General Sensor Troubleshooting

Renaming a Sensor with an Android Phone If you are using Android, please follow these instructions: Log into your app. Click on the 3 bars at the top left, then navigate to the security menu. Click on the 3 dots next to the sensor you wish to rename. Click on the option “Rename”. A pop-up will appear with the existing name in the text box. Click on the Text box and type in the new desired name for the sensor. Once entered click “OK” to save your changes. Renaming a Sensor with an iPhone If you are using iOS, please follow these instructions: Log into your app, then navigate to the security menu. Click on the arrow next to the sensor you wish to rename. Click on the option “Zone name”. A new page will appear with the existing name in the text box. Click on the Text box and type in the new desired name for the sensor. Once entered click on the floppy disk icon at the top right to save your changes. Renaming a Sensor with The Alarm Panel If you are using the Alarm Panel, please follow these instructions: Navigate to the security menu. Click on the 3 dots next to the sensor you want to rename. Click on the sensor you wish to rename. Click on the pencil icon at the top right of the screen. A pop-up will appear with the existing name in the text box. Click on the Text box and type in the new desired name for the sensor. Once entered click “OK” to save your changes. If your sensor is causing you any trouble, please reach out to our support team for further assistance.…

What is it? Loss of supervision means that your sensor(s) are not communicating with your Hub properly. Your Hub and Alarm panel will alert you whenever it loses connection with any of your sensors. What causes it & How to resolve it? There are a few contributing factors that can cause a Loss of Supervision The Sensor is too far away from the Hub or there are too many walls or floors between the Sensor and the Hub First, we recommend all sensors be mounted within 100 feet of your Hub. If it is further than this or if there are many walls or floors between your sensor and the hub it can result in poor communication strength and the Hub may not detect your sensor. In essence, minimize the number of obstructions between your sensor and the Hub if at all possible. A low battery in the sensor If the sensor’s battery is low or has completely died, the signal may not be strong enough to make its way to the Hub. You should have received an alert from your Alarm panel or App to indicate the battery in the device is low and should be changed. Certain Building Materials like aluminum siding or Ductwork could cause signal interference Certain Metallic Surfaces can deflect sensor signals away from the hub and cause a Loss of Supervision. We recommend that you do not install your sensor on a Metallic surface, Near Ductwork of the home. Radio Transmitting Devices could cause signal interference Certain Radio Transmitting devices (HAM Radios, Baby Monitors, even Microwaves) may be broadcasting on a similar frequency as our sensors and could cause interference with the wireless connection from the sensor to the Hub. If there is a radio transmitting device in close proximity of that sensor, attempt to relocate that item or the sensor to a different location. Non-Temperature controlled environments Our sensors are intended to operate in temperature-controlled environments with controlled humidity levels. Avoid mounting sensors in garages, outside, or in bathrooms.…

Removing a Sensor Through an Android Phone If you are using Android, please follow these instructions: Log into your app. Click on the 3 bars at the top left, then navigate to the security menu. Click on the 3 dots next to the sensor you wish to delete. Click on the option “Remove...”. A pop-up will appear wanting your confirmation that you are removing that sensor and it will no longer be registered to the system. If you wish to proceed, Tap “OK.” Removing a Sensor Through an iPhone If you are using iOS, please follow these instructions: Log into your app, then navigate to the security menu. Click on the arrow next to the sensor you wish to delete. Click on the button “Remove Zone”. A pop-up will appear wanting your confirmation that you are removing that sensor and it will no longer be registered to the system. If you wish to proceed, Tap “OK.” If any of your sensors are causing you trouble, please reach out to our support team for further assistance.…

If you want to check your system and sensor functions after your initial setup, please follow the steps below. Make sure your system is disarmed before testing! Doors and Windows Separate the Magnet and Sensor by opening the Doors/Windows To Test the Motion, Glassbreak, and Flood/Freeze Press the button on the device to initiate a tamper. To Check Smoke and CO sensors You can tamper the sensor by removing the back plate. Once the sensor has reported a tamper, re-attach the back plate. To Test Key Remotes Press and Hold the Arm Stay, Away, or Disarm button for 3 seconds or until the light lights up on the Key Remote. The System should accept the Arming or Disarming command. To Test the SOS function on the Key remote or Medical Alert Necklace Please reach out to our support team to help test without triggering authorities to be dispatched. If you need any additional assistance with testing or have any supplementary questions, please reach out to our Support Team.…

Adding a Sensor with an Android Phone If you are using Android, please follow these instructions: Log into your app, click on the 3 bars at the top left, and click on “Settings.” Scroll down to “Add a Zone.” On the “Sensor Serial Format” select the second option (0123456). Tap “Next Step.”* For Siren adding, please check the section for “Adding A Siren” Scan the QR code using the “Scan Barcode” screen, or type in the 7-digit TXID located on the back of the sensor. Select the sensor you are trying to add from the list of sensor types. Under the “Zone Name,” choose a name for the sensor, and then click “Enroll Now.” After you have selected “Enroll Now,” the app will display a bar at the bottom that will display that the sensor is “Enrolling”. Once it’s enrolled, the “Enrolling” bar will disappear and you can view the sensor in the list of sensors on the “Security” page. Adding a Sensor with an iPhone If you are using iOS, please follow these instructions: Log into your app, then click on the gear icon at the top left to access the settings. Select “Manage Systems.” Tap on the long number (or the name of your system if you have renamed the system). Select “Zone Enroll” to add your sensor. On the “Sensor Serial Format” select the second option (0123456). Then tap “Continue.“ Scan the QR code using the “Scan QR Code” screen, or type in the 7-digit TXID located on the back of the sensor. In the “Zone Name” field, choose a name for the sensor. Once the code and name have been entered, tap on “Sensor Data Type.” It will pull up a list of different sensors. Select the sensor type you are trying to add, then tap “Continue.” Now tap on “Enroll Now.” A pop-up will come up with a confirmation message that the sensor has been successfully added to the system that says “Enrollment Success”. Tap “OK.” You can view that sensor in the list of sensors on the “Security” page.…