Troubleshooting

 

Troubleshooting 

Most problems with the Bridge Transceiver can be solved quickly by following the advice below.

The transceiver LEDs blink in amber

If the transceiver LEDs blink in amber, it means that the backup battery level is low. Try the following:

  • Change batteries
    Open the transceiver cover and replace the batteries. Only use 1.5 V AA (LR6) batteries.

The transceiver LEDs blink in red every minute

If the transceiver LEDs blink in red every minute, it means that the backup batteries are almost depleted. Try the following:

  • Change batteries
    Open the transceiver cover and replace the batteries. Only use 1.5 V AA (LR6) batteries.

The Visit receiver doesn’t respond when the landline phone rings or when a connected accessory is triggered

This could have multiple causes. Press and release the lower test button on the transceiver to send a signal to your Visit receiver.

If the lower transceiver LED lights up in green, try the following:

  1. Check the battery power
    Make sure that the batteries on your Visit receiver are not depleted and that it is connected to mains power (if applicable).

  2. Check the radio key
    Make sure that the units are set to the same radio key, see Changing the radio key.

  3. Move within Visit range
    Move the Visit receiver closer to the transceiver to make sure it’s within Visit radio range.


If the transceiver LED doesn’t light up in green, try the following:

  • Check the power and the batteries
    Make sure that the power adapter is connected and that the backup batteries are not depleted. If the LED still doesn’t light up in green, contact your retailer for information on warranty and service.


If the Visit receiver responds when you press the test buttons:
This means that the connection between your accessory and the transceiver is faulty.

  • Check the connections
    Make sure all cables between the transceiver and the accessories are properly connected.


My mobile device doesn’t receive a notification when a Visit transmitter is triggered

This could have multiple causes. First make sure that the Assistant app is open or running in the background. Then check that the notification card for the transmitter or connected accessory on the app home screen is activated on your device, see Manage notifications for detailed information.

Check the Settings menu
Depending on your device’s settings, your Assistant app notifications can be blocked from being delivered. If you want your Assistant notifications to be delivered at all times, try the following:

On an iOS device (iOS 12 and later)

Make sure Critical Alerts are enabled

  1. Launch the Settings menu
  2. Tap Notifications
  3. Select Assistant in the app list
  4. Toggle the Critical Alerts switch to On.

Note: On older iOS versions, you need to turn off Do Not Disturb to make sure that your Assistant notifications will be delivered.

On an Android device (Android 11 or later)

Change the Do not disturb settings
If you have an Android device, your Do not disturb settings may vary. The list below shows the typical procedure on a Samsung device, but yours may be different. Consult your device manual or manufacturer’s website for specific instructions.

  1. Tap to open the Settings menu and select Notifications.
  2. Tap to select Do Not Disturb and tap Apps to add the Assistant app as an exception.
  3. Tap Add apps and select the Assistant app in the list.
  4. On the Assistant app page, use the switch to turn on All notifications.

Your Assistant notifications will now be delivered even when Do not disturb is turned on.

Note: On older Android versions, you need to turn off Do not disturb to make sure that your notifications will be delivered.

 

Check the connection between the transmitter and the Bridge Transceiver
Press and release the test button/s on the transmitter. The Bridge Transceiver bottom LED lights up in green to confirm that the units are communicating. If the LED doesn’t light up check the transmitter user manual for further assistance. If the mobile still doesn’t receive notifications, try the following:

Check the connection between the Bridge Transceiver and your mobile device
Press and release the top test button on the transceiver to send a notification to your mobile device. The transceiver’s top LED lights up in blue to confirm.

  • If the LED doesn’t light up:
    This means that the batteries are depleted, and you need to replace them.
  • If the LED lights up but the notification doesn’t appear on your mobile device:
    Start by checking the Bluetooth connection on the app home screen. If the top right house icon is red, try the following:
  1. Check that Bluetooth is activated on your mobile device
    Swipe to open the Notification Center/Panel and tap the Bluetooth icon to turn it on.

  2. Turn Bluetooth off and on
    Swipe to open the Notification Center/Panel and tap the Bluetooth icon to turn Bluetooth off and then on.

  3. Force-quit the Assistant app
    Try to force-quit the app and open it again. Please note that it’s not enough to just close the app.

  4. Check that the Bridge Transceiver is listed as a paired device in the Bluetooth settings menu
    If it’s not listed in the app, open Menu > My devices, tap Edit, then tap Replace on the Bridge Transceiver device card and follow the instructions to pair the transceiver to the mobile.

The Visit receiver doesn’t respond when the mobile phone rings or receives a message.

This could have multiple causes. First make sure that the Assistant app is open or running in the background. Then check that the notification cards for message and phone call on the app home screen are activated on your device, see Manage notifications for detailed information. Press and release the upper test button on the Bridge Transceiver.

If the transceiver LED doesn’t light up in blue, try the following:

  • Check the power and the batteries
    Make sure that the power adapter is connected and that the backup batteries are not depleted. If the LED still doesn’t light up in blue, contact your retailer for information on warranty and service.


If the Visit receiver responds and a notification appears on your mobile device:

  • Check the mobile device’s settings
    There are some settings which can prevent calls and messages from being forwarded to the transceiver. 


If the Visit receiver responds and the notification doesn’t appear on your mobile device:

  • Check the Bluetooth connection
    Start by checking the Bluetooth connection on the app home screen. If the top right house icon is red, try the following:
  1. Check that Bluetooth is activated on your mobile
    Swipe to open the Notification Center/Panel and tap the Bluetooth icon to turn it on.

  2. Turn Bluetooth off and on
    Swipe to open the Notification Center/Panel and tap the Bluetooth icon to turn Bluetooth off and then on.

  3. Force-quit the Assistant app
    Try to force-quit the app and open it again. Please note that it’s not enough to just close the app.

  4. Check compatibility with third-party app
    Do you use third-party applications as Facebook Messenger, WhatsApp, Line, or Teams? Depending on model, your mobile device may in some cases fail to forward notifications for calls and messages to your Visit system. We suggest that you test the app by asking someone to call or send a message via the app. If your Visit receiver doesn’t respond (even though the message- and phone call notification cards are activated on your mobile device), the third-party app may be incompatible.


If the Visit receiver doesn’t respond, try the following:

  1. Check the battery power
    Make sure that the batteries on your Visit receiver are not depleted and/or that it is connected to mains power.

  2. Check the radio key
    Make sure that the units are set to the same radio key, see Changing radio key.

  3. Move within Visit range
    Move the Visit receiver closer to the transceiver to make sure it’s within Visit radio range.

  4. Check for interference from other Bluetooth devices
    The performance of your BE1521 Bridge Transceiver may decrease if other Bluetooth devices are connected to your phone (e.g., streaming music). Try to disconnect the other Bluetooth devices to understand if they have any effect on your BE1521 performance.

  5. Check the compatibility with third party communication apps.
    It is also recommended to test the performance of any potential 3rd party communication app, such as Whatsapp or Facebook Messenger.

The Visit receiver is activated for no apparent reason

There could be another Visit system installed nearby that trigger your system. Change the radio key on all Visit units to avoid radio interference, see Changing the radio key.