Device Management Actions

Complete guide to managing, updating, and controlling your smart devices remotely.

Overview

Device Management provides several powerful tools to manage all your connected devices from one central location. These actions allow you to update firmware, restart devices, identify physical devices, and access your network router remotely.

Available Actions

The Device Management page provides four main action buttons at the top of the device list:

Unlock & Install Updates - Update device firmware automatically
Identify Devices - Physically locate devices in your facility
Reboot All Devices - Restart all connected devices simultaneously
Open Router Webpage - Access router administration remotely

Unlock & Install Updates

What It Does

Updates the firmware (system software) on all compatible devices to the latest available versions. Firmware updates include security patches, bug fixes, new features, and performance improvements.

Automatic Update Schedule

Updates install automatically at 2:00 AM based on your facility's local timezone (as configured in Facility Details settings).

Why 2 AM:

Minimal disruption to facility operations
Most facilities are closed or have low activity
Allows time for updates and restarts to complete before opening
Uses facility's configured timezone for accurate local time

What Happens During Automatic Updates:

All devices check for available firmware updates
Updates download and install automatically
Devices restart when necessary
Normal operation resumes within minutes
No staff intervention required

Manual Updates

When to Use Manual Updates:

Urgent security updates outside automatic schedule
Bug fixes needed immediately
Testing new firmware before automatic rollout
After adding new devices that need initial updates

How Manual Updates Work:

Click "Unlock & Install Updates" button
System checks all devices for available firmware updates
Updates begin downloading to devices with updates available
Devices install updates automatically
Devices restart when installation complete
Normal operation resumes within minutes

During Manual Updates:

Cameras may briefly stop recording (2-3 minutes)
Screens may display update progress or briefly go dark
Duress buttons remain connected (battery powered)
Network connectivity maintained throughout

Expected Update Duration

Per Device Type:

Cameras: 3-5 minutes (includes restart)
Coaching Screens: 2-3 minutes (includes restart)
Duress Buttons: 1-2 minutes (no restart, battery powered)

For Multiple Devices:

Updates may occur in batches
Allow 10-15 minutes for small facilities (5-10 devices)
Allow 20-30 minutes for larger facilities (20+ devices)
Monitor progress in Device Management

What Gets Updated

Firmware Updates Include:

Device system software
Security patches
Bug fixes
New feature additions
Performance improvements
Compatibility updates

Not Included:

Device configuration (settings preserved)
Recorded video (all recordings preserved)
Screen content (content unchanged)
Alert settings (duress button settings preserved)

Update Best Practices

Timing:

Use automatic updates (2 AM) for routine updates
Perform manual updates during off-peak hours when possible
Don't update during busy facility times unless urgent
Allow adequate time for all devices to complete updates

Monitoring:

Watch device status during manual updates
Verify all devices return online after updates
Check for any update failures
Review update logs if issues occur

After Updates:

Verify cameras are recording properly
Check screens display content correctly
Test duress button connectivity
Note any unexpected behavior

Troubleshooting Updates

Device Won't Update:

Verify device is online and connected
Ensure adequate internet bandwidth
Check device has sufficient storage space
Wait for automatic retry (system retries failed updates)

Device Offline After Update:

Wait 5 minutes for complete restart
Check network connectivity
Restart device manually if still offline after 10 minutes
Contact support if device doesn't recover

Update Fails Repeatedly:

Check network connection stability
Verify internet connection is reliable
Try updating device individually (restart device first)
Contact support for persistent update failures

Identify Devices

What It Does

Helps you physically locate devices in your facility by making each device identify itself for 30 seconds. Essential for matching devices in the system to their physical locations.

How It Works

Click "Identify Devices" button
All compatible devices activate identification simultaneously
Identification displays for 30 seconds
Devices return to normal operation automatically

What You'll See

Coaching Screens:

Display their equipment-associated number prominently on screen
Large, easy-to-read display
Shows for full 30 seconds
Returns to normal content automatically

Cameras:

May flash indicator lights (if equipped with identification LEDs)
LED pattern varies by camera model
Some cameras may not have visual identification

Duress Buttons:

No visual identification (battery conservation)
Verify location by checking signal strength in Device Management
Physical inspection to confirm location

When to Use Identify Devices

During Setup:

Installing multiple devices
Verifying which device is which during initial configuration
Matching system entries to physical devices
Creating facility device map

