INTRUDER ALARM SUPPORT

This page contains the answers to the most frequently asked questions along with the user documentation for our most common systems. If this has not helped you solve your problem please enter your details into the contact form below and we will be in contact as soon as possible.

Frequently Asked Questions

I have had an alarm activation on my alarm system

We would first recommend that you double check your property for any signs of forced entry, damage or loss. If you discover any evidence of a break in or an attempted break in we recommend you contact the police and your insurance company as soon as possible.

If you have had a false alarm please follow the instructions below before you reset your system and continue using it.

  1. Identify what device connected to your system has caused the false alarm (e.g. zone 2 – lobby) by checking your systems event history/event log. You may need to refer to your device list/zone list to help you determine the location of the zone.
  2. Identify the cause of the false alarm and make a note. See our list of the most common causes of false alarms.
  3. Resolve anything that could be causing your false alarms (e.g. cobwebs in front of the detector).
  4. Reset your system and continue to use it as normal at the usual times.
  5. If this is the second time you have had a false alarm on this particular device and you have already followed the steps above (between 1-7 days after the first false alarm), please contact us to arrange an engineer visit.

Note: We would not look to send an engineer to site for single false activation.

I have had an alarm activation on my monitored alarm system

We would first recommend that you double check your property for any signs of forced entry, damage or loss. If you discover any evidence of a break in or an attempted break in we recommend you contact the police and your insurance company as soon as possible.

If you have had a false alarm please follow the instructions below before you reset your system and continue using it.

  1. Identify what device connected to your system has caused the false alarm (e.g. zone 2 – lobby) by checking your systems event history/event log. You may need to refer to your device list/zone list to help you determine the location of the zone.*
  2. Identify the cause of the false alarm and make a note. See the ‘most common causes of false alarms’ below. *
  3. Resolve anything that could be causing your false alarms (e.g. cobwebs in front of the detector).
  4. Reset your system and continue to use it as normal at the usual times. *
  5. If this is the second time you have had a false alarm on this particular device and you have already followed the steps above (between 1-7 days after the first false alarm), please contact us to arrange an engineer visit.

Note: We would not look to send an engineer to site for single false activation (unless you have police response set-up and you are unsure of the cause).

*If your system is monitored with police response you will need to contact us asap to advise us of the reason for the false alarm and to get your system reset before it can be used again. Failure to provide a valid reason will result in a chargeable engineer visit being required to determine the cause. We also recommend that you read the ‘false alarm policy’ below.

Because of the considerable amount of time expended attending false calls, the Police have formulated the following false alarm policy:

Every user having a system which produces two false calls within a period of 12 months, shall be served with a notice requiring action to be taken to prevent further false calls. Should three such calls be received within any 12 month period, police response will be withdrawn.

Response may be reinstated if remedial action has been taken to rectify the fault, or when the system has achieved three months free of false calls. Will you therefore please ensure that those involved in the operation of your security system are familiar with its functions and are informed of the importance of avoiding its accidental operation. Also, in the event of technical faults, please inform us as soon as possible after the fault has become apparent.

What could have caused my false alarm?

Most common causes of false alarms

  • The system has not had regular routine maintenance carried out.
  • An insect or spider crawling across the lens of a detector. Ensure your detectors are free of insects on or around the detector. Also ensure you remove any moths, bees, flys or other flying insects from the property before you set the system.
  • Cobwebs hanging in front of or below the detector. They can often be difficult to spot but ensure they are removed.
  • Pets roaming around the property. You will need to ensure that pets are confined to either areas without detection or areas with ‘pet sensitive’ detection when the system is set or part set. Sometimes false alarms can still occur if pets jump on furniture or worktops.
  • Dust on the lens of the detector. Give the lens of the detector a delicate clean with a dry cloth or duster, especially after having any refurbishment or decorating works carried out where excessive dust is created.
  • Christmas decorations or any decoration hanging in front of or near a detector that may move or flutter if there is a draft of air through the building.
  • Paper or decorations hanging above a heater or radiator may flutter when the warm air rises.
  • Ensure that detectors are not obstructed by stock or boxes that may be piled up in a room.
  • A new heat source such as a fireplace or radiator has been installed below or near the detector.
  • A window cleaner triggering a shock detector when cleaning a window.
  • A new operator (colleague, friend or neighbour) may not be aware of the correct operational procedure for your system (i.e., ensuring you leave or enter the building via the correct entry/exit route). Ask a regular user of the system to give them some basic training plus give them a copy of the systems user manual or quick user guide to read plus a copy of this list
I can't set my system

Your system should indicate on the display what zone or device is preventing the system from being set. Abort the setting of your system by un-setting the system then identify the location of this zone (the zone description will either be displayed on the keypad or on a separate device list/zone list).

If the device is a door contact fitted on a door, window, garage door or roller shutter door ensure these are closed correctly. It is worth opening the door then closing it again, ensuring that the magnet part on the door either touches or lines up near the contact part on the door frame. 

If the device is a movement detector ensure that there is no movement in the room where the detector is located and ensure it is not obstructed by stock or boxes that may be piled up or by anything hanging in front of the detector such as decorations.

