Overview
Connection Lost and Device Offline communicate different kinds of telemetry gaps. Anchor your triage to the Console-guide definition of Connection Lost so dispatch does not under- or over-react.
Connection Lost
- Triggered when the user is actively wearing their Compass Series device and the device loses connection for more than three minutes.
- Surfaces a new user icon on the map showing the time and location where the user was last seen.
- Visible on the User Dashboard alongside connection-status indicators.
Device Offline
- Device is not reporting at all — often because it is powered off, not paired, or the user is not currently wearing it.
- Does not require the active-wearing precondition.
- Less actionable for life-safety triage; usually points to fleet hygiene rather than an in-progress incident.
Practical approach
- Look for timestamp context: sudden loss vs long-running gap.
- Determine scope: single user vs regional outage vs platform incident.
- Correlate with Mobile Bluetooth state and the Compass heartbeat color (green = full connectivity, white = partial).
- Use voice check-ins when human verification is required by policy.