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Troubleshooting FAQS

Your Smart Gateway is a device that connects your cameras to the internet. The gateway is a white, wired device, near your router. If it's in malfunction or you are experiencing a trouble condition that says it's offline, follow these steps:

1. Ensure your internet is working. Connect to WiFi on an internet-capable device, and verify your internet is working. If your internet isn't working, please contact your Internet Service Provider (ISP).

2. There will be an Ethernet cable that connects your gateway to your router. Ensure that the Ethernet cable is connected securely to the back of the Gateway and in a port on the back of your router.

3. Ensure that the power cable is plugged into the back of the Gateway and secured in place. Make sure the power cable is plugged into a working outlet.

4. If all the above items are secured, unplug the power cord from the back of the Gateway. Wait one minute and then plug it back in. Wait another minute to see if the issue clears from your app.

5. If it doesn't clear, unplug your main ISP-provided router/modem. Wait another minute and then plug it back in. Once your WiFi and internet comes up, the problem should clear from your account.

If the above steps do not fix the problem with your Smart Gateway, please contact us at 1.800.PROTECT (1.800.776.8328) for further assistance.

OC stands for Open Circuit. This trouble condition indicates that your alarm system is experiencing an issue with one or more of its wired components. To fix this issue, a Guardian tech will need to visit your site.

Please call us at 1.800. PROTECT (1.800.776.8328) to schedule a service appointment.

If your Lennox thermostat is showing an error code of 413, this indicates a high-pressure lockout that affects your outdoor unit. If you see this code, please contact an HVAC company right away to inspect your HVAC system for issues. Read More

The LED on your motion sensor indicates when it senses motion. If the LED on your motion sensor does not light up, it doesn't mean the sensor is not working. Motion sensors have a built in sleep mode that will save battery life if there is a lot of movement in your home. If the LED of your sensor did not light up, it could be in sleep mode.

If you're concerned that your motion sensor isn't working correctly, you can always test your security system. You will need to arm in Away mode to engage the motion sensor. Some systems require you to open an entry/exit door before it will Arm to Away. For more info, please check out our guide on testing your Guardian system here.

During your test, wait about four to five minutes before attempting to trigger your motion sensor.

A Cell Power Failure notification indicates that your cellular communicator no longer has power. Your cellular communicator gets its power from the alarm system.

If you are experiencing a power outage, your cell power failure should restore after the power restores. If you are not experiencing a power outage, please check your alarm system panel to ensure the system has power. If your system does not respond or does not have power, please see our AC Power Failure steps to restore your systems power.

If you have questions, please call us at 1.800.PROTECT (1.800.776.8328) and we will be happy to help.

There are a few different things you can check if your thermostat is not properly controlling the HVAC system.

1. Is your thermostat in malfunction on your app or website? Find more info on thermostat malfunctions here.

2. Ensure your HVAC system is getting power. Please make sure no breakers or switches are turned off that power your HVAC system.

3. You may need to wait 5 minutes when you switch from heat and cool modes. The compressor will be delayed by 5 minutes.

If you have checked the above and still need assistance, just give us a call at 1.800.PROTECT (1.800.776.8328). Depending on the issue, our team may recommend you contact an HVAC company. We recommend Armstrong Comfort Solutions for all of your heating and cooling needs.

There are a few different things you can check if your thermostat is changing the set point temperature on its own. Please use the below check list for more information.

Check your thermostat schedule on MyGuardianHome.com. Your thermostat could be changing the temperature because it is running this schedule. You have the option of using a feature called Smart Away with thermostat schedules. This allows the temperature to be set to your Away temperature when you have your system armed in Away mode or when your device leaves your geo-fence.

You may be enrolled in a feature called Give Back, Get Back. This feature will allow your energy provider to offset your thermostat setpoint during peak hours to lesson the load of the power grid. To remove this feature:

1. Log into MyGuardianHome.com.

2. In your thermostat card, click the > icon.

3. Click Give Back, Get Back.

4. Click Settings and Notifications.

5. Click the toggle switches to disable Give Back, Get Back Sign Up and Notify for Give Back, Get Back Activity.

6. Click the X to close the window.

You may be using a Scene that involves your thermostat. Check your Scenes under Automation on MyGuardianHome.com or in the Guardian app under Scenes.

Your thermostat may have the ability to program a schedule on the thermostat itself. These thermostats are usually installed by your home builder. Please see the manual of your thermostat or contact your builder for more information on your thermostat.

Still need a hand? Give us a call at 1.800.PROTECT (1.800.776.8328).

This issue is caused by a power issue to the thermostat. There are a few different things you can check:

Some thermostats are powered by batteries only. Please make sure you have fresh, brand name batteries installed in your thermostat. If you need help changing the batteries, check out this quick video on how to change the batteries in your smart thermostat here.

If your thermostat fails to light up after changing the batteries, please call us at 1.800.PROTECT (1.800.776.8328) to schedule a service visit.

If your thermostat does not have batteries, then it gets its power from your HVAC system. Please make sure the HVAC system is has power, and ensure that you do not have any electrical breakers flipped.

