Customer Service

Troubleshooting

Troubleshooting and repairs to your home security system can be easy to perform on your own. Minor issues, like sensor failure or low batteries, can be addressed with minimal support from Protect America technicians. In the event of equipment failure, customers can always call Protect America for immediate assistance.

Protect America provides the following guide to help troubleshoot any issues you might have with your alarm system. If you still need help after troubleshooting, please call one of our Protect America Technical Support Representatives at 1 (800) 951-5111, option 4.

Simon XT Main Control Panel

Customer CARE: 1-800-951-5111, Option 4

Customer Service

1-800-951-5111, Option 4

AC Power Failure

System Low Battery

System Time is not set

System time has been lost. Setting your clock:

  1. Open your Control Panel cover.
  2. Enter your 4 digit MASTER CODE using the red numbered keys.
  3. Press the CLOCK SET button.
  4. Press the HOURS and MINUTES buttons until the system states the correct time.
  5. Press the DONE button.
  6. Close the Control Panel cover.

Alarm In Memory

If an alarm has occurred it will remain in memory until cleared. Trouble beeps will start and the system status light will illuminate. Press the SYSTEM STATUS button twice to hear the status report. If an alarm is in memory the panel will respond with the Sensor # Name Alarm. (Example: "Sensor 1 Front Door Alarm").

To clear alarms in memory:

  1. Press the SYSTEM STATUS button. Listen to the status report.
  2. Press the DISARM button immediately.

Sensor Open

Sensor Low Battery

This condition occurs if a system sensor has a low battery. The sensor may still be communicating with the Control Panel. Trouble beeps will start and the SYSTEM STATUS button will light. Press the SYSTEM STATUS button twice to hear which sensor(s) have trouble. Sensor batteries can be replaced by the homeowner.

  1. Locate the sensor.
  2. Open the sensor.
  3. Replace the battery.

Which Battery do I need?

Failure-To-Communicate

Sensor Failure

This condition occurs if a sensor is not communicating with the Control Panel. Trouble beeps will start and the SYSTEM STATUS button will light. Press the SYSTEM STATUS button twice to hear which sensor(s) have trouble. Perform sensor tests.

  1. Open your panel cover.
  2. Enter your 4 digit master code.
  3. Press the TEST button once. The panel will announce SENSOR TEST. The panel will voice prompt you with a list of your programmed sensors. The panel will start with sensor # 1 and announce TEST SENSOR, SENSOR NAME. When the panel announces the sensor that you need to test, trip the sensor. (Use the instructions below on how to trip the devices.)
  4. Press the DONE button and close the cover. If trouble still exists please contact Protect America Technical Support at (800) 951-5111, option 4.

How to Trip your Security Devices:

Silencing Trouble Beeps

* Standard home security alarm monitoring agreement required with approved credit. Offer subject to change. Void where prohibited. Offer Expires: 10/31/2014

* Information used for home security alarm system comparisons was obtained November 2011 through telephone and online research. ADT prices: based on total out-of-pocket expense to obtain services; installation based on fees for similar home security equipment packages; "Monitoring" price listed includes the additional "warranty" or "extended service plan".

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