EBS: Personal Safety Device (PSD) - Troubleshooting

The Device has a Power/Charger Issue:

• Power on the PSD by pressing and holding the red button for 3 seconds. The device will perform the on-boot LED sequence.
• Plug the PSD into an alternate power source.

The Device is Lost or Stolen:

• If the device has been lost or stolen, contact your Everbridge Account Manager.

The PSD Is Not Reporting SOS Alerts:

Everbridge Suite Configuration/Testing:

• Verify the device is listed in "Safety Devices Registration’ in org settings. Refer to EBS: How to Update or Add a New Personal Safety Device (PSD) Serial Number for guidance and imagery.
• Check the contact record to verify the user has been added with a personal cell as the first delivery path.
• Check the contact record to see if there are any Dynamic – Last Known locations.

Device Testing:

• PSDs are for use within the United States. Confirm the device is being triggered from within the US.
• Send a test SOS by pressing the red button 5 times within 5 seconds. If an SOS does trigger correctly, response teams will reach out to the device holder.
• Conduct a field test if possible. Confirm that the PSD powers on and is charged. Take the device outside for a 10-minute walk to ensure it connects to the cell network and reports data. Attempt sending a test SOS.