1. Check to ensure there isn't anything in front of the garage door opener's eye.

2. Check for any debris/blockage in the garage overhead door's rails.

3. Check if it closes fully using the Guardian app.

4. Power cycle the garage door motor by unplugging the power adapter. Wait 1 minute. Plug back into power.

If it still won't close completely, please give us a call at 1.800.PROTECT (1.800.776.8328) to have your garage door opener serviced.

Can the garage overhead door be opened or closed using the wall unit inside of the garage?

If no:

Contact the company who installed the garage door opener for assistance. If you're not sure who to call, please give us a call us at 1.800.PROTECT (1.800.776.8328).

If yes:

Check the Guardian app to see if the garage door opener is in malfunction. If it is, please give us a call at 1.800.PROTECT (1.800.776.8328) for assistance.

If you've changed the batteries for your smart door lock and the battery status isn't updating, there could be a few different reasons:

First, verify you're using the recommended batteries. Guardian recommends name brand such as Energizer, Duracell, or Panasonic alkaline batteries.

Ensure the batteries have not reached their expiration date.

Lock and unlock your door manually. This will force an update to the system and our interactive services.

If the above steps are not resolving your issue, please contact us at 1.800.PROTECT (1.800.776.8328).

If your door lock's batteries drain too quickly, there could be a few different reasons:

First, verify you're using the recommended batteries. Guardian recommends name brand such as Energizer, Duracell, or Panasonic alkaline batteries.

Ensure the batteries have not reached their expiration date.

The door lock motor may be worked overworked. To verify:

1. Open the door and lock the door lock. The dead bolt should fully extend with little resistance. Unlock the mechanism and close the door tightly.

2. Lock the door again. Check to ensure the lock mechanism is in the same orientation as earlier. You should not have resistance when locking the door here. If you encounter resistance, the door lock motor is being overworked and causing the batteries to drain faster. Contact us at 1.800.PROTECT (1.800.776.8328) to schedule a technician to assist with adjusting your lock.

If your thermostat's batteries drain too quickly, there could be a few different reasons:

Verify you're using the recommended batteries. Guardian recommends name brand such as Energizer, Duracell, or Panasonic alkaline batteries.

Ensure the batteries have not reached their expiration date.

Your thermostat will use more battery power when the Z-Wave network connection is poor.

If you still need help, please call us at 1.800.PROTECT (1.800.776.8328).

To clear your system of alerts or trouble notifications, follow these steps:

1. Tap the Guardian Protection logo in the top right corner.

2. Tap ALERTS/ALARMS.

3. Scroll through the messages to review the history of the system. If you see problems listed in your history that haven't been fixed, please follow the instructions in your panel manual (you can find it by logging into your Guardian account.)

4. Tap Acknowledge All.

5. Tap "OK" on the message that states "Acknowledging the selected messages will delete them from your message center. Are you sure you want to proceed?"

6. The alerts will clear. If the device has not been fixed, the red notification badge will reappear in the top right in a few hours.

Still having trouble? Just give us a call at 1.800.PROTECT (1.800.776.8328).

Your IQ2 panel has special menu options for restarting and powering down. If this is not done properly, the panel may not power back on or work properly.

If you're trying to restart your system to fix an error on your panel, please reach out to us at 1.800.PROTECT (1.800.776.8328). We will help you find the issue and fix it.

To restart your IQ2, please follow these steps:

1. Tap or drag the top menu down.

2. Tap Settings.

3. Tap Advanced Settings.

4. Enter your Master Code.

5. Tap Panel Reboot.

Your IQ2 will take the needed steps to power itself down properly. It will then start back up, and after a few minutes, you should be back to your home screen.

To power down your IQ2, please follow these steps:

1. Tap or drag the top menu down.

2. Tap Settings.

3. Tap Advanced Settings.

4. Enter your Master Code.

5. Tap Power Down.

Once your IQ2 is powered down, your system will no longer send signals to us. Within 24 hours of powering down your system, you may receive phone calls from Guardian letting you know that your system has stopped communicating.

1. Tap theat the top of the panel.

2. Tap Settings.

3. Tap Advanced Settings.

4. Enter your master code.

5. Tap Wi-Fi.

6. Check the box next to "Enable Wi-Fi".

7. Find your network and select it.

8. Enter your network password.

A panel or Expander Module Trouble notification usually occurs when a device, like a panel or cell communicator, is having a problem communicating back to your panel. This is an indication of a wiring issue that will require a service appointment with a Guardian technician.

Please give us a call at 1.800.PROTECT (1.800.776.8328) and we will be happy to help.

A Loss of RF Supervision means a device has lost communication with the main control panel. If your device has a low battery, replacing the battery should correct this. If you have moved the device or inadvertently blocked its communication path, try moving it back or clearing the path; then clear the notification from your panel.

Still having trouble? Give us a call at 1.800.PROTECT (1.800.776.8328) and we will be happy to help.

A WiFi Failure notification indicates a connection issue between your alarm system and the WiFi in your home. Please check your home WiFi by visiting GuardianProtection.com using a device connected to your WiFi. If the page does not load, contact your internet provider for assistance. If you have a Qolsys IQ2 control panel, please find the steps to connect an IQ2 to WiFi here.

