharing a unit show as one file. With the resident's permission, you can update their information here, including emergency contacts, medication, and medical information, keeping this current helps our nurses respond appropriately, whether it's a safety or medical concern. If a resident has a security keyholder, their PIN is also stored here. You can sort by villa/unit number, search by address, filter by device connection status (connected means it's checked in within the last 26 hours), and export the client list. ### [The Devices page](ANCHOR: The Devices Page) Similar to Clients, but focused per device, search by unit name, client name, or address. If a resident has two devices, both appear. Each device shows its device code (the unique code, or "G number," on the bottom of the unit, this is what INS asks for when reallocating a device), type, power status, and SIM carrier (this defaults to Telstra, "Unknown" usually just means it's the mobile app, since INS can't see the resident's own phone carrier). Check-in shows whether the device has connected within the last 26 hours (in-home systems check in every 24 hours with a small grace period). You can export and filter this list too, and there's a troubleshooting link at the top through to the knowledge base. Community News is a feature currently in development. ### [Resolving device issues reported in the Portal](ANCHOR: Resolving Device Issues) Device issues can be monitored directly through the Portal, or you can configure automated email or SMS notifications (timing may vary depending on the hardware). #### Newly allocated devices show Unknown/Disconnected status Newly allocated devices show Unknown/Disconnected status until their first alarm or first 26-hourly check-in, this is expected and will resolve on its own. #### Battery Level - Low Sent once a unit reaches around 20% battery. Check the unit and power point are both on, check the correct INS-supplied power cord is firmly connected, and check the power point itself works (try a lamp). If it's still not charging, call INS tech support on [1800 636 226](tel:1800636226). #### Power Status - Fail Sent after 6 hours of lost power connection. Check the device and power point are on, check the power point works, and check for a local power outage. If unresolved, see the SmartHome IPD or SmartHome LGX troubleshooting videos in the knowledge base, or call [1800 636 226](tel:1800636226). #### Missed Check-In (shown as "No" in the Check-in column) Sent after 26 hours without contact, often due to poor network coverage or the unit being off. Check the unit is powered on, and try removing and reseating the SIM card. If unresolved, follow the SmartHome IPD or LGX troubleshooting videos, or call [1800 636 226](tel:1800636226). ### [Moving a device between units](ANCHOR: Moving a Device) Contact INS before moving any device, we need both the old and new address to update our system correctly. All devices are pre-programmed to a specific unit or villa with its own ID code and can't simply be moved without informing us first. See the Manager's Guide for full procedures. ### [Updating resident details](ANCHOR: Updating Resident Details) Residents' details can be updated in several ways: through the Manager's Portal (with the resident's permission), directly by the resident in the INS LifeGuardian® app, through the free LifeGuard Client Portal, or directly on the IPD. ### [Replacement devices](ANCHOR: Replacement Devices) Replacements are typically posted via Australia Post or a contracted courier, with standard delivery around 10 business days from your request, INS can't control courier transit times once dispatched. If it hasn't arrived within this window, call [1800 636 226](tel:1800636226). For a replacement base unit, you'll only receive the base unit itself, the cords, antenna, and wrist or pendant transmitter from the old device are reused with the new one. The old base unit needs to be returned to INS (Reply Paid 485, INS LifeGuard, PO Box 485, Unanderra NSW 2526) within 14 days of receiving the replacement, or an invoice will be issued for the full cost of the new device. ## FAQ Q: Where can I find Terms & Conditions and warranty information? A: Terms & Conditions are on our website, and warranty information is in the back of your device's User Guide. Call [1800 636 226](tel:1800636226) for a new copy of the User Guide if needed. ## Still need help? Call INS LifeGuard on [1800 636 226](tel:1800636226), or [email us](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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Managing Your Residents in the LifeGuard Manager's Portal - Clients & Devices

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