Understanding the Health Status of the Smart Device and Bluetooth Panic Button in the Customer Portal

In this article, we explain what the health status of a smart device and bluetooth panic button indicates in the Customer Portal.

Examining the Health Status of Devices (Panic Buttons)

• Healthy (Green): Indicates 3 things: (1) the buttons battery life is greater than 40%; (2) the firmware version is up to date; (3) the button has checked in within the last 2 hours.
• Moderate (Yellow): Indicates at least one of 3 things: (1) the button battery life is less than 40% and greater than 20%, OR (2) the firmware version is not up to date, OR (3) the alert source (device) has not checked in within the last 2 hours.
• Critical (Red): Indicates that the button's battery is below 20% OR the button has not checked in within the last 24 hours.

The React Mobile Hospitality application is programmed to report the device status to the Portal every 60 minutes. This hourly update is referred to as a 'Health Check'.

In order for a smart device to report the health check accurately every hour, the following must be true: 

1. LTE or Wifi is connected
2. React Mobile Hospitality Application is running in the background
3. Bluetooth is enabled
4. Paired and Connected to a Bluetooth Button or Sidekick

When all of the above is true and the smart device is charged, a health check will occur every hour. Each health check includes:

1. Last Check In

• When the device sends the data, it will update the last check in information in the Portal.
  • Devices that miss 2 hourly health checks will appear Moderate in the Portal with a tooltip indicator:"Device has not checked in in the past 2 hours."
  • Devices that do not check in within 24 hours will appear Critical with a tooltip indicator: "Device is offline."

2. Button Status

• When the device sends the data, it will update the button paired column in the Portal, reporting one of the following:
  
  1. Not Paired: Indicates the smart device doesn't have a Bluetooth Button paired.
  2. Paired and Connected: Indicates the device has a paired button, Mobile Application is running inn the background and the Bluetooth Button is within range and operational.
  3. Paired and Disconnected: Indicates device has a paired button BUT Mobile Application is NOT running in the background and/or the Bluetooth Button is not within range and/or not operational. 

3. Device Firmware (Bluetooth Button / Sidekick Firmware):

• When the device sends the data, it will update the firmware information in the Portal.
  
  • If the tool tip indicates that the device needs a firmware update, follow the instructions in the article linked here: How to Update the Bluetooth (Sidekick) Panic Button Firmware.

4. Battery (Bluetooth Button / Sidekick Battery):

• When the device sends the data, it will update the battery percentage in the Portal.
  • Devices that have more than 40% battery (and checked in within the last 2 hours) will appear Healthy with a tooltip indicator: "Device is healthy."
  • Devices that have more than 20% battery but less than 40% battery (and checked in within the last 2 hours) will appear Moderate with a tooltip indicator: "Device needs battery charge."
  • Devices that have less than 20% battery (and checked in within the last 2 hours) will appear Critical with a tooltip indicator: "Device needs urgent battery charge."
  • Bluetooth button batteries are not rechargeable and need to replaced periodically depending on usage. To do so, follow the instructions in the article linked here: How to Replace the Battery in a Bluetooth Panic Button (Sidekick).

The most important indicator of a button’s health is the 'Last Check-In' time. If a device hasn’t checked in recently, it will show outdated data and may appear in a critical state—even with full battery—because the system expects hourly updates. This could mean the button is out of range or has malfunctioned since its last check-in.