If not, please call 1.800.PROTECT (1.800.776.8328) and we will be happy to help.

A trouble notification can occur when a device has been moved/adjusted or is having trouble communicating with the rest of the system.

If your keypad or notification indicates which device is affected, follow these steps:

1. Place your system on test.

2. Next, check the affected device and make sure it is secure and undamaged.

3. Attempt to clear the notification from the keypad. If you need help clearing your keypad, check out your system manual here. Don't forget to remove the system from test mode when you're finished.

If you still see the trouble notification, call 1.800.PROTECT (1.800.776.8328) and we will be happy to help.

A tamper notification usually occurs when a device has been opened, or the cover is not secured properly. If your panel or the notification indicates which device is affected, follow these steps:

1. Place your system on test mode.

2. Check the affected device to make sure the cover is secured.

3. Once secured, attempt to clear the notification from the panel.

Don't forget to remove your system from test mode when you're finished. If you still see the tamper notification, call 1.800.PROTECT (1.800.776.8328) and we will be happy to help.

If you received a notification about a reminder to test, it means that your system has been in communication failure, and your system may not be sending signals to our monitoring center. We recommend testing your system right away. If a signal is received successfully, you can rest assured that your system is transmitting properly.

If you can't test your system right away, be sure to test at your earliest convenience. If you are experiencing an emergency while your system is having communication trouble, please call 911.

The Off-Orientation Period notification indicates that your system is no longer in "orientation" mode. This means that we will respond to all alarms following our standard procedures. Learn about our standard alarm responses here.

Once your security system is installed and activated, it will be in "orientation" mode for the first 7 days. This gives you some time to get comfortable using your new system without worrying about false alarms and potential related fines. During this time, Guardian will call only your primary phone number when your system sends a burglary, medical, duress, keypad fire, or panic alarm signal, and we will only notify emergency responders if you request it.

If you have a monitored smoke or carbon monoxide detector, those alarm signals will be treated normally. We will alert emergency responders when we receive this type of signal from your system, regardless of the orientation period.

A Loss of RPM Supervision notification indicates that the system cannot see the Remote Point Module. This is typically used as a wired zone expansion module for smoke detectors. Addressing this problem requires a service appointment with a Guardian technician.

Please call 1.800.PROTECT (1.800.776.8328) and we will be happy to help.

A Loss of Cell Supervision notification indicates that your alarm system can no longer see your cell communicator. This is often due to a wiring or programming issue with your alarm system and requires a service appointment with a Guardian technician. While your system is in Loss of Cell Supervision, it may not be able to communicate alarms to our monitoring center.

Please give us a call at 1.800.PROTECT (1.800.776.8328) as soon as possible and we will be happy to help.

An Expander Module Failure usually occurs when a device, like a panel or cell communicator, is having a problem communicating back to your panel. This is an indication of a wiring issue that will require a service appointment with a Guardian technician.

Please call 1.800.PROTECT ( 1.800.776.8328 ) and we will be happy to help.

An Expander Module DC Loss notification indicates that an expander module for your system has lost power. Expander modules can be keypads, zone expanders, or cellular communicators. This can be caused by a power outage or a wiring issue. If you are experiencing a power outage, once the power restores, the expander module should receive power again. This could also indicate a wiring problem or an issue with the expander module.

If you need assistance, please call 1.800.PROTECT (1.800.776.8328) and we will be happy to help.

If you received a notification about a communication failure, this means that your cellular communicator may not be sending signals to our monitoring center. The best way to help resolve a communication issue is to test your system. If a signal is received successfully, you can rest assured that your system is transmitting properly.

Learn how to test your Guardian security system.

If you can't test your system right away, be sure to test at your earliest convenience. If you are experiencing an emergency while your system is having communication trouble, please call 911.

A loss of RF (radio frequency) means that the device has lost communication with the main control panel. If your device has a low battery, replacing the battery should correct this.

If you have moved the device or accidentally blocked its communication path, try moving it back or clearing the path. Then clear the notification from your keypad.

Still having trouble? Call 1.800.PROTECT (1.800.776.8328) and we will be happy to help you.

Severe weather alerts are a helpful feature to making you aware and prepared for extreme weather situations. If you find that you want to turn off these alerts, we can help! Just follow these steps:

1. Log into MyGuardianHome.com.

2. Choose Notifications from the left-hand menu.

3. Under Severe Weather Alerts, toggle the feature on/off.

Still need assistance? Call customer care at 1.800.PROTECT (1.800.776.8328) for help with your keypad codes.

A tamper notification usually occurs when a device has been opened or the cover is not secure. If the notification or your keypad indicates which device is affected, follow these steps:

1. Place your system on Test Mode. Learn how here.

2. Next, check the affected device to make sure the cover is secure.

3. Once secured, attempt to clear the notification from the keypad.

4. When you're done, don't forget to remove your system from Test Mode.

If the tamper still exists, call 1.800.PROTECT (1.800.776.8328)and we will be happy to help.

The SVR is a hardwired device, meaning it must be connected to your home router via an ethernet cable. Also, it must be plugged into a working electrical outlet.

