Incorrect "Power Outage" notification

Hi @rogerwatermanjr​, 

Is there a different outlet you can plug your Base Station into? I would try changing its location as a next step.

I've completed all steps,  some multiple times and still can't get this to work.  It's beyond frustrating.  I'll never buy it again.  What a hassle.  I'm paying for monitoring that I can't even use because of this issue. Antiquated pile of junk

@edwardsdna​ I'm sorry that you keep receiving a power outage notification. Since you've tried the above troubleshooting steps to no avail, there may be an issue with your Base Station's power adapter. If you contact our Support team, they can send you a replacement. 

@emily_s​  I too am having this problem but I'm curious why you think this is a hardware issue even with others suddenly complaining about the same issue. Mine started yesterday after I actually had a power outage from about 4 am until about noon but the system never registered being powered by the pole again.  I've also tried other outlets and will try pulling the batteries tonight but with all the comments on the forums with the same complaint, I have little hope it will help. That said, how can you think this is hardware based with so many sudden reports of this problem? Have you even thought this could be a software issue? Especially since you recently pushed out an update and this started shortly after that update! 

@thomaszenter96​ The following steps should clear the power outage notification from the app:

1. Plug your Base Station into an outlet
2. Remove the AC adapter from the Base Station and leave it running on battery power for a minimum of 60 seconds until the Keypad says it is running on battery power
3. Plug the AC adapter back into the Base Station and wait another 60 seconds
4. After 60 seconds, the power outage notification should clear

This solved it for me. Thanks @emily_s!

@emily_s​ While this worked for me too (after doing the base battery pull for 3 minutes to get the clipped audio to work again) it is super troubling that this product has bugs upon bugs upon bugs. Here is my short history. Since getting my new system 1.5 months ago we noticed the keypads were often cycling the lights and/or reconnecting. Often this would happen when arming or disarming. There was a firmware upgrade, so I applied that a couple weeks ago to see if that would solve the problem. But then fairly soon after applying the FW update, the audio messages started being clipped. So I did the power and 3 minute battery pull. And, then the app on android said power outage no matter how many times I pulled down to refresh the status. So, just now I did this pull power wait a minute and plug back in. This resolved that issue. But this is super buggy! I worked in software for decades before retiring and we never had customer product in the field that was this buggy. You should at least provide (at least optionally) a dashboard to help with trouble shooting. It could show various internal diagnostics and information. Possibly even providing customers with better transparency on the problems they are likely to encounter. I honestly wish I had bought a more professional system since I am not comfortable that this system could be left for months at a time and be trusted to work. If you have better information to give customers such as myself better confidence, please share it.

Hi @gary_940df2 ,

The Base Station Reset instructions we provided in this thread is a temporary solution to the voice prompt issue. But the proper fix is in the firmware version 2.14. Is that the firmware version that you're currently updated to?

You can check through the Diagnostics panel, which you can find on your Keypad Menu under System Settings > Diagnostics.

It sounds like your system is also power cycling for some reason, and that's a totally separate thing. If you're still seeing the same symptoms after updating to 2.14, let us know. We might want to replace that Base Station with a new one.

@khall0102​ You can clear out the Power Outage notification from the mobile app by taking the following steps:

1. Plug your Base Station into an outlet
2. Remove the AC adapter from the Base Station and leave it running on battery power for a minimum of 60 seconds until the Keypad says it is running on battery power
3. Plug the AC adapter back into the Base Station and wait another 60 seconds
4. After 60 seconds, the power outage notification should clear

@arctictenor​ Just to confirm, there was no momentary power outage at your home when you got this notification, correct?

I would recommend ruling out the outlet by plugging the Base Station into a new one to see if you continue receiving power outage notifications or not. If you do receive another notification despite plugging the Base Station into another outlet, we may need to send you a new power adapter for the Base Station. Our Support team can help you with that!