Report a Problem

1. Beeping usually means the panel has a message for you, not an alarm. Most often a wireless sensor’s battery is getting low.
2. Touch the panel screen and open the message or alert that appears. Tapping Acknowledge or OK usually stops the beeping.
3. Read which sensor it names (for example “Front Door”) and write it down. Include that name in your report so Jim can bring the right battery.
4. Please don’t open the panel or pull it off the wall. If the beeping keeps coming back, that is fine to leave until Jim gets back to you.

All fixed? Great, you’re all set. Nothing else to do.

1. This means the panel had trouble reaching the monitoring center for a moment. It often clears up by itself.
2. Acknowledge the message on the screen to stop the beeping.
3. Check that the panel’s power adapter is plugged firmly into the outlet, and that the outlet is not controlled by a light switch.
4. Please don’t unplug or restart the panel. If the message is still there the next day, let Jim know.

All fixed? Great, you’re all set. Nothing else to do.

1. The most common reason is a door or window that is open. The panel will show which one.
2. Close that door or window firmly and try arming again.
3. If you know it is closed and want to arm anyway, the panel will offer to bypass that sensor when you arm. A bypassed sensor is not protected until the next time you arm, so only do this if you are comfortable with it.
4. If the same sensor keeps showing open when it is closed, include its name in your report.

All fixed? Great, you’re all set. Nothing else to do.

1. Make sure your phone is connected to the internet (try opening a web page).
2. Close the app completely, then open it again. In the App Store or Google Play, check for an app update.
3. Can’t log in? Use Forgot password or Forgot login on the app’s sign-in screen. Never share your password with anyone who calls or texts you.
4. If the app opens but your system shows as offline, check the panel itself: if its screen is working, the problem is usually just the app or your phone.

All fixed? Great, you’re all set. Nothing else to do.

1. First check that your home Wi-Fi is working (see “My Wi-Fi or internet is down” below).
2. If the camera plugs into an outlet you can reach easily, unplug it, wait 30 seconds, and plug it back in. Give it a few minutes to reconnect.
3. If you have a video recorder, you can restart it the same way.
4. If you recently changed your Wi-Fi name, password, or internet company, the camera needs to be reconnected. Jim can take care of that.
5. Please don’t climb a ladder to reach a camera. Send a report instead.

All fixed? Great, you’re all set. Nothing else to do.

1. Check that your home Wi-Fi is working. Restarting your modem and router (see the Wi-Fi item below) fixes many doorbell problems.
2. Press the doorbell button and see if it lights up. If there is no light at all, it may not be getting power; let Jim know.
3. If your indoor chime also stopped working at the same time, mention that in your report.
4. Please don’t take the doorbell off the wall or work on its wiring.

All fixed? Great, you’re all set. Nothing else to do.

1. The most common cause is low batteries. Yale locks run on AA batteries kept on the inside part of the lock, under the battery cover.
2. Replace all of the batteries at the same time with fresh, new alkaline AA batteries. Your user codes are normally kept when you change batteries.
3. If the lock works at the door but not from the app, give it a few minutes, then try the app again.
4. Locked out? If your lock has a key, use it. If not, call 631-807-1306.

All fixed? Great, you’re all set. Nothing else to do.

1. If the screen is blank and your thermostat uses batteries, replace them with fresh ones.
2. If the thermostat works on the wall but not from the app, check your home Wi-Fi and give the app a few minutes to catch up.
3. If the thermostat looks normal but the heat or air conditioning itself isn’t running, that is usually the heating or cooling equipment; your heating and cooling company is the best call for that.

All fixed? Great, you’re all set. Nothing else to do.

1. Your alarm panel has a backup battery, so it keeps working for a while during an outage. It may beep to let you know; acknowledge the message on the screen.
2. Cameras, doorbells, and Wi-Fi will usually go offline until power comes back. That is normal.
3. When the power returns, everything should reconnect by itself within a few minutes. The panel’s battery recharges on its own, and a low battery message can take up to a day to clear.
4. If the power is on in the rest of the house but the panel still says AC power loss, check that its power adapter is plugged firmly into the outlet.

All fixed? Great, you’re all set. Nothing else to do.

1. Unplug the power from both your modem and your Wi-Fi router (sometimes this is one box). Wait 30 seconds.
2. Plug the modem back in first and wait a couple of minutes for its lights to settle. Then plug the router back in.
3. Still down? Your internet company may be having an outage. Their phone number is usually on your bill or on a sticker on the modem.
4. Good to know: the alarm panel also has its own cellular connection, so it can keep reaching the monitoring center even when your internet is down.

All fixed? Great, you’re all set. Nothing else to do.