1. What is the difference between Stay and Away Mode?
Stay mode is the setting used when you will be staying at home. The stay mode setting will activate each sensor in the home with the exception of any motion sensor. Away Mode will activate all sensors, including the motion sensor.

2. How is the Stay Mode activated?
If the key pad or panel is the Simon XT, simply press the doors & windows button. If the system is the Concord, press the stay button.

3. How is Away Mode activated?
If the panel or key pad is a Simon XT, first press the doors & windows button, then press the motions button. If the key pad is a Concord, press the away button.

4. How is the system deactivated?
If the panel or key pad is a Simon XT, simply enter the 4-digit access code and the system will shut off. For the Concord, first press disarm, then enter the 4-digit access code.

5. What does the Green Light on the key pad indicate?
The green light is an indicator that the system is ready to arm. If the green light is not on, then the system is not ready to arm, meaning a door or window is open. It could also mean that the motion sensor is detecting some type of motion or body heat.

6. What is the Orange Light on the key pad indicate?
The orange light indicates that the system is armed.

7. How do motion detectors work?
Our PIR (Passive Infrared) motion detectors frequently take a snapshot of the heated surfaces in the room. The multiple tiny windows give the detector a peculiar view, similar to a fly or spider. If a heat source moves from one window to another, the motion recognizes the movement and will sound the alarm. If the motion is rated for animal movement, it will ignore the heat sources under a certain height up to a certain number of windows wide. It senses animals 40–80 pounds in weight.

8. How long does it take for the motion detectors to arm?
Most systems are defaulted to an exit delay of 60 seconds. At that point the motions should be ready to send signals. In some cases, to conserve battery, the motion will go into a type of sleep mode. In this mode it will not send a signal every time motion passes. It will allow a 3–5 minute sleep mode.

9. How do I change my entry delay time?
Please call our technical department for help changing your entry delay time.

10. How do I change my exit delay time?
If you want to make any changes to your entry or exit delay, you should call for help at technical support. A technician will be able to better coach you through the process.

11. Can I change the brightness of the panel?
For the Concord, press 9+master code, then press 043. From here you can select one of the following: Off=0 +#, Low=1+#, Medium=2+#, High=3+#.

12. How can I change the volume on my Concord keypad?
The Concord keypads don’t have a volume adjustment, but you can adjust the pitch of the beeps. Hold down the buttons * and 0 at the same time until you hear a beep. Then press and hold 1 to lower the pitch. Press and hold 2 to raise the pitch. You can look up this procedure in the user’s manual on page 16.

13. How does my “Ring, Hang, Ring” work?
This feature allows you to arm and disarm your system over the phone, if your system is connected to a phone line. The tech needs to turn this option on. Once it’s on, you can call your home phone and let it ring 10 times or let it ring once, hang up, and then call it again. To review your options, refer to the user’s manual (page 16 for the Simon XT and page 35 for the Concord).

14. Where is my tech?
The technicians usually work in blocks. The morning block runs from 8am-12pm, the afternoon block from 1pm-5pm, and the late crew runs from 3pm-10pm. In the case of an unexpected workload, the technician may run a little late. The tech will call you or the corporate office to let them know that they are behind schedule.

15. My tech didn’t come at the appointed time.
Please call 888-507-7683 and talk to a representative from the scheduling department who will give you a status update as to the whereabouts of your tech.

16. What does the low battery signal on my panel mean?
If the power in your home has gone out for an extended period of time, the panel will initiate a LOW BATT signal that alerts the monitoring station on the status of the panel. The monitoring company will then contact the customer to make sure they are aware of the power situation. Once the power returns, the panel will automatically begin to recharge the backup battery. This may take as long as 8 hours. If the panel battery takes longer than 8 hours to recharge, contact us for further troubleshooting.

17. The alarm indicates that my door is open, but it’s not.
The technician may have wired up the door or window contact to the sensor screws before programming it into the panel. This may cause the panel to be confused and will switch the status of the door. This may be corrected by un-programming the sensor, unscrewing the wires, reprogramming the sensor, and then reconnecting the wires. You may require help from a service technician.

18. My keyfob isn’t working.
First double-check your keyfob. Make sure you are holding down the button for 3 seconds. On some GE keyfobs, a little red light near the top of the key remote will turn on, indicating that it has sent a signal. If the light turns on but the panel doesn’t respond, there may be a problem in the programming. Call us to troubleshoot the system over the phone.

19. The tech forgot to install ______________.
Call your security system provider to double check the contract and make sure the missing device was on the original contract. If it was on the contract, they will check the signal history to ensure it was never installed. In this case, we will send a technician to install this device free of charge.

20. Monitronics said I should call you.
Due to our partnership with Monitronics™, there may be some account issues we may be better equipped to handle. Please contact us in these cases and we’ll be more than happy to help.

21. The light isn’t on my motion sensor. Is the motion detector still on?
Yes. Since wireless motion detectors are powered by batteries, they conserve power by automatically turning off their lights. If there is an issue with the sensor directly (ie., the cover isn’t on properly), it will light up.

22. Why does my system switch to stay when I have set it to away?
The system is designed this way to prevent false alarms. If a door is not opened and closed during the arming process, the panel will think someone is still in the home. It will switch the mode to stay to prevent the motions from reporting the person who’s still in the home.

23. Why doesn’t my siren go off during an alarm?
Your program may be set up not to signal the alarm. Contact your security system provider for troubleshooting help.

24. What is the master code?
The master code is the 4-digit number you use to disarm the system.

25. Do I give my verbal password when they call in to check on me?
Yes. In the event of a false alarm, they will only cancel a dispatch once the verbal password has been spoken exactly. If the correct password isn’t given, the monitoring company will continue with protocol and send the police dispatch.