I Have a QMedic (In-Home) Unit
I Have a Climax (In-Home) unit
I Have a Freeus (Mobile) Unit
QMedic Technical Support
My unit won’t turn on / the ring of green lights around the HELP button isn’t lit.
Is the unit plugged into a working power outlet? Is there a small green light on the power block of the charging cord that is lit up?
- If no: switch power outlets.
- If yes: press the small reset button on the back of the base station. You will have to insert a thin object like a pen or paper clip into the small hole to hit the button. The unit should flash a red light and announce "System Starting." About 20 seconds later, the light will turn solid green and the unit will announce "System Ready." After that, you can feel free to test the system.
If the unit won't turn on or turns back off immediately after, click here
My wearable is lost, damaged, or not working.
QMedic will replace the wearable by mailing you a new one. It will arrive pre-activated; you won't need to pair it to your base station. To initiate this process, click here .
I'm pressing the button and the box is beeping but no one is answering.
Does the unit run off a landline?
- If yes: check that the unit is plugged into a phone jack with active phone service. You can also try unplugging and replugging the telephone cord.
- If no: it could be an issue with your area's cellular coverage. Move the base station within the home to a different area (preferably near a window or a perimeter wall) and try to test it again.
If the unit still isn't connecting to the call center, click here
My unit is going off without me pressing the button.
Is there a chance that someone else is pressing the button, like a child or a pet? Is there a possibility you are rolling over the button in your sleep or otherwise pressing it without realizing it? Try taking off the wearable button for a time and seeing if it still happens.
If the unit is still experiencing false alarms, click here.
I need help shutting down my unit.
- Using a pencil, press the “Reset” button on the back of the base station. When pressed, it will say, “System starting, please wait” and a red light will flash.
- While the red light is flashing, press and hold the "Help" button for 10 seconds, until the voice starts to speak. The base will say, “Base station settings. For next menu, hold base station help button for 10 seconds. To exit settings, press reset button on back of base station.”
- Press and release the “Help” button 5-10 times (using a moderate rhythm), until the base station says, “Base station shutting down” and the lights turn off.
- You may now unplug the base station.
If you are still having trouble turning off the system, click here.
My issue isn’t mentioned here.
Click here.
Climax Technical Support
My unit is issuing power loss or low battery signals.
Is the power switch on the back of the unit turned into the on position? Are you sure the power outlet that the unit is plugged into isn't controlled by a light switch? Is the unit plugged in firmly, without being loose in the socket?
If the unit is still experiencing the issue after resolving these questions, click here.
I'm pressing the button and the box is trying to make the call but no one is answering.
Does the unit run off a landline?
- If yes: Check that the unit is plugged into a phone jack with active phone service. Try to unplug/replug the phone cord and test again. Note: The phone cord from the wall jack MUST be plugged into the port labeled LINE, while the phone jack from the phone (if you have one, it is not required) is plugged into the port labeled TEL.
- If no: it could be an issue with your area's cellular coverage. Move the base station within the home to a different area (preferably near a window or a perimeter wall) and try to test it again.
If the unit still isn't connecting to the call center, click here.
My unit is going off without me pressing the button.
Is there a chance that someone else is pressing the button, like a child or a pet? Is there a possibility you are rolling over the button in your sleep or otherwise pressing it without realizing it? Try taking off the wearable button for a time and seeing if it still happens.
If the unit is still experiencing false alarms, click here.
My wearable button is lost, damaged, or not working.
QMedic will replace the wearable by mailing you a new one. It will come with instructions for how to pair it to your base station. To initiate this process, click here.
I need help shutting down my unit.
There are only two steps to shutting down your Climax unit successfully.
- Move the switch on the back of the base station into the “OFF” position. This ensures that your battery will turn off if the unit is unplugged.
- You may now unplug the base station. It should shut down immediately, and all the lights will turn off.
If you are still having trouble turning off your system, click here.
My issue isn't mentioned here.
Click here.
Freeus Technical Support
My unit is saying that it needs to be activated.
Unfortunately, this is an issue that can only be resolved by talking to QMedic during normal business hours.
In order to resolve this issue, QMedic will need to resend the activation commands to your device. The activation commands will only register once you put the unit back onto the charging cradle after it has gone to sleep. So, in order, the troubleshooting steps are:
- Let the unit go to sleep by leaving it for 5-10 minutes until the lights stop flashing.
- In the meantime, QMedic will resend the activation commands.
- Once the activation commands have been sent and the unit is asleep, put the unit back on the charger and leave it for 15 minutes.
- QMedic will be able to see the unit activate on our end as the unit goes into Normal mode. Once that takes place, QMedic will let you know that your device is ready to test by phone. At this point, you can test your unit.
To initiate this process, click here.
I’m having trouble with charging my unit.
Simply place the unit in the charging dock that came with the button. A blue light will begin flashing to indicate it is charging. You will need to charge your Freeus Belle unit about once every 30 days for 3 hours. Try not to charge it more than that or you could damage the battery life. (The Freeus Belle+ needs to be charged more frequently, somewhere between once daily and once weekly depending on usage).
You will know when it is time to charge it because a red light on the unit will start flashing (only red, not red+blue mixed). In addition, you can check that the battery is fine by pressing the small button on the right side of your device, which will announce if you need to charge it. You will also get a text or a call from us letting you know if the battery gets low enough.
If you have the unit resting in the charging dock and it does not begin charging, make sure that there is a small red light lit up on the charging dock. You can also check that the prongs and contacts on the unit/charger are cleaned of grit.
If the unit is still experiencing charging issues, click here.
I'm pressing the button and nothing is happening.
Oftentimes, users press and release the button too quickly for the call to go through correctly. We tried to limit accidental button presses by requiring a firm hold in order for the call to be triggered. We recommend holding the button firmly until the button lights up blue and you can hear the unit dialing out to the call center.
If that does not work, check that the unit is sufficiently charged by pressing the small button on the right side of the device. If the unit is charged but the call still isn't going through, it could be an issue of cellular coverage in the area. Move to a different spot, preferably where you know you have good coverage, and try the test again.
If the unit is still experiencing issues connecting to the call center, click here.
I’m curious about the blinking lights on my device.
Flashing blue or blue+red lights on the device are perfectly normal and nothing to be concerned about. It is merely the unit sending us signals that it is functioning properly and getting good cellular coverage. A flashing red (without blue) light will indicate a need for the unit to be charged.
If you still have questions about the blinking lights, click here.
My device was lost, stolen, or damaged.
QMedic will replace the device by mailing you a new one. It will come pre-activated; you do not need to do anything to install it. To initiate this process, click here.
My issue isn’t mentioned here.
Click here.
My issue is still unresolved.
What's the next step?
QMedic will contact you during business hours to help resolve your issue. Please leave your name, phone number or email, and details of the problem on this contact form and we will call you back as soon as possible.
