As easy as your alarm system is to use, it is comprised or many technical components all working behind the scenes to make your system run smoothly. When you do encounter a hiccup, many issues can be resolved by trying these fixes.
Please feel free to call us in regard to any questions you have about getting a security system installed here in California.
Q. I am unable to arm or disarm the system remotely.
To set up remote access, you will need to log in to your ADT Pulse portal and setup your system for remote access. Download ADT Pulse Apps on your mobile devices to remotely arm and disarm your security system from your iPhone, iPad or Android devices.
Q. If there is a problem, can you turn my system off from the ADT offices?
No. Your system is an independent unit and can only be turned off at your control. With ADT Pulse monitoring service you will be able to turn off your system remotely from your mobile devices with an Internet connection.
Q. My alarm went off accidentally, but I quickly put in the code and shut it off. I expected a call from ADT, but no one called. Why not?
The system allows a brief period, typically around 15 seconds, for you to turn off your system before an alarm signal is sent to the Customer Monitoring Center. This gives you enough time to cancel the signal and prevent a false alarm. Once you entered your code, the signal is canceled.
Q. The ADT Pulse system is supposed to send me a text message or email when my alarm system has been disarmed and armed. Why do the text messages sometimes arrive in a short period of time, and at other times they take longer to arrive?
The system sends the signals immediately. Due to the difference in networks, cellular connection and reception, it will take different amounts of time for a text messages to arrive.
Q. How do I know whether the desired action has occurred?
When making changes directly in the on-line portal or mobile app, you will see the status change. For verification of automated events, you can set up a text or email to confirm that an automated action has occurred.
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Q. Why does my keypad display "not ready"?
Your keypad is informing you that the alarm system is not ready to armed. Common reasons for this are that a door or window is not completely closed, a motion detector may be sensing movement, or a previous alarm has not been cleared out of the memory. Once you correct the condition, the alarm system will be ready to arm.
Q. Why does my keypad display "no ac"?
An alarm panel will normally display “no ac” when the system has lost electrical power and is running on the battery backup. The outlet should be checked to verify that it is operational and also make sure the power supply is plugged in. If the outlet is working properly, a service call may be needed.
Q. The touch screen sometimes goes offline and stops working. How can I keep this from happening?
The touchscreen uses a wireless connection to receive data. Check your WiFi signal to make sure the issue is not with your WiFi or try moving it a bit closer to the ADT Pulse gateway.
Q. How does the ADT touchscreen connect to the Internet?
The touchscreen connects to the Internet over a secure wireless Wi-Fi connection to the ADT Pulse Gateway that is shared with video cameras (if you have cameras installed). The ADT Pulse Gateway is connected to your broadband router.
Q. Does the touchscreen run on batteries?
The current Netgear touchscreen has a battery that keeps it alive for a short period of time when not plugged into an electrical outlet, and allows it to be moved from place to place.
Q. Can I move the touchscreen to a different location?
Yes. The touchscreen has a battery back-up that allows you to move it without any interuption. You will want to stay within 50 feet of the ADT Pulse Gateway.
Q. Since the system uses a touchscreen, why do I still need to have a standard push-button keypad for the security system?
A standard security system keypad gives you a point of control that is powered directly by the security system. The touchscreen may be moved around and unplugged, and does not have batteries intended for extended use during power outages and emergencies. In the event that a wireless touchpad loses power or a WiFi signal, it is important to have a keypad to control your security system that has a backup battery power supply.
It is also always good to have at least one keypad installed in a certain location of your home in case of an emergency when you need to press a police, medical or fire panic button.
Q. What batteries are used in a Motion Detector?
Most motion detectors take a 2 to 3 CR123A 3-volt Lithium batteries.
Q. What batteries are used for Door / Window Sensors?
Wireless door and window sensors use many different types of batteries. Simply remove the top of the door or window sensor to see what type of batteries are needed for replacement.
Q. I downloaded the app, but I can't log in. What do I do?
Either you do not have ADT Pulse service installed, or your user name and password are invalid.
Q. I installed a lamp module, but the lamp will not turn on.
Check to make sure the original switch – the one on the lamp or power cord – is always set to the "on" position. This way, the attached Z-Wave device can turn the lamp on and off. If the main switch has been placed in the off position, the lamp cannot be controlled by the Z-Wave device.
Q. Why can't I dim my light?
Check to make sure you are using only incandescent bulbs for all dimmable light modules. Fluorescent bulbs are generally not dimmable. This also applies to the CFL (compact fluorescent light) bulbs used in round bulb sockets. Only standard incandescent bulbs are dimmable. Also, there are two types of lamp modules – one that allows dimming and one that is strictly on/off. The one that says "Lamp Module" is a dimming lamp module. The one that says "Appliance Module" is an on/off lamp or appliance module.
Q. My Z-Wave devices are not working. They all appear in my web portal as being offline.
Check to make sure you don’t have any interference from 900MHz devices. Certain 900MHz baby-monitor camera systems and 900MHz cordless phones cause interference to Z-Wave systems. If the baby monitor is a 900MHz system, it will typically have a channel selector on both the camera and the monitor. For two-channel systems, move each selector to Channel B. For three-channel systems, move each selector to Channel C. If there is a channel selector on the cordless phone, try a different channel.
Q. How do I enroll a new Z-Wave device?
To enroll a new device, log in to your personal ADT Pulse website at https://portal.adtpulse.com with your user name and password. Once you have accessed your Status page, click the System tab. You will see an icon in the upper-right area labeled "Manage Devices." Simply select this icon and follow the installation wizard to enroll your device into the system.
Q. The camera sometimes goes offline and stops working. How can I keep this from happening?
The cameras use a wireless signal to communicate. If your WiFi connection is weak or inconsistent, it will affect the communication. Moving it a few feet closer to the ADT Pulse Gateway usually improves the signal to the camera, solving the problem. At times you may need to have ADT install a WiFi extender to "boost" the WiFi signal between the Pulse Gateway Hub and your ADT Pulse cameras.
Q, What do I do if my WiFi Camera says off-line?
Ifyour WiFi camera is not connected and is listed as ‘status unknown’ on your mobile app, touchscreen panel or web portal, your camera may be positioned ina WiFi dead zone or require a complete power restart.
To see other Frequently Asked Questions, CLICK HERE.