Reference the steps and diagrams below for help connecting your wires:

1. Ensure the power cable is plugged into the back of the SVR at the indicated locations in the diagram. Plug that cord into a working outlet.

2. Plug your ethernet cord into the back of your router. This is usually labeled with a number 1 – 4.

3. Plug the ethernet cord into the back of your SVR at the indicated location in the diagram.

Once the SVR is connected to an internet source, your cameras should start recording again. If this doesn't work, please make sure that your cameras are online by going to the Live Video feed of the cameras. For help reconnecting a camera, click here.

Your keypad will identify issues with your Guardian monitored security devices. If you don't see an alert on your keypad, the sound is likely coming from another device in your home, such as a smoke detector that is not part of your security system.

To troubleshoot video that is too dark or poor night vision, follow the steps below:

1. Verify there are no objects causing a glare at night. This can be a railing, gutter, streetlights, etc.

2. Clean the lens of your camera. Dust and smudges can make your video look too dark.

3. If the live video is dark on multiple devices, adjust your Video Device Image settings (see below).

4. Our cameras automatically adjust exposure (how dark or light the feed will be) based on where it is looking. Try adjusting the camera to include more of the dark areas to change the exposure.

Adjust your Video Device Image settings using MyGuardianHome:

1. Log into MyGuardianHome.com

2. Click Video.

3. Click Settings.

4. Use the Video Device dropdown to select the camera you wish to adjust.

5. Click Video Device Image from the menu.

6. Adjust the Brightness, Contrast, Saturation, and Sharpness sliders to your desired levels.

7. Adjust Night Vision Sensitivity to High, Normal, or Low as desired. This changes when the night vision will turn on.

8. Use the Max Exposure dropdown to change the exposure. The range is from 1/5 second and 1/480 second. If you are not able to adjust the camera's view in the troubleshooting steps above, changing the exposure may help brighten your camera's feed.

9. Click Save.

Your security system is programmed to provide a time delay when you enter your home from a frequented door. The beeping is your reminder to disarm your system before the siren starts to sound.

Commonly, doors that don't get a lot of use are not programmed with a time delay. That means if you enter through a door you don't use very often, the siren will sound immediately. If you decide that you would like to change the time delay programming on your system, or you will be using a certain door more often, please call us at 1.800.PROTECT (1.800.776.8328).

First, just to be extra safe, make sure there isn't a fire.

If all is clear, try disarming your system. If you have a touch screen, look for a trouble alert and acknowledge it by pressing that symbol on your keypad.

Check the message that is displaying on your keypad. If the smoke detector has a low battery, the beeping may return until the battery is changed.

Depending upon the equipment you have, the messages could be different. We recommend checking the displayed message against the contents of your owner's manual. Click here to find an online version of your manual.

A C5 on your keypad means the internal date and time for your system need to be reset. You can find out how to do this in your system manual. Click here to select your manual.

We understand this can be frustrating. If you have the Guardian app, try logging in to silence your system from the app.

If you do not have the app, you can find instructions on how to disarm the alarm system in your system manual here. If you are having trouble with the Master Panel Code, you can review or manage user codes by logging into MyGuardianHome.com. Get help updating user codes here.

The chime feature will omit a short beep from the keypad when a perimeter device like a door or window is opened. Here are some steps to take to troubleshoot why the chime may not be working:

This feature can be turned on or off from your keypad. Ensure that the chime feature is turned on. You can find instructions on how to control the chime in your security system in your user manual here.

Check the keypad to see if it shows any open zones. If the door/window is showing as open on the keypad when it's actually closed, give us a call at 1.800.PROTECT for assistance.

You can find instructions on how to bypass a zone on your security system in your user manual here.

Please note, for your safety fire and heat detectors cannot be bypassed.

If you subscribe to our smart home security services, you can arm, disarm, or manage your security system from your smartphone using the Guardian app. For quick tips on how to use the app, check out our App in a Snap video series!

When you have a low battery alert on your panel, it usually starts to beep. You may need to replace your panel battery. This happens when your system back-up battery is low.

If your system has recently lost power and the power has restored, the battery usually recharges within 24-48 hours. If the battery does not recharge after 48 hours, replace the panel battery.

Need to order a new battery? Give us a call at 1.800.PROTECT (1.800.776.8328) and we'll ship it to you!

Some panel boxes are locked to secure the components inside. You may need a key to change your panel battery. If your panel box is locked, gently check on top of the box for a key. If you can't find it, we can mail you a new one!

Just give us a call at 1.800.PROTECT (1.800.776.8328).

Yes! We would be happy to mail a battery to you.

Just give us a call at 1.800.PROTECT (1.800.776.8328) to place your order.

There a few different troubleshooting steps to try to reduce the motion recordings from your Skybell video doorbell.

If you own a Video Doorbell Pro, learn to adjust your Video Analytics settings here.

1. Reboot the doorbell camera by holding the doorbell button down for one minute. The LED should turn to a solid blue light.

2. Clean the white, opaque dot on your doorbell camera. This detects heat and can be obstructed by dirt or dust.

3. Change the sensitivity of your doorbell detection:

Launch the Guardian app.
Click the menu in the top left and choose Doorbell Camera.
Click the gear in the top right.
On the Motion Sensitivity setting, slide the bar to the left.

