Understanding Severity Levels
- 🔴 High Priority - Act immediately to avoid disruptions
- 🟡 Medium Priority - Address soon to prevent issues
- 🟢 Low Priority - Informational, no immediate action needed
Basecamp Offline
🔴 High Priority
What this means
Your Basecamp hasn't communicated with our system for over 24 hours.
What to do
- Check that the Basecamp is plugged in and turned on
- Verify your internet connection is working
- Look for any error lights on the device
- Once reconnected, the notification will disappear automatically
- Otherwise, please contact support
Why this happens
The Basecamp may have been turned off, lost internet connection, or experienced a technical error.
Podcatcher Malfunction
🟡 Medium Priority
What this means
A Podcatcher with a red light was placed back in the Basecamp. A red light means the device is broken.
What to do
- Follow our returns and replacements guide to send back the broken Podcatcher and receive a new one
- Your other Podcatchers should continue working normally
Why this happens
The Podcatcher has experienced a hardware failure and needs to be replaced.
Beacon Battery Low
🟡 Medium Priority
What this means
A Beacon's battery has dropped below one-third capacity. You still have several weeks to months of battery life remaining.
What to do
For Beacon Pro:
- Charge using a USB-C cable
For Beacon Lite or Beacon Waterproof:
- Most versions of the Beacon Lite have a screw-on/screwed-in cap that can be removed to access the battery within. Replace the cell battery.
- Some Beacon Lites have glued-on caps. Beacon Lite Waterproof also does not have a removable cap. For these, we offer free replacements. See our returns and replacements guide. Please note that this means the new beacon has to be configured for your system.
Why this happens
Battery levels update when a Podcatcher scans the Beacon and syncs with a Basecamp.
Podcatcher Not Seen for a Week
🟢 Low Priority
What this means
We haven't detected this Podcatcher in over a week, but less than a month.
What to do
- If you have the Podcatcher, place it back in a Basecamp
- If you've already returned it, we may still be processing it - the notification will clear automatically
- The notification will stop after 30 days
Why this happens
The Podcatcher may have been left out, used for testing, or returned but not yet processed in our system. For more information, see our Missing Podcatchers FAQ.