When Your AAC Device Breaks: A Backup Plan

Devices get dropped, batteries fail, and screens crack. A broken device should never mean a person goes days without a voice. A little preparation now makes a repair much less stressful.

Before anything breaks

• Back up the vocabulary regularly, and always before software updates. A backup lets a repaired or loaner device be set up the same way.
• Make a low-tech backup: print the main communication pages and keep copies at home, at school, and in the car.
• Write down the device model, serial number, software version, and who paid for it. Keep it with the warranty information.
• Find out what the warranty covers, and whether the manufacturer or your funding source offers a loaner device during repairs.
• If the device is on an iPad, know your Apple ID and how to restore the AAC app and its backup.

When you call support

1. Say what happened and when, and whether the device was dropped or got wet.
2. Give the model, serial number, and software version.
3. Describe what you see now: a blank screen, error message, no sound, or no charging. A photo helps.
4. Say what you already tried.
5. Ask about a loaner device and how long the repair will take.

While it is being repaired

Use the printed boards, and keep modeling on them so the person keeps practicing the same words. Tell the school team and other caregivers what is going on. If the same AAC app is available on a family tablet, a temporary install from the backup can bridge the gap.

Not sure if it is really broken? Open the chat, describe what is happening or attach a photo, and try the troubleshooting steps first. You can also use "Prepare a summary" in the chat to get notes ready for the support call.