Product Support

Our products are designed to be easy to setup and operate. However, if you should have need for assistance, we have provided on-line technical support below. If you have any further questions after reviewing this page, please call Tech Support at 800-207-6269 or e-mail us at

Dual Tech - Radio Version

1. The system does not respond to any command - System appears dead - No transmit or receive.
2. The system is transmitting, but is not responding to commands.
3. The system is reporting too many nuisance alarms.

Dispatcher - Radio Version

1. The system does not respond to any command - System appears dead - No transmit or receive.
2. The system is transmitting, but is not responding to commands.
3. The system is reporting too many nuisance alarms.
4. The wireless sensor does not cause an alarm.
5. The FAULT light on the wireless receiver panel is lit and does not go out.

Agent - Radio Version

1. The system does not respond to any command - System appears dead - No transmit or receive.
2. The system is transmitting, but is not responding to commands.
3. The system is reporting too many nuisance alarms.
4. The wireless sensor does not cause an alarm.
5. Agent continually repeats "attack" announcement.

Spy - Radio Version

1. System appears dead - No system busy or battery OK LED lighted.
2. The system is reporting too many nuisance alarms.
3. The wireless sensor does not cause an alarm.

All Systems - Cellular Versions

1. The system does not answer when called.

PC Program

1. Program will not connect. Error message says "connection error, contact factory".
2. Program will not connect. Attempts on all ports result in the "Cannot Connect" message.
3. System will not record messages.
4. System disconnects during programming session.

Troubleshooting the LOOKOUT Dual Tech - Radio Version

Dual Tech #1: The system does not respond to any command - System appears dead - No transmit or receive.

Possible causes:

• System is not ON -> Turn key switch ON.
  
• Radio is not ON -> Remove DT hat, check radio ON, set volume to 50%.
• Channel on hand-held radio is not set correctly -> Verify frequencies with your radio dealer.
• Hand-held radio battery needs charging or replacement -> Key up hand-held and verify Tx.
• System battery needs charging or replacement -> Charge system overnight. (A system that has been completely discharged may need a new battery.)
• All PIR sensors are OFF -> Bump the system to hear a "beep". Enter C7D command to playback sensor status.

Dual Tech #2: The system is transmitting, but is not responding to commands.

Note: In order to enter commands, the user must first wait for the "beep" which is transmitted after every message. After the "beep", the user has 3-120 seconds (depending on the setting in command 95) to begin entering a command.

Possible causes:

• Volume on internal radio is not set correctly -> On Vertex radios set to 50%, otherwise call the factory for proper setting.
• The hand-held radio is on HI power -> Switch to LOW power or move away approximately 30 feet from the system.
• PL or DPL on hand-held radio is not set correctly -> Verify PL or DPL with your radio dealer.
• The system receive channel and hand-held transmit channel do not match -> Verify frequencies with your radio dealer.

Dual Tech #3: The system is reporting too many nuisance alarms.

Possible causes:

• The system is not stable -> Reposition the system or add weight to the base.
• Sensor interference -> Check the area in front of sensor(s) for possible causes such as PIRs in direct sunlight, ventilation, drafts, moving vegetation, traffic in close proximity, small animal movement, etc.
• Sensor setting too sensitive -> Reduce offending sensor's sensitivity. ALWAYS test sensor coverage after making any sensor adjustments.

Troubleshooting the LOOKOUT Dispatcher - Radio Version

Dispatcher #1: The system does not respond to any command - System appears dead - No transmit or receive.

Possible causes:

• System is not ON -> Turn key-switch ON.
  
• Radio is not ON -> Open Dispatcher door and check that radio is ON. Set volume to 50%.
• Channel on hand-held radio is not set correctly -> Verify frequencies with your radio dealer.
• Hand-held radio battery needs charging or replacement -> Key up hand-held and verify Tx.
• System's AC power source is not ON -> Check AC power source.
• All sensors are OFF -> Turn keyswitch OFF and ON to get a "beep". Enter C7D to check sensor status.

Dispatcher #2: The system is transmitting, but is not responding to commands.

Note: In order to enter commands, the user must first wait for the "beep" which is transmitted after every message. After the "beep", the user has 3-120 seconds (depending on the setting in command 95) to begin entering a command.

Possible causes:

• Volume on internal radio is not set correctly -> On Vertex radios set to 50%, otherwise call the factory for proper setting.
• The hand-held radio is on HI power -> Switch to LOW power or move away approximately 30 feet from the system.
• PL or DPL on hand-held radio is not set correctly -> Verify PL or DPL with your radio dealer.
• The system receive channel and hand-held transmit channel do not match -> Verify frequencies with your radio dealer.

Dispatcher #3: The system is reporting too many nuisance alarms.

Possible causes:

• Sensor interference -> Check the area in front of sensor(s) for possible causes such as PIRs in direct sunlight, ventilation, drafts, moving vegetation, traffic in close proximity, small animal movement, etc.
• Sensor setting too sensitive -> Reduce offending sensor's sensitivity and/or pulse count (see sensor instruction manual). ALWAYS test sensor coverage after making any sensor adjustments.

Dispatcher #4: The wireless sensor does not cause an alarm.

Possible causes:

• Sensor is out of range -> Move sensor closer or use a repeater to extend sensor range.
• Sensor is not programmed correctly -> Reprogram the sensor or consult factory/ dealer.
• Sensor channel is turned off -> See commands 6 and 7 in manual.
• Sensor battery is low -> Replace battery.

Dispatcher #5: The FAULT light on the wireless receiver panel is lit and does not go out.

