Frequently Asked Questions
How do I determine which device in my system requires a battery replacement?
you may have been sent an SMS text message with the details of which device is running low or completely flat. Otherwise, refer to your User Manual or keypad to determine which device is sending the RF Low Battery signal
Which battery type do I need?
You can find this out by either 1) Refer to your user manual. 2) Open the sensor and check battery type.
Warning Note: Please ensure you place your system on test before you inspect or change the batteries to prevent triggering a false tamper alarm. You can do this by phoning the Shoreline Technical Support Service on 7033 1635/ 7210 0888.
What if my system is still in warranty?
If your system is in warranty and a low battery signal has occurred and you choose to replace the batteries by yourself, it will invalidate any remaining warranty. Therefore, we highly recommend you organize an STL qualified technician to attend site. Please call 7033 1635/7210 0888 and we will schedule a technician to attend at a time that best suits you.
If I replace the batteries in the device that has triggered the low battery signal, should I replace the batteries in the other devices?
Yes! As your systems devices were installed together it is likely that the batteries in other similar devices are also towards the end of their effective life. We highly recommend you replace the batteries in all your devices to prevent the system being at risk of being compromised by flat batteries. We recommend you take a record of the length of the battery life and set a reminder for future reference.
My Panels Says low Battery?
Your alarm system battery supplies backup power to operate your alarm system during a power outage. All alarm panels operate on mains power and contain a back-up battery, unfortunately different manufacturers use different batteries in the alarm panel
How to Know If You Need a New Battery?
The first sign of alarm battery failure is usually a beeping keypad. The beeping or chirping will often occur at the same time. This is because many panels do their automatic battery test every 24 hours. Less commonly, a low battery condition can cause false alarms at random times throughout the day. Almost all alarm panels will also display a keypad trouble light to indicate a problem. Keypads with LCD displays will print out “low batt”, “LB”, or something similar. Keypads with LED’s may need you to press a button or two for the lights to show the trouble condition
Should I Replace My Own Battery?
Shoreline Technologies recommends a qualified technician is to attend and replace the battery to ensure the optimum performance of your system, we highly recommend a regular maintenance schedule. For more information on our affordable maintenance packages or for alternative options on battery replacement phone 7033 1635/7210 0888 between 8am-8pm Monday to Friday.
What is Power Fail?
A Power Fail signal is received when your security system registers a loss of mains power to the security system. During a power fail a standby battery takes over supplying power to the security system and should enable the security system to operate. The duration that a standby battery is able to maintain the security system is variable & dependent on many factors, such as condition of the battery and the power usage of the system. If the power to the security system is not restored, the system shall continue to operate on the standby battery until it is fully discharged (runs flat), at which time you will no longer be protected.
A large proportion of power fail situations are related to electrical black outs. These situations generally rectify themselves when grid power is returned. However on occasion a circuit breaker may have tripped or another cause may exist, that requires customer intervention to restore power to the security system. Apart from an area power outage, this signal could also indicate that the security system has been unplugged from a normal power point, just as you would unplug any electrical appliance or that the mains supply to the premises has been turned off. Should mains power not restore, the cause of the power loss should be investigated & rectified prior to the battery running low. When your standby system battery is running low you should be notified by STL security, however, the monitoring center will not receive signals from a security system where mains power is off and the standby battery is fully discharged.
What are some of the other reasons my security system has lost power?
The Power Fail signal may be caused by some of the following: Mains supply failure in your area
Blown fuse on the premise, Power point has failed, Cleaner removed the power pack, Power pack has come loose in the socket or has accidentally been removed, and or Power pack has failed.
What can I check?
If you are experiencing a black out in your area there is nothing you can do until power has been restored. (If your power is off for several days, your alarm panel may need minor reprogramming after the power has been restored) Check your keypad to see if your power light has restored, if it has then this indicates that the mains power has recovered.
Locate your power pack, (this looks like an over sized phone charger), and feel it, it should be warm to the touch if working OK.
If the power pack is cold, remove it and plug it back in, then check the keypad power light to confirm if the power has been restored. If nothing has worked, test the power point by plugging in another electrical device. If this device works then try the power pack again, if it has failed use an extension lead to plug the power pack into another power point.
An electrician may be required if you cannot restore mains power to the premises. In the event that you cannot restore mains power to the security system but have mains power available at the security system’s power point, please call Shoreline Technologies Security Monitoring Center on 7033 1635/7210 0888 option 2 to troubleshoot your system, to discuss the alternatives and to book a technician, fees may apply.
What is Sensor Trouble?
