"I can take
John Kerrigan has ADT Pulse installed in his home.Read more
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Want to take your home's remote security and management to a new level? We've compiled a list of frequently asked questions about ADT Pulse® Interactive Solutions. If your questions or comments have not been addressed in any section of the FAQs, feel free to call or email us.
A: ADT Pulse Interactive Solutions is a new line of security and management systems for home and business from America's #1 security company, ADT. Call 800-205-8959 or click hereto speak with a representative about ADT Pulse.
A: Starting at just $47.99 per month, ADT Pulse was created to work with any home or any budget. Pick one of three ADT Pulse plans today. Call 800-205-8959 or click hereto speak with a representative about ADT Pulse.
A: Yes. ADT Pulse was designed to work in any size home. Operators are standing by to schedule an in-home evaluation to help you determine which ADT Pulse plan is right for you. Call 800-205-8959 or click here.
A: ADT Pulse is now available for businesses in the U.S. only. Click here, to find how you can get ADT Pulse for your business.
A: ADT Pulse was designed to work in any size home, but it is not "one size fits all." First, select the ADT Pulse plan for your home. Then you can customize your system by creating unique automations, schedules and alerts, and by adding Z-Wave-compatible devices. Call 800-205-8959 or click hereto speak with a representative about ADT Pulse.
A: Click hereto see a list of ADT approved Z-Wave-enabled devices.
A: Yes. ADT Pulse is the ideal way to monitor and manage your home while you're away. Call 800-205-8959 or click hereto speak with a representative about ADT Pulse.
A: You can set up your system to send you a message via email or text telling you that the action has been completed. This message will only appear if the device being controlled sends a completion signal. Call 800-205-8959 or click hereto speak with a representative about ADT Pulse.
A: Not at all. Some devices, such as lamp controllers, simply plug into existing electrical outlets. You use them the same way you use a timer. Others require a little more skill. But if you can perform simple household repairs such as replacing a light switch or an electrical outlet, you can enhance your ADT Pulse home. Call 800-205-8959 or click hereto speak with a representative about ADT Pulse.
A: Operators are standing by to schedule a in-home evaluation to help you determine which ADT Pulse plan is right for you. Call 800-205-8959 or click here.
A: There are a couple key differences in this version of the Pulse Mobile App.
A: On July 21, 2015, we will remove the old version of the App from the iTunes App Store® and replace it with the new Pulse Mobile App.
A: Yes, if users have automatic updates enabled. Then, the Pulse Mobile App will automatically download and override the existing App.
A: Users who have the existing Mobile App on their phone will still be able to use it until August 25, 2015. After that date, users who access the old App will see a message that says, “An upgrade is required.” The Pulse Mobile App will no longer work after this date.
A: On July 21, 2015, we will remove the old App from Google Play® and replace it with the new Pulse Mobile App.
A: No, the Android app is new and not an update. Users with the existing Pulse Mobile App already on their device will not automatically be prompted for an update. You must download the new Android App manually.
A: Users who still have the existing app on their phone will still be able to use it until August 25,, 2015. After August 25, 2015, users who access the old App will see a message that says, “An upgrade is required.” The Pulse Mobile App will no longer work after this date.
A: These users can continue to use the last app that they download to their device until August 25th. However, it will display as the existing Pulse user interface and not the “New” Pulse user interface. After August 25th, the app will no longer work.
A: These users have several options:
A: The “New” Pulse Mobile App will not show up in any of the app stores unless their device meets the compatibility requirements. If a user is searching for Pulse in an app store and they cannot find it—chances are their device is not compatible.
A: No. Once a user deletes the existing Pulse Mobile App from their phone after the new version is launched, there is no way to download it again. The old Pulse app will no longer be available from the app store.
A: Once the new Pulse Mobile App launches, it will have voice functionality integrated into it. There will no longer be two separate apps. Everything will be in one combined app.
