FAQ – Call units not ringing the panel
Q1. A room unit lights up, but the panel doesn’t ring. What should we check first?
First, try a known working unit in the same room, and try the “problem” unit in a different room. This helps you see if it’s the room location, the unit, or the panel/receiver.
Q2. What is a nurse call system “receiver” or “re-transmitter” and why does it matter?
Some areas use small receiver/re-transmitter boxes (cream boxes with a black aerial) to boost the radio signal from your room units back to the panel. If those are unplugged, loose, or faulty, calls from nearby units may not reach the panel.
Q3. We changed our Wi-Fi/network and now some calls don’t appear – could that be related?
Yes. While our core nurse call system uses radio, the receivers, panels, and USB connections still rely on stable power and data links. After any network work, please check the following:
• Panels are powered and online: Ensure the panels are turned on and connected to the network.
• PoE cables are secure: Verify that Power over Ethernet (PoE) cables are firmly plugged into both the panel and the network switch. Check the socket LED lights to confirm there is an active power/data connection.
• Switches are connected: Ensure the network switch itself is powered on and successfully connected to your router/internet connection.
• USB receivers are securely connected: Check that the USB receivers are fully inserted into the panel.
• Re-transmitters are plugged in and lit: Verify that any re-transmitters (cream boxes with a black aerial) are plugged into power and their status LEDs are illuminated.
Please note that Arquella does not maintain your internet/Wi-Fi systems. Please speak to your IT provider before making any changes to your network.
Q4. A unit only works if we take it into the corridor – why?
This usually indicates a signal/coverage issue in that room or a nearby re-transmitter problem. Please log this with Customer Support and avoid moving units between rooms without telling us – we’ll help diagnose and advise.
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