mCareWatch HW2 Troubleshooting Manual Download

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Troubleshooting Guide

Item

Page

mcarewatch.com.au

Watch screen has frozen

Battery is draining quickly

I’m unable to call the watch

Watch is unable to make an SOS call

I’m unable to call my Speed Dial contacts

Watch is making SOS calls without pressing buttons

Watch is not connected on app and portal

Watch screen is locked

Location of the watch is inaccurate

Changes are not being updated on the watch

Mobile app displays ‘Loading’ message

On Demand location is not updating location

Reminder alerts are not appearing on watch

I’m not receiving geo-fence alerts

HW2

Summary of Contents for HW2

Page 1: ...eed Dial contacts 6 Watch is making SOS calls without pressing buttons 7 Watch is not connected on app and portal 8 Watch screen is locked 9 Location of the watch is inaccurate 10 Changes are not being updated on the watch 11 Mobile app displays Loading message 12 On Demand location is not updating location 13 Reminder alerts are not appearing on watch 14 I m not receiving geo fence alerts 15 1 HW...

Page 2: ...2 Issue I was recharging the watch and watch screen is frozen and displaying Huawei and nothing else Solution 1 Press and hold down the top right hand button for 10 15 seconds continuously 2 The watch will automatically switch off and then back on ...

Page 3: ...r more than a day Solution 1 Log into the platform and check that any features under DEVICE and FEATURES not required are switched off 2 If Wi Fi is available add the home Wi Fi MAC address on the portal 3 Click on WEARER and Beacon Locate and follow the instructions to add the Wi Fi MAC address ...

Page 4: ...the watch screen up to see this screen top right Check for the available 4G connection in your area The device should have between 1 to 4 green bars 2 If there are no 4G green bars available it means the watch has no mobile connection 3 Switch the watch off and then back on to re establish a 4G connection by pressing and holding down the top button for 10 15 seconds ...

Page 5: ...d hold down the red SOS button on the watch face or the bottom button on the right hand side for 3 seconds 3 If the watch face is displayed and you are pressing the SOS button but no call is made check for your 4G connection by swiping the watch screen upwards If there are no green bars you may be in a mobile area with limited or no 4G connection NOTE you can adjust how long the SOS button needs t...

Page 6: ...on 1 To call your Speed Dial Contact you must press and hold down the centre of the watch screen with photo name for 3 5 seconds continuously 2 When the call has been activated the screen will turn red and the watch will commence to dial that Speed dial contact NOTE The watch will make an outgoing voice call provided that watch has a mobile receptionsignal ...

Page 7: ...n 1 You can adjust the sensitivity of the SOS button from 3 seconds to either 5 seconds or 7 seconds this can be updated on the portal under DEVICE FEATURES and SOS delay 2 Another option is to replace the watch face on the watch with one that does not have the SOS button displayed NOTE the SOS call can still be made by pressing and holding down the bottom button ...

Page 8: ...Solution 1 To unlock the watch screen press the bottom button 5 times in quick succession if you press it slowly it may not de activate the lock 2 When the watch screen is unlocked the watch will announce Watch screen UNLOCKED and the same message will appear on the screen NOTE Locking and unlocking the watch screen are activated by pressing the bottom button 5 times in quick succession ...

Page 9: ...mobile reception connection 1 Place the watch on the recharger and leave on the charger for 1 hour 2 If the watch is switched on turn the watch off and then back on 3 Check that the watch face has mCareWatch displayed at the top 4 When the watch face is displaying swipe the watch face from the bottom of the screen up to view the 4G reception bars you must have a minimum of 1 green bar 5 Test the S...

Page 10: ...wearer s Wi Fi MAC address to the platform this will help improve location services when the watch is indoors 2 Under Device section on the platform and Tracking make sure the GPS Tracking is ON 3 On the platform and app do an On Demand Get Current Location and press the REFRESH button this may take a few minutes to update NOTE Please ensure that GPS Tracking is ON under Device and Tracking ...

Page 11: ...pp will not be updated until the watch synchronises with our platform this normally happens every hour 2 If you have access to the watch you can Synch the watch by swiping the watch screen top down and clicking on the Synch blue icon and a SYNC now message will appear to confirm watch has synchronised to platform 3 You can also power cycle the device by switching the watch off and then back on aga...

Page 12: ...h Details Loading message Solution 1 When you receive the Details Loading message on the app click on the top left hand side 3 horizontal lines 2 A drop down menu will appear 3 Click on Logout 4 This will log you out of the mobile app and back to the login page 5 Enter your login details username and password and click on Login ...

Page 13: ... button Solution 1 Requesting an On Demand or Get Current Location can take up to 5 minutes to update the map location 2 After clicking on Get Current Location and sending the SMS iPhone click on the Activity tab bottom left 3 In the Activity section check that the watch is connected and battery is above 20 4 Click on the View Map and then on the Refresh button to provide an updated map location o...

Page 14: ...h are not being sent to the watch Solution 1 Log into the portal and under Wearer and Reminders check that the time is correct and that the days are highlighted in orange 2 Check that each individual reminder is also switched on Alarm needs to be orange 3 Ensure that you click on the SAVE button top right corner ...

Page 15: ...and the watch has been outside of the geofence zone Solution 1 Check that your geofence is active and switched on highlighted orange 2 Under Device and Tracking section make sure you have GPS tracking set for every 5 min 3 Under Menu and Manage Account click on Notifiers and make sure your email and mobile numbers are added to receive any alert notifications ...

Page 16: ...SUPPORT Troubleshooting and assistance for your mCaWatch HW2 ConnectiveCARE and Mobile APP can be found at www mcarewatch com au help mcarewatch com au or by calling 1300 188 557 16 ...

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mCareWatch HW2, Troubleshooting Manual

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