If someone is unresponsive and not breathing normally or is only gasping, call 911 (or your local emergency number) now. Put the phone on speaker and follow the dispatcher’s instructions. Have another person start or continue CPR while someone else looks for an accessible AED. A missing, locked, or faulty device is not a reason to wait for help or pause CPR.
This guide follows U.S. emergency guidance; emergency numbers, dispatcher capabilities, AED locations, and access rules vary by location.
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What to do first when the AED is unavailable
- Call 911 and put the phone on speaker. Tell the call-taker the person is unresponsive and not breathing normally, and report that the expected AED is missing, locked, or appears faulty. Many 911 centers can provide step-by-step first-aid or CPR instructions while help is on the way (911.gov).
- Delegate tasks clearly. Ask one person to call if no call has been made, another to begin or continue CPR, and another to seek an accessible AED. The American Heart Association advises asking someone else to bring an AED while the response continues (AHA: Treatment of Cardiac Arrest).
- Keep CPR and the emergency call moving. Tell the dispatcher exactly what is blocking access and give the AED’s location. Ask whether another person should check for a different accessible device. Do not leave the person unattended to search if you are the only rescuer; stay on the line and follow the dispatcher’s directions.
- Use the next AED that is actually accessible. Turn it on and follow its voice prompts and pad diagrams. Continue CPR as directed until the person moves or emergency medical services take over (AHA: Treatment of Cardiac Arrest).
Speed matters: FDA consumer guidance says the probability of survival decreases by 7% to 10% for every minute a person remains in a life-threatening arrhythmia. That is a population-level figure, not a prediction of an individual person’s outcome (FDA: How AEDs in Public Places Can Restart Hearts).
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The cabinet or room is locked
Tell the dispatcher the device is locked and where it is. Have another bystander continue CPR and ask the dispatcher what to do while a second person checks for an accessible alternative. Cabinet systems, facility hours, and access policies are site-specific; do not assume a locked AED can be opened remotely or that every dispatcher can unlock one. Do not treat breaking into a cabinet or entering a restricted area as a general instruction.
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- Included Components: Heartstart Onsite Aed Defibrillator, Battery, Adult Smart Pads Cartridge, Setup
The AED is missing
Give the dispatcher the location where the AED was expected to be and ask another person to check a nearby public area or another known device while CPR continues. AEDs may be found in places such as airports, schools, community centers, government buildings, hospitals, offices, malls, and grocery stores, but a nearby building may not be open or admit the public (FDA: How AEDs in Public Places Can Restart Hearts).
The AED shows an error or appears incomplete
Do not spend time troubleshooting or trying to repair it during the emergency. Tell the dispatcher what you see, follow their directions, and use another accessible AED if one can be retrieved without interrupting CPR. A device’s pads and batteries are accessories; apparent problems with them should be reported to the site operator after the emergency (FDA: Automated External Defibrillators (AEDs)).
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- Philips HeartStart M5066A-C02BPB OnSite AED Defibrillator is a virtually ready to use emergency medical device for cases of suspected sudden cardiac arrest
- A portable heart defibrillator in a sturdy carry case; provides real-time CPR instructions and step-by-step voice prompts; also includes an AED wall sign, Fast Response Kit and Basic Cabinet
- Suitable for emergency use in all public environments including restaurants, offices, gyms, and airports and businesses of any size. Training not required for use. Device provides simple, intuitive instructions for people who have never used a defibrillator
- Philips defibrillators perform a daily, weekly and monthly self-test to eliminate the need for manual calibration. May be converted to an AED trainer with the use of Adult or Infant/Child Training Pads Cartridge (sold separately)
- Philips AEDs use advanced technology to respond to your actions, utilizing SMART Analysis to assess the heart’s rhythm, and a Quick Shock feature which allows the device to deliver a shock within 8 seconds. Post shock guidance on CPR will follow
How to choose between two possible AEDs
If another device may be available, the practical question is whether someone can retrieve and use it while the response continues—not which model is theoretically best. Have the searching bystander report back promptly.
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- Retrieval time: How long will it take to bring it to the person?
- CPR continuity: Can another rescuer keep CPR going during retrieval?
- Ready to operate: Does it power on and provide prompts? Follow those prompts rather than attempting a repair.
After the emergency, report the problem
Notify the site responsible for the AED
Tell the facility or site operator whether the AED was missing, inaccessible, or apparently faulty, and where it should have been. The site operator is the appropriate contact for a locked cabinet or missing device. The available guidance does not establish a single nationwide public registry for reporting AED outages.
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- Philips HeartStart Home and OnSite AED Defibrillator Long Life Replacement Battery, a back-up power source for your Philips HeartStart FRx, OnSite or Home defibrillator
- A high-quality, disposable, lithium manganese dioxide battery with a five-year shelf life (four-year lifespan once installed)
- Make sure your Philips device is always ready by having a spare or replacement battery to hand
- What’s in the box: 1 Philips HeartStart Long Life LiMN02 Replacement Battery
- Please contact Philips directly with any questions regarding the performance or operation of your HeartStart products. Replacements are permitted for warranty purposes only
Report a suspected device or accessory problem to FDA
For a suspected AED or accessory malfunction, consumers and health professionals can submit a voluntary MedWatch report. FDA provides reporting details and routes on its Medical Device Reporting page (FDA: Medical Device Reporting (MDR): How to Report Medical Device Problems). This is a follow-up step, not a substitute for calling 911 during an emergency.
What to remember about public AEDs
Public-access AEDs are designed for use by laypeople with minimal training; the device analyzes heart rhythm and gives operating prompts. Training is recommended, but in an emergency, turn on an available AED and follow its instructions (FDA: How AEDs in Public Places Can Restart Hearts; FDA: Automated External Defibrillators (AEDs)). Availability and access are local: no locator, cabinet-access method, or dispatcher ability should be assumed to work everywhere.
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