Symptoms

• The PalCare system is offline and not sending alerts
• Staff are not receiving notifications on phones or pagers
• The system went offline after a power outage, tripped breaker, or surge
• The PalCare server appears to have lost power

Step-by-Step Fix

1. Locate the PalCare equipment in your IT closet or server room.
2. Find the battery backup (UPS) — the box everything is plugged into. It typically has indicator lights on the front.
3. Check the power status of the battery backup:
   • If the lights are off or it appears unpowered, press the power/on-off button on the front of the unit.
   • If it is plugged into a power strip or surge protector, verify that strip is switched on and receiving power.
4. Try a different power outlet if the current one may have been affected by a tripped breaker.
5. Once the battery backup is powered on, wait 2–3 minutes for the PalCare server to fully restart.
6. Verify the system is back online by confirming that alerts are coming through to staff devices.

Note: If your facility has a Service Plan with PalCare, the battery backup unit is covered for replacement if it fails.