Frequently Asked Questions

Buying & Billing
How do I contact sales and what are your business hours?
Do you have a department phone list?
How do I generate expiring equipment report for the AEDs (Global Admins only)?
What if my name is misspelled on my email?
Do I have to complete a survey after a training course?
How can I learn more about other products and services you sell?
Support Network
I have a major change to my account. How do I contact support?
My account is missing an AED at its location. What do I do?
Are there any days/nights you want to plan for the site to be down?
User Information
How do I change my personal information?
How do I use this knowledgebase?
How do I look at and or update the expiration dates on my AED?
How do I check the certification status of a Responder?
How do I change my personal information?
How do I change a Responder’s information (Local Admin)?
What if the AED icon is not in the proper place?
As a local or global administrator, how do I input responders and training into the training records on Arch?
General Questions
What are your business hours?
What is sudden cardiac arrest?
Is sudden cardiac arrest the same as a heart attack?
Who is at risk for sudden cardiac arrest?
What is ventricular fibrillation?
How is ventricular fibrillation treated?
What is an AED?
What's the difference between the AEDs and the defibrillators that are shown on TV?
Will I hurt the patient by using the AED?
What if I mistakenly apply the AED to someone who fainted but still has a pulse that I can't feel?
What if I forget the steps for using the AED?
Should I do CPR first or apply the AED?
If defibrillation is so important, why should I do CPR?
Can I be sued using the defibrillator?
Can I accidentally shock another rescuer or myself?
What if the patient has a medication patch on or EKG electrodes on the chest where I want to place the defibrillation pads?
Do I need to remove the defibrillator pads before doing chest compressions?
Do patients "jump" when a shock is delivered?
Should I use the AED if the patient has a pacemaker or is pregnant?
Can I defibrillate on a wet surface?
Can I defibrillate on or near a metal surface?
How much of the patient's clothing needs to be removed to carry out defibrillation?
Do all physicians and nurses know how to defibrillate?
After I have successfully defibrillated the victim and a pulse has returned, do I keep the AED on the person?
What if the victim regains a pulse but is not breathing or is breathing slowly?
If the patient is breathing and regains a pulse, should the victim be placed back in a seat?
I placed the AED on a patient who had a cardiac arrest and the machine always prompted "No Shock Advised." Even with CPR, the patient did not survive. Why didn't the AED shock this victim?
I shocked a woman in cardiac arrest 3 times within minutes after she collapsed. I heard later that she did not survive. Did I do something wrong?
What if I don't perform all the steps of CPR and defibrillation perfectly?
Why is it so important to be sure that the defibrillation electrodes are firmly adhered to a clean, dry chest?
Is it okay to place the electrodes directly on a hairy chest?
How do I locate the Policies and Procedures for my service?
How do I contact support?
How do I change my login?
How do I use this knowledgebase?
How do I get to the login page?
How do I know when I’m logged in to Arch?
How do I add/delete/ update a User (Global Admin Only)?
How do I change my password?
AED Unit Registration
What is a PSAP?
Why do you register AEDs with the PSAP?
How does ARCH know which PSAP to inform for each AED?
Readiness Checks
How do I check my AED for readiness?
How do I perform an AED readiness check?
What if I accidently answer NO to one of the questions?
What if my device shows it failed the readiness check or I have been contacted by Annuvia that it has failed but everything was in working order when I check the device?
How do I generate a report of all readiness checks for all the AEDs (Global Admins only)?
What do the different color icons stand for?