Frequently Asked Questions About Our Systems

AT&T, Comcast, Brighthouse, Embarq, Media Com, and GT

Phone and cable companies connect their phone lines in different ways. Once changes have been made, you will need to test your alarm. However, some cases may require a service call. Please refer to our monthly testing procedures for testing.

Sometimes, the alarm will fail to release the phone line after transmitting an alarm signal causing the telephone to remain in use. There is a quick disconnect in your main control panel that can be used to determine if the problem is being caused by the alarm. There is a grey phone jack plugged into the RJ block that will restore phone lines when disconnected if it is the alarm that is causing the problem.

Radio backup will send out a signal when an alarm activation occurs, even if the phone is cut or not working. Call us to get more information about the Cell backup radio and Total Connect features.

Your backup battery will keep the system operational for several hours, and newer batteries may last much longer. A power outage can cause the trouble light to come on but should clear when power is restored and the battery is once again fully charged. Refer to your system manual for additional details and troubleshooting.

Most newer backup batteries will last as long as 24 to 48 hours. The battery will begin to recharge itself once power is restored but can take up to 72 hours to fully recharge. Once the battery is recharged, the trouble light should go out.

Your window and door contacts are best tested by activating your chime mode and opening and closing each making sure the chime is audible. To test communications, simply arm the system and set it off, wait for the call from our monitoring station, and let them know you are testing. You can also call the monitoring station first for assistance and to place the system on a brief test.

Call for service.

Alarm smoke detectors are supervised by the control panel 24 hours a day whether the system is armed or disarmed. If any alarm smoke detector is in a troubled status, you should see a trouble indicator on your keypad.

A beeping alarm smoke detector is a sign of a low battery. If one of our monitored smoke detectors has a low battery, the trouble light on the keypad will be displayed. If no trouble light is present and you are still hearing a loud beep, the sound is likely coming from a house smoke detector (a device installed by the original builder of the home, not your security company).

Refer to your system manual for resetting.

In addition to the master code, most systems offer secondary user codes. Refer to your system manual for resetting.

A trouble light can be caused by different problems and has a different meaning for each type of system. Refer to your system manual for troubleshooting.

Your system backup battery is located in your main control panel and can be easily replaced. Remove the old battery and re-connect the red and black leads to the new battery. The leads and battery are color-coded to prevent incorrect installation. If you need to change the contact and motion batteries, you will need to remove the cover of the contact or motion. The contact batteries will always be inserted with the positive side (the side with the writing and the + sign) facing up. Motions use a lithium battery and can only be installed one way. Once the batteries are replaced, your system will need to be reset. Enter your code and press off. Enter code again, press test, enter code, and press off.

Radio trouble is caused by an outside radio interfering with the transmission of the wireless devices on your alarm. In most cases, this can be cleared by entering your code and pressing off, then entering your code again, pressing test, entering code, and pressing off again. In most cases, this will clear the trouble light. If this problem is persistent, there could be a low battery or another issue with your system. Please call for service.

The voice response is a part of your two-way system. Your alarm should still communicate, but instead of responding over the two-way device, you will receive a telephone call when an alarm signal is received. A service call is required for repair.

A motion detector looks for movement and temperature change in the area. Most false alarms are caused by pets and direct sunlight. Even if you have a pet motion, certain movements and erratic behavior from the pet can trigger the motion sensor. Cats are the main cause because of their ability to jump high onto furniture, countertops, and ledges. Try to keep ceiling fans off and do not place indoor trees or tall cabinets accessible by pets near the motion detector. Also, rid the area of banners and balloons following celebrations. These items can blow around and trigger the sensor, as well. Lastly, if you notice sunlight shining directly on the sensor or very near the sensor's location, a service call may be required to relocate the sensor to another area of the room if it has a tendency to false during direct daylight times.

The alarm memory lets you know what zone caused the alarm. To clear the memory, arm and then disarm the system.

Contacts have two parts, one mounted on the frame and a second piece mounted on the window or door. Most contacts are mounted using double-sided tape and a silicone adhesive instead of screws to prevent damage to the window. Time and moisture build-up can cause the adhesive to loosen. Contacts can be remounted using any sort of two-sided tape and silicone or any other type of strong waterproof adhesive.

Most alarms have a bypass feature that will allow you to arm the system with a window open. Refer to the system manuals for bypassing zones.

In most cases, your existing security system can be expanded to secure your home addition. If the addition is going to be a two-story, it should be pre-wired before the insulation and drywall stage to ensure the devices can be placed in the most optimal locations. Contact our service department for scheduling.

If possible, remove the contacts and magnets, and store them in a safe place for remounting later. If the window contacts are hardwired into the system, be sure the wires are pulled through the new windows during installation for easy remounting. Make sure the window and door installers are aware that you have a security system so they can install the new windows accordingly.

Outdoor storage areas can be contacted but will have to be hardwired into your system through a conduit. A one- or two-inch PVC pipe with a pull string must be run from the building to the house prior to the service call. If the outdoor storage is close to the house, it may be secured by a wireless contact.