Keep regular contact with loved ones in Assisted Living or at home alone.

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703 582 7225 (Text/msg/Skype)

callGenieUSA

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FREQUENCY ASKED QUESTIONS

Where are the installation instructions?

We are in the process of rewriting our installation documentation due to the videocalling app transition.
When we get your TV make and model we research the manufacturer documentation and provide any specific instructions you will need (if we can find this information). In some cases we will ask you to search the TV settings and text or email us pictures of those screens.

Return/Refund policy?

You can find our terms and conditions at the bottom of the web page, here is a shortcut link

What is a videocalling application?

A video calling application is software that uses the camera, microphone, screen, and speakers of the device you are using in order to see and hear a friend or family member far away. These applications are known as Zoom, WhatsApp, Skype, Teams, Jami, Jitsi, etc.

Why does CallGenie use a television as its display?

The television is the largest screen in many homes. Add on to that the fact that the majority of elderly people have their main chair positioned directly in front of their television, why introduce another smaller screen into their living environment when the television is already there?

callGenie works in conjunction with televisions ranging from 20″ through to 75″, or bigger. If your loved one has vision challenges, you might find a size that works for them.

What is the best TV for callGenie?

The best tv for your loved one should be based on:

1. It has a large enough screen for your loved one to see clearly. The screen size may need to get bigger the further away it is mounted or placed.

2. The sound coming from the TV is crisp and strong enough so that your loved one can hear the caller and programming clearly. 

3. Consider a ROKU TV, they are very price competitive and are compatible with callGenie. There are many brand names that carry a ROKU software TV (TCL, HiSense, ONN, Philli

What about Soundbars?

No problem! However in the interest of simplicity we suggest upgrading your TV to one with great sound so you wont need one.

Bed/Chair side assistive listening devices

 Assistive listening devices: Some have signal processing like this one: https://www.amazon.com/SoundFun-Clarifying-Patent-Pending-AudibleWave-Technology/dp/B0B8K194RG,  A common form factor are like these :  https://www.amazon.com/SEREONIC-Wireless-Speaker-Hard-Hearing/dp/B08HSRYZHM, If  TV has bluetooth capability then many Bluetooth speakers can be used. Consider operational issues such as automatic powering off,  small buttons, too many buttons, labeling or lack of, etc. 

More Information on the Webcams?

HD C505 HD webcam (or similar performance) specifications are: 720p resolution (1080 x 720 pixels @ 30fps),  60º field of view, fixed focus range, and a built-in noise reducing microphone.

Full HD C920 Full HD  (or similar performance) specifcations are: 080p resolution camera (1920 x 1080 pixels @ 30fps), 78º field of view, Autofocus/Light Correction, and dual mics for clear stereo sound. 



More information on AutoFraming Full HD Webcam?

Full HD Brio 500 (1020p) web camera featuring: Advanced Image Quality, Auto Light Correction (RightLight 4), Auto-Framing (RightSight), Dual Noise Reduction Microphones,  Webcam with Privacy Cover, and 90-Degree Field of View

Can I go with higher resolution than the Full HD Webcam?

First please note that our (current) video calling providers offer resolutons that may or may not be greater than Full HD


That said there are many options, from PTZ (pan tilt and zoom) to face tracking devices at higher resolutions. We can work with you to customize a solution where you want your loved ones face closer and/or larger than the HD and Full HD camera offerings. Consider giving us a call to go over the possibilities. 



Will my television be compatible with CallGenie?

Most likely, please send us the make and model for an answer! Text us a picture of the label on the back of the TV! That's easy right?  If you can find the TV Specifications, check that it meets HDMI ver 1.4b or later. You can also look in the TV settings for CEC and send us a picture of the CEC screens. We are recommending a ROKU TV (Any brand TCL, ONN, Phillips, etc.) if you are considering a new TV. Older TVs and Vizio can be problematic.


How to check Samsung TV for compatibility?

If Samsung's AnyNet/AnyNet+ (common name is HDMI-CEC) is to be found on the TV, it may be found through one of the following sequences using the original TV remote control:


      Home->Settings->General->External Device Manager->AnyNet+

      Home->Settings->All Settings->General->External Device Manager->AnyNet+

           Menu->Application->AnyNet+

           Menu->System->AnyNet+


If AnyNet+ is not found anywhere in settings on this TV, then it is not compatible with callGenie.


Mounting Options

Currently four (4) mounting options

  • None - MiniPC sits on Furniture or MiniPC bracket (supplied) mounted to TV
  • MiniPC bracket (included) to mount on back of PC using VESA mount point 
  • TV Shelf - MiniPC sits on TV top shelf 
  • VESA Bracket - MiniPC is bolted to VESA bracket which is mounted between the TV and the Wall Mounting Bracket.

Do I have the WiFi Password on my phone?

