What
Technical issues inform you when something is not working as expected within your community. They alert you to connection problems, battery issues, camera malfunctions, or integration failures.
All technical issues are visible in the Technical issues overview. Managers can choose which users receive notifications. Ongoing technical issues also appear on the dashboard as a white resident card with a red outline. In Priority view, they appear under Technical issue. A low battery or a lost connection to a peripheral does not appear under Technical issue in Priority view.
By reviewing technical issues regularly and assigning users to receive alerts when there are issues, you keep Nobi reliable, connected, and ready to protect every resident. Technical issues cannot be closed, they can only be resolved by fixing the issue. In the overview, you can see all active and past technical issues and check the suggested actions to resolve the problem. To see more about an ongoing issue, click the resident card on the dashboard.
Please note: Some technical issues have thresholds before an alert is triggered. This is to prevent issues like a weak WIFI connection, or a brief power outage from overloading you with alerts. The problem must last:
- 5 minutes for the three light connection alerts
- 3 minutes for lost connection to peripheral, fall detection malfunction, bed is no longer properly detected and lost connection to external call system
- 2 minutes for the Nobi Gateway network connection type mismatch
Why
If a light loses connection, a device battery runs low, or an integration stops working, fall detection or alerts may not work properly. Technical issue notifications let staff know something is wrong and sends an alert to a person who can fix it.
You can set which users receive notifications for each type of technical issue. This makes it clear who is responsible for follow-up and ensures issues are addressed.
By checking technical issues regularly, you can:
- Spot network problems that happen often
- Reduce system downtime
- Keep fall detection working
- Keep integrations running correctly
- Support resident safety
- Know how long a technical issue has been active
When technical issues are found early, they can be fixed sooner. This helps keep residents safe.
Overview of technical issue types
Below you find the different technical alerts you may encounter.
The battery of a peripheral is low
What it means:
The battery of a Bluetooth peripheral is low.
Applicable to:
- Bluetooth door lock
- Scale
- Blood pressure monitor
- Wireless Switching Interface (On-Wall)
- Wireless push button interface
- Wearable Call Button (Gen 1)
- Nobi Bridge
How to resolve it:
Replace or recharge the battery.
Lost connection to peripheral
What it means:
The light has lost connection with a wired switching interface.
Possible way to resolve it:
- Perform a power reset of the light
- Perform a power reset of the peripheral
Lost connection to Nobi
What it means:
The primary light of a housing unit is no longer connected to the Nobi Cloud.
The primary light manages communication with the cloud.
Possible causes:
- No WIFI connection
- Power issue
- No internet connection
- Firewall configuration issue
Lost connection to Nobi light
What it means:
A non-primary light has lost connection with the Nobi Cloud.
Possible causes:
- No WIFI connection
- Power issue
- Firewall configuration issue
Lost connection to the primary Nobi
What it means:
Communication between the primary light and other Nobi lights in the same housing unit is lost.
Possible cause:
- WIFI access point isolation is active, preventing devices from communicating with each other
Fall detection malfunction
What it means:
There is a problem with the camera. The system cannot detect falls.
How to resolve it:
Contact Nobi support immediately.
Bed is no longer properly detected
What it means:
The light no longer sees the bed where it was identified during setup. This can happen when furniture has been moved or the light has been rotated.
Applicable to:
Multi-person housing units with two single beds.
How to resolve it:
Identify the beds again.
Lost connection to Nobi Gateway
What it means:
A Nobi Gateway is no longer connected to the Nobi Cloud. The alert is resolved as soon as the Gateway reconnects.
Possible causes:
- No network connection
- Power issue
- No internet connection
Nobi Gateway network connection type mismatch
What it means:
The Nobi Gateway is connected in a different way than it was set up, for example over WIFI instead of a network cable.
How to resolve it:
Connect the Nobi Gateway the way it was set up, or contact Nobi support to change the network connection type.
Lost connection to external call system
Used for:
On-premises nurse call system integrations.
How it works:
The Nobi cloud checks for a connection every minute. If there is still no reply after 3 minutes, the alert is triggered.
Lost connection to the integration
Used for:
OAuth cloud-to-cloud integrations.
How it works:
The Nobi Cloud checks to see if the URL is active every minute. If no reply is received, the alert is triggered.
Want to learn how to configure who receives technical alerts? Click here.
Want to learn how to consult all ongoing or closed alerts? Click here.