Hub
How would you instruct a customer to power cycle a hub?
unplug the hub and hold down the reset button until all of the LED lights go off.
What are the steps if a keypad is failing to pair to the account?
1. Verify if the customer in the same room as the Smart Home Hub
2. Have customer remove batteries and power cord if attached
3. Reattach power cord and try again
4. If that does not resolve, have the customer force close app (verify customer in the same room as Smart Home Hub)
5. Have customer re-open app, check device list to make sure “No Keypad” appears, and restart pairing process
True or False: In order for the smoke detector to send a signal to CMS the system needs to be armed in either stay or away.
What is False, it is a stand-alone smoke detector & will trigger a response to CMS in any state of arming.
How would you instruct the customer to factory reset their outdoor camera?
While powered on, press and hold the weather-proof rubber button on the camera’s side for 10 seconds. If the button is removed, you can use a pin to reset it.
What frequency is required for the hub to connect to with your internet provider. (Hint there are Parelle networks)
2.4Ghz
The keypad will only chime when a door/window sensor is opened if its connected through _______.
the power cord
How would a customer factory reset the motion sensor?
1.Press and hold the paring button for 10 seconds and then release it.
2.The BLUE LED will blink for 3 seconds when the device resets successfully.
3.The device will begin pairing mode after reset to factory default.
How would you instruct the customer to factory reset their outdoor camera?
While powered on, press and hold the weather-proof rubber button on the camera’s side for 10 seconds. If the button is removed, you can use a pin to reset it.
What should you advise the customer to check if the Power LED light on the extender is off?
The customer should make sure their extender + chime is plugged into a working outlet that is not controlled by a light switch.
How would you put a hub into a firm ware update and what colors would the LED light blink
What is triple beep & alternating blue & white
How would the customer change the settings if the keypad sounds are too loud?
1. Have customer open the Blue by ADT mobile app
2. Guide customer to select Menu > Devices > Keypad
3. Have customer adjust the settings for volume
4. Sounds preferences can also be adjusted to turn certain types of sound on/off from this section.
How would a customer factory reset the door & window sensors?
1.Remove the sensor’s cover.
2.Remove the CR2 battery from the sensor.
3.Depress the tamper switch before inserting the battery.
4.Insert the battery. The sensor should illuminate the LED once when the boot-up/initialization tasks are complete.
5. Release the tamper switch while the LED is illuminated (it will be lit for 4 seconds).
6.Place the cover back on the sensor.
What are some troubleshooting tips you can provide the cx with if their camera is having trouble scanning the QR Code?
Advise the customer to make sure they are pointing the QR code directly at the camera lens.
Make sure the brightness on their phone is turned up all the way.
Check to make sure there is nothing on the phone’s screen disrupting the image, you may have to wipe any debris off or remove any removable screen cover. Any cracks/bubbles on the screen/screen protector can distort the QR code
Make sure that the camera's turned on & its LED is in QR scanning mode & blinking blue. If its not, try power cycling the camera.
What are some reasons the customer may need spacers for their door & window sensors?
1. If the door & door frame or window & window frame are not level/flush with one another or are too far apart.
2. Metal door/window frames can cause an interference with the sensors sending a signal to one another. Spacers will ensure that the sensors are not directly on the metal door/frame so there is no interference.
Why would the system arm in Stay in the event a customer arms the system Away from the app or keypad?
Auto Stay is turned on in the security settings.
True or False: Multiple users on the account can use the same keychain remote.
False
What are some examples of why a sensor would be bypassed?
If the door/window is already opened when the system is armed, when the sensor is offline & if the settings are adjusted for the arming state.
If a customer is stating that they are receiving too many motion detection alerts, how would you walk them through resolving this in the app?
Log into the app, click on the 2 grey lines on the left - devices - specific camera they are receiving notifications from - motion settings - motion sensitivity - decrease. The customer can also adjust their motion detection zone for each camera under motion settings as well.
If the WLAN LED light on the extender is slowly blinking blue, what issue may the customer be having?
What is a weak WiFi signal
What are the steps for replacing the hub?
Power down original smart home hub, plug replacement into an outlet, go into the app - devices - smart home hub - replace device, follow in app directions.
what would be the troubleshooting steps if the keypad is Unable to arm/disarm:
1. Have customer remove batteries and power cord, if attached
2. Have customer replace batteries and insert power cord if being used
3. Have the customer re-try arming. If keypad continues to fail to send commands to the Smart Home Hub, then move closer to the Hub and check for anything that may be causing interference
In order to set off the alarm when the motion sensor has cross-zoning enabled, what else would need to be triggered?
Another non-cross-zoned sensor needs to be triggered in order for the alarm to sound.
How would you advise the customer to set up facial recognition?
To upload a photo from the Mobile App or Web portal select Menu > My Profile > towards the top you will see Take / Upload Photo, select this and your device will take you through taking or uploading a profile photo. It is best to use a clear image of your face facing forward. Much like a passport or ID photo.
If the customer is routinely resetting their extender/chime or noticing frequent disconnections what troubleshooting steps should they take?
Check the Wi-Fi signal strength in the area that it is located & Check their upload speed from a device connected to the same network. It needs an internet upload speed of 2.0 Mb/s or greater.