Security Alarm Troubleshooting Tips

Failure to Communicate

Your system keypad will notify you (sound alert and/or message on the keypad window) indicating that it has a trouble condition for a “failure to communicate” or “phone line fault”. This requires you test your system with the central station before you schedule a service a service call. Testing the system will help you identify whether the problem still exists or whether it was just a momentary glitch. When testing your system, follow these steps:

Advise the monitoring center you will be testing your alarm:

• Call the Monitoring Center with your account number or address of location. They will request your name and password for identification purposes.
• Request the operator put your system in “test mode”. Notify them you will be testing your alarm system and will call them back upon completion of the test.
• Arm your alarm system on AWAY mode, just as if you were leaving your location.
• Wait for the delay time to expire (typically about 30 seconds).
• Go to a door that is secured by the alarm and open the door. This will trip an alarm signal with the monitoring center. As your system is in test mode, they will not call you or dispatch the police. If your system has a siren installed it will sound when you trip any alarm device.
• Once you have tripped one or more alarm devices, wait 45 seconds and then disarm your alarm system. You may need to disarm your system twice in order to clear the alarm memory. The siren will continue to sound during this time and is very loud so please be sure to have pets or anyone else that may be sensitive to this noise out of the location prior to testing.

Confirm the results with the monitoring center:

• Contact the Monitoring Center. You will need your account number or address of the alarm location so they can look up your customer account. They will also request your name and password for identification purposes.
• Ask the Monitoring Center to verify they have received a successful test of the alarm system by providing you with the alarm signals received.
• Ask the operator to take your account out of test mode.
• If signals were received then no further action is required; however, if signals were not received then you will need to call the Customer Care Center to schedule service.

Power Failure

If your system keypad indicates that it has lost power, but to your knowledge you have had no power outages, please follow these steps:

Note: It is recommended that you contact the Monitoring Center and put your system in test mode prior to unplugging the power source from the outlet.

• Locate the transformer that powers your system. The transformer is located where the alarm control panel is installed (not the keypad). The transformer may be colored white or tan, and will be plugged into the nearest electrical outlet by your alarm panel. A wire from the transformer will run to the alarm panel.
• Once you have located the transformer, check and verify that it is plugged in and if so, check the wiring on the transformer to make sure that the wires are connected well and intact. This wiring is low voltage (12-24 volt) so there is no danger to you.
• If the transformer is plugged in and the wires are intact, then unplug the transformer and check the outlet by plugging in a lamp or other device to make sure that the outlet has power.
• If you have determined that the outlet does have power, you will need to call the Customer Care Center to schedule a service call and have your system checked as the transformer may be inoperative. If the outlet does NOT have power then you may want to check the circuit breaker in your electrical panel in the event that one of them may have tripped. If you are not able to correct the problem through a breaker switch then unplug the transformer and use an extension cord plugged into a nearby working outlet and connect this to the transformer. This will temporarily allow you to be protected by your alarm system. We suggest contacting an electrician to service the non-working outlet.

Low System Battery

Note: It is recommended that you contact the Monitoring Center and put your system in test mode prior to changing the battery.

If your system keypad indicates that it has a “low battery” and you have confirmed that it is from the main panel and not a wireless transmitter that has a low battery, you can replace it simply by removing the system battery (disconnect red lead and black lead, not in any specific order) and take the battery to your local Allied office for replacement. We suggest calling us first to make sure that we have the correct battery in stock. (Please note: It may take 4-12 hours for a “new” battery to come up to a full charge as they are not always at a full charge when you purchase them.

Phone Line or Telephone System Changes

If you have made any changes to your phone line, phone service or telephone provider we strongly suggest you test your alarm system with the Monitoring Center to ensure that the phone line/service changes have not affected your alarm system. Follow these steps for the following providers/services:

• Comcast: Test your alarm with the Monitoring Center (test procedure listed above). If signals are not received the phone line may need to be re-wired and you will need to schedule service by calling the Customer Care Center.
• Verizon FIOS: Test your alarm system with the Monitoring Center (test procedure listed above). If no signals are received you will need to schedule a service call with the Customer Care Center as the phone line may need to be re-wired or you may need to install an alternative  means of communication such as a cellular device.
• Time Warner: Test your alarm system with the Monitoring Center (test procedure listed above). If no signals are received you will need to schedule service with the Customer Care Center as the alarm system may need to be programmed or you may need to install an alternative means of communication such as a cellular device.