Troubleshooting your Sync Smart Home Alarm

Why does Alexa not reply to my voice commands?

Only the new Sync Alarm is compatible with Amazon Alexa. If you have an SR alarm that’s not compatible yet. Alexa integration at the moment is available through Yale custom skill. Soon we will also release smart home skill, more information about dates will be available soon.
Make sure the Yale smart living skill is enabled and you have linked your Alarm account to the skill. See the information above on how to enable custom skill.
You can ask for help inside the Yale smart living skill to know more on how to use the skill.
Say “Alexa, open Yale Smart Living” then say “Help”
To control devices through voice commands you need to use the device name you selected in the Yale Alarm app.
You can also ask Alexa your device name, say “Alexa, ask Yale Smart Living how did I name everything?”

Why aren't my devices teaching into my system?

This could be due to a number of reasons… Compatibility, interference, out of range, a faulty device, Internet connection.

Check the accessory you are learning has the correct prefix on the product code (for the Sync alarm all accessory codes will start with AC-).
Check your Sync Hub is connected to the Internet, and that there are no fault lights showing on the Hub.
Make sure your accessory is within a 200m range of the Sync Hub.

My Keypad arms but doesn’t disarm my alarm?

Please remove the keypad from the system then complete the following procedure:

Press the ‘Panic button A’ key followed by factory default Key Pad code ‘0000’ (this is different to your Control Panel PIN code).
Press the ‘Panic button A’ key followed by the ‘7’ key to set the Key Pad into Control Panel system mode (also known as secondary mode).
The LED will now flash slowly indicating it is in test (programming) mode.
Press the ‘Panic button A’ key followed by the ‘7’ key to set the Key Pad into Control Panel system.
Quit test mode by pressing the disarm key twice. The Key Pad code and mode setting has been completed. The KeyPad will now use the same PIN code that is set for the alarm.

My Panel says it's offline.

Check the connection going to your router. Then turn the hub and the router off together, swap the ports, and power both the router and hub back up together.

My panic button is not working.

Please press and hold for a least 5 seconds to activate.

Why can't I see all my devices on the app?

This is because the app and hub are not synced. To sync these please see the gif below.

How to sync your App to the hub:

Open 'System Information'
Press & hold 'SMS balance'
Under 'Refresh Panel', when it shows, click 'Tap to Refresh'

My app is showing battery missing/dead what does this mean?

This is because the backup battery is switched off. Please turn on the backup battery under the white rubber grommet.

Alarm regularly sounds, but no messages in-app. What is the reason for this?

Please ensure the tamper spring in the back of the siren is flush against the wall. You can add packing material to compress the spring if needed.

My alarm activates immediately when entering the property.

This is because your PIR Movement Sensor covering the door or the Door/Window contact on the door is set to Burglar.

Any sensor that is covering or connected to an entry point must be set to Entry. This will then trigger the countdown when the sensor is activated.

Follow the steps below to change it.

Go to settings/alarm settings/devices and select the sensor (PIR or Door/window sensor)
Select “Entry Zone” from the list
When correct press save

My PIR is not responding when I arm the system?

The PIR goes into sleep mode for two minutes. Please vacate the area covered by the PIR for a full 2 minutes before testing.

I haven’t set up my app within the 3-hour setup window. What should I do?

Disconnect the power supply from the hub, and switch off the backup battery. Wait 30 seconds and reboot.

I can’t register my Smart Home Alarm System to the app?

You have 3 hours from the time you turn on and connect the hub to the internet to register the app.

My Smart Hub is beeping every 30 seconds and also has an Orange light illuminated.

This means there has been an alarm activation, or there is a fault in the system. Please fully arm the system, then disarm. If the fault light is still on please go into the app and check if there are any faults with any of the devices.

Why is my alarm beeping every 30 secs with an amber circle around the Yale emblem?

This will be a fault in the system i.e. a low battery or a tamper fault. Please check the fault log in the App to see what the issues are.

I keep getting supervision failure.

Please ensure supervision is disabled in the settings app.

My hub won’t connect to the Internet.

Check all wires are connected and your router is connected to the internet, power down the hub including the backup battery and the router, then turn the hub and router back on. Try again to connect.

Why does my alarm keep triggering for no reason?

This could be a number of reasons… Consider the location and environment of the sensors, for example ensuring that the PIR Motion Detectors are not close to sources of heat. Ensure the devices are firmly mounted and that the tamper springs are firmly engaged in place.

My app won't load.

Please check your phone connection and ensure the latest app and firmware are downloaded to your device. Following this, please force close the app and re-open.

For Android users, please make sure you have Alarm app 2.0.0 version or later.
For iOS users, please make sure you have Alarm app 2.0.2 version or later

My Keyfob is not working.

Please make sure the switch on side of the Keyfob is switched on. A light will flash blue when you need to use it. When not in use please switch it off in order to save batteries.