Globe SmartLife Support

[email protected] FAQ's

 Q. What is the link to the adminstration portal for dealers and wholesalers?

A. The URL to the dealers and wholesalers portal is:

https://wer.protectaust.com/admincenter/Admin/Login.aspx?ReturnUrl=%2fadmincenter%2fadmin

  

Q. What is a universal transmitter?

A. This transmitter enables incorporation of third-party legacy-wired peripherals into the [email protected] platform by providing physical inputs. That is, the normally open (NO) or normally closed (NC) outputs of existing peripherals such as PIR’s can be connected to this device so they work and report to the [email protected] platform.

 

Q. How do you connect my [email protected] System to Google?

A. Review the document on Globe SmartLife’s Support page of our website.

Q. How do you connect Z-Wave devices?

A. Please refer to videos on Globe SmartLife’s YouTube channel:

https://www.youtube.com/watch?v=6v5D_NPoZpE&list=PLNiFscbMosSgBCUwkfg0-wNX27W2UsZXh

 

Q. Where is the temperature in my [email protected] App displaying from?

A. The temperature that is being displayed on your mobile application is from the device you have set. Click on the temperature and there you will be able to change the device you would like to receive the temperature from.

Q. What is night and day mode

A. This is where you can set a different mode so all the peripherals can act accordingly to what you have set. For example – night mode will enable all outdoor devices to continually monitor however will turn off the internal devices so the individuals inside can continue to maneuver inside without triggering an alarm. Comparatively, Day mode may enable you through smart rules to only detect the front and back door being opened and disable all other peripherals.

 

Q. How do I add a section to favourites?

A. On the mobile application, click on the favorites tab which is at the bottom, tap on the plus sign and this is where you can assign a specific device to your favorites.

Q. How many users can I have on at one time?

A. 2 masters and 30 standard users.

 

Q. Why is my Central Hub orange?

A. There are a multitude of potential reasons for this. Ensure that the Hub is connected to the networks switch/router via the provided network cable, Check that internet service is working by any webpage on your computer, verify that connection to the internet is a direct connection (not dialup connection) or verify that port 43001 is open for the home’s router firewall. For more info, review the [email protected] System user guide.

Q. What is a good location to install an IPD or PR?

A.

  • Don’t place the device in front of light / heat sources (opposite to windows / close to a lamp).
  • Install the device 2.1 meters (6.9 ft.) to 2.3m (7.5 ft.) above the floor.
  • You can use ‘walk test mode’ to verify the detector’s detecting range (30 minutes following power-up)

 

Q. Something is wrong with these parts, I installed an IPD/PIR and it is constantly tampered. Why?

A. The device is not installed correctly. Make sure it is installed vertically, lens facing down

 

Q. How do I add another user to the system?

A. The master user can add additional users via user’s management in the mobile application.

 

Q. Why is the Hub Green and then Orange? What should I do?

 A. The account Administrator should contact your mobile operator and get APN information (APN, APN User and Password) or Go to mobile applications and access the APN settings: Via Settings -> Places (hubs) -> APN. Set the APN information and then ‘send SMS to hub’ wait for the LED to turn Green

 

Q. How many extra peripherals can I have?

A. The following provides a list of peripheral types and the maximum quantity of devices permissible:

  • Up to 8 Key fobs
  • Up to 64 Magnets and Motion Detectors
  • Up to 8 Cameras
  • Up to 8 Tag Readers
  • Up to 8 Tags
  • Up to 3 Indoor Sirens
  • Up to 16 safety devices (Smoke Alarm, Flood Detector and Universal Transmitter)
  • Up to 1 Z- Wave controller
  • Up to 232 Z- Wave devices

 

Q. There’s a rattle noise when I hold the IPD/PIR, is it broken?

A. No it’s not broken, it is the internal tilt tamper of the device.

 

Q. My Z-Wave thermostat is not responding and does not perform rules it is assigned to. What should I do?

A.

  • Press the thermostats Pairing button to revive the device.
  • Verify the thermostat responds when using the Control tab in the application. 
  • Test the rules and verify the thermostat is working again as expected

 

Q. My Z-Wave switch appears in the device list with this sign  What does it mean? How can it be fixed?

A. The sign indicates the switch is out of range

  • Ensure that the switch is connected to a working power source.
  • Move the switch to a different location with fewer obstacles between the Z-Wave Extender and the switch.
  • Press the switch pairing button and verify it is back to functioning via the Control tab.

