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PSD: Troubleshooting Personal Safety Devices

Updated
Terry Branoff
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Topic

This article covers basic troubleshooting steps of the Personal Safety Device (PSD). If troubleshooting the PSD is unsuccessful, contact Technical Support.

Description 

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 Settings > Organization > Contacts/Assets > Safety Devices Registration. Refer to EBS: How to Update or Add a New Personal Safety Device (PSD) Serial Number for guidance and imagery.
  • In Safety Devices Registration, confirm the device ID/serial number matches the physical device and appears as active.
  • Review device event/logging metrics (for example, last report timestamp). If there is no recent activity, the device may not be actively connected or fully registered in the service.
  • 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.
  • Power cycle the device and observe the LED sequence (colors and pattern).

If the PSD Still Does Not Report:

  • Collect the following before contacting Support:
    • PSD device ID/serial number.
    • Screenshots of Safety Devices Registration and any event logs showing missing or outdated activity.
    • Results of your local tests: SOS button test, field/network walk, and any attempts to reactivate the device.
    • Details of LED patterns observed during power-on (sequence and colors).
  • In some cases, devices can appear registered in the UI but may not be fully assigned on the core/worker side of the system. Support can:
    • Validate and, if necessary, complete vendor or internal registration steps.
    • Confirm the device is correctly assigned to the appropriate worker/account.
    • Verify through logging that the device is actively reporting (recent last-report timestamps).

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