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WeR@Home: Guides & Datasheets

WeR@Home: General FAQs

The URL to the dealers and wholesalers portal can be accessed by clicking here.


This transmitter enables incorporation of third-party legacy-wired peripherals into the WeR@Home platform by providing physical inputs. That is, the normally open (NO) or normally closed (NC) outputs of existing peripherals such as PIR’s can be connected to this device so they work and report to the WeR@Home platform.

This is where you can set a different mode so all the peripherals can act accordingly to what you have set. For example - Night Mode will enable all outdoor devices to continually monitor however will turn off the internal devices so the individuals inside can continue to maneuver without triggering an alarm. Comparatively, Day Mode may enable you through smart rules to only detect the front and back door being opened and disable all other peripherals.

On the mobile application, click on the favorites tab which is at the bottom, tap on the plus sign to assign a specific device to your favorites.

2 masters and 30 standard users.

This is not broken, it is the internal tilt tamper of the device.

Yes, all the products have been tested and certified to be used in Australia.

Yes, Push notifications are enabled by default at no extra charge. However, SMS notifications have been disabled to avoid additional SMS charges.

The battery of the hub will remain active for up to 3 Hours. Note- it will disable all Z-Wave devices during this time to conserve power.

This is a low-resolution camera providing VGA Quality to conserve battery life.

WeR@Home: Technical FAQs

Please review the document on Globe SmartLife’s Support page of our website.

Please refer to videos on Globe SmartLife’s YouTube channel by clicking here.

The temperature that is being displayed on your mobile application is from the device you have set. Click on the temperature and there you will be able to change the device you would like to receive the temperature from.

There are a multitude of potential reasons for this – see below, or visit the “WeR@Home System user guide” for more information.

- Ensure that the Hub is connected to the networks switch/router via the provided network cable.

- Check that internet service is working by any webpage on your computer - verify that connection to the internet is a direct connection (not dialup connection) or verify that port 43001 is open for the home’s router firewall.

- Don't place the device in front of light/heat sources (opposite to windows/close to a lamp).

- Install the device 2.1 meters (6.9 ft.) to 2.3m (7.5 ft.) above the floor.

- You can use 'walk test mode' to verify the detector's detecting range (30 minutes following power-up)

The master user can add additional users via user’s management in the mobile app.

The account Administrator should contact your mobile operator and get APN information (APN, APN User and Password). Alternatively, go to mobile applications and access the APN settings: Via Settings -> Places (hubs) -> APN. Set the APN information and then ‘send SMS to hub’ wait for the LED to turn Green.



The following provides a list of peripheral types and the maximum quantity of devices permissible:

- Up to 8 Key fobs
- Up to 64 Magnets and Motion Detectors
- Up to 8 Cameras
- Up to 8 Tag Readers
- Up to 8 Tags
- Up to 3 Indoor Sirens
- Up to 16 Safety Devices (Smoke Alarm, Food Detector and Universal Transmitter)
- Up to 1 Z-Wave controller
- Up to 232 Z-Wave devices

Press the thermostats Pairing button to revive the device. Verify the thermostat responds when using the Control tab in the application. Test the rules and verify the thermostat is working again as expected.

The red cross sign indicates the switch is out of range. Ensure that the switch is connected to a working power source. Move the switch to a different location with fewer obstacles between the Z-Wave Extender and the switch. Press the switch pairing button and verify it is back to functioning via the Control tab.

It is recommended to update the Z-Wave network after a change in the system (adding/removing  Z-Wave device). Go the Settings via the Main Menu, tap Z-Wave and then Network Update. Verify the removed dimmer no longer appears in the devices list.

Please refer to videos on Globe SmartLife’s YouTube channel by clicking here.

During the 'Add Device' procedure, the batteries should be inserted only after instructed to do so. Check the batteries, make sure they are new and were inserted in the correct polarity. It is highly recommended to always use new batteries. There's static electricity in the device discharge prior to inserting the batteries (see the WeR@Home System User Guide for instructions per device). Make sure you're close enough to the Hub and you are trying to add the correct
device.

The Key-Fob is a user assigned device (for advance controlling, authorisation, and logs).

- Create a user for your son define it as a Standard User.

- If the KF is already assigned to a user delete the KF.

- Add the KF and assign your son's user to it. If successful: The KF should appear in the Dashboard as the son's KF.

There's static electricity in the device discharge previous to inserting the batteries (by pressing keys / tamper switches). Check the batteries, make sure they are new and were inserted in the correct polarity. It is highly recommended to always use new batteries.