 

Q. I removed a Z-Wave dimmer from my system, but it still appears in the devices list. What should be done to have it disappear?

A.

  • It is recommended to update the Z-Wave network after a change in the system (adding / removing Z-Wave device)
  • Go the Settings via the Main Menu
  • Tap Z-Wave and then Network Update
  • Verify the removed dimmer no longer appears in the devices list

 

Q. How do I configure a remote control?

A. View our YouTube channel or use this link to view how to configure a remote control to your [email protected] system

https://www.youtube.com/watch?v=FL9zetZTN5k&list=PLNiFscbMosSjM9T3j4bj9skFml_AfiNsV&index=10

 

Q. I’m trying to add a device but it doesn’t work! What’s wrong?

A.

  • During the ‘Add Device’ procedure, the batteries should be inserted only after instructed to do so.
  • Check the batteries, make sure they are new and were inserted in the correct polarity. It is highly recommended to always use new batteries.
  • There’s static electricity in the device discharge prior to inserting the batteries (see the [email protected] System User Guide for instructions per device).
  • Make sure you’re close enough to the Hub.
  • Make sure you are trying to add the correct device.

 

Q. Why is adding the key fob different than the other devices?

A. The Key-Fob is a user assigned device (for advance controlling, authorisation and logs). 

 

Q. I want to give the key fob (KF) to my son; do I need to do anything?

A. 

  • Create a user for your son define it as a Standard User.
  • If the KF is already assigned to a user delete the KF.
  • Add the KF and assign your son’s user to it. If successful: The KF should appear in the Dashboard as the son’s KF.

 

Q. I installed/replaced batteries in the device and now it’s not working What’s wrong?

A.

  • There’s static electricity in the device discharge previous to inserting the batteries (by pressing keys / tamper switches).
  • Check the batteries, make sure they are new and were inserted in the correct polarity. It is highly recommended to always use new batteries.

 

Q. I got a supervision loss status on a device. Why? What should I do?

A.

  • Your batteries may be flat: look for a low battery event reported from the device recently. Replace the batteries and verify the device is Active and reports an RF level.
  • Was the device installed to far away from the Hub or in a bad reception area (i.e. basement, protected space)? Remove the device from its place, bring it closer to the Hub, remove and re-insert the batteries and check its status.
  • Did you move the Hub to a bad reception area? Move the Hub to a different and more central area in the house and verify your devices’ status

 

Q. I get a Panel Offline notification. Why? What to do?

A.

  • Check your internet connection and the connection between the Hub and the router / Internet socket.
  • If the Hub is working as a cellular only unit check your cellular network and verify that your SIM card wasn’t blocked

 

Q. I get a lot of tamper events and push notifications during IPD / PIR battery replacement, Is this normal?

A. Yes, after adding a new PIR / IPD or after 1st time registration process, there are 30 minutes when the tamper events do not generate push notifications but they are logged in history.

 

Q. It takes a long time to get a live video. Why?

A. This is normal: if your Hub is connected only via cellular network, getting a clip may take more than 20 seconds. Connect the Hub to an Ethernet connection and re-try, A video clip is received within a few seconds.

 

Q. It took a long time for a security clip to be available on the apps following an alarm, what’s wrong?

A. This is OK unlike live Comfort video, Security Video is available on the server after a certain delay, Security Video appears in Recent Events / History after a burglary alarm event.

 

Q. I take a video from IPD but the video is all black. What’s wrong?

A.

  • If the lights in the room are off this is ok. The Flash works only on security events.
  • Something may be blocking the camera.

 

Q. I trigger a security video but the flash doesn’t light, why?

A. The flash is light sensitive if there’s enough light to take a clip it will not go off, trigger a security video in a dark room, verify the flash is working and the clip is clear

 

Q. I got “Another video stream is in process” message, what does it mean?

A.

  • Another user is currently watching a live clip. Wait a few minutes and retry.
  • A video was just taken (by you or another user). You can verify the event in Recent Events / History, wait a few minutes and retry, After a few minutes, the video clip will play properly.

 

Q. In the middle of a live video, I get “Master user has requested a video stream” message and the video stops what happened?

