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Common questions

Quick answers about Duress, and troubleshooting for a button that isn't alerting.

Quick reference

Where to find it: Side menu → Duress

Who can access: Users with Duress or Duress Settings at the facility

Purpose: Answer common questions about buttons, alerts, tests and incidents

Buttons

Why does a button show No reading? The button is offline, so its last battery and signal readings may be out of date. Check that a display screen or IoT Gateway near it is online. See The button list.

Why does the documentation leave out how the buttons work? Duress is silent by design, so the documentation deliberately leaves out how the buttons behave. Staff are shown the button guide in the Duress module. See Prepare your staff.

If I mute a button's alerts, are its alarms muted too? No. Mute alerts only stops the button's offline, back-online and battery alerts. Alarms are always sent. See A button's details.

What happens if I remove the last button at a facility? Duress goes to sleep at that facility, and its contacts and monitoring centre are emailed. You're warned before you confirm.

Alerts and notifications

Why didn't my computer show an alarm? Browser notifications are probably off on that computer or browser. Until they're on, duress alarms only show while Performance Hub is open, with no sound. Turn them on in Settings → Browser Notifications on each computer that watches for alarms. See Browser notifications.

Why is nobody being alerted at a new facility? Duress is asleep until the facility's first button is added, and nobody is contacted until a response plan is set. See Setting up Duress.

Why can't someone get SMS or voice calls? They have no mobile number on their Performance Hub profile. Who gets contacted warns you about this. See Who gets contacted.

Who can change the response plan? People with Duress Settings at the facility. A brand's plan is changed in Organisation Settings. See Roles & permissions.

How do I know if an alarm message didn't get through? A red banner shows on every Duress tab when alerts from the latest alarm or test didn't all get through, and the delivery log shows every attempt and its result. A device alert can also tell people when an alarm message fails to send.

Tests and incidents

Does a test alarm unlock doors? No. Test alarms never unlock doors, lock down or alert screens, and footage isn't kept for them. See Response actions.

What happens if I resolve a real alarm as a test? It's recorded as an unplanned test, left out of real-alarm reports and counted as a completed drill. See Resolve an alarm.

Who can see staff notes on an incident? "Only people with Duress access in Performance Hub see staff notes." Updates for Everyone alerted are also seen by the people alerted, on their alarm page. See Activity.

Do tests run by themselves? No. A scheduled test emails everyone involved, but someone still has to press every button. See Test schedules.

A duress button isn't alerting

Symptom: A walk test doesn't reach the button, or the button shows Offline or Keeps going offline.

Resolution:

  1. Open the button and check its battery. Replace or recharge it if it's low.
  2. Check that a display screen near the button is online and has Duress alarm monitoring on in its Connectivity & peripherals settings, or that the IoT Gateway that relays it is online.
  3. If the button is a long way from its display screen or gateway, move it closer, or turn on Duress alarm monitoring on another screen nearby.
  4. Test the button again. See Run a test.

Until the button works, make sure staff know and use another way to call for help.