FAQ’s

General Questions

Q: Why is my door sensor admitting false detection? 

Q: Why is my motion sensor admitting false detection?

Q: Why does InfoMedia not respond to my alarm activation?

Q: Why will my system not arm?

Q: Why is it when I arm my system to Away, it reverts back to the Stay Mode?

Q: If my power in the home goes out, will my alarm system still work? 

Q: How long will my siren sound during an alarm?

Q: Will the alarm system work with VOIP/Digital Phones?

Q: What is covered under the one year warranty?

Q: What if I am thinking about changing phone providers?

Q: Is there a cost to move equipment? What if I am making renovations to my home?

Q: How do I test my system?

Q: What does a zone tamper mean?

Q: When arming the alarm system from the website or phone will the system sound when armed or disarmed?

Q: There is a door/window showing open on the website but there is nothing open at the premises?

Q: I left a door open at home, am I still able to arm my system from the website/mobile device?

Q: When trying to access the log in screen, I get a “page not found error.”

Q: I am able to get to the log in page when I enter my user name and password the page doesn’t load.

Q: I don’t remember my User Name or Password.

Q: What mobile devices are compatible to get the alarm.com application?

Q: Where do I go download my mobile app?

Q: I’m not receiving email, text or any notifications from my Alarm System?

Q: I added a user code to the control panel using the keypad. Why doesn’t it show up on the website?

Q: What is the difference between an Alarm and Normal Activity?

Q: What does it mean when a motion sensor shows an “Activated” or “Idle” status?

Q: I tried to arm my system through the website and it says “arming failed”. What’s the problem?

Q: When trying to download the history from the website when I try to open the document I get an unable to open error?

Q: Receive a unit not responding notification?

Q: Receive a hardware failure notification?

Q: Can I change my user login id?

Q: I armed my system the alarm.com app, but the system is showing disarmed. What does this mean?

Q: Why do I have a yellow trouble light on my GE keypad?

Q: There is a number displaying on my keypad, what does that mean?

Q: I set off my smoke detector and now I have a yellow trouble light on my GE keypad?

 

 

Q: Why is my door sensor admitting false detection?

A: Our technicians are trained to install the door contacts in your home to pick up small amounts of movement, to provide you with the most protection. At times, if the door does not close tightly, someone pushes on the door or strong winds occur, the movement of the door may trigger the alarm system.

Q: Why is my motion sensor admitting false detection?

A: The motion sensors in your home are designed to pick up motion, and in some cases heat. Pets, ceiling fans, plants, and curtains are common causes of false detection with motion sensors.

Q: Why does InfoMedia not respond to my alarm activation?

A: The alarm system uses your phone to communicate the alarm signals. If your phones are down, or you have made phone changes a test needs to be completed to ensure your system is communicating correctly. This test can be completed by calling our office.

Q: Why will my system not arm?

A: Your system will not arm if any protected doors or windows are open. Please ensure all protected doors and windows are closed. If you are still having trouble arming, please call InfoMedia for further assistance

Q: Why is it when I arm my system to Away, it reverts back to the Stay Mode?

A: On our GE/Caddx systems, when arming to Away, the system expects you to leave the home. If it does not have a door opened and closed during the disarm period, it will revert back to the Stay mode to prevent false alarms from your motion sensor.

Q: If my power in the home goes out, will my alarm system still work?

A: Yes. Your system will function exactly as normal while running on the backup battery. It will go into a power saving mode to conserve the battery. This includes turning off the keypad until a button is pressed. Be aware, if you have digital phones, your phone lines may not work, preventing your system from communicating.  InfoMedia also offers a cellular unit, which does not require a phone in the home.

Q: How long will my siren sound during an alarm?

A: The siren will sound for 8 minutes after the zone is triggered. If another zone is triggered, the 8 minute period will begin again.

Q: Will the alarm system work with VOIP/Digital Phones?

A: The alarm system will work with the some of Digital Phone providers.  Once your phone lines are converted to digital please call our office to perform a test on your system to make sure your panel is still communicating. InfoMedia also offers a cellular unit, which does not require a phone in the home.

Q: What is covered under the one year warranty?

A: Our one year warranty covers normal wear and tear on the system, defective parts, and general system troubles. It does not cover batteries, phone changes, intentional damage, or acts of nature.

Q: What if I am thinking about changing phone providers?

A: There are several phone providers that are compatible with alarm systems. If you are thinking of changing, call our office before changes are made to run a test on your system. Once the changes are complete, while the phone tech is still at your home, call again to ensure your system is still communicating correctly.

Q: Is there a cost to move equipment? What if I am making renovations to my home?

A: Yes. Please contact our office for information on labor changes.

Q: How do I test my system?

A: Please call our office to run a test. They will walk you through the test to ensure all aspects of your system are functioning correctly.

Q: What does a zone tamper mean?

A: Each contact on the alarm system has internal protection. If a cover is loosened, removed, or broken, the system will report a tamper condition on the keypad and to the Central Station. This condition will cause a police dispatch if we are unable to confirm the safety of individuals in the home.

2Gig Systems

 

Q: When arming the alarm system from the website or phone will the system sound when armed or disarmed?

A: Yes, the alarm system will still sound when armed or disarmed.

Q: There is a door/window showing open on the website but there is nothing open at the premises?