4. Make sure your doorbell is using Motion Detection 2.0. Motion Detection 2.0 uses a different algorithm to detect motion.

Launch the Guardian app.
Click the menu in the top left and choose Doorbell Camera.
Click the gear in the top right.
Using the drop down, change the selection from Motion 1.0 to 2.0.

5. Delete and then recreate the doorbell motion recording rule.

6. Factory-reset your doorbell camera.

Brand new panel batteries could take some time reach full charge after they are installed. Once the battery reaches full charge, the low battery display will clear from the keypad.

If you changed a device battery, reopen the device and remove the battery for 2 minutes. After you reinstall it, attempt to clear your keypad again.

If you're missing action at your front door, we want to help!

Please ensure your recording rules are turned on (click here for help) and that you have not reached your monthly upload limit (click here for help).

Here are a few steps you can try to increase the motion recordings from your video doorbell.

1. Reboot the doorbell camera by holding the doorbell button down for one minute. The LED should turn to a solid blue light.

2. Clean the white, opaque dot on your doorbell camera. This detects heat and can be obstructed by dirt or dust.

3. Change the sensitivity of your doorbell detection:

Launch the Guardian app.
Click the menu in the top left and choose Doorbell Camera.
Click the gear in the top right.
On the Motion Sensitivity setting, slide the bar to the right.

4. Make sure your doorbell is using Motion Detection 2.0. Motion Detection 2.0 uses a different algorithm to detect motion.

Launch the Guardian app.
Click the menu in the top left and choose Doorbell Camera.
Click the gear in the top right.
Using the drop down, change the selection from Motion 1.0 to 2.0.

5. Delete and then recreate the doorbell motion recording rule.

6. Factory-reset your doorbell camera (find instructions here).

There a few different troubleshooting steps to try if your camera has stopped recording.

1. Make sure you can see the live video feed from your camera. If you are unable to connect to the camera, please click here for help.

2. Check your Upload Limit by following these steps:

Log into MyGuardianHome.com.
Click Video, then Saved Video at the top of the page.
Scroll to the bottom of the page. You will see your current totals listed in a progress bar.

Please note clip upload limits reset on the first of each month. To increase your limit, please give us a call at 1.800.PROTECT (1.800.776.8328).

3. Check your Recording Rules. To learn about unpausing your recording rules, click here.

4. Edit your existing rule to make the detection more sensitive.

Don't have a rule yet? Click the Add New Rule button to create one.

For help, check out:

Set up a Video Analytic Rule

Set Up Video Motion Detection

First, please make sure that you're connected to WiFi and the camera is plugged into an outlet with working power.

Then, follow the steps below. You will need your network name and password, and a mobile device.

1. Locate the WPS button on the back of the camera. The WPS button may say "Reset" on some camera models.

2. Press and hold the WPS button for 6 seconds, or until the LED on the camera flashes white.

3. Go to your WiFi settings on your mobile device.

4. Connect to the network that says ALARM(XX.XX.XX).

The "XX.XX.XX" will be different for each camera.
Newer camera models will start with "ADC".

5. On the same device, open your internet browser and type this in the URL bar: 192.168.1.1 and press go.

If this doesn't work, please place your device into airplane mode.

6. Follow the on-screen instructions to scan for WiFi and select your network. Remember to input your network password.

Try this method a second time if your camera doesn't connect. Still stuck? Give us a call at 1.800.PROTECT (1.800.776.8328).

Your camera must be plugged in and connected to the Internet for recording rules to save. If you are unable to connect to your camera, please click here for help.

If you don't see the rule you're looking for, you will need to create it. For help creating a new rule, please click here.

If you have reached your monthly clip upload limit, you will not be able to turn on the recording rules until the first day of the next month. Please call us at 1.800.PROTECT (1.800.776.8328) to upgrade your clip limit.

Learn more about your monthly clip upload limit here .

How to pause and resume video recording rules on your desktop:

1. Log into MyGuardianHome.com.

2. Click Video.

3. At the top of the page, click Recording Rules.

4. Tap the toggle switch in the top right of the rule. If it's grey, the rule is off. If it's blue, the rule is on. This automatically saves the rule.

How to pause and resume video recording rules in the Guardian app:

1. Launch the Guardian App.

2. Tap the menu icon.

3. Tap Video.

4. Tap the App Settings icon

5. Tap Recording Rules.

6. Tap the toggle switch in the top right of the rule. If it's grey, the rule is off. If it's blue, the rule is on. This automatically saves the rule.

Before we begin, are you currently experiencing an internet outage? Please note the doorbell requires working internet to operate.

If your internet is working, please follow the steps below to reconnect your Video Doorbell Pro. If you have the Skybell video doorbell, please click here for help.

1. Press the WPS button your router.

Note: If you don't have a WPS button your router, please call us at 1.800.PROTECT (1.800.776.8328) to assist with reconnecting your doorbell.

2. Press the button on the doorbell until the LED flashes to a blue light, this should take 30 seconds.

3. Your doorbell will turn to a solid green light when it is reconnected. If the doorbell does not turn solid green, please retry the above steps.

