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Frequently Asked Questions
In order to help you find the answers to your questions as fast as possible SafeTouch Security has compiled a list of freqently asked questions. Click on a question below to find the answer.
Question 1: What telephone providers will work with my alarm?
Question 2: Can changing telephone providers cause problems with my alarm?
Question 3: What should I do if my telephone is not working?
Question 4: How can I set up my alarm with the internet monitoring?
Question 5: What is cell plus?
Question 6: What is a radio backup?
Question 7: Will my alarm still work if my power goes out?
Question 8: How long will my system’s backup battery last?
Question 9: How am I supposed to do the required monthly testing?
Question 10: How do I test my glass break?
Question 11: How do I test my smoke detector?
Question 12: I think my smoke detectors are beeping.
Question 13: My clock is showing the wrong time.
Question 14: How do I change my codes?
Question 15: How do I find out why my trouble light is on?
Question 16: How do I change my batteries?
Question 17: What is radio trouble?
Question 18: Why did my system stop talking?
Question 19: Why does my motion cause a false alarm even when there is no one inside?
Question 20: Why does my keypad show memory on it?
Question 21: Part of my contact fell off and the zone is showing open?
Question 22: How can I arm my system with a window open?
Question 23: If I am adding on to my home can I add on to my existing security system?
Question 24: Is there anything I need to do when I replace my windows?
Question 25: Can I secure a storage unit outside?
Question 26: How do I change my contact information?
Question 27: What do I do when I go on vacation?
In order to help you find the answers to your questions as fast as possible SafeTouch Security has compiled a list of freqently asked questions. Click on a question below to find the answer.
Question 1: What telephone providers will work with my alarm?
Answer:
AT&T or Comcast for Jacksonville customers. Others, coming soon.
AT&T or Comcast for Jacksonville customers. Others, coming soon.
Question 2: Can changing telephone providers cause problems with my alarm?
Answer:
Phone and cable companies connect their phone lines in different ways. Once changes have been made you will need to test your alarm, however most cases will require a service call. Please refer to our monthly testing procedures for testing.
Phone and cable companies connect their phone lines in different ways. Once changes have been made you will need to test your alarm, however most cases will require a service call. Please refer to our monthly testing procedures for testing.
Question 3: What should I do if my telephone is not working?
Answer:
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.
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.
Question 4: How can I set up my alarm with the internet monitoring?
Answer:
Internet monitoring is compatible with all systems except Linear. You will need a high speed internet connection and a router installed at time of service call. An ATA is a device used to convert your internet signal so it will be able to communicate with our central monitoring station, thus eliminating the need for a telephone line.
Internet monitoring is compatible with all systems except Linear. You will need a high speed internet connection and a router installed at time of service call. An ATA is a device used to convert your internet signal so it will be able to communicate with our central monitoring station, thus eliminating the need for a telephone line.
Question 5: What is cell plus?
Answer:
Cell plus will send you an email or text message when your system is armed and disarmed. It also informs you who armed or disarmed your system as well as what time it was armed and disarmed.
Cell plus will send you an email or text message when your system is armed and disarmed. It also informs you who armed or disarmed your system as well as what time it was armed and disarmed.
Question 6: What is a radio backup?
Answer:
Radio backup will send us a signal when an alarm occurs even if the phones are cut or not working.
Radio backup will send us a signal when an alarm occurs even if the phones are cut or not working.
Question 7: Will my alarm still work if my power goes out?
Answer:
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.
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.
Question 8: How long will my system’s backup battery last?
Answer:
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.
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.
Question 9: How am I supposed to do the required monthly testing?
Answer:
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. Click here for further insturctions.
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. Click here for further insturctions.
Question 10: How do I test my glass break?
Answer:
Call for service.
Call for service.
Question 11: How do I test my smoke detector?
Answer:
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 protection your keypad should let you know.
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 protection your keypad should let you know.
Question 12: I think my smoke detectors are beeping.
Answer:
A beeping smoke 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 the beeping it is most likely one of your house smokes detectors which we can not service. Most smoke detectors use a 9 volt battery which can be purchased anywhere batteries are sold and can be easily replaced.
A beeping smoke 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 the beeping it is most likely one of your house smokes detectors which we can not service. Most smoke detectors use a 9 volt battery which can be purchased anywhere batteries are sold and can be easily replaced.
Question 13: My clock is showing the wrong time.
Answer:
Refer to system manual for resetting.
Refer to system manual for resetting.
Question 14: How do I change my codes?
Answer:
In addition to the master code most systems offer secondary user codes. 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.
Question 15: How do I find out why my trouble light is on?
Answer:
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.
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.
Question 16: How do I change my batteries?
Answer:
Your system back up battery is located in your main control panel and can be easily replaced. Remove the old battery and re connecting 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 9 volt 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 press test, enter code and press off again.
Your system back up battery is located in your main control panel and can be easily replaced. Remove the old battery and re connecting 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 9 volt 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 press test, enter code and press off again.
Question 17: What is radio trouble?
Answer:
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.
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.
Question 18: Why did my system stop talking?
Answer:
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.
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.
Question 19: Why does my motion cause a false alarm even when there is no one inside?
Answer:
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.
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.
Question 20: Why does my keypad show memory on it?
Answer:
The alarm memory let’s you know what zone caused the alarm. To reset, arm and disarm the system.
The alarm memory let’s you know what zone caused the alarm. To reset, arm and disarm the system.
Question 21: Part of my contact fell off and the zone is showing open?
Answer:
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.
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.
Question 22: How can I arm my system with a window open?
Answer:
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.
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.
Question 23: If I am adding on to my home can I add on to my existing security system?
Answer:
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.
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.
Question 24: Is there anything I need to do when I replace my windows?
Answer:
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.
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.
Question 25: Can I secure a storage unit outside?
Answer:
Outdoor storage areas can be contacted but will have to be hardwired into your system thru conduit. A 1 or 2 inch PVC pipe with a pull string must be ran 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.
Outdoor storage areas can be contacted but will have to be hardwired into your system thru conduit. A 1 or 2 inch PVC pipe with a pull string must be ran 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.
Question 26: How do I change my contact information?
Answer:
Your information including name, address, password, and updated contact information can be faxed, emailed, or brought directly to one of our offices.
Your information including name, address, password, and updated contact information can be faxed, emailed, or brought directly to one of our offices.
Question 27: What do I do when I go on vacation?
Answer:
If you are going to have a house sitter, let our monitoring station know the name and password for that person. You can also set them up a temporary code if desired. Make sure the house sitter is familiar with the operation of your alarm system. It is also recommended to make sure your contact information is up to date and we have a way to contact you in case of an alarm. Unless noted we will still contact you if a break in occurs.
If you are going to have a house sitter, let our monitoring station know the name and password for that person. You can also set them up a temporary code if desired. Make sure the house sitter is familiar with the operation of your alarm system. It is also recommended to make sure your contact information is up to date and we have a way to contact you in case of an alarm. Unless noted we will still contact you if a break in occurs.