Frequently Asked Questions
AT&T, Comcast, Brighthouse, Embarq, Media Com, and GT
Phone and cable companies connect their phone lines in different ways. We suggest testing the alarm before making any changes, and again after changes have been made (before the phone company leaves the premises). However, most cases will require a service call. Please refer to our monthly testing procedures.
Sometimes the alarm will fail to release the phone line after transmitting an alarm causing the telephone to remain tied up. 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.
Internet monitoring is compatible with most systems currently in use. You will need a high speed internet connection and a router currently installed. The SafeTouch Security internet communications module converts your alarm signal to a digital format that allows a direct connection to our monitoring station, thus eliminating the need for a conventional analog telephone line.
Cell plus will send you an email or text message when your system is armed and disarmed for a nominal fee. It also informs you who armed or disarmed your system as well as what time it was armed and disarmed.
Radio backup will send us a signal when an alarm occurs even if the phones are cut or not working.
Your backup battery will keep the system active. A power outage can cause the trouble light to come on, but should clear when power is restored. Refer to system manuals for trouble shooting.
Most cases 24 to 48 hours. The battery will be recharged once power is restored and 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 sounded. 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.
Call for service.
Smoke detectors are supervised by the control panel 24 hours a day whether the system is armed or disarmed. If there are any troubles with your fire detector, your keypad should let you know.
A beeping 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. Typically your keypad will report any trouble 7 to 10 days before the actual detector will start to beep. If no trouble light is present and you are still hearing the beeping, it is most likely one of your house smoke detectors, which we cannot service.
Refer to 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 many different problems, and has a different meaning for each type of system. Refer to system manuals for troubleshooting.
Your system back up battery is located in your main control panel and can be easily replaced. Remove the old battery and reconnect the red and black leads to the new battery. The leads and battery are color coded to prevent incorrect installation. Most systems require a technician to replace the battery due to the tamper switch located inside the switch itself; however, 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 9 volt battery and can only be installed one way. Once the batteries are replaced your system may need to be reset. Refer to your system manual for resetting. If your system is a Linear, you can reset it by doing the following: enter your code and press off, enter code press test, enter code and press off again.
Radio trouble is caused by an outside radio signal 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, enter code and press test, enter code and press off again. In most cases this will clear the trouble light. If this problem is repetitive there could be a low battery or a problem with a contact.
The voice response is a part of your 2-way system. Your alarm should still communicate, but instead of responding over the 2-way 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. Even if you have a pet motion certain movements and erratic behavior from the pet can be picked up. Cats are the main cause because of their ability to jump. Try to keep ceiling fans off and do not place indoor trees or tall plants directly in front of the motion detector and keep tall cabinets and furniture that is accessible by pets away from the motion detector.
The alarm memory lets you know what zone caused the alarm. To reset, arm and disarm the system.
Contacts have 2 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 2 sided tape and silicone or any other type of waterproof adhesive.
Most alarms have a bypass feature that will allow you to arm the system with a window open. Refer to 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 2-story, it should be pre wired before insulation and drywall are installed to ensure the devices can be placed in the desired locations. Contact our service department for estimates.
If possible remove the contacts and magnets and keep in a safe place for remounting. If the window contacts are hardwired into the system be sure the wires are pulled thru the new windows for easy remounting. Make sure the window and door installers are aware you have a security system so they install the new windows accordingly.
Outdoor storage areas can be contacted, but will have to be hardwired into your system through conduit. A 1 or 2 inch PVC pipe using sweeping 90 bends with a pull string must be run from the building to the house prior to the service call. It is best to leave the pipe exposed and unglued to prevent any blockages when the technician is onsite.
Please contact our Customer Service Department at 1-888-723-8682 for further assistance.