During Maintenance:

Locating specific device for troubleshooting
Verifying device locations after facility changes
Training new staff on device locations
Updating device inventory

During Troubleshooting:

Confirming which physical device has an issue
Verifying device replacement is correct device
Checking if device has been moved from assigned location

Identifying Individual Devices

For Single Device Identification:

Use device-specific identification options in device settings
Trigger identification for just one device
Useful when you know which device you're looking for
Doesn't activate all devices unnecessarily

Tips for Using Identify

Best Practices:

Have team member near each device location
Write down equipment numbers as they display
Take photos of screens showing equipment numbers
Create facility map with equipment numbers noted
Update device names to match physical locations

Common Issues:

If device doesn't identify, may be offline
Check device status in Device Management
Some older cameras may not support identification
Duress buttons don't have visual identification

Reboot All Devices

What It Does

Restarts all connected devices simultaneously. Similar to turning devices off and on again, but done remotely without physically accessing each device.

When to Use

Appropriate Use Cases:

After configuration changes requiring restart
To resolve widespread connectivity issues
After network maintenance or changes
When multiple devices experiencing problems
After major system updates

Not Recommended For:

Single device issues (restart individual device instead)
During busy facility hours (unless urgent)
As regular maintenance (not needed)

What Happens During Reboot

Immediate Actions:

System sends restart command to all devices
Devices shut down gracefully:
- Cameras stop recording and save current footage
- Screens close applications and save settings
- Duress buttons maintain connectivity (battery powered)
Devices power cycle (restart)
Devices reconnect to network automatically
Normal operation resumes

Expected Downtime

Per Device Type:

Cameras: 2-3 minutes
- May lose some recording during restart (1-2 minutes)
- Existing recordings preserved
- Resumes recording automatically
Coaching Screens: 1-2 minutes
- Brief black screen or boot animation
- Content resumes automatically
- Multi-screen sync re-establishes
Duress Buttons: Minimal impact
- Generally remain connected (battery powered, wireless)
- May briefly disconnect/reconnect
- Alert functionality maintained

Total Time for All Devices:

Allow 5 minutes for all devices to restart completely
Some devices may come back faster than others
Monitor Device Management for online status

Before Rebooting

Preparation:

Inform staff that devices will restart briefly
Choose appropriate time (off-peak hours preferred)
Verify no critical operations in progress
Note any specific issues to check after reboot
Check internet connection is stable

Critical Considerations:

Cameras will stop recording during restart
Screens will go dark temporarily
If facility is very busy, consider waiting
Emergency alert functionality briefly unavailable

After Rebooting

Immediate Checks:

Verify all devices show "Online" in Device Management
Check cameras are recording properly
Confirm screens display content correctly
Test duress button connectivity if possible

If Device Doesn't Come Back:

Wait full 5 minutes (some devices are slower)
Check network connectivity
Restart individual device again if needed
Contact support if device remains offline after 10 minutes

Best Practices

Do:

Reboot during off-peak hours when possible
Inform staff before rebooting
Wait for all devices to come back online before troubleshooting
Document issues that existed before reboot
Verify all devices working after reboot completes

Don't:

Reboot repeatedly in short succession
Reboot as first troubleshooting step (restart individual device first)
Reboot during high-traffic facility times unless urgent
Reboot while updates are installing

Open Router Webpage

What It Does

Provides secure remote access to your facility's network router administration page without requiring any port forwarding configuration or static IP addresses.

How It Works

Secure Tunnel Technology:

You click "Open Router Webpage" in Performance Hub
System creates secure tunnel through one of your connected devices
Tunnel established from Performance Hub to your router
Router admin page opens in new browser tab
You can access router settings as if you were physically at facility
Tunnel closes when you close the browser tab

Key Benefits:

No port forwarding needed on your router
No static IP address required
No changes to router security settings
Access from anywhere with internet connection
Secure encrypted connection
No permanent access maintained

Technical Details

How Tunnel Works:

Tunnel established through connected device (typically camera or screen)
Connection encrypted end-to-end
Only works when at least one device is online
Automatically routes through available device
No permanent changes to network configuration
Temporary connection only while browser tab open

Security:

Requires Performance Hub authentication
Requires router administrator credentials (not stored)
Connection is encrypted
Only authorized Device Management users can create tunnel
Tunnel is temporary and closes after use
No ongoing access maintained by Performance Hub

