ADT Pulse® FAQs Want to take your home’s remote security and management to a new level? Here's a list of frequently asked questions about ADT Pulse® Interactive Solutions and home automation features. 1. What is different about the new version of the ADT Pulse App? The updated version of the ADT Pulse App has a new look and feel with easier access to the features you need, and the ability to personalize your dashboard. ADT also made several improvements to the app's performance, however, please note the following: To avoid login errors, we ask that Pulse users do not use any of the following special characters in your password: % & + • ¥ £ ¢ € Keep in mind that if you use an auto-generated password, you may not be aware it is using one of these characters.For security reasons, the app does not work on "rooted" or "jailbroken" phones to help mitigate the impact caused by malware, viruses and spyware. We recommend using https://mobile.adtpulse.com as an alternative to accessing your Pulse system on your mobile device. For specific FAQs about the ADT Pulse App, go to our ADT Pulse App page. Watch this video to learn more about the ADT Pulse 8.0 app. 2. Where can I download the newest versions of the Pulse iOS app and Android app, and the User Guide? For iOS users, visit the iTunes App Store® to download the latest version now. For Android Users, visit Google Play® to download the latest version now.For step-by-step instructions, here's the ADT Pulse Mobile App User Guide. 3. My ADT Pulse mobile app is offline. What should I do? First, check to make sure your Internet is working properly and you are able to go online. Next, check to make sure the gateway is plugged in and the connection is working properly. On rare occasions, a connection can be lost for unknown reasons. If this happens, reboot your system and re-check to determine if the ADT Pulse mobile app is back online. For simple and easy steps on how to reset your gateway, please read these directions on MyADT.com. 4. What is ADT Pulse? ADT Pulse is ADT’s home and business automation system. It combines home security with automation features that let you manage, monitor and modify your home from almost anywhere. You can remotely arm and disarm your home's security system, display video monitoring, control temperature and lights, receive alerts and custom notifications, as well as lock and unlock doors. The interactive home touchscreen is easy to use and you can access ADT Pulse on your mobile phone or tablet device. ADT Pulse is available for residential and business customers. Watch this video for an overview of ADT Pulse. 5. How can I get a Pulse upgrade on my existing ADT system? The easiest way to upgrade to ADT Pulse is to call 800.266.2537 and speak with an ADT representative who will be happy to help you. Watch this video to learn more about what ADT Pulse can do for you. 6. I have a condo. Will ADT Pulse work in my home? Yes. ADT Pulse is designed to work with any type of home whether you live in a single family home, townhouse or apartment. 7. Can I get ADT Pulse for my business? Yes. ADT Pulse is available for businesses in the U.S. and Canada. Now you can monitor your business with web-enabled devices, easily arm and disarm your system, receive alerts on activities within your business and watch video of employees and customers. Upgrade to ADT Pulse for your business today. Watch this video to learn more about ADT Pulse for business. 8. Can I customize my system features, or is ADT Pulse one size fits all? ADT Pulse was designed to be customizable; it is not "one size fits all." An ADT professional can help you select the right ADT Pulse plan for your home or business. You can customize your system with unique automations, schedules and alerts by adding controls for lighting, locks, temperature or garage doors and by adding cameras or touch screens. 9. Once it's installed, is it difficult to add additional devices to the system? No. Some devices, such as lamp or small appliance on/off modules, can simply be plugged into existing electrical outlets. Others require a little more skill, and may need the assistance of a professional electrician. To enroll additional devices, simply go to the System tab of your ADT Pulse device and select “Manage Devices.” On-screen instructions will guide you through the installation process. (Please note that each device has unique requirements that need to be followed.) For Z-Wave devices, press the “Sync” button on each device to connect the unit. Watch this video to learn How to Add a Pulse device. 10. Will my baby monitor work with ADT Pulse Interactive Solutions? Certain 900-MHz baby monitor systems cause interference to Z-Wave systems. If the system is a 900-MHz system, it usually has a channel selector on 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. 11. Does the ADT Pulse system support ZigBee devices? ZigBee is a different type of wireless communication technology, and is not supported by the ADT Pulse system. 12. How do I set-up modes with ADT Pulse? You can set up your ADT Pulse modes in a two easy steps. 1. The Modes button can be found under the word “Security” in the summary tab of your ADT webpage. Click this button and it will take you to the System tab.2. Next, select modes to control your home or business system—a maximum of eight (8) modes can be set up. Last, complete the setup by clicking the desired tab and selecting the menu options to create the action you would like. Modes can be associated with an existing alert, automation or schedule. Learn how to set-up modes by watching the video below. 13. How does the ADT touchscreen work? The interactive touchscreen is convenient, easy to use and works like any smart device. Home screen icons offer accessibility to features and services, allowing you to manage your home or business at the touch of a finger. You can arm and disarm your system, and check doors and sensors. If you have lighting and temperature automation installed at home, you can also manage these automations on the touchscreen. Access to web content allows you to follow news, sports and weather, all in one convenient place. 