How do I troubleshoot a potential dispenser issue?

If a Guardian™ is not dispensing liquid, has gone offline or you otherwise suspect damage/fault:

1. Troubleshoot

• Check that the case is fully closed and audibly “snaps” into place.
  Our security failsafe ensures that dispensers will not engage until the case is fully closed.

• Hard Reboot the dispenser:
  • Remove one battery from the battery housing.
  • Close dispenser casing then prompt the motor to run by mimicking a hygiene event.
    This helps dissipate any stored charges.
  • Remove and re-insert the refill cartridge.
    Cartridges that are not fully engaged within the housing will not dispense liquid.
  • After one minute, replace the battery and close the dispenser case.
  • Test again with a hygiene event. The dispenser should operate as normal.

• Replace all batteries. 
  Replacing all batteries ensures that low power is not at the root of the issue.
  
  

2. Contact Support

If the above steps do not resolve the issue, submit a ticket to Support. Please provide the following:

• Name and serial number of the dispenser.
• Brief description of the behavior.
• If the dispenser has been physically damaged, please provide a photo.

We will help review web application settings, diagnose remotely and/or send a technician out for a detailed diagnostic, if necessary, to determine if a dispenser should be replaced.

3. Replacements

Replacement dispensers can be pulled from your existing stock if available, or a new order can be placed to replenish stock as needed. Your Facilities team will be responsible for the on-site removal of the old dispenser and installation of the replacement.

Customize this Workflow

Need a bit more help figuring out who handles what within your facility?  We've got you covered!  Use this universal template to identify which department(s) collaborate – and when! – regarding dispenser troubleshooting and replacement.  Here are a few questions to get the thought process started:

• What is the current workflow for reporting issues with facility technologies?
• Does it vary depending on Hardware (an IV pole, their phones, rolling nurse carts, etc.) or Software (issue with an application on the phone, etc.)?
• Do staff report all issues to the Charge Nurse / Nurse Manager / etc. or are they responsible for filing and owning tickets in a centralized system?

• Where does Mirador fall on this spectrum? How can the process outline above fold into your existing workflows?