- Your batteries may be flat: look for a low battery event reported from the device recently. Replace the batteries and verify the device is Active and reports an RF level.

- Was the device installed to far away from the Hub or in a bad reception area (i.e. basement, protected space)? Remove the device from its place, bring it closer to the Hub, remove and re-insert the batteries and check its status.

- Did you move the Hub to a bad reception area? Move the Hub to a different and more central area in the house and verify your devices' status.

Check your internet connection and the connection between the Hub and the router / Internet socket. If the Hub is working as a cellular only unit check your cellular network and verify that your SIM card wasn't blocked.

Yes, after adding a new PIR / IPD or after 1st time registration process, there are 30 minutes when the tamper events do not generate push notifications but they are logged in history.

This is normal - if your Hub is connected only via cellular network, getting a clip may take more than 20 seconds. Connect the Hub to an Ethernet connection and re-try, a video clip should be received within a few seconds.

This is OK unlike live Comfort video, Security Video is available on the server after a certain delay, Security Video appears in Recent Events / History after a burglary alarm event.

If the lights in the room are off this is ok. The Flash works only on security events. Something may be blocking the camera.

The flash is light sensitive if there's enough light to take a clip it will not go off, trigger a security video in a dark room, verify the flash is working and the clip is clear.

Another user is currently watching a live clip. Wait a few minutes and retry. A video was just taken (by you or another user). You can verify the event in Recent Events / History, wait a few minutes and retry, after a few minutes the video clip will play properly.

A master user in the system is taking a video, and it stops a video a standard user is watching. Wait a few minutes and retry.

This is OK - another camera in your system detected an intrusion. Security video has higher priority than comfort video.

No Security Clip was generated since you were already watching a video (live) and if the burglar had passed by your camera, his image would have been captured. If the burglar triggers another device, the alarm will go off, there's burglary event triggered from a device other than the camera used, and the video clip can be viewed from History/Recent Events as a regular clip.

If you're taking videos frequently the batteries will be drained relatively fast. A frequent use of the flash will drain the battery as well. Batteries last longer when the user reduces the use of live video.

Somebody is currently taking a live video, the red LED blinks every time a live video is taken.

In order to save batteries, the IPD/PIR has 2.5 minutes NO-DETECT interval following detection. In case you passed by the IPD / PIR within this period, no new event will be generated by the IPD / PIR. However, the interval counter will re-start counting the 2½ minutes period. Verify no one passed in front of the PIR / IPD for at least 3 minutes, and then trigger it.

Check the location where the device was installed. If it was installed next to a door or a   window for example, it is possible that the vibrations from slamming the door / window are  triggering the internal tamper. Place the device in a different location and retry.

This is normal the device is in 'walk test mode' for 30 minutes to allow range test of the IR detector.

All devices employ 128-bit encryption making them highly secure from potential hacking.

The product will automatically divert to a redundant cellular network for
communications in the case of an internet failure. The typical data usage on a basic home kit is 3-8 Mbytes per month.

The smart extender does not need to be in range of the hub. The smart extender, extends coverage of a system at the cloud level so that it runs independently of the main hub yet integrated with the WeR@Home Hub devices via the cloud server.

Care@Home: Guides & Datasheets

Care@Home: General FAQs

Once you have logged into the portal, head to the user’s section at the top left. Find the individual contact that is the administrator and change that email to another email of your preference.

The standard pack comes with a Control Panel (Hub), 2x motion detectors and 1x Door/Window Switch. This will also give you
access to the mobile application.

The purpose is to detect main activities in the house – dining, sleeping, restroom, toilet, living areas, doors, etc.

All exit doors should have a magnetic sensor (MGLS) installed so the system can detect when a resident leaves the home. It is easy to add and install more at any stage.

The artificial Intelligence (AI) algorithms learn and alert on possible falls and abnormal behavior.

There are pre-defined parameters set in the database for all residents. It is part of the default rules that will be downloaded to the panel upon panel’s activation. It is not part of the learning behavior mechanism.

The panel decides based on its configuration. For Exit Decision - If the door was opened /closed + there is no more than x detections in a certain period. For Entry Decision - If there are more than x detections in a certain period.

The alert will be based on a dedicated database table that defines the thresholds for the alert. It is not part of the learning behavior mechanism.

The alert will be generated only following the alert “resident is out of the home (OOH) longer than usual”. Once there are movements again in the house, the panel will decide if someone is at home based on its configuration. If it was decided that someone is at home again, the alert will be generated.