14. Where can I get quick access to an ADT Touchscreen user guide? ADT can provide you with a Touchscreen User Guide here. 15. How does the touchscreen connect to the Internet? 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. 16. Does the touchscreen operate on batteries? The current Netgear touchscreen has a battery that keeps it alive for a short period of time when not plugged into an electrical outlet, and allows it to be moved from place to place. 17. Can I move the touchscreen to a different location? You may unplug the touchscreen and move it to a different location, typically within 50 feet of the ADT Pulse gateway. 18. Since the system uses a touchscreen, why do I still need to have a standard push-button keypad for the security system? A standard security system keypad gives you a point of control that is powered directly by the security system. The touchscreen may be moved around and unplugged, and does not have batteries intended for extended use during power outages and emergencies. For this reason, it is important that you always remember your keypad code. 19. The touchscreen sometimes goes offline and stops working. How can I keep this from happening? The touchscreen uses a wireless connection to receive data. Typically, the signal to the touchscreen will improve if you move it a few feet closer to the ADT Pulse gateway. For simple and easy steps on how to reset your gateway, please read these directions on MyADT.com. 20. How can I arm and disarm my system using the Pulse app? After logging into the Pulse app, you'll see a large red or green icon on your dashboard.To arm your system, tap the green icon. Choose if you'd like to arm your system stay or away.To disarm your system, tap the red icon. Watch this video and learn how to arm and disarm your system using the Pulse app. 21. How do I set-up remote video monitoring? To set up video monitoring, first visit your ADT Pulse page to set up automations, options and preferences. To set up your automated video clip, select a trigger event, the time you want the event to occur, and the action to be performed. Click “save” to activate the automation. Recorded video clips will be displayed in the camera section of your ADT Pulse page. You can also receive text messages or emails with the video clip. 22. Can someone else access the wireless camera signal and view the images captured by the cameras in and around my home? ADT 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 its wireless communication remains private. 23. Can anyone view my camera transmissions over the Internet? No. ADT Pulse video is encrypted from end to end. 24. Can ADT Customer Monitoring Center view my images or video clips? No. ADT Customer Monitoring Center agents do not have access to view customer video. 25. Can I use any wireless cameras with the ADT Pulse system that I purchase on my own? No. Off-the-shelf cameras cannot be used with your ADT Pulse system. Wireless cameras provided by ADT support the end-to-end encryption required to secure customer video. 26. Can I listen and record audio in my home with the ADT Pulse system? No. 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. 27. How can I stop my camera from going offline and turning off? The camera uses a wireless connection to receive data. First, check to make sure the camera LED lights are on. Next, confirm that the camera is plugged in. If power is the issue, disconnect power to the gateway. Then, disconnect power to the camera. Wait 5 minutes before reconnecting the power. Try moving the camera closer to the gateway. Disconnect, then reconnect power to the gateway and camera. For simple and easy steps on how to reset your gateway, please read these directions on MyADT.com. 28. How much video and photo memory can I use per month? The system can store an unlimited number of photos and videos. Remember to save any important clips to your portal. 29. Which ADT Pulse cameras record images in the dark? All available ADT Pulse outdoor cameras can see in the dark. Older ADT Pulse indoor bookshelf cameras cannot see in the dark. Newer ADT Pulse indoor cameras such as the iCamera and the 8025 will work in low light or dark environments. 30. How can I add a light source to an area that is being recorded by an ADT Pulse camera? For ADT Pulse systems that use older camera, many people use an automation sequence that will turn on a light to ensure an area to be captured by is well lit. For best results, it is recommended that older cameras be replaced with newer models to insure that full functionality is achieved. 31. What is Z-Wave? Z-Wave is a wireless technology used to provide remote control and automated operation of lighting, lock, thermostat and garage door controller devices in your home. 32. How does Z-Wave work with the ADT Pulse system? The ADT Pulse system uses Z-Wave technology and works with compatible devices to turn lights on and off, raise and lower the temperature of the thermostat, control certain electrical appliances, and control door locks and garage doors. 33. What types of Z-Wave devices are available? Where can I get them? ADT Pulse Interactive Solutions can control many different types of devices. These devices may be purchased through ADT. Refer to a list of ADT approved Z-Wave-Enabled devices that are supported by the ADT Pulse system. 34. Can I use other Z-Wave items for sale on the web and in local stores? ADT encourages you to select a device from the approved list of Z-Wave enabled devices to insure compatibility. We cannot guarantee that non-ADT Z-Wave devices will work with the ADT system. Please refer to the ADT approved Z-Wave-Enabled devices to ensure you add compatible devices to your system. 