Still need help? Call us at 1.800.PROTECT (1.800.776.8328) for assistance.

Once you determine which device is low, the battery replacement is easy.

First, place your system on test mode. You can do this by logging into your Guardian account or calling our monitoring center at 1.800.364.3616. For info on how to change your device batteries, check out these videos.

To reconnect your Skybell video doorbell, please follow the steps below. If you have the Video Doorbell Pro, please click here for help.

1. Press and hold the button on the doorbell until it alternates between the colors red and green.

2. Log into the Guardian app.

3. Tap the menu icon.

4. Tap Doorbell Camera.

5. Tap the App Settings icon.

6. Tap Add Camera. If Add Camera does not appear, please click the Delete Camera button at the bottom of the Settings page.

7. Select your doorbell. If the app gives you the error message, "You do not have permission to add a device," please log out then and log back into the Guardian app.

8. Follow the on-screen instructions provided by the app to reconnect your doorbell.

If the doorbell does not reconnect after following these steps, give us a call at 1.800.PROTECT (1.800.776.8328).

If your light is turning on or off on its own, it may be due to multiple rules in your account controlling the light. To check, please login to MyGuardianHome.com and follow these steps:

1. Click on Automation on the left-hand side.

2. Click on Rules at the top in the purple banner.

3. Click the pencil next to your automation rules and check to see if they control your light.

4. If none of your automation rules are controlling the light, then click on Scenes at the top in the purple banner of the Automation section.

5. Click the pencil icon next to each Scene to check if it's controlling the light.

If you don't see any automation rules or Scenes controlling the light in this section, try this:

1. Click on Video in the left-hand side menu.

2. Click on Recording Rules at the top in the purple banner.

3. Click the pencil next to each recording rule and check to see if they control your light.

Still stuck? Give us a call at 1.800.PROTECT (1.800.776.8328) for further assistance.

To remove your older phone that is now in malfunction, please follow these steps:

1. Log into MyGuardianHome.com.

2. Choose Settings in the left-hand menu.

3. Click Geo-Services.

4. Find the phone that is in malfunction and hover over it. Click on the link that highlights.

5. You may turn this off two different ways:

Click the trash can icon in the top right corner to remove the phone completely from the account. Click Okay in the pop-up box.

Or, uncheck the box "Report Malfunction if Device fails to check in for 24 hours." Then click Save.

Once these steps are complete, you should no longer see the malfunction warning.

If you initiated your system test in your Guardian account, you will receive an email with your system test results.

You can also contact our monitoring center at 1.800.364.3616.

Oh no! We're sorry you're having issues with Guardian account. Your online account may be locked if there are too many failed login attempts.

Our team is happy to help you unlock your account. Simply call us at 1.800.PROTECT (1.800.776.8328) for assistance.

If you suspect your security may have been compromised, then it's best to change or reset your Guardian account password.

If you know your current password:

1. Log into your Guardian account.

2. Choose User Info. On your desktop, User Info is in the left-hand navigation bar on your account dashboard. On mobile, it's in the menu at the top right corner of your screen.

3. From User Info, click Change Login Password.

4. Complete the form by entering your current password and entering and confirming a new password. The password must be a minimum of 7 characters in length, include at least one upper-case letter, one lower-case letter and one number.

5. When you're finished, click CHANGE PASSWORD.

Forgot your login? Go here and click Forgot Username or Password to recover your account.

Don't worry, because this is an easy fix! The garage door opener will become disabled if a couple of consecutive commands sent to the garage door opener fail to open/close the overhead door.

Use the wall unit inside of the garage to manually to open/close the garage door. Close out of the Guardian app and then relaunch it. The garage door should read the correct status now.

To change the batteries in your smart door lock, check out this quick instructional video.

You will need:

Allen key tool
Phillips head screwdriver
4 AA batteries

If you're not able to access the video above, please follow these steps:

1. Locate the door lock with the low battery.

2. Depending on your lock's make and model, locate and remove the screws. The screws are typically located on the indoor side of the door lock, but they may be on both sides.

3. Pull the cover away from the door.

4. The battery pack is located at the top of the module. Pull up on the pack to expose the batteries.

5. Change the batteries and place the pack back in the door. Please make sure the arrow labeled "Door" is facing the door.

6. Reverse the above steps to replace the cover.

Our Kwikset smart door locks use an LED guide to indicate lock status. To determine if your lock is a Kwikset lock, look for the brand name look on the number pad. It should say "Kwikset" near the keyhole.

Here's what the colors mean:

A green light means it is unlocked.

An amber or orange-colored light means it is locked.

A red light means the device has a low battery.

IMPORTANT: If your lock is flashing red, we recommend changing the batteries as soon as possible. If the batteries die completely, you will not be able to unlock the door using your keypad outside or via the Guardian app.

To learn how to change your smart lock batteries, watch this short instructional video.

If your lock is not a Kwikset, please check the manufacturer's owner manual for more information.

We're sorry to hear you're having trouble unlocking your door. To troubleshoot your issue, please try the steps below:

1. Check if pushing the door while unlocking allows the door to unlock.

2. If the door unlocks from the Guardian app but not the keypad on the lock, make sure you're using the correct code and sequence.