My system is showing a tamper fault

Tamper faults often occur when part of the system, (i.e., door contact, detector, keypad, panel, external sounder, extension speaker or wiring), is disturbed or damaged by someone (usually accidently) when carrying out work on the interior or exterior of a building. The most common causes are;

  • A carpet fitter has cut through a cable that runs below the carpets.
  • A window cleaner has disturbed the external sounder (bell box) cover.
  • A decorator has disturbed the cover of a detector or door contact.
  • A detector has been taken down in preparation for decorating/refurbishment works and has either been refitted incorrectly or not refitted at all.
  • I have had a new door fitted and the door contact has either been refitted incorrectly or not refitted at all.

You will need to contact us to arrange for an engineer to visit to rectify the fault. Please see if you can identify what has caused the tamper fault before contacting us. If your keypad has a screen, it should hopefully give you some information on where the tamper fault has occurred (e.g. Zone 2 – TAMPER).

I would like to temporarily remove/omit/delete a zone from my system

If you use the iRISCO or FreeControl app please watch the video below on how to do this. If you do not use these apps please refer to the relevant page of your user manual or user guide. You can download these from the links towards the bottom of this page.

  • Agility 3 – see page 31 (or see the video below if using the app)
  • LightSYS 2 – see page 32 (or see the video below if using the app)
  • Wisdom – see page 50
  • CP8 – see pages 16-17
  • CPX – see page 7
  • GardTec 595 – see pages
  • GardTec 601 – see pages
  • Texecom Premier 48 – see pages
  • Honeywell Galaxy – see pages

I would like to know how to view the systems event history/event log

If you use the iRISCO or FreeControl app please click on ‘event history’ in the app . If you do not use these apps please refer to the relevant page of your user manual or user guide. You can download these from the links towards the bottom of this page.

  • Agility 3 – see page  (or use the app)
  • LightSYS 2 – see page  (or use the app)
  • Wisdom – press *, then 3, then 5, then type in the code, then press #. Use the arrows to scroll through, then press * when finished to return to the home screen.
  • CP8 – see pages 21-22
  • CPX – see pages 9-12
  • GardTec 595 – see pages
  • GardTec 601 – see pages
  • Texecom Premier 48 – see pages
  • Honeywell Galaxy – see pages
I am having a new broadband router

For most of the smart alarm systems we install you will simply need to unplug the internet cable (that runs either directly to the alarm panel or into a powerline adapter (TP Link*)) from your current (old) broadband router then plug this cable into a spare ethernet port (LAN port) on your new broadband router. See the ethernet ports below (in yellow) on this standard home BT router. 

* Image below of a set of Powerline adapters (TP Link). Where running a cable is difficult we use these to connect the system to the broadband router via the mains electricity wiring. If used you should find one of these plugged into a socket near your alarm panel and one plugged into a socket near your broadband router.

TP Link

I have had a new smartphone or tablet and I would like to set-up the FreeContol or iRISCO app

Assuming you have downloaded the FreeControl app from the app store or play store you will need to log in with your username (the email address you used when setting up your riscocloud account) and your password. You will then be prompted to select your system, then enter your pin code (the pin you use at the alarm keypad and when using the app).

If you have forgotten your password then please click the ‘lost password’ link within the app or by selecting this link at www.riscocloud.com on a web browser. You will then receive an email by Risco which contains a link to set up a new password (NOTE: Please check your junk mailbox if you have not received this email).

If you have forgotten what email address you used, please contact us.

I am not receiving push notifications for alarm events when my device is locked

Double check that notifications for the FreeControl or iRISCO app are enabled in the settings on your device.

NOTE: Push notifications will only come through when your device is locked.

How do I resolve the error message - ‘Panel is offline since:**:**’ at the bottom of the app or ‘The panel is not connected !’ when trying to use the app?

NOTE: You should still be able to use your keypad to control your system while you have this issue.

You will only be able to access your intruder alarm remotely via the app if your internet and your router (that the alarm is connected to) is working. We recommend that you double check that you can browse the internet on another device connected via a cable to the same broadband router as the alarm system. If you can’t please contact your ISP (internet service provider) so they can help you get up and running again.

Check the cable connecting your alarm panel to the broadband router has not been unplugged at the router. If it is, plug it back in, If its not we recommend disconnecting the ethernet cable at the router end then plug it back in (ensuring you hear the click)

TP LinkIf your alarm panel is not located near to your broadband router, you may be using a pair of powerline adapters (TP Link) to connect your panel to your broadband router through your mains electricity. If so, check that both of these TP link devices (see picture) are switched on (at the socket) and are powered up (showing 3 x green status LED lights). If they are not showing 3 green LED lights please down power both of them by unplugging them from the socket (there will be one near the main panel and one near the router) then wait 30 seconds before plugging them back in. It does not matter what order you unplug these or plug these back in.

Most TP-LINK powerline adapters we install have three LED lights which all need to be illuminated:

Top light – indicates power
Second light – indicates a powerline connection
Third light – indicates an ethernet connection

We also recommend doing a power cycle on your broadband router (domestic customers only) and the hub/switch that the panel is connected to.

ENSURE YOU DO NOT PRESS THE RESET BUTTON ON YOUR ROUTER AS THIS MAY FACTORY DEFAULT YOUR BROADBAND ROUTER.

I have forgotten the password for my FreeContol or iRISCO app account

If you have forgotten your password then please click the ‘lost password’ link within the app or by selecting this link at www.riscocloud.com on a web browser. You will then receive an email by Risco which contains a link to set up a new password (NOTE: Please check your junk mailbox if you have not received this email).

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