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  1. Somfy Protect Customer Service
  2. Troubleshooting
  1. Somfy Protect Customer Service
  2. Troubleshooting

Troubleshooting

Link Advanced

  • What happens if my Link Advanced loses connection with the network (Wi-Fi or GSM installation)?
  • What should I do if I frequently lose the GSM connection?
  • What do the LED colors mean on the Link Advanced?
  • How do I change the batteries in my Link Advanced?
  • What does the Link Advanced self-protection setting do?
  • What should I do if I get the error message, "Faulty internet connection"?
See all 19 articles

IntelliTAG

  • How do I change the battery of an IntelliTAG?
  • What should I do if an IntelliTAG fails to detect an opening?
  • What should I do if an IntelliTAG triggers a false alarm?
  • How do I recalibrate an IntelliTAG?
  • How do I adjust the sensitivity of an IntelliTAG?
  • What does the notification "The IntelliTAG’s cover has been opened" mean?
See all 8 articles

Keyfob

  • How do I change a key fob battery?
  • Why does my key fob lose its charge so quickly?
  • Why am I getting messages telling me that "The key fob battery has been changed" when this is not the case?
  • Why is the display showing the presence or absence of users not correct?
  • Why is the hands-free automatic disarming feature not working?
  • What should I do if I am unable to install a key fob?

Keypad

  • What should I do if I can't install a keypad?
  • Does a keypad user's code remain operational if the user is temporarily disabled?
  • Do I still need to use the main site code?
  • What to do if a user has forgotten their user keycode
  • How can I reinstall a keypad that I removed from my app?
  • How can I unblock my keypad after three incorrect code attempts?
See all 7 articles

Motion sensor

  • How do I change a motion sensor battery?
  • Why am I not detected during the detection test?
  • Why am I unable to link my motion sensor to my Link Advanced ?

Outdoor siren

  • Changing the outdoor siren's batteries

Siren

  • How do I change the siren’s batteries?
  • Why is my siren silent?
  • What does the "The siren has been moved" message mean?
  • What should I do if I am unable to install my indoor siren?

IO and RTS

  • Why has my remote stopped working after pairing with Link Advanced?
  • Can my scenarios remain operative in the event of a blackout?
  • Why has my IO/RTS equipment stopped responding through my Link Advanced?
  • Why isn't my radio equipment pairing with my Link Advanced?

Notifications

  • What alerts can I received with an IntelliTAG?
  • Why am I not receiving every notification?

Others questions

  • Why am I unable to download a Somfy Protect mobile application?
  • Why am I unable to connect to my system from the application?
  • Why is there no history of a user's arrival or departure?
  • Why haven't I received a confirmation e-mail after creating my account?
  • I'm moving. What should I do with my installed alarm?
  • I am moving to a home equipped with a Home Alarm Advanced

How can we help you?

If you haven't found the answer to your question, we invite you to request a support ticket. We will answer you as soon as possible.

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