How do I add services or expand my system?

To add services (such as Automation) or to expand your system with additional devices (like cameras or flood sensors), contact the security ...

Do I really need security on my system's Wi-Fi network?

YES!We strongly recommend setting up your system's Wi-Fi network with the strongest available security measures.At the time of this writing,...

Is it safe to use the Remote Service from outside of my home?

In general, YES.BUT:We strongly recommend against using your Remote Services over unsecured Wi-Fi networks. Unsecured Wi-Fi is often av...

What should I do if my system loses AC power?

Your security/home automation system has backup batteries that will power it in the event AC power is lost. The system is designed to alert ...

What should I do if my system loses AC power?

Your security/home automation system has backup batteries that will power it in the event AC power is lost. The system is designed to alert ...

What should I do about a "Panel No A/C" message?

First, check the panel's connection to AC power.If the panel is plugged in and the rest of the house has power, there may be a problem with ...

What should I do about Low Battery warnings?

When a low-battery notification is displayed, replace the device's battery as soon as possible. NOTE: Some automation devices may ...

How do I change language settings?

In addition to English for the US and Canada, Remote Services is available in these languages:French (for Canada) Spanish (for Latin America...

What's the difference between the "System Administrator" and "Master User"?

The terms "System Administrator" and "Master User" are used interchangeably throughout these FAQs. Either term may appear in written or onli...

Who can use the Remote Services/Total Connect mobile app?

All Administrators and Standard Users can use the iOS and/or Android versions of the app.There are no special requirements beyond downloadin...

Can I link a location's system to Remote Services accounts from different dealers?

No; this type of connection is not currently supported. 

What are Onscreen Shortcut buttons?

This feature is available only on Android devices.The Onscreen Shortcut button is an assignable shortcut for one-touch access to important S...

What should I do about a "Sensor Low Battery" message?

When a low-battery notification is displayed, replace the sensor's battery as soon as possible. You may have as much as 30 days' leeway, but...

What should I do about a "Panel Low Battery" message?

When low-battery or dead-battery notifications are displayed, have the control panel battery replaced within 30 days of the warning’s first ...

How can I resolve Setup/Programming errors?

How to resolve the Setup/Programming Error in Remote ServicesThis error means the Remote Service has not received an initial status update f...

What is Remote Services? What is Total Connect?

Remote Services is a platform that links residential and commercial security systems with the people who use and manage those systems. It ca...

What does "Unknown State" mean on the app?

An Unknown State  can sometimes occur if your mobile device is running an outdated version of the app. Please update the app to th...

Why does my cell number look like an email address on some screens?

Email and text/SMS messages have some characteristics in common. For the remote service to reach your cell phone with notifications and othe...