Watch: Unit Offline Walkthrough

What is this alert?

Your theator unit (the device in the OR) has lost connectivity, and a case in that room has passed its scheduled end time with no recording.

Losing connectivity on its own does not raise this alert. A unit that is unplugged overnight, or sits in a room with nothing booked, costs you no recording — so it stays quiet. The alert fires only once a scheduled case's slot has ended and no video arrived.

When it arrives: roughly 30–35 minutes after the case's scheduled end time. Theator waits about 15 minutes in case the video is still uploading, then confirms the unit is still offline before raising the alert.

Check whether the case is still going before you assume it's lost. The timing is driven by the case's booked slot, not by when the surgery actually finishes. If the case is running long, it may still be in progress when this alert reaches you — and in that case getting the unit back online can still capture the remainder. If the case really has ended, that recording is unrecoverable and your goal is the next one.

Impact

• Cases in this room are missing video — either nothing was captured at all, or only part of a case was recorded. Whatever was captured before the unit went offline is safe; only the missing stretch is at risk.
• The alert names the room and unit, not a specific case. To identify which cases were affected, check the room's schedule over the alert's time window. If the incident shows a missed cases count, clicking it is a quicker way in — treat what it lists as a starting point for investigation rather than a definitive list.
• If the surgery has already ended, the missing stretch cannot be recovered.
• Any further case that depends on this unit will also be affected until it is back online. If the room has a second working unit mapped to it, cases it covers keep recording normally.
• Because this alert only arrives after a case's slot has passed, don't wait for it to find a dead unit. System > Monitoring > Rooms > By Unit shows connectivity in real time — see Daily Monitoring Checklist.

Step 1: Acknowledge the Alert

Open the alert in the Incidents Dashboard and click Acknowledge. This lets the rest of your team know you're handling it.

Step 2: Check the Monitoring Pages

1. Go to System > Monitoring in the theator app.

2. Open the Rooms tab and switch to the By Unit view — find the affected unit. It will show:

   • A red "Disconnected" status indicator
   • Last online timestamp — tells you when the unit was last seen

3. Switch back to the room view — the affected room will show a red connectivity indicator. This reflects the state of this unit, not the whole room: if another unit is mapped to the same room, it may still be recording.

4. Note the room name and unit name so you know where to go.

Step 3: Go to the Room

Physically go to the OR and check the following:

1. Power: Is the unit powered on? Check that the power cable is connected and the outlet is live. Look for indicator lights on the device.

2. Network: Is the ethernet cable connected? Check both the unit port and the wall jack. If the room uses Wi-Fi, check that the network is available.

3. Hard reboot: If power and network look fine, perform a power cycle:

   • Unplug the power cable
   • Wait 10 seconds
   • Plug it back in
   • Wait 2-3 minutes for the unit to fully boot

Step 4: Verify the Fix

1. Go back to System > Monitoring > Rooms > By Unit.
2. Confirm the unit now shows a green "Connected" status.
3. Check that the unit's video inputs are active (if applicable).

Step 5: Resolve the Alert

1. Return to the Incidents Dashboard.

2. Click Resolve on the incident.

3. Add a note describing what you found and did, for example:

   • "Unit was unplugged. Reconnected power cable."
   • "Network cable disconnected from wall jack. Reconnected."
   • "Power cycled the unit. Came back online."

When to Escalate

Escalate to theator support if:

• The unit does not come back online after a power cycle
• The unit comes online but goes offline again repeatedly
• The power and network connections all look fine but the unit won't connect
• You see physical damage to the unit

When escalating, include: unit name, room name, what you tried, and any observations about the physical setup.

Related Articles

• Understanding Customer Ops Alerts — Overview of all alert types and how they work
• Getting Started with the Incidents Dashboard — How to use the dashboard to manage alerts
• Daily Monitoring Checklist — Quick daily routine for biomed technicians and Clinical Engineers