Quick Reference
Most Common Causes: Device not synced for over a week, visitor took device home, device sent for repair, or device left outside basecamp
Immediate Actions: Check Podcatcher overview page, verify physical location, contact visitors if recently departed
Prevention: Set up inactivity alarms, use Beacon Pro alarm system, train staff on checkout procedures
Understanding Missing Device Alerts
Why is my Podcatcher reported as missing?
Your Podcatcher Pro is marked as missing when it hasn't synced with a basecamp for over a week. This threshold helps us distinguish between devices that are temporarily in use and those that may be genuinely lost. Common scenarios include:
- A visitor accidentally took the device home
- The device was left in an unusual location within your facility
- You returned the device to us for repair or maintenance
- The device has been left outside the basecamp for an extended period
How quickly will I be notified when a Podcatcher goes missing?
You'll receive a missing device alert one week after the Podcatcher's last sync with the basecamp. This timing reduces false positives while ensuring you're notified promptly when intervention is needed. The week-long buffer accounts for weekend closures, extended visitor use, and temporary storage outside the basecamp.
Locating and Managing Missing Devices
How do I check which specific Podcatchers are missing?
Navigate to the Podcatcher overview page in your Guide-ID platform dashboard. This page displays detailed information about each device's status, including:
- Device ID and last known sync time
- Current status (active, missing, or offline)
- Recent activity patterns
- Battery level at last sync
What if a Podcatcher shows as missing but I can see it in the basecamp?
If you can physically locate a device that's marked as missing, the Podcatcher likely has a sync error preventing it from communicating with the basecamp. Please contact our helpdesk immediately with a description of the issue. Our technical team will work to resolve the sync problem and restore the device to active status.
Resolution Strategies
What can I do to resolve a missing device situation?
Your approach depends on the device's actual location:
If the device was returned to Guide-ID for repair:
- We'll automatically mark it as "found" once it enters our returns processing system
- No action required on your part
- The missing podcatchers notification will update once it's entered our systems.
If you've located the device on your premises:
- Return the Podcatcher to any active basecamp
- The device will sync automatically and update its status
- The missing podcatchers notification will update within an hour.
If the device is genuinely missing:
- You'll need to order a replacement device
- Replacement fees apply according to your service agreement
- See our [Replacements Page] for ordering information and current pricing
- The missing podcatcher notice may be dismissed. Podcatchers missing for over a month are not tracked.
How do I replace missing Podcatchers?
For device replacement procedures, pricing, and ordering information, please visit the Hardware Replacement page for more information on the fees, and contact our support team to arrange a replacement.
Prevention Strategies
What can I do to prevent Podcatchers from getting lost?
Implement these proven prevention strategies:
Designated Return Station
- Setting up a clearly designated stand or station where customers can return their Podcatcher lowers the probability of Podcatchers forgetting to return their Podcatcher.
- If you have drinks, a gift shop, or another final element of your museum where the customer does not interact with their podcatcher, consider placing the return station before this point to make sure customers remember.
Inactivity Alarm Configuration:
- Activate the built-in inactivity alarm on your Podcatcher Pro devices
- Adjust the alarm timing to match your typical visitor patterns
- Shorter intervals work well for high-traffic periods
- Consider longer intervals during special events or guided tours
- Go to Site Settings -> Podcatcher
Beacon Pro Alarm System:
- Set up a Beacon Pro device to function as an exit alarm
- Position the beacon near your main exit points
- When a Podcatcher scans this beacon, it triggers an audible alarm
- This alerts both visitors and staff before devices leave the premises
- For more information, see the Alarm page.
Optimizing Existing Alarm Coverage:
- Review your current alarm beacon positioning
- Ensure coverage extends to all potential exit routes
- Consider secondary exits, emergency exits, and staff entrances
- Test the system regularly to verify proper functionality