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Fmsamos

3 Messages

Wednesday, November 16th, 2022 6:21 AM

Entry sensors not triggering alarm

My entry sensors aren’t triggering the alarm. Just replaced the battery on one, and armed the house. I opened the door and nothing happened. No chime. No trigger. Nothing. WTF?

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11 months ago

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captain11

Captain

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6.2K Messages

2 years ago

@Fmsamos First question: are your entry sensors set to instant trigger? if not, suggest you set them to instant trigger, save and then try again. If not, then make sure your sensor list shows the  entry sensors in question as connected, ready to go. As it appears to be more than one sensor at issue, if still no luck call support to troubleshoot.

Please post your outcome here if you get the chance.

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Fmsamos

3 Messages

2 years ago

Everything worked as it should have for years. Then, suddenly, at 8:42PM last night, the front door sensor stopped working. Replaced the battery and tested it.  Base station recognized it, but it still wasn't working.

I got the blue light when the door opened and closed, but no chime.

I called SS this morning and they're sending out a new sensor. In the meantime, I switched out the door sensor with a window one and now the door sensor is working properly.  

Whew!

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captain11

Captain

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6.2K Messages

@Fmsamos​ Glad it worked out for you.  In 10 years I only had one entry sensor go (they are tough little suckers).  Happy Holidays to you and your family.

(edited)

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2 years ago

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mcpic7

2 Messages

@Fmsamos​ I have the same issue and called SS help desk twice so far. Each time they had me do a reboot. I rebooted twice as instructed but the problem reoccurs. The alarm does not work after 5 years of use. When I leave my house, set my alarm, upon return home and open the door the alarm is NOT activated until I shut the door. Will contact SS a 3rd time to try and get this fixed. This has been a problem for a month now. 

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1 year ago

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emily_s

Community Admin

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3.4K Messages

@mcpic7​ I'm so sorry to hear this. I've forwarded this to our Specialist team - someone will reach out to you soon to get to the bottom of this!

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1 year ago

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Bobby12

1 Message

I had a 1st Gen entry sensor stop chiming, so I removed it in the app, then added it back, and now it works fine. Now I occasionally check the sensor list in the app to make sure they are being seen and are recognized as being closed. 

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11 months ago

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davey_d

Community Admin

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5.7K Messages

2 years ago

@Fmsamos from your follow-up comments, I'm glad that you were able to contact our Support team, and seem to have determined that this was a hardware issue. Hopefully that replacement sensor does the trick.


Though you mention sensors in your initial post. Were there other sensors having trouble? We'll want to troubleshoot those as well!

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Fmsamos

3 Messages

@davey_d​ No.  Just that one sensor.  

I have two windows with sensors and I can't recall if I checked the other one (it's been too cold lately to open them.

I'll check that window later tonight. 

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2 years ago

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mcpic7

2 Messages

1 year ago

I am having the same problem. With 2 calls to SS they  cannot cone up with a fix. Will make a 3 rd call today. 

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captain11

Captain

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6.2K Messages

@mcpic7​ Being a customer of 11+ years, I am a very happy SS customer, placed over 30 systems with family, friends, neighbors, co workers etc but I suggest you follow the 3 strikes and you're out practice.

Two calls to support and issue not solved calls for the relief pitcher to be called in, and in this case its a technical specialist, and not another front line support agent.  (And based upon the most recent call I had with one with my keypad that had to be replaced, I would definitely politely insist on a technical specialist to call you back.)

SS usually provides excellent support but with their rapid expansion training can be a challenge.  Just set upon a mutually  agreed call back time and troubleshoot.

I have almost 50 components on my systems and the random issue over those 11+ years are always addressed, some easy, some not so easy for numberous reasons, sometimes my fault, others not.

SS, if you see this thread a proactive outbound call is in order.

Thanks!

(edited)

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1 year ago

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