3. Check if the lock is showing in malfunction, low battery, or any other status in your Guardian app. If the lock is in malfunction, check your recent activity in the Guardian app for any low battery warnings. If a low battery is found, replacing the batteries should resolve the issue.

4. Check if the door locks and unlocks smoothly by physically locking it at the door by hand.

5. Check if the door locks and unlocks smoothly when the door is open. Still having trouble? Please contact Guardian Protection at 1.800.PROTECT (1.800.776.8328) for further assistance.

If the keypad of your smart lock isn't working, you may need to replace the batteries.

Changed the batteries and still having trouble? We may need to inspect your lock and make repairs. To schedule a service visit with a Guardian technician, give us a call at 1.800.PROTECT (1.800.776.8328). If a specific code on your lock is not working — but you have other codes that are working — please review the instructions here to make sure your code was set up properly.

This may be due to the type of batteries you are using. Ensure you're using high-quality, name-brand (e.g., Energizer, Duracell, or Panasonic), alkaline batteries.

If you're using the correct batteries, next make sure the deadbolt extends properly. Changes in temperature and humidity may cause some doors to become misaligned, leading to the deadbolt not extending smoothly into the strike hole. This forces the motor in the lock to work harder, which drains the batteries faster. Adjust the strike plate (or lock, if possible) so it allows the deadbolt to extend smoothly.

Still having trouble? Give us a call at 1.800.PROTECT (1.800.776.8328) for further assistance.

Here are a few things to check if you are having trouble unlocking your door:

1. Check if pushing the door while unlocking allows the door to unlock.

2. If door unlocks from the Guardian App but not the keypad on the lock, ensure the correct unlock sequence is being used.

3. Check if the lock is showing in malfunction, low battery or any other status in your Guardian App

If the lock is in malfunction, check your recent activity in the Guardian app for any low battery warnings.
If a low battery is found, replacing the batteries should resolve the issue.

4. Check if the door locks and unlocks smoothly by physically locking it at the door by hand.

5. Check if the door locks and unlocks smoothly when the door is open.

Still having trouble? Give us a call at 1.800.PROTECT (1.800.776.8328) for further assistance.

Here are a few things to check if you are having trouble locking your door:

1. Check that the door is pushed in all the way.

2. Check if pushing the door while locking allows the door to lock.

3. If your door locks from the Guardian app but not the keypad on the lock, make sure you are using the correct lock code.

4. Check if the lock is showing in malfunction, low battery, or any other status in your Guardian app.

If the lock is in malfunction, check your recent activity in the Guardian app for any low battery warnings.
If a low battery is found, replacing the batteries should resolve the issue.

5. Check if the door locks smoothly by physically locking it at the door by hand.

6. Check if the door locks smoothly when the door is open.

Still having trouble? Give us a call at 1.800.PROTECT (1.800.776.8328) for further assistance.

This may be an indicator that the deadbolt is unable to extend (or retract) fully. To check if this is the case, follow these steps:

1. Use the Guardian app or the number pad on the lock to lock the door.

2. Check the orientation of the deadbolt handle.

3. Unlock the door.

4. Open the door and lock it again while the door is open.

5. Check the orientation of the deadbolt handle again.

6. If the lock did not fully extend, make sure the door frame slot for the deadbolt is large enough for the deadbolt.

Still need help? Give us a call at 1.800.PROTECT (1.800.776.8328) for further assistance.

Check to ensure the correct code is being used on the door lock and that door lock access was given to the code. Here's how to check if you have the correct code using the Guardian app:

1. Tap on the menu in the top left.

2. Tap Users.

3. Tap on the user you would like to check the code for. The code should show in the center of the page.

To ensure the door lock has access to this code and that they are in sync:

1. Tap on Locks.

2. Ensure the lock toggle switch is to the right/enabled.

3. Tap on Save.

If you're using the correct code, and the lock has been given access to the code, please contact Guardian Protection at 1.800.PROTECT (1.800.776.8328) for further assistance.

"Trouble" beeping on your security panel can happen for different reasons, and the appropriate steps will vary based on your specific panel and what is causing the beeping.

As a first step, try disarming your system or, if you have a touch screen, look for a trouble alert and acknowledge it by pressing that symbol on your keypad.

For more detailed information, log into your online Guardian account. This is where you'll find your panel type, your system's recent event history, and your panel manual.

Get quick steps to silence beeping caused by a trouble signal (low battery, tampers, etc.) here.

Note: these steps provide a temporary fix to stop the beeping but may not permanently address the underlying issue. If the problem persists, the panel may begin beeping again. Need assistance? We are happy to help you at 1.800.PROTECT (1.800.776.8328).

Please call 911 right away if you are experiencing a duress or fire emergency.

Before disregarding the alarm, please make sure that you do not have any smoke or fire in the home.