For iphones, please see https://support.apple.com/en-ca/104961 or https://www.youtube.com/watch?v=Mzygi2YgYs4

For Android, please see https://www.androidpolice.com/how-to-see-android-wifi-password/ or https://www.asurion.com/connect/tech-tips/how-to-share-home-network-info-with-qr-code/

What is HDMI-CEC?

Allows control/signaling from callGenie to the TV. It has many names: 

  • AOC: E-link   
  • Emerson: Fun-Link 
  • Hitachi: HDMI-CEC
  • Insignia: (INlink)
  • ITT: T-Link
  • LG: SimpLink
  • Mitsubishi: NetCommand for HDMI
  • Onkyo: RIHD (Remote Interactive over HDMI)
  • Panasonic: HDAVI Control, EZ-Sync, or VIERA Link
  • Philips: EasyLink
  • Pioneer: Kuro Link
  • Runco International: RuncoLink
  • Samsung: Anynet+
  • Sharp: Aquos Link
  • Sony: BRAVIA Sync
  • Toshiba: CE-Link and Regza Link
  • Vizio: CEC


What is included with a CallGenie Appliance?

CallGenie Appliance includes some or all of the following: 

  • CallGenie Software
  • Mini fan-less PC with Power Supply and Cable
  • USB Web camera (if ordered)
  • Television control hardware (CEC) (Depends on TV Configuration)
  • (2) HDMI Cables, (1) USB Cable, & (1) USB extension Cable
  • InfraRed control hardware (like a button-less TV remote) (Depends on TV Configuration)
  • Remote installation support and 12 months maintenance 

What is the installation like?

The callGenie appliance requires installation support at this time. (We are working to make it a customer self install). Here is how the order to operation sequence goes:

  • callGenie is ordered, if TV make/model unknown, we ask before ship b/c we ship additional components which may have to be returned to us.
  • A quickstart guide is emailed out which includes a list of pre-install customer tasks.
  • We remotely connect and are on the phone with you to configure/test callGenie

Will our loved one person receive sales or SPAM calls?

No. We work with you and your loved ones to initially set up the address book to only answer calls from known contacts. Once callGenie is up and running, you or your designated loved one will maintain this address book to best suit your family needs.

Will our loved one be able to call us using callGenie?

Not yet but we are working on this.

  We are looking for volunteers to help evaluate several ideas we are testing.



The internet access in the building is not very good or reliable, that ok?

  1. You can get a WiFi signal booster, try repositioning the equipment to get a better signal.
  2. You can obtain traditional internet access (cable company, phone company, independent provider).
  3. You can add a hotspot router from your cellular provider and place it in your loved one's room. This may be as low as $10 for one added device/line on your plan.
  4. You could obtain a Satellite Internet service/device for your loved one's residence (ex: StarLink, ViaSat, HughesNet).

How much data and what speed is required?

  1. Data? One example: a 1 GB (GigaByte) data plan will provide somewhere between 30 to 100 minutes of call time at Full HD 1080p resolution. 1GB will provide 60-150 minutes at HD 720p resolution.
  2. Speed? callGenie requires less than 10 Mbps (Mega bits per second) to operate at full HD 1080p resolution

What about Canada?

Yes, we ship via USPS or UPS. You are responsible for any costs associated with the shipping and import of your order For questions about Tariffs, Provincial Tax, HST, and GST please check with your governments website and or offices. We think this link might be helpful: https://www.cbsa-asfc.gc.ca/import/postal-postale/dtytx-drttx-eng.html



Is there any type of sales tax relief?

You may purchase without paying sales tax with:

1. a tax exempt status and ID

 2. During a sales tax holiday (Many states have these)

Please contact us to make arrangements beforehand as we have to flip a switch before you make your purchase.

Is there any government financial support available?

Please advise if you find any that we can post.

Military Discount

We will double the support period after system installation and military status verification for initial system purchase. callGenieUSA will only accept verification documentation provided by ID.me (http://ID.me). Follow instructions provided by ID.me to register, activate, and print verification documentation.  Purchaser must be Active Duty, Retired military, and an honorably discharged veteran. 

How does callGenie compare to other offerings?

callGenie is a UK software product running on imported computer hardware supported by a small business in the USA.  

What do I need to have in place before callGenie installation? (Generally)

Schedule an appointment with us 

 and

A television with:
-one spare HDMI socket that supports HDMI CEC (currently)

-original TV remote with fresh batteries on hand

-Spare power socket near the television (callGenie wall adapter cord length is 5')

-Internet Connection (secured WiFi or wired Ethernet) (Must be password protected)


Software Updates?

We have implemented a daily check in (2-6 AM local time) to our callGenie servers to run callGenie updates and check on your callGenie. We release updates as needed but generally no more than once a quarter.

callGenieUSA is a Veteran Owned and Operated Small Business


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