SmartThings: Troubleshooting

    IN THIS ARTICLE

    How do I arm and disarm my SmartThings System?

    Why didn't I receive a call from Scout Alarm professional monitoring?

    How do I add multiple pass codes?

    What happens if the Scout Alarm integration is uninstalled?

    I dismissed an intrusion event but I still received a call from professional monitoring.

    Which sensors are professionally monitored?

    What is the "72-Hour Test Period"?

    I'm not able to log in to my Scout Alarm Professional Monitoring account


    How do I arm and disarm my SmartThings System?

    Arming

    To arm your SmartThings system, open the SmartThings mobile app and navigate to the "Smart Home Monitor" tab. Select "Arm (away)" or "Arm (stay)" to arm your security sensors. If there's an intrusion event, you will receive a call from Scout Alarm after 90 seconds. 

    Disarming

    If you armed "Arm (away)", you can disarm by selecting "Arm (stay)" or "Disarm" within 90 seconds of an intrusion event. This will cancel the signal to Scout Alarm and you will not receive a phone call from professional monitoring. 

    If you armed "Arm (stay)", you must select "Disarm" within 90 seconds of an intrusion event. This will cancel the signal to Scout Alarm and you will not receive a phone call from professional monitoring. 

    Why didn't I receive a call from Scout Alarm Professional Monitoring?

    If you do not receive a call from Scout professional monitoring:

    • Confirm "Scout Alarm" is installed as a "Professionally Monitored Service" and your monitoring account is active
    • Make sure 90 seconds have passed since an intrusion event. If the status is changed to "Arm (stay)" or "Disarm" within 90 seconds, or if you dismissed an event within 90 seconds, the signal to Scout Alarm professional monitoring will be canceled
    • Confirm your contact information on the "Location Information" page within the Smart Alarm integration is correct and up to date

    How do I add Multiple Pass Codes?

    Open the SmartThings mobile app and follow these steps:

    1. Navigate to the Smart Home Monitor tab
    2. Select Configure from the top right menu
    3. Under "Professional Monitored Service" select Scout Alarm
    4. Tap Scout Alarm to manage your location 
    5. Under "Edit your Monitoring Plan" select Edit
    6. Select Location information
    7. Scroll down to Location Access
    8. Type in a pass code (letters and numbers only) and select Add

    What happens if the Scout Alarm integration is uninstalled?

    If the Scout Alarm integration is uninstalled, your professional monitoring plan will continue. You'll be contacted via email with instructions for re-enabling the integration. 

    I dismissed an intrusion event but I still received a call from professional monitoring.

    Dismissing an intrustion event in the SmartThings app will not dismiss your active alarm, an alarm must be disarmed in the Smart Home Monitor in order to cancel the active alarm.

    Which sensors are professionally monitored?

    Open/close and motion sensors assigned to the "Security" module of Smart Home Monitor are monitored at this time. We look forward to monitoring other devices in the near future.

    What is the "72-Hour Test Period"?

    After adding the Scout Alarm Professional Monitoring integration and signing the Scout Alarm Professional Monitoring Agreement, your monitoring account will go into a 72-Hour Test Period. The test period allows you to test functionality, get comfortable with the dispatch process and ensures no false alarms are triggered. During this period, you will not receive emergency response for a triggered alarm.

    I'm not able to log in to my Scout Alarm Professional Monitoring account at www.scoutalarm.com.

    To view and edit your professional monitoring information, you must access your Scout Alarm Professional Monitoring account via the SmartThings app. Only Scout Alarm hardware customers can access their monitoring account via www.scoutalarm.com at this time.