What is this alert?

Your theator unit (the device in the OR) has lost connectivity. This means no video is being captured and any ongoing or upcoming cases in this room will not be recorded.

You may receive one of two alerts:

• Unit Down — The unit has been offline for more than 10 minutes.
• Upcoming Case for Unit Down — The unit has been offline for more than 30 minutes AND there is a scheduled case starting within the next 60 minutes.

Impact

• Cases in this room are not being recorded.
• If a case is currently in progress, the recording may be incomplete or missing entirely.
• The "Upcoming Case" variant means a case is imminent — act quickly to avoid a missed recording.

Watch: Troubleshooting an Offline Unit

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 the Monitoring section in the theator app.

2. Open the Units page — find the affected unit. It will show:

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

3. Open the Rooms page — the affected room will show a red connectivity indicator.

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 the Monitoring > Units page.
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 and IT admins