The Complete Instructional Guide to Using the Tunstall Gem4
Your Tunstall Gem4 has finally arrived at your door. Now you just need to configure it or teach your loved one how to use it. This comprehensive instructional guide will walk you through every step of understanding and using your Tunstall personal alarm to its fullest capacity. With a few easy-to-follow instructions and tips, you can make sure that you are using your Tunstall Gem4 correctly and that it can do its job of keeping you safe 24/7.
About the Tunstall Gem4
The Tunstall Gem4 is a wearable 4G mPERS device, designed to help the wearer raise a call for assistance when out and about. It reduces the risk to an individual by quickly connecting them to Tunstall’s 24/7 Customer Care Centre or what we call 24/7 monitoring or to their preferred emergency contacts if they’re on a Loved Ones monitoring plan. Their location will then be identified so that assistance can reach them quickly. The Tunstall Gem4 combines the features of a mobile personal emergency response system, GPS locator and fall detector in one.
Product Features
Easy to use SOS button to raise an alarm
GPS location provided upon activation to accurately locate the wearer
Connects to 24/7 Customer Care Centre (if you are on the 24/7 monitored plan)
Automatic fall detection alert (if enabled)
Open voice communication, allowing the wearer to speak directly with a Customer Care Consultant
SOS activation can be triggered via the charging base if the device is within Bluetooth range and sufficiently charged.
USB-powered charging dock
Compatible with the 4G network
IP67 Water resistant
Ability to find lost devices
Device feedback by voice prompts and vibration
Specifications
Technical Dimensions: 62 x 47 x 17mm (W x H x D)
Weight: 53g
Locating technologies: GPS, BLE, WIFI, LBS
Battery: Rechargeable, 3.7V, 1000mAh (Li-Polymer)
Battery life: Up to 72 hours under normal environmental conditions
Waterproof: IP67
Flash Memory: Built-in 1MB memory
Getting to know your device
Here are the parts of your Tunstall Gem4 that you need to familiarise yourself with so you can use the device correctly:
How does the Tunstall Gem4 work?
The Tunstall Gem4 can be worn around the neck and allows the user to generate an alarm call when they are out of home by pressing the SOS button, which connects the device to Tunstall’s 24/7 Customer Care Centre, if they are on the 24/7 monitored plan, and to their emergency contacts if they are on the Loved Ones monitoring plan. An alarm call is triggered after pressing the SOS button for approximately 2 seconds, after which time the user will hear a voice prompt confirming the activation.
How does the Tunstall Gem4's GPS Tracking work?
The Tunstall Gem4 contains a GPS receiver that picks up signals from the satellites. By triangulating the position of the satellites, the receiver is able to calculate its own location.
When the wearer triggers an alert by pressing the SOS button, the Tunstall Gem4 automatically connects to our Customer Care Centre, if they are on the 24/7 monitored plan, and to their emergency contacts if they are on the Loved Ones monitoring plan. The wearer's location will then be determined through GPS technology.
Don’t worry, the Tunstall Gem4 only tracks your location once you’ve pressed the SOS button and requested for assistance. It will not be monitoring your whereabouts 24/7.
How to use the Tunstall Gem4
Before you start
Normally your Tunstall Gem4 will have been programmed by us before you receive it. This means it is ready to use straight out of the box. Even though we have set it up for you it is very important to read the user manual and other accompanying information. You should also have an emergency plan organised with your family and friends before you rely on this device.
How to turn your device on
Place the device on the charging base. The device will begin the power-on process, which takes approximately 2 mins. When the device is on, it will vibrate to indicate that it is ready to use. Now press the ON button for 1 second, and all the LEDs will flash rapidly.
How to turn your device off
Press and hold the ON button and SOS button at the same time for 3 seconds until the LEDs turn off.
How to get your initial GPS location
To get your initial location for the GPS features, test outdoors by pressing the SOS button and speaking with a Tunstall Care Consultant.
How to activate an SOS alarm
When you need help, press the SOS button on the device or the button on the charging base for 2 seconds until you hear “SOS alert has been activated”. This will place a call to the Tunstall Customer Care Centre or to your preferred emergency contacts if you are on a Loved Ones monitoring plan, with your current location.
How to deactivate a false SOS alarm
In case of a false alarm, or if ending a call, the user can press the SOS button again to cancel the call.
How to charge your device
Place the device on the charging base and connect the USB cable from the charging base to the AC adaptor. Once set up, the device will announce “your alarm is now charging.” The charging base light will glow when charging and turn solid when fully charged.
