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Device Troubleshooting





Not sure why your panel is beeping? Need to change your smoke alarm battery? We have resources for that here. You’ll also find a number of How-To videos to walk you through simple product tasks you can perform without scheduling an appointment.

While this page covers the most common equipment and tech issues and questions, keep in mind we’re always here to help.

Feel free to give us a call anytime: 1.800.PROTECT (1.800.776.8328).

How To Video Series

How To | Simon XTi Battery Replacement

Learn how to change the battery in your Simon XTi Panel. Reminder: Before changing the battery, make sure your system is disarmed and placed on test mode.

Watch XTi Battery Video

How To | Install the Guardian App

You will learn how to install the Guardian App on your internet-connected mobile device. This video will also show you how to delete the app.

Watch App Video

Looking for more? Check out our full how-to series

Watch Now

Equipment FAQs

  1. Verbal Alarm Password – single word used to verify your identity when an alarm is triggered or when speaking to Guardian Protection. This password gives you authority to make changes on your account. You won’t want to share this password with many people.
  2. Master Panel Code – Numeric code used to arm and disarm your security system at your panel.
  3. Duress Code – Numeric code that will disarm your security system at your panel, but silently notifies Guardian of an emergency
  4. Limited Level Password – When you are giving access to your home or business to someone for a limited time, assign them a limited level password that can only be used for a specific amount of time. You can add a limited password on your keypad or by calling us at 1.800.Protect and answering a few security questions.

If you are unsure about your passwords, need to update your password or make a limited level password contact our customer care team for more help at 1.800.PROTECT(1-800-776-8328).

Read our Severe Weather Alert blog post to get specific instructions for your panel. If you need additional help, please contact us at 1.800.PROTECT (1-800-776-8328) and our customer care team will be happy to help.

Your system should restore to its previous arming state. If your panel was armed prior to losing power, it should be armed when the power restores to the system. Most panel batteries recharge within 24-48 hours. If your panel battery does not recharge within 48 hours, the battery will need to be replaced. You can learn how to replace the panel battery here.

Testing your system is communicating with our Monitoring Centers is important. Instructions to Test Your System can be found here. Once you’ve tested, make sure to check that your test signal was received, if it wasn’t, call US and we’ll help. Remember to test monthly!

Try disarming your system or, if you have a touch screen, look for a trouble alert and acknowledge it by pressing that symbol on your keypad. For system specific tips, view your manual under the documents section of customer care. Need assistance? We are happy to help you at 1.800.PROTECT (1-800-776-8328).

Your system has a main backup battery and could also have batteries in devices if they are wireless. Check the system keypad for information on which battery needs to be replaced. Once you determine which battery, the replacement is easy. First place your system on test following these instructions. Once on test, you can open the device to check the battery. You can watch our battery changing videos for instructions.

Yes! Just call 1.800.PROTECT (1-800-776-8328) and we can have replacement batteries shipped directly to you.

Visit our Resources Section for an online version of your manual on the customer care site.

Depending upon the system you purchased messages could be different. We recommend you check the displayed message against the contents of your owner’s manual. You can check out an online version of your manual in the Resources section.

Head over to our FAQ page for even more answers to your questions.

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