To clear your alarm:

1. Log into the MyGuardianHome.com.

2. In the Welcome tile, click Panel Duress or Smoke Sensor Must Be Reset. The Alerts & Issues page will load.

3. For a duress alert, click Stop Alarm in the top right of the alert and confirm to stop the alarm.

4. For a smoke sensor reset alert, click Remove Alert.

If you don't know your username or password for the Guardian app, we can help! Just follow these steps:

1. Launch the Guardian app on your device.

2. Click Login Help, below the Login button.

3. Fill in the boxes accordingly to retrieve your username and password, for or assistance logging in for the first time.

1. Check to make sure your system is powered on and responding to your touch.

Your system has a back-up battery and is plugged into a wall outlet. If your system was unplugged, please plug it back in and wait 5 minutes for your system to power on. Your back-up battery will recharge within 24 hours. Attempt to arm or disarm via the app once the system has power.

2. Ensure that your device is connected to the internet and/or has its data service turned on.

To verify if you are connected, go into your device's internet browser and go to GuardianProtection.com. If the page does not load, please contact your device's service provider. Still need help? Give us a call at 1.800.PROTECT (1.800.776.8328).

Oh no! You'll want to disable automatic logins to this device right away.

If you have another device with the Guardian app installed, you can disable automatic logins for devices already logged into your account using the app. This will ensure the lost device does not automatically log into the app if it is launched. Follow these steps:

1. Tap on menu in the top left corner of the app, and then tap on Login Information.

2. Tap on Lost Device.

3. Select the login device you would like to disable.

4. Tap on Save.

We also recommend resetting your password. To do this:

1. Tap on the menu icon in the top left.

2. Tap on Login Information

3. Tap on Password and follow the prompts to change your password.

If you suspect someone may have unauthorized access to your email, you can change your email address in the Login Information tab as well. If you update your email, make sure to reset your email password, too.

If you do not have the Guardian Protection app installed on another device:

1. Log into MyGuardianHome.com to disable automatic logins and log out the lost mobile device.

2. Click on Settings on the left-hand side.

3. Click on Login Information.

4. Click on Lost Device.

5. Select the login device you would like to disable.

6. Click Save.

We also recommend resetting your password. To do this:

1. Tap on the menu icon in the top left.

2. Tap on Login Information

3. Tap on Password and follow the prompts to change your password.

If your Z-Wave light switch does not work from the physical light switch on the wall, please contact the company (or electrician) who installed the light switch for assistance.

Please call Guardian Protection at 1.800.PROTECT (1.800.776.8328) for assistance if your light switch:

Shows a malfunction but works from the physical light switch on the wall.
Shows a malfunction and was recently replaced.

Panel communication refers to signals being transmitted from your security control panel to our monitoring center. If your panel communication is successful, that means communication has been received from your panel within the last 28 days.

If your panel is not communicating — or you receive a Communication Failure notification — that means your system is not sending signals to our monitoring center.

The best way to help resolve a communication issue and ensure your panel is transmitting properly is to test your system.

Learn how to test your Guardian system here.

If you can't test your system right away, be sure to test at your earliest convenience. If you are experiencing an emergency while your system is having communication trouble, please call 911.

If you're having trouble controlling your smart lighting, try these steps:

1. Check to ensure the lamp module or light switch is receiving power.

2. If it's not a power issue and you have an IQ2, try a reboot on the panel:

Swipe down from the top center of the panel homepage and tap on Settings.

Tap on Advanced Settings.

Choose Panel Reboot.

Once the panel is back on the homepage, try to send a command to the light again.

Need assistance? Give us a call at 1.800.PROTECT (1.800.776.8328).

If one of your sensors shows that it's open or in a trouble condition (tamper and malfunction), the Guardian app will automatically bypass the sensor when you arm to Away or Stay.

You can't bypass zones that are closed or showing as "OK" using the Guardian app. These bypasses must be done at your keypad.

A Cell Low Battery notification indicates a problem with the back-up battery for your cellular communicator. This communicator is what sends signals to Guardian Protection.

If your system is displaying a cell low battery, it may need to be replaced. Please call 1.800.PROTECT (1.800.776.8328) and we will be happy to help.

You may receive an AC Power Failure notification on your panel or receive a phone call from our monitoring center letting you know of an AC power loss. This means that your security system has lost its main power source and is now operating on the backup battery. If you are currently experiencing a power outage, the system will automatically reset when the power is returned.

If you are not having a power outage, check that the system is receiving power at the outlet where it is plugged in. If the outlet has power but the system is still in AC power loss, please contact Guardian for assistance at 1.800.PROTECT (1.800.776.8328). Once the power is restored to the system, the backup battery will be recharged.

When you have a low battery, your panel usually starts to beep. You may also see "Low Battery" displayed.

If the panel is displaying a zone number:

You have a low battery in a device. Simply identify the zone device that requires a battery change. Check out our video library for instructions on how to change the batteries in your security device.

If there is no zone number displayed:

The system panel battery is low. The panel battery is the back-up battery that keeps your system running when you have a power outage. When your system loses and regains power, the battery usually recharges within 24-48 hours. If the battery does not recharge after 48 hours, replace the panel battery.

Want Guardian to ship you a new one? No problem! Give us a call at 1.800.PROTECT (1.800.776.8328) to order a new battery.

View All FAQs

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Source: https://guardianprotection.com/troubleshooting-faqs/

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