Troubleshooting the Sync Smart Home Alarm

Troubleshooting FAQ's

• Why does Alexa not reply to my voice commands?

  1. Only the new Yale Sync Alarm is compatible with Amazon Alexa. If you have an SR alarm that is not yet compatible, Alexa integration is currently available through the Yale custom skill only. Yale has indicated that additional smart home skill options may become available in the future.
  2. Make sure the Yale Smart Living skill is enabled and that you have linked your Alarm account to the skill. See the setup instructions for enabling the custom skill.
  3. You can ask for help within the Yale Smart Living skill to learn more about how to use it.
  4. Say:
     • "Alexa, open Yale Smart Living"
     • Then say "Help"
  5. To control devices through voice commands, you must use the device names that you selected in the Yale Alarm app.
  6. You can also ask Alexa for your device names by saying:

  "Alexa, ask Yale Smart Living how did I name everything?"

• Why aren't my devices learning into my system?

  This could be due to a number of reasons, including compatibility issues, interference, being out of range, a faulty device, or an internet connection problem.

  • Check that the accessory you are learning into the system has the correct prefix on the product code. For Sync Alarm accessories, all accessory codes should start with AC-.

  • Check that 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 Key Pad from the system, then complete the following procedure:

  1. Press the 'Panic button A' key followed by the factory default Key Pad code '0000' (this is different to your Control Panel PIN code).

  2. 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).

  3. The LED will now flash slowly, indicating that it is in test (programming) mode.

  4. Press the 'Panic button A' key followed by the '7' key to set the Key Pad into Control Panel system.

  5. Exit test mode by pressing the Disarm key twice. The Key Pad code and mode setting have now been completed. The Key Pad 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 isn't working

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

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

  This is because the app and hub aren't synced. To sync please follow the below instructions.

  1. Open 'System Information'.
  2. Press and hold 'SMS balance'.
  3. 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 the PIR Motion Sensor covering the door, or the Door/Window Contact on the door, is set to Burglar mode.

  Any sensor that is covering or connected to an entry point must be set to Entry mode. This will trigger the entry countdown when the sensor is activated, rather than activating the alarm immediately.

  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.
  • Press Save to confirm the change.

  Once the sensor is configured as an Entry Zone, entering through that door will start the countdown timer and allow time to disarm the alarm.

• 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 two 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 time you turn on and connect the hub ton 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 alarm the system, then disarm. If the fault light is still on please go into the app and check if there are any faults.

• Why is my alarm beeping every 30 seconds 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 the wires are connected and your router is connected to the internet. Power down the hub including the back up 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 for a number of reasons. Consider the location and environment of the sensors, for example ensuring that the PIR Motion Detectors aren't close to sources of heat.

• My app won't load

  Please check your phone connection and ensure the latest app and firmware are downloaded to your device.

• 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.