A: For the basic suite of services, such as remotely arming or disarming your system, or having supplementary notifications and alerts sent to you remotely by ADT, you do not need anything special in your home or business. ADT will install the complete system, and you can access it from almost any web-enabled PC or web-enabled cellular phone.
For the advanced suite of services, such as remote control of lights or thermostats or video applications, ADT will need access to your high-speed Internet connection. This could be a cable modem connection, DSL, FiOS, U-verse®or other high-speed Internet connection. The installer will need to connect the ADT Pulse gateway to an open port on your router. If an open port is not available and you have broadband service, ADT will add a network switch to provide additional connection capability at a nominal charge to you.
A: You may use a PC running Microsoft®Windows®XP SP3, Vista (32-bit) or Windows 7 (32-/64-bit). Mac computer users may also use the system with OS 10.5 (Leopard®) and later.
Acceptable browsers include Internet Explorer®7, 8 (32-/64-bit versions) and 9 (32-/64-bit versions); Mozilla Firefox (versions 5 and 6) and Apple®Safari®(versions 3.2.3 and 4.0); as well as later versions of each browser.
Other operating systems and browsers may work but with reduced performance, or with graphics and layouts that do not appear correctly.
A: Your computer should have the latest JavaTMand QuickTime®applications.If you are not sure if you have these applications, please go to the following websites to download the latest software for your PC or Mac. These downloads are free.
A: ADT's alarm monitoring service works with many VoIP/digital phone service providers that have a Qualified Managed Facility Voice Network. ADT can answer any questions you may have about VoIP/digital phone services and how they work with the alarm system. We can also provide connection and service options for you when you contact us at 1.800.ADT.ASAP®(1.800.238.2727). If you receive telephone service from a compatible VoIP/digital phone service provider, we use that connection for transmitting burglary, fire and/or carbon monoxide alarm signals to ADT's Customer Monitoring Centers.
A: ADT uses a separate private network for video and color touchscreen communication. You are not able to use this network for PC applications, and ADT does not access your wireless PC network. The two networks are separate.
A: Video cameras generally "push" video out of your home or business and use a portion of your broadband connection to send video, sometimes referred to as the upload or upward path. The video cameras only push video out when a pre-determined event occurs, or when you log in to see live video. So, any effect on your standard broadband system is expected to be minimal.
A: Generally speaking, any cable or DSL speed that is equal to or higher than 256kbps up/1.5mbps down is expected to work with cameras connected to the ADT Pulse system. If you have DSL-lite or Satellite-provided broadband connections with 128kbps up/768kbps down, you may not be able to support more than two cameras.
Other types of Internet service, such as satellite service, may not have the upstream (customer-to-Internet) bandwidth to support live video. Satellite Internet service is also subject to weather conditions in the same way that satellite TV is, and may result in the customer receiving a higher amount of ADT Pulse outage notifications.
Aircard-based wireless broadband Internet service is generally intended to be used in conjunction with a mobile device, such as a PC, and would not provide the 24/7 availability required for ADT Pulse.
Both satellite and wireless broadband Internet service are also more likely to charge fees based on usage. With services like these, you can exceed your data limit, and may receive overage charges.
A: ADT uses broadband service for remote control of the system, installed devices and video applications. For burglary, fire and/or carbon monoxide alarm signals, ADT uses approved telephone connections and/or wireless cellular connections.
Applications, Mobile Access and Messaging
A: Launch your PC or Mac browser, go to https://portal.adtpulse.comand use the personal login information that was provided to you at your installation.
From your mobile phone, use https://mobile.adtpulse.com.
If you have an Android, iPhone, iPad®or iPod touch®mobile digital device, you may download the app free of charge from the Android Market or Apple's App Store and then use your login credentials to access your system. If your login is not accepted, please call ADT at 1.800.ADT.ASAP to activate this feature.
A: Go to the App Store and search for ADT Pulse Interactive Solutions, then download the app.
A: At this time, the only apps available are for iPhone and Android.
A: Either you do not have ADT Pulse service installed, or your user name and password are invalid. You may contact us to have ADT Pulse service installed or, if you already have ADT Pulse service, call ADT at 1.800.ADT.ASAP to reset your password.