The alert will be generated if a “low activity” or “high activity” is detected by the server rules. These activities are analyzed by algorithm checks for additional indications that point to abnormal behavior. The server will generate the alert if there are enough indications for abnormal behavior.

Yes, the Care@Home Pro package supports AI where it will learn a resident’s movements and characteristics over a 30-day period and adjust alert thresholds accordingly.

There are four types of pendants that cater for different needs:

- The Emergency Pendant Active (EPA) is the top of the line product that provides step
counting, GPS tracking on alert, fall detection emergency alerts and is waterproof.

- The Emergency Pendant Active Jewelry (EPA-J) offers the same functionality as the EPA but is presented as a Jewelry item to remove the “stigma” of wearing a monitoring pendant.

- The Emergency Pendant Plus (EPP) offers the same functionality as the EPA except
that it does NOT provide fall detection capabilities. Careful consideration should be given as to whether this feature is necessary or not depending on the mobility and fragility of the resident.

- Similarly, the Emergency Pendant Plus Jewelry (EPP-J) version is a stylish approach to the standard unit.

The Active Pendant has the benefit of talking to a base station when in range and
then handing over to Bluetooth
communications of a smart phone when the resident leaves home such as going to the shops or going for a walk. If the resident activates the pendant away from home, the alert will go to a control room and then
open a voice telephone call via Bluetooth. It will also providing a GPS location. The Plus device is only operational when it is within a 200m range of the base and does not have fall detection or Bluetooth connectivity.

Care@Home: Technical FAQs

The panel works with either platform. If both are attached then the device will work in all instances (even through a power outage).

No, the system will report that the resident is out of the house.

There is a backup battery in the base unit that will last for up to 48 hours. When the unit is operating on battery only mode, only the emergency button is operational to conserve power. You will also notice that the Panel’s LEDS will turn off after few minutes to reduce power consumption and a ‘main power disconnected’ message will be sent to the call center.

When a door/window sensor is last opened/closed the system will realize that a resident has left. It will take 20 mins to evaluate the change and it will then report that the individual has left the house.

This could be due to the peripheral device being too close to the control panel or when a battery has gone flat. Note, low
battery warnings are sent prior to this occurring. In this case:

- Remove the batteries from the peripheral.

- Shake the peripheral gently to remove the residual power.
You should hear a rattling sound. That is the tamper switch.

- Position the peripheral no less than 2 m (6 ft. 7 in.) from
the control panel.

- Insert the batteries into the peripheral. The control panel
should recognize the peripheral.

Reinstall the peripheral according to the list on the kit label. Reassign the peripheral to the location announced by the control panel installation mode.

Yes, all the Care@Home products have been tested and certified to be used in Australia.

In the event of internet failure, the product will automatically divert to a redundant cellular network for communications. The typical data usage for a Care@Home Pers kit is 1 Mbyte per month, on a Family kit it is 5-8 Mbytes per month and on a Pro kit it is 20-30 Mbytes per month plus calls plus SMS’s.

Push notifications are sent when devices are out of range (too far away) from the central hub or when the internet connectivity within the house is poor or the battery life of the device is low.

When an emergency call is received on your mobile, you will be able to hear audio from the resident who triggered the
emergency event. To establish two-way audio, you must press 6 on your mobile keypad to initiate two-way communications. This can be problematic depending on your phone carriers’ settings. A new full duplex (two-way communication) version will available in 2022. (In most instances, the control room will be doing this).

Ensure that the magnetic sensors are not more than 3cm away from one another or it is within a 2-meter radius of the control panel. If so, correct for successful pairing.

The panel reports on activities every 10 minutes (pre-defined parameter in the panel’s configuration)

Default rules are downloaded to the panel upon panel’s activation. The default rules are saved in a dedicated database table.

The PIR’s are designed to measure heat and mass greater than 40kg. If you have a pet, a pet lens can be fitted to the Device to inhibit detection of a pet. Note- Many elderly residents are frail and may come close to this 40kg weight so sensor location is very important.

Yes, The Stationary Panic Button (SPB) has an auxiliary input that can be used for other devices such as a blow switch (straw) for disabled people.

The pendant is intended to be used inside the home and not outside. The device has a 400m radio range (approx.) in open air. It is recommended to test the range of your emergency pendant around the house.

The pendant includes 4 accelerometers to detect high velocity movements.

Note: The pendant must not be worn on the wrist. The Care@Home EPA is a leading
product in the market space but it is important to note that fall detection is difficult to detect and depending on the nature of the fall, it may not be 100% accurate.