Problem

The Personal Safety Device (PSD) is not functioning as expected. This may include power or charging issues, missing SOS alerts, or a device that has been lost or stolen.

Description

This article outlines basic troubleshooting steps for common Personal Safety Device issues. If the steps below do not resolve the issue, contact Everbridge Support for further assistance.

Problem: Device Has a Power or Charging Issue

Possible Causes

• The device is powered off

• The power source or charger is not functioning

Solution

1. Power on the PSD by pressing and holding the red button for 3 seconds.

   • The device should perform the on-boot LED sequence.

2. Plug the PSD into an alternate power source to rule out charger or outlet issues.

    

Problem: Device Is Lost or Stolen

Solution

• If a PSD is lost or stolen, contact your Everbridge Account Manager.

Problem: PSD Is Not Reporting SOS Alerts

Possible Causes

• Device is not properly registered in Everbridge Suite

• Contact configuration is incomplete

• Device is outside supported coverage

• Device is not connecting to the cellular network

Solution: Everbridge Suite Configuration and Testing

1. Verify the device is listed under
   Settings > Organization > Contacts/Assets > Safety Devices Registration.

   • Refer to How to Update or Add a New Personal Safety Device (PSD) Serial Number for detailed guidance.

2. Open the associated contact record and confirm:

   • A personal mobile number is configured as the first delivery path.

   • Dynamic – Last Known Location entries are present, if applicable.

      

Solution: Device Testing

1. Confirm the PSD is being used within the United States, as PSDs are only supported in the U.S.

2. Send a test SOS by pressing the red button 5 times within 5 seconds.

   • If the SOS triggers successfully, response teams will reach out to the device holder.

3. Conduct a field test if possible:

   • Ensure the device is powered on and fully charged.

   • Take the device outside for a 10-minute walk to allow it to connect to the cellular network.

   • Attempt sending another test SOS.

If the device cannot be restored to normal operation using the steps above, discontinue use and contact Everbridge Support for further assistance.