A: Call ADT to have your invitation re-issued.
A: First, try clicking "lost password" and following the instructions. If that does not work, call ADT for assistance.
A: The timing for delivery of text messages to your phone is determined by your cellular service, which passes the message along to your phone.
A: Many email systems look for messages at certain intervals. Certain email clients, such as Outlook or Outlook Express, request messages at 15-minute intervals. So the message may be waiting with your email provider for a message-request cycle to occur.
A: ADT®alarm systems are designed to minimize false alarms by allowing the home or business owner the opportunity to disarm the system before the alarm service company receives an alarm and calls you and/or contacts the proper authorities. However, because text messages or emails for your own notification are not delayed, they are sent as soon as possible, and do not result in an automatic police or fire department notification.
A: To set up remote access, you will need to log in to your portal and change or add your master keypad code. To do this, log in to your personal ADT Pulse website at https://portal.adtpulse.com, go to the System tab and click "security panel." From there, you can go to "change master code," where you will enter your master code.
A: Z-Wave is one of the wireless technologies used to provide remote control and automated operation of devices in your home. For example, the ADT Pulse system uses Z-Wave technology to turn lights on and off, raise and lower the temperature in your home and control certain electrical appliances.
A: ADT Pulse Interactive Solutions can control many different types of devices. The following Z-Wave devices are currently supported by the ADT Pulse system:
Click hereto see a list of ADT approved Z-Wave-Enabled devices
These devices may be purchased through ADT.
A: If the item is not included on the ADT list above, you should not try to add it to your system. Many will work, but some may not.
A: You can plug in lamp or appliance modules without the assistance of an electrician. For example, if you want to control a table-top lamp, simply plug the lamp module into a wall outlet, then plug the electric lamp into the lamp module. However, for electrical outlets and switches that are installed in walls, ADT recommends that only qualified, licensed electricians connect them to Z-Wave devices.
A: To enroll a new device, log in to your personal ADT Pulse website at https://portal.adtpulse.com with your user name and password. Once you have accessed your Status page, click the System tab. You will see an icon in the upper-right area labeled "Manage Devices." Simply select this icon and follow the installation wizard to enroll your device into the system.
A: Check to make sure the original switch – the one on the lamp or power cord – is always set to the "on" position. This way, the attached Z-Wave device can turn the lamp on and off. If the main switch has been placed in the off position, the lamp cannot be controlled by the Z-Wave device.
A: Check to make sure you are using only incandescent bulbs for all dimmable light modules. Fluorescent bulbs are generally not dimmable. This also applies to the CFL (compact fluorescent light) bulbs used in round bulb sockets. Only standard incandescent bulbs are dimmable. Also, there are two types of lamp modules – one that allows dimming and one that is strictly on/off. The one that says "Lamp Module" is a dimming lamp module. The one that says "Appliance Module" is an on/off lamp or appliance module.
A: Check to make sure you don't have any interference from 900MHz devices. Certain 900MHz baby-monitor camera systems and 900MHz cordless phones cause interference to Z-Wave systems. If the baby monitor is a 900MHz system, it will typically have a channel selector on both the camera and the monitor. For two-channel systems, move each selector to Channel B. For three-channel systems, move each selector to Channel C. If there is a channel selector on the cordless phone, try a different channel.
A: To enroll a new device, log in to your personal ADT Pulse website at https://portal.adtpulse.comwith your user name and password. Once you have accessed your Status page, click the System tab. You will see an icon in the upper-right area labeled "Manage Devices." Simply select this icon and follow the installation wizard to enroll your device into the system.
A: ADT will be introducing a new Z-Wave-enabled door lock within the next few months.
A: Yes, ADT offers a Z-Wave thermostat. It is included in the ADT Pulse Advantage and Premier packages. Additional thermostats can be purchased through ADT, who will also coordinate their installation.
A: ZigBee is a different type of wireless communication technology, and is not supported by the ADT Pulse system.