For first-time use, please fully charge the battery for around 2~3 hours. When the battery level falls below 20%, your Tunstall Gem4 will prompt you to charge it. We recommend that you charge your device every night and after activating an SOS Alarm.
What do the lights on my Gem4 mean?
Green Light
Single or double flash every 3 seconds means the device has a stable cellular connection. Do note that the green light constantly blinks/flashes.
Blue Light
A double flash every 3 seconds means the device has the latest location. A single flash every 3 seconds or no light flashing means the device is unable to find your location.
Red Light
Double flashing red light means BLE in the device is connected. Blinking quickly means your battery power is lower than 20% while a constant red light means that your device is fully charged.
Tunstall Gem4 Care and Safety Reminders
Here are a few things you need to keep in mind if you have a Tunstall Gem4:
Keep this device at least 25cm away from a pacemaker
The Tunstall Gem4 cannot be worn around the neck if you have a pacemaker. Make sure you keep this in mind when using the device.
Charge the device regularly
It’s important that you keep your device charged for optimal performance. The device should be placed on its charging base every night to ensure it maintains its power.
Avoid water or any other liquid
The Tunstall Gem4’s IP67 rating means that it is water resistant, but not waterproof. Avoid submerging the device in water or coming into contact with liquids to prevent damage and malfunctioning of the device.
Don’t use strong chemical cleaners or detergents to clean the unit.
Keep your personal alarm clean by occasionally wiping it with a soft, dry cloth.
Don’t disassemble or refit the unit
Do not attempt to disassemble or refit the device. This could cause irreparable damage and void your warranty.
Avoid extreme temperatures
Make sure your device is kept away from high temperatures, such as direct sunlight and heaters, which can significantly reduce battery life. Similarly, make sure you don’t keep it in very cold environments as this can affect its performance.
If you have any questions or concerns about using the Tunstall Gem4, please contact your local Tunstall Healthcare representative for help. The instruction manual can also be found on our website. We hope that this complete instructional guide has helped you better understand how to use and care for your Tunstall Gem4.
Troubleshooting your Tunstall Gem4
Below are listed some common questions/queries that Gem4 users may raise, and our suggested solution for each:
The wearer suffered a fall, but Automatic Fall Detection did not work
A fall is detected when the pendant has an impact of a certain strength, followed by the pendant being horizontal for a period of 20 seconds or more. When a fall is detected, the pendant will send a text to the monitoring centre, who in turn will contact you to see if you are okay. Please note that the fall detector will not pick up 100% of falls. Descent-controlled falls, slide falls, slumps from chairs and even some hard falls may not trigger the fall detector. For best results in detecting falls, the Tunstall Gem4 should be worn outside of clothing.
Distortion or poor sound quality when speaking to the wearer
Make sure that the Tunstall Gem4 is worn around the neck. Carefully clean the microphone hole regularly as well. If this technical issue persists, contact Tunstall Healthcare for assistance.
The device is not charging
Ensure that you are placing it correctly in its charging dock and that the charging dock is plugged into power. If the issue persists, contact Tunstall Healthcare for assistance.
Frequently Asked Questions
What happens if the device gets wet?
If your personal alarm gets wet, it will still function properly because it has an IP67 rating. This means that the alarm can be submerged in up to 1 metre of water for up to 30 minutes and will still remain water-resistant. So whether you accidentally drop your alarm in the sink or it starts raining while you're out for a run, you can rest assured knowing that your alarm will continue to operate correctly.
What should I do if the alarm unit activates a call but I do not need help?
If you accidentally trigger the alarm, or determine that you no longer require assistance, you can simply cancel the alarm call by pressing and holding the SOS button a second time. If you cannot press the button for any reason, don’t worry, just inform the Tunstall Customer Care Centre, if you are on the 24/7 monitored plan, that you are okay and do not require assistance and they will cancel the call for you.
Do your personal alarms come with a warranty?
Tunstall warrants the performance of all equipment supplied by it for a minimum period of 12 months from the date of purchase, defined as the date on the relevant tax invoice. Unless otherwise specified, and to exclusion in cases where the equipment ceases to perform as a result of the user’s negligence or damage, storm or electrical power surge or telecommunication services issues, the warranty period against defects is: PERS alarms: 24 months All other products: 12 months In some instances, Tunstall may offer extended warranty on selected products. Learn more about how you can make a warranty claim here.
How do I change my emergency contacts?
In the case of a Connected Care device that is monitored by Tunstall, your alarm will always call directly to our 24/7 Customer Care Centre where it will be answered by our team. For standalone/loved ones monitored devices, you can configure the emergency contacts for your alarm unit at any time via your user-friendly Online Portal - instructions on how to do this are included when you purchase your alarm unit.
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