• Get Help with CuraSeneTM

    Sometimes things just don't work as they should, so if you are experiencing any issue with CuraSeneTM and need help in getting things to work as they were, below are the top questions and answers that may help you resolve an issue, but, if you still have questions, please drop us a note or chat with us if someone is available.

    Q1: The system has no connection to the Internet, how do I resolve it?

    There could be two (2) reasons why this could happen, so please first decide which situation applies to you.

     

    A) The home’s Internet service is down, or modem/router from the Internet provider is not functioning properly:

    Symptoms: The lights on the Internet modem/router and on the CuraSene Gateway are blinking, shining red or not at all.


    B) The home’s Internet service is OK but CuraSene Ethernet (No-WiFi) Gateway is not functioning properly:

    Symptoms: Only the lights on the CuraSene Gateway are blinking, shining red or not shining at all. The lights on the Internet modem/router are shining normally.

    Q2: If your situation is A) The home’s Internet service is down, or modem/router from the Internet provider is not functioning properly, then:

    Please go through the following steps to restore the connection:
    1. Remove the power cable of the CuraSene Gateway from the power socket.

    2. Remove the network cable that connects the Internet modem/router and CuraSene Gateway to each other.

    3. Reset the Internet modem/router. Often, there is a small button on the unit for this. Otherwise, you can unplug the Internet modem/router from the power socket for about 10 seconds, then plug it back in.

    4. Wait until the lights on the Internet modem/router are once again shining constantly. This can take a while. If it does not work, please contact your Internet Service Provider (Typically a Cable or Telecommunications Company).

    5. Plug the power cable of the CuraSene Gateway back into the power outlet and reconnect the network cable between the modem/router and CuraSene Gateway.

     

    Within a few minutes the green light on the CuraSene Gateway should shine constantly again. Is this the case? If not, please contact our customer service center by phone every day between 8AM and 9PM Central Time at 1-888-723-9772 for assistance. Or, send us an email at support@CuraSene.com..

     

    Did this resolve the issue? You can now test if the CuraSene sensors are working properly again.

    To do so, go to the settings at the top of your screen in the CuraSene App (Settings > Sensors > Test/Remove sensors).

     

    Trigger a sensor by walking in front of it or opening the door. A small green indicator should Appear next to the sensor listed on your phone screen. Does it not Appear? Then try again or please contact our customer service center by phone every day between 8AM and 9PM Central Time at 1-888-723-9772 for assistance. Or, send us an email at support@CuraSene.com..

    Q3: If your situation is B) The home’s Internet service is OK but CuraSene Ethernet (No-WiFi) Gateway is not functioning properly, then:

    Please go through the following steps to restore the connection:

    1. Remove the power cable of the CuraSene Gateway from the power socket.

    2. Remove the network cable that connects the modem/router and CuraSene Gateway to each other.

    3. Reset the Internet modem/router. Often, there is a small button on the Internet modem/router for this. Otherwise, you can unplug the modem/router from the power outlet for about 10 seconds, then plug it back in.

    4. Wait until the lights on the Internet modem/router are once again shining constantly. This can take a while. If it does not work, please contact your Internet Service Provider (Typically a Cable or Telecommunications Company).

    5. Plug the power cable of the CuraSene Gateway back into the power socket and reconnect the network cable between the modem/router and CuraSene Gateway.

     

    Within a few minutes the green light on the Gateway should shine constantly again. Is this the case? If not, please contact our customer service center by phone every day between 8AM and 9PM Central Time at 1-888-723-9772 for assistance. Or, send us an email at support@CuraSene.com.

     

    Did this resolve the issue? You can now test if the sensors are working properly again.

    To do so, go to the settings at the top of your screen in the CuraSene App (Settings > Sensors > Test/Remove sensors).

     

    Trigger a sensor by walking in front of it or opening the door. A small green indicator should Appear next to the CuraSene sensor listed on your phone screen via the CuraSene App.