This signal is a non-alarm event that indicates that a sensor circuit is not complete. A Sensor Trouble renders the particular circuit inoperative and no longer able to provide security as designed.
An incomplete circuit maybe caused by a fault with cabling, the sensor or the security system’s main board. Alternatively a device on the circuit may simply not have been secured correctly when the security system was armed. A sensor trouble is often caused in error and does not necessarily require intervention by service technician.
One example would be a Magnetic Reed Switch (MRS) on a door in Sensor Trouble, which maybe the result of a door not being physically secure, such as a door being left ajar. OR, if the door was found to be secure, it would indicate the MRS circuit has a fault and service of the circuit is warranted. A Sensor Trouble should be inspected & the cause of the trouble rectified. The circuit will mainly be incomplete because it’s open – however sometimes it’s broken.
For magnetic reed switch/s, closing the doors/window/shutter where the MRS is installed will generally rectify the Sensor Trouble. If the Sensor Trouble is still present with the doors/window/shutter being correctly secured, the MRS’s should be inspected to confirm the device’s components are present, set for correct proximity and not masked. If all appears in order the circuit is faulted will require a technical inspection.
For motion sensors – disarming & arming the security system, visual inspection of the device to ensure it is not masked, intact & the sensors LED’s illuminate when movement occurs in the sensor’s field of vision. If LED’s do not illuminate or remain illuminated when motion is not present, the circuit is faulted will require a technical inspection. In the event that you cannot correct the problem with the sensor, please call STL Security Monitoring Centre on 7210 0888 to fault find your system, to discuss the alternatives and to book a technician, fees may apply.
What is Expansion Module Failure?
The expander module failure signal indicates that an expansion module/s is not correctly communicating to the main alarm panel. A technical inspection generally is required to identify & rectify the cause of the fault. Until returned to normal service, it can be expected that all inputs (sensors)/ relays (controllers) attached to this expander module will no longer be able to operate as designed or communicate with the main panel. Multiple devices are generally rendered inoperative.
What is Data Gathering Panel Failure?
The DGP failure signal indicates that a DPG is not correctly communicating to the main alarm panel. A technical inspection generally is required to identify & rectify the cause of the fault. Until returned to normal service, it can be expected that all inputs (sensors)/ relays (controllers) attached to this DPG in addition to all attached expander modules will no longer be able to operate as designed or communicate with the main panel. Multiple devices & multiple expansion modules are generally rendered inoperative.
What action I need to take?
Please call STL Security Monitoring Centre on 7210 0888, to discuss the alternatives and to book a technician, fees may apply.
What is Loss of RF Supervision?
The Loss of RF Supervision signal indicates that one of your wireless devices is not correctly communicating to the main alarm panel. All wireless devices regularly communicate to the alarm panel to check that the signal is being correctly received. This ensures the devices are not being interfered with. Should a Loss of RF Supervision signal be received, the device in question may no longer be able to reliably send alarm activation’s in the case of a genuine break and enter event
What action I need to take?
Please call STL Security Monitoring Centre on 7210 0888, to discuss the alternatives and to book a technician, fees may apply.
What is GSM Fail to Communicate?
A GSM Fail to Communicate indicates that the alarm panel has tried to send a signal to the Security Monitoring Centre via the Mobile phone network and was unable to send the signal.
If you have a back-up system then this signal was sent via the back-up system as an advisory alarm event, if the back-up system was to fail then we will not get any further alarm signals. If the GSM is the only method of communication then this signal is indicating that the system was unable to communicate but has now re-established communications. If this signal becomes repetitive then you might have to look at changing phone service provider
What is a Siren/Bell or Sounder Relay Trouble?
A Siren/Bell (External Siren) or Sounder (Internal Piezoelectric Sounder) Relay Trouble is a fault condition. This fault indicates that you have an electrical problem with the security system’s audio output circuit. It is often found that water damage, condensation, corrosion, wiring damage, may be responsible for this condition. Please call STL to arrange a technician to service/replace the equipment.
What is an Irregular Open?
An Open signal is received at the monitoring center when a correct code is used to turn off (disarm) the alarm system at your premises. An IRREGULAR OPEN indicates that your alarm system has been disarmed outside the scheduled hours that have been previously established for your premise. This signal normally indicates that someone is using a valid code to access the site outside of scheduled hours.
If you are not expecting the site to be disarmed out of hours and require a guard to be sent to check your premises, please call STL Security Monitoring Center on 7033 1635/7210 0888, fees may apply.
If this signal occurs frequently, please call 7210 0888, to update your opening schedule.
Please note that if the alarm system is not turned back on (armed) after this event, the monitoring center will not receive any further signals from the area that the alarm covers