Troubleshooting. ADT Mobile App for Android and iOS

Troubleshooting

The following table lists some common issues and their resolutions.

Troubleshooting

Symptoms

ADT Pulse ® Mobile App User Guide

Reasons Resolutions

The Pulse Mobile App does not launch, or signing in fails.

Arming or disarming from the

Pulse Mobile App fails

Although you may be on a Wi-Fi or cellular network, you might not be connected to the

Internet.

The security panel master access code stored for remote access may not match the code programmed in the security panel. This can happen if the master access code has been changed on the security panel, but the information that is stored for remote access has not been updated to the new code.

Check another app (such as

Weather) to be sure that you have a connection to the

Internet.

Using the master access code, arm and then disarm the security system directly from a security system keypad. This ensures that the code is valid.

Use a web browser to sign in to the web portal as the site owner user, then click the

System tab. Click Security

Panel, then change the

Security Panel Master Code to the code that was just successfully used to arm and disarm the security system.

The Pulse Mobile App has intermittent problems.

There might be an issue with the data cache.

You may not have the latest version of the app.

Sign out of the app, then tap the Settings icon on the

Sign In screen. On the

Settings screen, tap Reset

Application Settings, then tap OK. Tap Done to return to the Sign In screen and sign in again.

Check that you have the latest version of the app from the Apple App Store for iOS devices or Google Play for

Android devices.

Other unknown causes. If problems continue, delete the app completely and then reinstall it from the App Store for iOS devices or Google

Play for Android devices.

Need Help?

If you need help with using the Pulse Mobile App, tap the Need help? Get Support link at the bottom of the Settings section to create an email addressed to ADT App Support. Briefly describe the issue you are having and tap Send. An ADT representative will reply to you by email.

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