A: When at the premises, check the zone that is showing open; try opening and closing the door/window to ensure that it is properly closed. If this does not correct the issue, please contact InfoMedia for further troubleshooting or schedule a service visit.

Q: I left a door open at home, am I still able to arm my system from the website/mobile device?

A: Yes, you are still able to arm the system. The system will automatically bypass the open zone to allow arming of the system.

Q: When trying to access the log in screen, I get a “page not found error.”

A: Check to make sure the web address is correct. Ensure that internet connection is active.

Q: I am able to get to the log in page when I enter my user name and password the page doesn’t load.

A:

  • Ensure ‘pop up blocker’ isn’t enabled.’ If so you will need to disable this to gain for access to the website
  • Confirm the Log In and Password is entered in correctly
  • Refresh the website and re-enter the User Log In and Password

 

Q: I don’t remember my User Name or Password.

A: If you forgot your user name click on the ‘login help?’ link.

  • For User Name enter your email address and your user name will be emailed to you.
  • For Password enter your user name, you will then have to answer your security questions. If you do not remember the answer to your security question contact InfoMedia to reset your password.

 

Q: What mobile devices are compatible to get the alarm.com application?

A: All iPhone phones and iPads are compatible. Android phones must be using Android 2.0 operating system or greater .

Q: Where do I go download my mobile app?

A: For iPhone/iPad users go to iTunes and search “alarm.com” for your free download of the App. Android users can search for “alarm.com” in the Android market.

 A: Log onto your manufacturer’s website and check for correct current software update or you can bring your phone into the nearest service store location for your service provider and have them update your phone to the most current software release.
Q: I’m not receiving email, text or any notifications from my Alarm System?

A: Verify that the notification feature is enabled for your system. When log into your account go to the ‘settings’ tab, then “push notifications” and confirm that you have notification enabled.

  • Confirm that you have the correct email address listed to be notified on.
  • If not receiving text notifications confirm that your phone number to be text is correct.
  • If information is correct, please contact InfoMedia

 

Q: I added a user code to the control panel using the keypad. Why doesn’t it show up on the website?

A: The website does not display User Codes that were programmed into the control panel directly. User Codes created directly at the control panel may replace User Codes reflected on the website, but the website will not show the change. If you would like the website to reflect accurate User Codes, we recommend that you use the website exclusively when making changes to your panel User Codes. To change User Codes through the website, go to Security >> User Codes

Q: What is the difference between an Alarm and Normal Activity?

A: Alarms are events that require immediate attention and sometimes action. Any time a sensor detects activity when it is armed is an Alarm. Alarms usually cause the siren to sound and can be reported to a central monitoring station. Normal Activity includes any activity detected that is not an Alarm because the sensor was not armed when the activity was detected. When a door opens and the system is not armed, that is Normal Activity.

Q: What does it mean when a motion sensor shows an “Activated” or “Idle” status?

A: Whenever a motion sensor detects activity, it tells the panel. The motion sensor reports activity regardless of the panel arming state. If no activity is detected then the idle status will show.

Q: I tried to arm my system through the website and it says “arming failed”. What’s the problem?

A: If your system is already armed, additional arming commands sent through the website will fail. For example, if your system is currently in Arm Stay mode, a website command to change it to Arm Away mode will fail. You must first disarm the system through the website, and then send the Arm Away command. Likewise, if the system is in Arm Away mode, a website command to change it to Arm Stay mode will fail. Rule of thumb: You cannot switch from Arm Stay to Arm Away mode and vice versa through the website. You must always disarm the system first, and then arm it to the desired mode.

Q: When trying to download the history from the website when I try to open the document I get an unable to open error?

A: Make sure you are using the correct document viewer to open the downloaded file, ex: Microsoft Word, Notepad or Web-Browser depending on the file choice selected to download the file.

Q: Receive a unit not responding notification?

A: You can receiver this message because of a variety of things:

  1. The Panel lost power for an extended period and the panel battery is drained, therefore the Alarm.com radio cannot transmit.
  2. The radio has been tampered with, destroyed, disconnected or has otherwise malfunctioned.

*Check the following above, if all checks out ok contact InfoMedia for further troubleshooting or schedule a service visit .

Q: Receive a hardware failure notification?

A: Confirm that the devices at the home are not being tampered with. If you just changed a battery to a device insure that the cover to the device is placed back on securely.

Q: Can I change my user login id?

A: Your login id is computer generated. You can login into the alarm.com website, and select “Manage Logins” under the “Profile” tab. There you      can create additional login ids. The passwords for the new ids are mailed to the email address you assign to each id.

Q: I armed my system the alarm.com app, but the system is showing disarmed. What does this mean?

A: There may be a delay in arming. If the system does not arm, please call the InfoMedia for further assistance.

GE/Caddx Security Systems

 

Q: Why do I have a yellow trouble light on my GE keypad?

A: There are various things that can cause a trouble, the most common being a trouble with the phone lines. If your home phone is working, please call InfoMedia for assistance or to schedule a service call.

Q: There is a number displaying on my keypad, what does that mean?

A: The number on the keypad matches with a zone in your home. If a door is open, or something moves in front of the motion, the system will indicate the zone has been triggered.

Q: I set off my smoke detector and now I have a yellow trouble light on my GE keypad?

A: After the smoke has cleared the home, on your keypad, press * 7, then your code to reset the smoke detector.