A.

  • A master user in the system is taking a video, and it stops a video a standard user is watching.
  • Wait a few minutes and retry.

 

Q. I was watching a live video and got an error message “Video clip stopped due to new security clip” and my video was stopped. Why?

A.

  • This is OK – another camera in your system detected an intrusion.
  • Security video has higher priority than comfort video.

 

Q. My system was armed and I was watching a live video and suddenly I saw a person in the clip why didn’t my camera trigger an alarm?

A.

  • No Security Clip was generated since you were already watching a video (live) and if the burglar had passed by your camera, his image would have been captured.
  • If the burglar triggers another device, the alarm will go off, there’s burglary event triggered from a device other than the camera used, and the video clip can be viewed from History / Recent Events as a regular clip.

 

Q. My camera’s batteries are draining quickly, what could be the cause?

A.

  • If you’re taking videos frequently the batteries will be drained relatively fast.
  • A frequent use of the flash will drain the battery as well; Batteries last longer when the user reduces the use of live video.

 

Q. Why is the red LED in my IPD blinking?

A. Somebody is currently taking a live video, the red LED blinks every time a live video is taken.

 

Q. Sometimes the IPD / PIR doesn’t detect (not during ‘walk test mode). Why?

A.

  • In order to save batteries, the IPD / PIR has 2.5 minutes NO-DETECT interval following detection. In case you passed by the IPD / PIR within this period, no new event will be generated by the IPD / PIR. However, the interval counter will re-start counting the 2½ minutes period.
  • Verify no one passed in front of the PIR / IPD for at least 3 minutes, and then trigger it.

 

Q. I get tamper events from my PIR / IPD occasionally. What is wrong?

A.

  • Check the location where the device was installed. If it was installed next to a door or a window for example, it is possible that the vibrations from slamming the door / window are triggering the internal tamper.
  • Place the device in a different location and retry.

 

Q. Why does the red LED of the IPD / PIR blink after replacing the batteries?

A. This is normal the device is in ‘walk test mode’ for 30 minutes to allow range test of the IR detector.

 

Q. Are all Products approved to be used in Australia?

A. Yes, all the products have been tested and certified to be used in Australia.

 

Q. What protection or encryption does the product have?

A. All devices employ 128-bit encryption making them highly secure from potential hacking.

 

Q. What is a typical cellular data usage if internet fails?

A. The product will automatically divert to a redundant cellular network for communications in the case of an internet failure. The typical data usage on a basic home kit is 3-8 Mbytes per month.

 

Q. Does [email protected] support SMS and Push notifications

A. Yes, Push notifications are enabled by default at no extra charge. However, SMS notifications have been disabled to avoid SMS charges.

 

Q. How long will the battery last in my [email protected] Hub if the main fails?

A. The Battery of the hub will remain active for up to 3 Hours. Note- it will disable all Z-Wave devices during this time to conserve power.

 

Q. What is the IPD Quality of the camera?

A. This is a low resolution camera providing VGA Quality to conserve battery life.

 

Q. Does the smart extender need to be in range of the hub?

A. The smart extender does not need to be in range of the hub. The smart extender, extends coverage of a system at the cloud level so that it runs independently of the main hub yet integrated with the [email protected] Hub devices via the cloud server.

 

Q. What does back to base monitoring and self-monitoring mean?

A. 

  • Back to base monitoring is where events such as alarms and intrusions are sent back to a 24/7 manned control room who will then notify you of the event.
  • Self-monitoring is where the alarms and intrusions are pushed to you or your family members mobiles directly. The [email protected] Range of products supports both monitoring options.

 

Q. Can I automate my front door locks?

A. Yes, however, you need to know whether your lock is a European, American or Australian version. American locks typically require a 90 degree turn of the key to lock/unlock. European locks typically  require 360 degrees and Australian locks are typically 180 degrees.

[email protected] FAQ's

Q. Why am I getting push notifications that a device  has lost connection?

A. Push notifications are sent when devices are out of range (too far away from) of the central hub or when the internet connectivity within the house is poor  or the battery life of the device is low.

 

Q. How do I change the email where  notifications are sent to?

A. Once you have logged into the portal, head to the user’s section at the top left. Find the individual contact that is the administrator and change that email to another email of your preference.