A: Certain 900-MHz baby-monitor systems cause interference to Z-Wave systems (lighting, thermostats, etc). If the system is a 900-MHz system, it usually has a channel selector on both the camera and the monitor. For two-channel systems, move each selector to Channel B. For three-channel systems, move each selector to Channel C.
You may continue to use your baby monitor as a separate system, but you will not be able to view the baby monitor transmission through your ADT Pulse portal.
A: ADT wireless cameras use an encrypted wireless protocol known as WPA2. This is an industry-recognized method to limit access to wireless networks and communications so that your wireless signals remain private between the camera and the iHub.
A: ADT requires authorized users to log in through a personal ADT Pulse website for authentication using the HTTPS protocol. This is similar to what the banking industry uses in order to offer you secure online banking features. You must be authenticated to gain access to the camera and video connections. You should maintain the confidentiality of your authentication login information. In addition, ADT Customer Monitoring Center personnel are not permitted to view any customer images or video clips without your express permission when they are assisting you.
You may have the option to remain logged in to the ADT Pulse website from your PDA or other equipment for an extended period. If others obtain your PDA or access to such equipment while it is logged in to the ADT Pulse website, they may be able to view the images and data contained on or transmitted to this site via your cameras, including personal and private information. You are solely responsible for the security of your PDA or other equipment used to log in to the site.
A: Only wireless cameras provided by ADT can be used with the ADT Pulse system. Off-the-shelf cameras cannot be registered to the system.
A: Due to federal and various state laws, the ADT Pulse system does not provide the ability to deliver or store audio along with the video.
A: Since the camera uses a wireless connection to receive data, moving it a few feet closer to the ADT Pulse gateway usually improves the signal to the camera, solving the problem.
A: ADT Pulse outdoor cameras can see in the dark. Currently, the ADT Pulse indoor bookshelf cameras cannot see in the dark. Many people use an automation to turn on a light when requesting video. An automation is an option that allows you to preprogram an action to occur when triggered by another action.
A: The touchscreen connects to the Internet over a secure wireless Wi-Fi connection to the ADT Pulse Gateway that is shared with video cameras (if you have cameras installed). The ADT Pulse Gateway is connected to your broadband router.
A: The touchscreen requires power from a standard electrical outlet with the supplied power transformer.
A: You may unplug the touchscreen and move it to a different location, typically within 50 feet of the ADT Pulse gateway. There is a 60-second reboot period before it resumes operation.
A: Since the touchscreen may be moved around and unplugged, and does not have batteries for use during power outages and emergencies, a standard security system keypad gives you a point of control that is powered directly by the security system. For this reason, it is important that you always remember your keypad code.
A: Since the touchscreen uses a wireless connection to receive data, moving it a few feet closer to the ADT Pulse gateway improves the signal to the camera, which usually solves the problem.
A: ADT does not currently sell or support outdoor motion detectors.
A: ADT recently became aware that the ADT Pulse app may not launch on some iPhones with the iOS 6 operating system. We learned of this shortly after the iOS 6 release and are working on an expedited solution. We apologize for any inconvenience. .
A: It affects iPhones with iOS 6. Although some iPhone users with iOS 6 are unaffected, all those who are experiencing difficulties have iOS 6 installed.
A: We have not received any reports of iPads experiencing this problem.
A: We can confirm that some customers cannot launch the ADT Pulse application on the iPhone5 with the iOS 6 operating system. We're working toward a solution and will notify you immediately.
A: Developers get development software ahead of time, but we don't get the hardware any sooner than the public. In most cases the development software reflects what eventually ships, but in the case of the iOS 6 release, new problems were encountered that did not appear in the early testing.
A: ADT has reviewed the problem and we believe we have found the cause. We are now testing a solution and we have submitted it to Apple for approval and release. We are asking Apple for an expedited approval.
A: If you have a jailbroken phone or iPad, that may be the issue. ADT does not support jailbroken devices.
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"I can take
John Kerrigan has ADT Pulse installed in his home.Read more