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Frequently Asked Questions

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 PulseSM Interactive Solutions. If your questions or comments have not been addressed in any section of the FAQs, feel free to call or email us.

 

General

 

Q: What is ADT pulse Interactive Solutions?

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 here to speak with a representative about ADT Pulse.

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Q: I'm ready. How do I know if my home is ADT Pulse-ready?

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 here to speak with a representative about ADT Pulse.

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Q: I have a condo. Will ADT Pulse work in my home?

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.

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Q: Can I get ADT Pulse for my business?

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.

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Q: Can I customize my system, or is ADT Pulse "one size fits all"?

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 here to speak with a representative about ADT Pulse.

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Q: What are the ADT approved Z-Wave-enabled devices?

A: Click here to see a list of ADT approved Z-Wave-enabled devices.

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Q: Can I get ADT Pulse at my primary home and my vacation home?

A: Yes. ADT Pulse is the ideal way to monitor and manage your home while you're away. Call 800-205-8959 or click here to speak with a representative about ADT Pulse.


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Q: How do I know whether the desired action has occurred?

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 here to speak with a representative about ADT Pulse.

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Q: Once it's installed, is it difficult to add additional devices to the system?

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 here to speak with a representative about ADT Pulse.

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Q: How do I get started?

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.

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Equipment

 

Q: What kind of equipment do I need in order to use ADT Pulse Interactive Solutions?

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.

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Q: What kind of computer is required?

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.

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Q: Do I need any special software for my PC or Mac?

A: Your computer should have the latest JavaTM and 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.
www.java.com
www.apple.com/quicktime


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Q: Will ADT's service work with my VoIP/digital phone service provider?

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.

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Q: Does ADT use my home Wi-Fi network?

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.

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Q: Will the cameras slow down my Internet connection or otherwise interfere with my computer?

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.

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Q: My cable or telephone service provider offers many different speeds. What speed do I need for use with the ADT Pulse system?

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.

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Communication

 

Q: If ADT is connected to my broadband service, does that mean all the alarm signals go through my modem?

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.

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Applications, Mobile Access and Messaging

 

Q: How do I access my home or business from a computer or mobile phone?

A: Launch your PC or Mac browser, go to https://portal.adtpulse.com and 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.

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Q: How do I obtain an ADT Pulse app for my iPhone?

A: Go to the App Store and search for ADT Pulse Interactive Solutions, then download the app.

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Q: How do I obtain an ADT Pulse app for my smartphone (other than an iPhone or Android?)

A: At this time, the only apps available are for iPhone and Android.

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Q: I downloaded the app, but I can't log in. What do I do?

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.

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Q: My invitation to log in to the ADT Pulse portal has expired. How do I obtain a new invitation?

A: Call ADT to have your invitation re-issued.

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Q: I am unable to log in to the ADT Pulse portal.

A: First, try clicking "lost password" and following the instructions. If that does not work, call ADT for assistance.

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Q: The ADT Pulse system is supposed to send me a text message when it has been disarmed. Why do the text messages sometimes arrive in a short period of time, and at other times they take longer to arrive?

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.

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Q: The ADT Pulse system is supposed to send me an email when my system is armed. Why does it seem to take a long time for these messages to arrive?

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.

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Q: The alarm system went off and I did not disarm it fast enough. Why did I receive a text message or email before ADT called me?

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.

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Q: I am unable to arm or disarm the system remotely.

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.

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Z-Wave

 

Q: What is Z-Wave?

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.

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Q: What types of Z-Wave devices are available, and where can I get them?

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 here to see a list of ADT approved Z-Wave-Enabled devices
These devices may be purchased through ADT.

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Q: I found other Z-Wave items for sale on the web and in local stores. Can I use these instead?

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.

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Q: Do I need an electrician to install Z-Wave items?

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.

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Q: Now that I have installed a Z-Wave device, how can I get my system to operate it?

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.

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Q: I installed a lamp module, but the lamp will not turn on.

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.

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Q: Why can't I dim my light?

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.

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Q: My Z-Wave devices are not working. They all appear in my web portal as being offline. What should I do?

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.

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Q: How do I enroll a new Z-Wave device?

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.

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Q: Does ADT offer a remote-control Z-Wave door lock?

A: ADT will be introducing a new Z-Wave-enabled door lock within the next few months.

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Q: Does ADT offer a remote-control Z-Wave thermostat?

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.

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Q: Does the ADT Pulse system support ZigBee devices?

A: ZigBee is a different type of wireless communication technology, and is not supported by the ADT Pulse system.

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Q: Will my baby monitor work with ADT Pulse Interactive Solutions?

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.

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Video

 

Q: Are the wireless cameras secure? That is, can someone else access the wireless camera signal and view the images captured by the cameras in and around my home?

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.

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Q: Can someone else view my camera transmissions over the Internet?

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.

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Q: Can I use wireless cameras with the ADT Pulse system that I purchase on my own?

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.

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Q: Can I listen to what is happening in my home with the ADT Pulse system, and record audio as well as video?

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.

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Q: The camera sometimes goes offline and stops working. How can I keep this from happening?

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.

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Q: How long does recorded video stay on the system?

A: Recorded video is stored on the ADT server and is kept available to you for a rolling 30 days. At any time during that 30-day window, you can save or email stored clips. After 30 days, video clips are purged from the server, and are no longer retrievable.

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Q: How much video/photo memory can I use per month?

A: The system can store an unlimited amount of photos and videos. Photos and videos are purged after 30 days. Remember to save any important clips to your portal within the 30-day window.

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Q: Can ADT Pulse cameras record images in the dark?

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.

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Touchscreen

 

Q: How does the ADT touchscreen connect to the Internet?

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.

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Q: Does the touchscreen operate on batteries?

A: The touchscreen requires power from a standard electrical outlet with the supplied power transformer.

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Q: Can I move the touchscreen to a different location?

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.

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Q: Since the system uses a touchscreen, why do I still need to have a standard push-button keypad for the security system?

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.

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Q: The touchscreen sometimes goes offline and stops working. How can I keep this from happening?

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.

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Q: Can I add outdoor motion detectors to the system?

A: ADT does not currently sell or support outdoor motion detectors.

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FAQ's for iOS 6 Users

 

Q: I updated my phone to iOS 6 and now the ADT PulseSM app won't launch?

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. .

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Q: Which phones does this affect?

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.

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Q: Does this affect iPads?

A: We have not received any reports of iPads experiencing this problem.

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Q: I received my iPhone5 but the ADT Pulse app won't launch.

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.

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Q: Don't app developers get early access to Apple updates?

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.

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Q: What is ADT doing about this?

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.

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Q: What can I do in the meantime to use ADT Pulse remotely on my iPhone?

A: If you launch your Safari browser, you should be able to log in at https://mobile.adtpulse.com or https://mobile-ca.adtpulse.com (for Canada) and gain access to your system.

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Q: I tried the site mobile.adtpulse.com and it doesn't work?

A: If you have a jailbroken phone or iPad, that may be the issue. ADT does not support jailbroken devices.

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