A calm first check
- 01
Check immediate safety
If someone may need urgent help, use the emergency or in-person response plan first.
- 02
Check power
Guardian runs on its rechargeable battery and works without being plugged in. Recharge it when needed, following the instructions for your model.
- 03
Check connection state
Look for the current online or connection state in the Aware app. Avoid repeated resets until you have recorded the state.
- 04
Check the receiving phone
Confirm internet access, app sign-in and operating-system notification settings.
What to send support
- Guardian model and the room where it is installed.
- What you expected and what you observed.
- The approximate time and whether the problem is repeatable.
- Any status wording shown in the app, without sharing passwords or sensitive care details.