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Sat, Mar 28, 2020 1:48 PM

Motion Sensors not working in home mode

hi

just purchased and have set everything up and each motion sensor works when i test them but when i then turn the alarm on and walk about in front of them they don't trigger the alarm, even when i wave my hand in front of them.  sometimes they eventually go off after about a minute or so but this seems a ridiculously long wait time.  i've tried deleting them and re-adding them but it makes no difference.  in contrast i can see my 20 year old alarm's motion sensors flashing immediately when i step into the rooms but the SS ones do nothing.

Note i have set them to alert in Home Mode as i want to use Home Mode at night downstairs while we are asleep, so i am turning the alarm into Home mode to do this testing.  any ideas?

(Have to say i'm very disappointed that I can't view activity etc via the app but that's a different matter - bad first impression tho folks)

thanks

Captain

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4.6K Messages

2 y ago

@anslwithers congrats on your new SS3 system. You will enjoy it for many years to come. I have been a customer for 8 years (in two weeks) and had SS2 and now SS3.  

First, the motion sensors should be tested with the system off and pushing the test button on each of the motion sensors, one by one, and hear the base say "motion sensor" after you clap your hands.

Second, via the keypad, make sure all of your motions are set to instant trigger.  

Third,  I believe you do not have monitoring but if you do, call COPS monitoring and put your entire system in test for an hour after you put the system in test via the keypad.

Fourth,  Arm your system home, but stay one area of the house not covered by a motion sensor. Now this is important: Do not move or go anywhere for at least 3-5 minutes. Then go into the first area covered by a MS and it should go off very quickly. Shut off your alarm, wait 30 seconds, rearm, go to your 2nd area etc.

If you have an issue with covered, check the sensitivity switch and move to high.

Still having issues, call support. they are very good with troubleshooting. Note motion sensors take a minute or two to "warm up" recording the temparature of the area they are covering.

Hope this helps.

3 Messages

2 y ago

thanks Captain11, very useful and you've confirmed what i had just figured out (and support failed to highlight), that the sensors take a few minutes to "warm up".  i was arming the system then instantly moving and expecting them to react.  i found waiting for a minute or 2 as you suggest meant they went off adequately quickly.

thanks again, really appreciate it as i was just pondering sending them back.  don't suppose you or others have advice on how to trigger a firmware update.  i've noticed we're on 1.2 & 1.3 for keypad and base station respectively.  i rang support but he was unable to help.

(and yes i'm not on monitoring yet - just getting to it)

Captain

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4.6K Messages

2 y ago

@anslwithers don't give up on SS yet. I have placed dozens of systems and all work fine --- issues now and then and I can assure former coworkers, neighbors, friends and especially family let me know when things go south...which luckily is rarely. With support around the holidays (nov - early feb) support is greatly expanded, thereby newer, less experienced agents you may have gotten. in the future, if you get a "I don't know" or "beats me", politely asked to have your call escalated. There are many great people in support and I almost always get what I need when I call.

You are on older versions and a phone call to Support (sorry about that) and they can make sure you get it. Once you do, make sure you put your keypads (all of them, one by one) next or near your base to get it to update the base and then keypads accordingly.

Also, if you are on the 24.99 interactive plan, you have chosen wisely in my opinion as it is the best bargain in the industry. the phone app is awesome and I hardly use the web based portal.  Also, Visual Authentication with the cameras is very good. I have 3 simplicams and the doorbell and all work fine with my Google WIFI mesh system. House is a two story colonial, with attached garage and full basement and no connection issues. I have ATT Uverse for internet, 75 down and 20 up.

Post any other questions, there are many here anxious to provide assistance.  Have a great weekend and be safe.

PS I have been occasionally been accused of working for SS. I can assure you I do not. If you use a google site search for the forums, you will quickly see when needed, I do call them out to improve.

3 Messages

2 y ago

thanks, i'll give them another call