 

Q. How can I find out a Residents step count?

A. Once logged in, head to the ‘Analysis’ overview section. Here you will head to go to the ‘reports’ section and click on step count The step count will be generated from the pendant that has been activated. If you would like to choose a different pendant then you can change it on the left-hand side of the screen.

 

Q. How do I configure the pendant?

A. Download the mobile application ‘[email protected] Active Australia’. Once you have downloaded this app, follow the prompts and once configured, it will automatically update the portal page and start recording data.

 

Q. What is the difference between the pendants

A. There are four types of pendants that cater for different needs.

  • The Emergency Pendant Active (EPA) is the top of the line product that provides step counting, GPS tracking on alert, fall detection emergency alerts and is waterproof. The Emergency Pendant Active Jewelry (EPA-J) offers the same functionality as the EPA but is presented as a Jewelry item to remove the “stigma” of wearing a monitoring pendant.
  • The Emergency Pendant Plus (EPP) offers the same functionality as the EPA except that it does NOT provide fall detection capabilities. Careful consideration should be given as to whether this feature is necessary or not depending on the mobility and fragility of the resident. Similarly, the Emergency Pendant Plus Jewelry (EPP-J) version is a stylish approach to the standard unit.

 

Q. How do I activate a two-way communication from the VPD? Its’ not working…

A. When an emergency call is received on your mobile, you will be able to hear audio from the resident who triggered the emergency event. To establish two-way audio, you must press 6 on your mobile keypad to initiate two-way communications. This can be problematic depending on your phone carriers’ settings. A new full duplex (two way) version will available mid-2021.

 

Q. My Magnetic sensor is not working… why?

A. Ensure that the magnetic sensors are not more than 3cm away from one another or it is within a 2-meter radius of the control panel. If so, correct for successful pairing.

 

Q. Why is the default kit supplied with 5 PIRs and 2 Magnets?

A. The purpose is to detect main activities in the house – dining, sleeping, restroom, toilet, living areas, doors, etc..

 

Q. When does the panel send detections?

A. The panel reports on activities every 10 minutes (pre-defined parameter in the panel’s configuration)

 

Q. Do I need landline or Wi-Fi infrastructure?

A. The panel works with an internet connection as the primary and a cellular SIM card in the event of an internet failure. Two redundant communication paths.

 

Q. Should I disconnect the panel when I am on vacation?

A. No, the system will report that the resident is out of the house.

 

Q. What happens in case of power failure?

A. There is a backup battery in the base unit that will last for up to 48 hours. When the unit is operating on battery only mode, only the emergency button is operational to conserve power.  You will also notice that the Panel’s LEDS will turn off after few minutes to reduce power consumption and a ‘main power disconnected’ message will be sent to the call center.

 

Q. Does the pendant work if I have a garden?

A. The pendant is intended to be used inside the home and not outside. The device has a 200m radio range (approx.). It is recommended to test the range of your emergency pendant around the house.

 

Q. What if I have more than one exit door?

A. All exit doors should have a magnetic sensor (MGLS) installed so the system can detect when a resident leaves the home.

 

Q. How is the panel updated with the default rules?

A. Default rules are downloaded to the panel upon panel’s activation. The default rules are saved in a dedicated database table.

 

Q. What are the alerts that are part of the learning behavior mechanism?

A. The artificial Intelligence (AI) algorithms learn and alert on possible falls and Abnormal behavior.

 

Q. How is the “door left open” alert set?

A. There are pre-defined parameters set in the database for all residents. It is part of the default rules that will be downloaded to the panel upon panel’s activation. It is not part of the learning behavior mechanism.

 

Q. How is it decided that a resident is out of the home (OOH) or someone is back at home?

A. The panel decides based on its configuration.

  • For exit decision – If the door was opened \\closed + there is no more than x detections in a certain period
  • For entry decision – If there are more than x detections in a certain period

 

Q. When will the alert “resident is out of the home (OOH) longer than usual” be generated?

A. The alert will be based on a dedicated database table that defines the thresholds for the alert. It is not part of the learning behavior mechanism.

 

Q. When will the alert about “possible fall” be generated?

A. The alert will be generated if the resident stays in the room longer than usual. Alert thresholds are set based on the default thresholds in the first 30 days after the installation, and then updated based on the learning behavior mechanism.