When to Use

Common Use Cases:

Troubleshoot network connectivity issues
Check router status and configuration
View connected devices on network
Update WiFi passwords
Configure Quality of Service settings for devices
Monitor network traffic and bandwidth
Verify router firmware version
Check for router problems affecting devices

Appropriate Situations:

Device connectivity problems
Network performance issues
Need to verify router settings
Changing network configuration
Adding new devices to network
Investigating bandwidth problems

Using Router Access

Access Process:

Click "Open Router Webpage" in Device Management
System establishes tunnel (takes 5-10 seconds)
Router login page opens in new browser tab
Enter router administrator credentials:
- Username (typically "admin" or router-specific)
- Password (your router's admin password)
- These credentials are NOT stored by Performance Hub
Access router settings as needed
Close browser tab when finished
Tunnel closes automatically

Router Login Credentials:

Use your router's administrator username and password
Not your WiFi password (different)
If you don't know credentials, check:
- Router label or documentation
- IT team or network administrator
- Router manufacturer support
Performance Hub does not store or have access to these credentials

What You Can Do

Common Router Tasks:

Network Troubleshooting:

View connected devices list
Check for IP address conflicts
Verify DHCP settings working correctly
Monitor network traffic
Check for devices consuming excessive bandwidth

Configuration Changes:

Update WiFi password
Change WiFi network name (SSID)
Configure Quality of Service for device priority
Set up guest network
Adjust firewall settings (if needed)
Update router firmware

Monitoring:

Check internet connection status
View bandwidth usage
Monitor connected device count
Check for security alerts
View router logs

Important Notes

Credentials:

Performance Hub does not store router passwords
You must know your router's admin password
Router credentials are separate from WiFi password
If you don't know router password, may need to reset router

Tunnel Limitations:

Only works when at least one device is online
Connection depends on device connectivity
May be slower than direct local access
Closes when browser tab closed (by design)

Router Changes:

Be careful making router configuration changes
Incorrect changes can affect all network devices
Document any changes made
Consider consulting IT professional for complex changes
Don't change settings you're unfamiliar with

Troubleshooting Router Access

Tunnel Won't Establish:

Verify at least one device is online
Check internet connection at facility
Try again after 30 seconds
Ensure no firewall blocking connection
Contact support if persists

Router Login Page Won't Load:

Wait full 15 seconds for tunnel establishment
Check that router is powered on
Verify router is connected to internet
Try closing tab and opening again
May indicate router problem

Can't Log In to Router:

Verify you're using router admin credentials (not WiFi password)
Check credentials are correct (try default if unknown)
Router may have been reset with different credentials
May need physical access to reset router password

Connection Drops:

Normal if device providing tunnel goes offline
Try again - system will route through different device
Verify facility internet connection is stable
May indicate network instability requiring investigation

Security Best Practices

Do:

Keep router admin password secure
Use strong, unique password for router admin
Log out of router when finished
Close browser tab when done
Only allow authorized personnel to access router
Document any configuration changes made

Don't:

Share router admin credentials
Leave router admin session open unattended
Make changes without understanding impact
Disable security features
Share tunnel access with unauthorized users

Best Practices for All Actions

General Guidelines

Planning:

Choose appropriate times for device actions
Inform staff before performing actions
Consider facility schedule and activity
Allow adequate time for completion
Have backup plan if issues occur

Monitoring:

Watch device status during actions
Verify expected results
Document any problems
Check all devices complete action successfully

Documentation:

Note date and time of actions performed
Record reason for action
Document any issues encountered
Track results and effectiveness

Safety Considerations

Device Availability:

Understand cameras stop recording during restart/update
Emergency alert functionality briefly unavailable during reboot
Plan accordingly for security and safety coverage

Facility Operations:

Coordinate with facility staff
Choose times that minimize disruption
Have manual backup procedures if needed
Inform management of planned actions

When to Contact Support

Contact Support If:

Devices don't respond to actions
Updates fail repeatedly
Devices don't come back online after reboot
Router access consistently fails
Unexpected behavior after performing actions
Need guidance on appropriate timing for actions

Getting Help

Resources

Back to Device Management Overview - Main device management page

Adding Devices - How to add new devices

Device Configuration:

Device Management Actions provide powerful remote control over your smart technology. Use them appropriately with proper planning and monitoring for best results.