Skip to content
CC2 Device Documentation

Duress Troubleshooting

Use these tests in order when a duress notification shows incorrect information. Each step must be confirmed before moving to the next.

Test 1 – Is the notification name wrong?

Section titled “Test 1 – Is the notification name wrong?”

Question: Does the alert on the recipient’s device show a different name than the one you expect?

  • If YES → go to Test 2.
  • If NO → the issue is not a name mismatch. Go to Test 4.

Test 2 – Check the Associated User in the portal

Section titled “Test 2 – Check the Associated User in the portal”
  1. Open the Duress Management Portal device list.
  2. Find the device that triggered the duress (the originating device).
  3. Look at the “Associated User” column.

Question: What name is shown in the Associated User column?

  • If it shows the expected name → go to Test 3.
  • If it shows the wrong name (or is empty) → this is the root cause. The portal uses this field for the notification. Update it:
    • Open Manage Devices.
    • Check the device, enter the correct name, and click Assign.
    • Confirm the Associated User column now shows the correct name.
    • Trigger a new test alert to verify the fix.

Test 3 – Force a new test alert

Section titled “Test 3 – Force a new test alert”

The old alert may have been sent before the Associated User was updated. Trigger a new duress from the originating device and check the notification on the recipient device.

Question: Does the notification now show the correct name?

  • If YES → the problem is resolved.
  • If NO → ensure the portal device list page has been refreshed. If the name is still wrong, there may be a local caching issue. Clear the browser cache and reload the portal, then verify the Associated User column again before testing.

Test 4 – Is the location wrong or “Unknown”?

Section titled “Test 4 – Is the location wrong or “Unknown”?”

Question: Does the alert show an incorrect location or “Unknown Location”?

Test 5 – Check zone detection

Section titled “Test 5 – Check zone detection”
  1. In the portal, open Manage Zones.
  2. Confirm that at least one zone exists and has beacons assigned.
  3. Confirm the beacons are physically placed and powered on.
  4. Check the device’s current location on the portal device list. If the device is detecting a beacon, its location will change automatically to the zone name.

Question: Does the device show the correct zone name as its location?

  • If YES → trigger a new test alert and verify the location is included in the notification.
  • If NO → the device is not detecting any known beacon. Either:
    • Add beacons to an existing zone, or
    • Manually assign a numeric location using the Edit Location button on the device card.

Test 6 – Are nearby devices receiving the alert?

Section titled “Test 6 – Are nearby devices receiving the alert?”

Question: When a duress is triggered, do other managed devices receive the notification?

  • If NO → go to Test 7.
  • If YES but the wrong devices receive it → go to Test 8.

Test 7 – Check managed device list

Section titled “Test 7 – Check managed device list”
  1. Open Manage Devices.
  2. Verify that the intended recipient devices are checked (i.e., they are in the Managed Devices list).

Question: Are the recipient devices in the managed list?

  • If NO → check them and assign a name. Trigger a new test alert.
  • If YES but they still don’t receive alerts → go to Test 8.

Test 8 – Verify device locations match

Section titled “Test 8 – Verify device locations match”

The portal only sends alerts to devices that share a location hierarchy (site → building → floor → room) with the originating device. If two devices have different locations, they may not be considered nearby.

  1. In the portal device list, compare the locations of the originating device and a recipient device.
  2. If they are both in the same zone (via beacon detection), they are guaranteed to match at all levels.
  3. If not using zones, ensure the manual locations are set so that at least the site and building match.

Question: Do the locations match at least at the site level?

  • If NO → update the locations using Edit Location so they share at least the same site and building.
  • If YES → the cooldown setting may be blocking repeat alerts. Check the portal configuration for allowMultipleCommands and alertDuration. If cooldown is enabled, wait for the duration to expire before re‑testing.

Test 9 – MQTT connectivity

Section titled “Test 9 – MQTT connectivity”

If all above tests pass but alerts still don’t arrive, verify the MQTT broker is reachable from the portal.

Question: Do the devices show as “online” in the portal, and do their statuses update regularly?

  • If NO → check the MQTT broker address, credentials, and network connectivity. The portal connects to wss://mqtt.infrafon.cloud.
  • If YES → the issue may be device‑specific. Check the device firmware and MQTT logs.
Section titled “Related”