     

    Does it not appear? Then try again or please contact our customer service center by phone every day between 8AM and 9PM Central Time at 1-888-723-9772 for assistance. Or, send us an email at support@CuraSene.com.

    Q4: A CuraSene sensor broken or is lost. What to do now?

    If a CuraSene sensor is broken or lost, it will need to be replaced because the CuraSene sensors all work together only as a whole. If the CuraSene system is missing a sensor, this could lead to incorrect and missing notifications.

     

    To order a replacement CuraSene sensor, call our customer service center by phone every day between 8AM and 9PM Central Time at 1-888-723-9772 for assistance. Or send us an email at support@CuraSene.com.

     

    Once you receive the replacement CuraSene sensor, please call our customer service center by phone every day between 8AM and 9PM Central Time at 1-888-723-9772 for assistance.

    Q5: I received a notification that a CuraSene sensor has not been correctly installed. What to do now?

    This notification may also mean that the CuraSene sensor had not detected any movement or activity for several days. This condition is because it was not correctly installed, shifted, was blocked, or because it was placed in a room that the resident does not really use.

     

    If the sensor that is not working properly is a Door/ Refrigerator/ Kitchen Cabinet sensor, then

     

    The door or kitchen sensors are made up of two parts. One part is placed on the outer door frame and the other part on the door/drawer itself. It does not matter on which side you place the thicker and slimmer part. However, it is important that both parts are no more than 0.40 inch (1 cm) apart, without touching each other either. Furthermore, the small white dots on the front end of both parts should be aligned with each other.


    To test if it is working, go to the settings in the CuraSene App, then go to Sensors > Test/remove sensors. If you trigger the sensor now, a small green indicator should Appear next to the sensor in your screen. call our customer service center by phone every day between 8AM and 9PM Central Time at 1-888-723-9772 for assistance. Or, send us an email at support@CuraSene.com.

    If the sensor itself is no longer needed, then it is better to detach the sensor from the system. In that case please contact our customer service center by phone every day between 8AM and 9PM Central Time at 1-888-723-9772 for assistance. Or send us an email at support@CuraSene.com.

    Q6: ?

    This notification may also mean that the CuraSene sensor had not detected any movement or activity for several days. This condition is because it was not correctly installed, shifted, was blocked, or because it was placed in a room that the resident does not really use.

     

    If the sensor that is not working properly is a Wall Motion Sensor, then

     

    The wall sensor should be placed at 55 inches height, without anything potentially standing or hanging in front of it. As a rule of thumb, these should be placed right next to a light switch as not only does that allow the Wall Motion Sensor to blend in with your decor, but it is at the recommended height.

     

    To test if it is working, go to the settings in the CuraSene App, then go to Sensors > Test/remove sensors. If you trigger the sensor now, a small green indicator should Appear next to the sensor in your screen. If this doesn’t work, please contact our customer service center by phone every day between 8AM and 9PM Central Time at 1-888-723-9772 for assistance. Or send us an email at support@CuraSene.com.


    If the sensor itself is no longer needed, then it is better to detach the sensor from the system. In that case please contact us.

    Q7: My Bed Sensor was working just fine and it has stopped working. What do I do?

    Please go through the following steps to restore the connection:


    1. Is the white disc shining green? If so, you can continue to step 3. If it is blinking, shining red or not shining at all, continue to step 2.


    2. Check to see if the power cable of the bed sensor is still plugged in firmly to the power socket. Also check if the cable is connected firmly to the white disc.


    3. Check to see if the bed sensor is placed beneath and across the breadth of the mattress, Approximately 30 to 36 inches from the head end. The sensor monitors the heartbeat of the resident, so it is important that it is placed below the chest area.


    4. To be sure, please also check your Internet connection in the house.

     

    If this doesn’t help, please contact our customer service center by phone every day between 8AM and 9PM Central Time at 1-888-723-9772 for assistance. Or, send us an email at support@CuraSene.com.