Technical Support
TECHNICAL SUPPORT
If you have a problem with or question about your alarm system or its proper operation, there are several methods to get help:
Consult your system Owner’s Manual for detailed instructions on operation.
Check our FAQ page on our website. There are answers here to many common questions about using your alarm.
w to reset smoke detectors after an alarm:
On DSC systems, press and hold for 2 seconds the button labeled “Reset” or on some keypads the button has a circular arrow icon.
Call our Office and ask for Tech Support. Please have your password and account number so we can look verify your identity and access your account info to better serve you. If a technician is not immediately available, you can leave a message describing your issue and the best way and time to contact you.
IN AN EMERGENCY, call the CENTRAL STATION at -1-800-634-3915.
Describe your emergency and they can page a technician to help you.
If there is a yellow trouble light or triangle icon on your keypad:
A yellow light or triangle icon on your keypad indicates trouble in your system. It can be either a weak system battery, a phone line problem, loss of power or some fault in the system or one of its components. Pressing *2 onyour keypad will give you more specific information about the problem. Refer to your manual or call our tech support for more help. Note: the yellow light normally does not prevent you from others the button has a circular arrow icon.
On Morse systems, enter your code and then press and hold for 2 seconds the button labeled “Reset.”
How to test your system and how often you should do it:
First call our Central Station at 1-800-634-3915 and tell the dispatcher you want to test your system. You will need to give them your password. Then press and hold for 2 seconds the panic button on your keypad or remote. You should hear the siren sound (unless the panic was programmed to be silent). After a few seconds, turn off the alarm by entering your code, and then call the Central Station and ask them if they received the signals from your alarm.
After a power failure, if your security system stops working, or works erratically:
This condition usually indicates a bad system backup battery. You should call for service to have the battery replaced. If the siren is sounding and you can’t turn it off, go to the main alarm control panel , disconnect the battery and unplug the power transformer that provides AC power to the alarm.
If you have a smoke detector that chirps or makes a high-pitched screeching sound:
Our hardwired smoke detectors do not have batteries and do not beep or make any sounds at all; they signal the control panel which generates the sound and provides power to the detector. If a smoke detector is beeping, it is usually a builder-installed hardwired one with a 9 volt battery backup. Remove the detector fro:
If you are home when it happens, firm its bracket and replace the battery. If it is false-alarming, it should be replaced.
Our wireless smoke detectors have a 5 year lithium battery. When it needs replacement, your system will automatically notify the Central Monitoring Station and they will, in turn, notify you.
If you have a false alarm, shut off the alarm by entering your code on the keypad or pressing the disarm button on your remote. Next, call the Central Station at 1-800-634-3915 and tell them you are having a false alarm. Give them your password and tell them it’s a false alarm.
If you have trouble disarming your alarm system with the code:
Sometimes buttons on older keypads wear out or get dirty. If that’s the case, then a service call to replace it will be necessary. But often, trouble arming or disarming can be caused by failure to clear a badly entered code. Make sure you press each button carefully when entering your code, listening for a confirming beep or click with each button press. If your alarm does not disarm, be sure to press the “Clear” button on Morse systems or the # button on DSC systems to clear the bad code entry before trying to re-enter the code. If you fail to clear a bad code entry first, all subsequent code entries will be rejected. If you have repeated trouble or if you do not hear the confirmation beeps when you press keypad buttons, then you may need service to replace a worn out or malfunctioning keypad.
Special considerations regarding phone lines , Magic Jack. Ooma, ATT Uverse or other VOIP service:
If you are considering dropping your landline, call us first for important information on how this could affect your alarm. Normally, most systems communicate digital signals to the Central Station through your telephone line. If dropping your landline completely, then a radio or internet communicator must be installed to replace the lost landline. If switching to a VOIP (voice over internet protocol) service, be aware that some will work with alarm systems and others will not. Verify with the VOIP service provider if that equipment is compatible with alarm system communication and insist that they send a technician who has been trained to connect alarms to their network. Be sure to test the communication BEFORE the VOIP installer leaves to ensure that it is connected properly to the alarm and the signals are transmitted successfully.
I had a false alarm. How can I get information about an alarm that occurred while I was away?
There are several ways: You can call the Central Station at 1-800-634-3915, give them your password and ask them to tell you what activity occurred while you were away. Or you can call our business office at 1-949-831-7233 and we’ll be happy to help you. On DSC systems, you can press *3 on the keypad and the display will tell you what happened. Consult your user manual for more info on this feature. If you have a single false alarm, determine which zone o r window/door it came from. Open and then close that door or window, ensuring that is COMPLETELY closed and locked. This often cures a false alarm caused by a window or door not completely secured. If it false alarms again, a contact may be failing and needs to be replaced. Call for service. If the false alarm was caused by a motion detector, check for spiders or webs on or around the detector and clean them away. This is the most common cause of motion detector false alarms, especially in summer.
John Chevalier 949-306-7932