Possible causes:

• Sensor is out of range -> Move sensor closer or use a repeater to extend sensors range.

Troubleshooting the LOOKOUT Agent - Radio Version

Agent #1: The system does not respond to any command - System appears dead - No transmit or receive.

Possible causes:

• System is not ON -> Turn key-switch ON.
  
• Radio is not ON -> Make sure internal radio is ON, set volume to 50%.
• Channel on hand-held radio is not set correctly -> Verify frequencies with your radio dealer.
• Hand-held radio battery needs charging or replacement -> Key up hand-held and verify Tx.
• System battery needs charging or replacement -> Charge battery overnight. (A system that has been completely discharged may need a new battery.)
• All sensors are OFF -> Tap the button on top of the system to hear a "beep". Enter C7D command to check sensor status.

Agent #2: The system is transmitting, but is not responding to commands.

Note: In order to enter commands, the user must first wait for the "beep" which is transmitted after every message. After the "beep", the user has 3-120 seconds (depending on the setting in command 95) to begin entering a command.

Possible causes:

• Volume on internal radio is not set correctly -> On Vertex radios set to 50%, otherwise call the factory for proper setting.
• The hand-held radio is on HI power -> Switch to LOW power or move away approximately 30 feet from the system.
• PL or DPL on hand-held radio is not set correctly -> Verify PL or DPL with your radio dealer.
• The system receive channel and hand-held transmit channel do not match -> Verify frequencies with your radio dealer.

Agent #3: The system is reporting too many nuisance alarms.

Possible causes:

• Sensor interference -> Check the area in front of sensor(s) for possible causes such as PIRs in direct sunlight, ventilation, drafts, moving vegetation, traffic in close proximity, small animal movement, etc.
• Sensor setting too sensitive -> Reduce offending sensor's sensitivity and/or pulse count (see sensor instruction manual). ALWAYS test sensor coverage after making any sensor adjustments.

Agent #4: The wireless sensor does not cause an alarm.

Possible causes:

• Sensor is out of range -> Reposition sensor or Agent.
• Code is not set correctly -> Receiver and sensor codes must match.
• Sensor channel is turned off -> See commands 6 and 7 in manual.
• Sensor battery is low -> Replace battery.

Agent #5: Agent continually repeats "attack" announcement.

Possible causes:

• Agent is not closed and upright -> Close briefcase and set upright on a stable, level surface or turn off attack sensor (not recommended while system is operational).

Troubleshooting the LOOKOUT Spy

Spy #1: System appears dead - No system busy or battery OK LED lighted

Possible causes:

• System is not ON -> Turn system ON.
  
• System battery needs charging or replacement -> Charge Spy overnight. The "Battery Full LED" should light after 12 to 16 hours. (A system that has been completely discharged may need a new battery.)
• The fuse is blown -> Turn system OFF, carefully open cover and check fuse.

Spy #2: The system is reporting too many nuisance alarms.

Possible causes:

• Sensor interference -> Check the area in front of sensor(s) for possible causes such as PIRs in direct sunlight, ventilation, drafts, moving vegetation, traffic in close proximity, small animal movement, etc.
• Sensor setting too sensitive -> Reduce offending sensor's sensitivity and/or pulse count (see sensor instruction manual). ALWAYS test sensor coverage after making any sensor adjustments.

Spy #3: The wireless sensor does not cause an alarm.

Possible causes:

• Sensor is out of range -> Reposition sensor or Spy.
• Code is not set correctly -> Receiver and sensor codes must match.
• Sensor battery is low -> Replace battery.
• Sensor has not had enough time to stabilize -> See sensor instruction pamphlet.
• Exit delay is active -> If the system light is blinking, press PLAY to exit delay.

Troubleshooting the LOOKOUT systems - Cellular Versions

Cellular #1: The system does not answer when called.

Possible causes:

• Cell phone is not ON -> Make sure the cell phone is on. It is ON:
  • for 3 minutes after turning the system ON
  • for 3 minutes after any phone call
  • the last 5 minutes of every hour
• Cell phone is out of range -> See operating manual for cell test procedures.
• The battery is dead -> Test the system using the line test procedures outlined in the operating manual.

See radio system troubleshooting for all other problems.

Troubleshooting the LOOKOUT PC Program

PC Program #1: Program will not connect. Error message says "connection error, contact factory".

Possible causes:

• Your LOOKOUT equipment is not set-up for use with the PC program. If you believe that your system should be set-up for operation with the PC program, call your representative or the factory for assistance. If you do not have the appropriate hardware and software to run the PC program, you will receive this error message. Systems must be factory configured for PC software.

PC Program #2: Program will not connect. Continuous attempts on all ports result in the "Cannot Connect" message.

Possible causes:

• Bad cable connection -> Check all cables for sound connection.
• System needs charging -> Make sure your system is fully charged or plugged into AC power. A low or dead battery will need at least a partial charge to operate the PC program. Overnight charge is recommended for low batteries.
• Connection not complete -> After the power ON or sensor message, a beep will follow. Make sure to hit enter for connection immediately following this beep.
• Bad serial port -> Make sure the selected serial port is functional on your computer.

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PC Program #3: System will not record messages.

Possible causes:

• Message slot full -> Check for error messages on screen immediately following recording. If there is no more message space available or message slot is full, you will need to delete the previous message and rerecord.

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PC Program #4: System disconnects during programming session.

Possible causes:

• Maximum time has elapsed -> If there is no activity for 15 minutes the PC program and Lookout system will disconnect. The 15 minute timer resets every time a key is pressed. If you will be away from your programming session for more than 15 minutes, be sure to save your work. All work is lost when the system disconnects.