 

Q. When will the alert “someone was detected at home again” be generated?

A. The alert will be generated only following the alert “resident is out of the home (OOH) longer than usual”. Once there are movements again in the house, the panel will decide if someone is at home based on its configuration. If it was decided that someone is at home again, the alert will be generated.

Q. Why do i have an orange emergency sign next to the status of my device?

 This is okay. it is just an information message in regards to one of the devices has had something occur to it (for example- a smart rule has occured or the control panel has been restored)

Q. When is the alert “abnormal activity” generated?

A. The alert will be generated if a “low activity” or “high activity” is detected by the server rules. These activities are analised by algorithm checks for additional indications that point to abnormal behavior. The server will generate the alert if there are enough indications for abnormal behavior.

 

Q. Under what circumstances will the ‘not at home’ feature not report?

A. When a door/window sensor is last opened/closed the system will realise that a resident has left. It will take 10 Or 20 mins to evaluate the change and it will then report that the individual has left the house.

 

Q. Why is a peripheral not being recognised by the control panel?

A. This could be due to the peripheral device being too close to the control panel or when a battery has gone flat. Note, low battery warnings are sent prior to this occurring. In this case:

  • Remove the batteries from the peripheral.
  • Shake the peripheral gently to remove the residual power. You should hear a rattling sound. That is the tamper switch. The rattling sound is normal.
  • Position the peripheral no less than 2 m (6 ft. 7 in.) from the control panel.
  • Insert the batteries into the peripheral. The control panel should recognise the peripheral.

 

Q. The control panel announces the wrong location assignment for a peripheral, after batteries are inserted into the peripheral… how do I fix?

A.

  • Reinstall the peripheral according to the list on the kit label
  • Reassign the peripheral to the location announced by the control panel installation mode

 

Q. Are [email protected] Products certified?

A. Yes, all the [email protected] products have been tested and certified to be used in Australia.

 

Q. What is a typical cellular data usage if internet fails?

A. In the event of internet failure, the product will automatically divert to a redundant cellular network for communications. The typical data usage for a [email protected] Pers kit is 1 Mbyte per month, on a Family kit it is 5-8 Mbytes per month and on a Pro kit it is 20-30 Mbytes per month plus calls plus SMS’s.

 

Q. Does the [email protected] Product support artificial intelligence?

A. Yes, the [email protected] Pro package supports AI where it will learn a resident’s movements and characteristics over a 30-day period and adjust alert thresholds accordingly.

 

Q. How does an Emergency Pendant Active detect that I have fallen?

A. The pendant includes 4 accelerometers to detect high velocity movements. Note: The pendant must not be worn on the wrist. The [email protected] EPA is a leading product in the market space but it is important to note that fall detection is difficult to detect and depending on the nature of the fall, it may not be 100% accurate.

 

Q. Why would I get an Active emergency pendant rather than Plus?

A. The Active Pendant has the benefit of talking to a base station when in range and then handing over to Bluetooth communications of a smart phone when the resident leaves home such as going to the shops or going for a walk. If the resident activates the pendant away from home, the alert will go to a control room and then open a voice telephone call via Bluetooth. It will also providing a GPS location. The Plus device is only operational when it is within a 200m range of the base and does not have fall detection or Bluetooth connectivity.

 

Q. Will the PIR detect my pets and give false readings?

A. The PIR’s are designed to measure heat and mass greater than 40 kg. If you have a pet, a pet lens can be fitted to the Device to inhibit detection of a pet. Note- Many elderly residents are frail and may come close to this 40 kg weight so sensor location is very important.

Q. How do we enable communication for the VPD?

A. The VPD is automatically in Half-duplex form (which is one way communication). Clicking 1 will enable you to switch from listen to talk. clicking 3 will enable you to switch from talk to listen. lastly, 6 will allow you to move communication from one VPD or CP to another in the loop. 2 will allow you to change the volume of the volume

Q. How to activate the VPD via voice?

Say the phrase “Emergency Alarm, Emergency Alarm” and it will trigger an activation

Q. Do any of the [email protected] Products support auxiliary inputs?

A. Yes, The Stationary Panic Button (SPB) has an auxiliary input that can be used for other devices such as a blow switch (straw) for disabled people.

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