Door/Window Sensor not Responding

This article will help assist you to troubleshoot your door or window sensor when it is not responding.

• Verify the magnet alignment/gap size is less than 1 inch
• If the spacing is good, remove the sensor from the panel
• Re-add the sensor to the panel and see if this resolves your issue.

If the problem persists: do you know if the door or window is made of metal? If this is the case, there is a possibility that the metal is interrupting the sensor module communication. Following the steps below will help us figure out if the sensor communicates with the panel properly before installation:

1. Remove the magnet from the door frame or window
2. Separate the magnetic contacts, to imitate the open/close of the door
3. If the sensor is working properly, the panel will state the contact is open/closed
4. Swap the install location of the sensor, place the sensor with the magnet on the non-metal surface

If the problem persists, replace the battery in the sensor and imitate the open/close of the door. If it begins working properly with the battery replaced, the issue is resolved.

Door/Window Sensor Not Triggering

Troubleshooting Steps

• If you feel a sensor is not properly triggering we recommend testing the sensor. Note that if the sensor is not learned into the panel it will not register on the panel when you open or close the sensor.
  1. Perform a sensor test
  2. Move the panel closer to the sensor
  3. Replace the battery (CR2032)
  4. Verify that the sensor is located inside, away from the elements
  5. Verify the sensor and magnet are within 1" of each other when the door/window is closed.
  6. Make sure the sensor is not being bypassed while arming the system. You can view the history for your keypad and see if it is was bypassed.

Motion Sensor Not Triggering

Troubleshooting Steps

If you feel your sensor is not properly triggering we recommend testing the sensor. Your motion sensor will only trigger every 3 minutes unless you are using the tamper button on the top right-hand side of the sensor.

1. Perform a sensor test 
2. Replace the battery (CR123A)
3. Upon detecting motion, a motion sensor sends a signal to the panel and then enters sleep mode for 3 minutes. You must wait for 3 minutes before it will trigger again unless you press the tamper button on the top right side of the sensor.
4. Verify that the panel has not defaulted to Stay Mode if you are testing the motion sensor by arming the system away
5. Verify the motion sensor is oriented properly. The "TOP" sticker on the back of the mounting plate should face upward
6. Adjust the sensor for better coverage
7. Move the panel closer to the sensor

Smoke/Carbon Combo Detector Not Triggering

Troubleshooting Steps

If you feel a sensor is not properly triggering we recommend testing the sensor. Note that if the sensor is not learned into the system, the panel will not respond when you press the test button on the sensor.

1. Perform a sensor test
2. Replace the batteries (2x CR123A)
3. Move the panel closer to the sensor

If the sensor is working properly you will see "your sensor has been triggered successfully." Keep in mind, for Smoke/Carbon Combo detectors, testing only verifies the communication of the sensor. To test actual elemental detection these sensors must be exposed to the designed environmental occurrence.

Smoke/Heat/Freeze Detector Not Triggering

Troubleshooting Steps

If you feel a sensor is not properly triggering we recommend testing the sensor. Note that if the sensor is not learned into the system, the panel will not respond when you press the test button on the sensor.

1. Perform a sensor test
2. Replace the batteries (AAA)
3. Move the panel closer to the sensor

If the sensor is working properly you will see "your sensor has been triggered successfully." Keep in mind, for smoke/heat/freeze detectors, testing only verifies the communication of the sensor. To test actual elemental detection these sensors must be exposed to the designed environmental occurrence.

Carbon Monoxide Detector Not Triggering

Troubleshooting Steps

If you feel a sensor is not properly triggering we recommend testing the sensor. Note that if the sensor is not learned into the system, the panel will not respond when the sensor is triggered.

1. Perform a sensor test
2. Replace the battery (CR123A)
3. Move the panel closer to the sensor

Flood + Freeze Sensor Not Triggering

Troubleshooting Steps

If you feel a sensor is not properly triggering we recommend testing the sensor. Note that if the sensor is not learned into the system, the panel will not respond when you trigger the sensor.

1. Perform a sensor test
2. Replace the battery (CR2450)
3. Move the sensor closer to the panel

If the sensor is working properly you will see "Your sensor has been triggered successfully." When testing the sensor it will only verify the communication of the sensor. To test actual elemental detection these sensors must be exposed to the designed environmental occurrence. To test the freeze detection of the flood/freeze sensor, place the sensor in a freezer for 15 minutes.

Medical Pendant Not Triggering

Troubleshooting Steps

If you feel a sensor is not properly triggering we recommend testing the sensor. Note that if the sensor is not learned into the panel it will not register on the panel when you try to trigger the sensor.

1. Perform a sensor test
2. Verify that you are holding the button down for 5 seconds
3. Replace the battery (CR2032)
4. Move the sensor closer to the panel