35. Do I need an electrician to install Z-Wave items? No. You can plug in Z-Wave 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 in to a wall outlet. Then, plug the electric lamp into the lamp module. If you choose to install a Z-wave enabled electrical outlets and/or wall switches, ADT recommends that only qualified, licensed electricians connect the devices. 36. I installed a lamp module, but the lamp will not turn on. What can I do? Check to make sure the lamp or power cord switch is always set to the “on” position. If the main switch has been placed in the “off” position, the lamp cannot be controlled by the Z-Wave device. 37. Why can’t I dim my light? Check to make sure you are using only incandescent bulbs for all dimmable light modules. Compact Fluorescent light bulbs (CFL’s) are generally not dimmable. This also applies to the CFL bulbs used in round bulb sockets. LED bulbs can be dimmable and supported by newer Z-wave dimming controls for energy efficiency usage. Also, there are two types of lamp modules – one that allows dimming and one that is strictly on/off. The best way to check if a plug-in module is a dimmer is to check the model number against the approved list. 38. Why do my Z-Wave devices appear in my ADT Pulse portal as being offline? Check to make sure you don’t have any interference from 900MHz devices. Certain 900MHz baby-monitor camera systems and 900MHz cordless phones may cause interference with 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. 39. Does ADT offer a remote-control Z-Wave door lock? Yes, ADT offers Z-Wave door locks that can be added to your ADT Pulse system. One of the main features on the ADT Pulse app is the remote access capability that enables keyless entry door locks to be opened and closed. Here is how it works:Press the lock icon and the door will unlock. Remember to disarm the system before unlocking the door. Once the desired party has entered your home you can arm the system again directly from your mobile phone. If an ADT camera is installed the ADT Pulse app allows you to unlock the door remotely without having to share codes. You can also program your door to automatically lock by adding door lock automation. Watch this video and learn how to remotely lock your doors using ADT Pulse. 40. Does ADT offer a remote-control Z-Wave thermostat? Yes. ADT offers a Z-Wave compatible thermostat. Please refer to the available thermostats on the approved device list. 41. Does ADT offer a remote control Z-Wave garage door opener? Yes. ADT offers a Z-Wave garage door controller that is compatible with most garage door openers. Please refer to the available openers on the approved device list. 42. How do I enroll the Smart Bulb? The Smart Bulb enrolls just like any other Z-Wave device. Visit our ADT Pulse LED Smart Bulb FAQ page to learn how to enroll, troubleshoot, and more. 43. How do I remotely control and schedule lights on Pulse? ADT Pulse Lighting Control lets you automate lights and other small appliances in your home, helping to reduce energy use and enhance security. It works with a variety of lighting options, including custom wall switches, on/off or dimming modules and set up is easy. If you want to turn on your lights at night before you get home:1. Log into your Pulse portal 2. Go to the Schedules tab and click Add Schedule 3. Click more options to give the scheduled event a name 4. Enter a start time and an end time 5. Then specify the number of times you want the event to repeat 6. You can also set it to randomize so your lights will go on and off periodically 7. Choose the Days 8. Select the Start and End Action 9. Choose the desired Modes 10. Then click Save If you want to turn on or off your lights or small appliances connected to your system at any time: 1. Log into your Pulse app 2. Touch the Light icon 3. Choose the light or appliance you want to control and press On or Off 4. If a light has the dimmer module, select the desired Brightness level To prevent walking around in the dark at night, lights can also be programmed to turn on or off when doors are opened or movement is detected. Watch this video and learn how to remotely control and schedule lights. 44. The ADT Pulse app now has push notifications on mobile, how does this work? Push notifications enable you to choose to receive alerts in addition to, or in place of, SMS and e-mail alerts. Push notifications are specific to system notifications and camera motion. Please note that you cannot opt out of receiving email notifications. Here’s how to set it up: 1. When you download the latest version of the Pulse app, you will be introduced to the push notification functionality with a message 2. Click on the link in the message 3. Tap Allow to ensure the alerts are sent 4. You can verify that push notifications are turned on by looking through the settings in the hamburger menu. You will also see a new message within the message tray with additional details on how to implement the notifications. Please note that only site owners will receive the prompt to enable push notifications. If you are not a site owner, you won’t see a prompt or have the option to set up push messaging. If you received a push notification, but other family members did not, it is because only site owners will receive push notifications. To set up additional site users, please follow these steps: 1. Log out of the Pulse app 2. The site owner should log back into their family member’s device using the site owner login credentials 3. Accept the prompt to Allow push notifications 4. Log out of the app again 5. Log back in with your own credentials If you have multiple Pulse sites, you’ll automatically receive push notifications for all eligible sites once your device is registered. If you already receive notifications via text messages and you opt-in to push notifications, you may want to remove your phone number from the text message recipient list in the Pulse web portal to stop the text notifications. Please note that only site owners can remove alert recipients from the site. 45. Back to the Help Center You can browse by topic or search more FAQs.