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Not Connected

Updated

If your Device State is Not Connected in REALConnect, this means that your Avive Connect AED has not been communicating with REALConnect for at least 5 days. Your device could be showing up as Not Connected because: 

  • The device’s Screen & Connectivity Battery could be depleted.
  • Your Wi-Fi network could have security settings that are blocking your AED from connecting to REALConnect.
  • The device could be out of Cellular or Wi-Fi range. 
  • There could be an issue with the device.

RC_AED Detail 2.0_Not Connected_Device State.png

Troubleshooting Steps: 

  1. If the last known Device State in REALConnect is showing Connectivity Battery Depleted, first charge your device. TIP: To ensure a full charge, keep the device plugged in for several hours or overnight.
  2. Then, navigate to the Your Device menu on your device’s screen, and press the “Sync Now” button. TIP: To power on the screen, press the black Display Button on the front of the device. If the device screen will not power on, charge your device. If the screen continues not to turn on, click here to troubleshoot. 

  3. If the device indicates that it successfully synced to REALConnect, refresh REALConnect at realconnect.avive.life. If after at least 5 minutes REALConnect continues not to update your device's status, please contact Avive Customer Support.

  4. If the device is unable to connect to REALConnect, check your Internet connectivity state and reference the action column in the table below. 

  5. If the device is still unable to connect to REALConnect, navigate to the “Settings” menu on your device’s screen and press the “Reboot System” button. Once the device reboots, wait for Wi-Fi and/or Cellular to connect and try again. 

  6. If the device is still unable to connect to REALConnect, press and hold the Power Button on the top of the AED for at least 7 seconds to prompt a Status Check. 

Internet Connectivity State Actions
Device is on Cellular
  1. Connect the device to a Wi-Fi network. After connection, try again.
  2. If the device does not connect with your organization's available Wi-Fi networks, consult this document and contact Avive Customer Support for guidance.
  3. If there is no Wi-Fi network available, ensure that there are Cellular bars appearing on the device home screen.
  4. If there is no Wi-Fi network available, turn on Airplane Mode for ~1 minute and then turn it off, to forcibly disconnect and reconnect the Cellular
  5. If there are still no Cellular bars, there is no Cellular connectivity available in your area.
Device is on Wi-Fi
  1. Ensure that there are no Wi-Fi network configurations that may be blocking access to specific web addresses. Consult this document, and contact Avive Customer Support for guidance.

If you are unsure of your network configuration, try connecting to a different network or disconnecting Wi-Fi and attempting a connection over Cellular.    


If you still do not see your device’s status update in REALConnect, please contact Avive Customer Support by calling 1 (800) 489-4428 or emailing support@avive.life. 

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