Troubleshooting
For further questions, please contact our Customer Support Team directly at 866-618-4336, e-mail us at support@lasershield.net or contact us online. We look forward to assisting you.
What are LaserShield Customer Service and Technical support hours?
To reach LaserShield Customer Service and Technical support call 1-800-252-7655. Representatives are there Monday - Friday 9am to 4pm Mountain Time accept major holidays.
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What are Rapid Response Hours?
Rapid Response is open 24 hours a day 7 days a week and all holidays. They can cancel alarms and place your account into test. There number is 1-800-932-3822.
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How often should I Test my system?
You need to test your system every 30 days in accordance with your agreement. To test your system call Rapid Response at 1-800-932-3822.
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My alarm when off and I never received a call back from Rapid Response?
Call LaserShield Customer Service 1-800-252-7655. Possible problems are your account was canceled due to non-payment, the phone number you gave us is incorrect or has changed, or the phone cord may be bad or not plugged in correctly. Rapid Response caller id shows up as an 800 number (1-800-932-3822).
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What does a yellow flashing light on my Master Alarm Unit (MAU) indicate?
A yellow flashing light on the MAU indicates a problem with your alarm. Pressing "Arm" on your Key Chain remote will cause the alarm to announce the trouble, pressing "Arm" again will force arm your LaserShield Alarm. The yellow light and warning will cease only after the problem is addressed.
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My LaserShield Alarm announces, "low battery in 'Satellite' 1-16'?
The motion sensor with the corresponding zone has a low battery. Once the battery is replaced the warning will cease.
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What batteries do I need for my Wireless Motion Detector (WDU)?
Two (2) type CR123A Lithium batteries can be purchased from a local retailer.
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Are Wireless Motion Detector batteries covered under my warranty?
No, Motion Sensor batteries must be purchased from a local retailer.
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I can't log onto my "My Account"?
If you have not done so since December 1, 2009, you may need to create a new my account.
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My system armed itself for no apparent reason?
You may have static electricity build up in your remote. Monitored customers should call LaserShield Technical support at 1-800-252-7655 (Monday-Friday 9am to 5pm Mountain Time) to see if their remotes are under warranty. Non-monitored customers will need to purchase new remotes.
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Are LaserShield Pro products compatible with the LaserShield?
No, LaserShield Pro products require the purchase of a LaserShield Pro Master Alarm unit.
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How do I disarm my LaserShield without my Key Chain Remote?
There are two (2) ways to disarm you LaserShield without a remote. Located on your yellow emergency card are Emergency Disarm Procedures. Or you can disarm your system through the telephone remote access feature (POTS line required). Instructions are located on you yellow emergency card.
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I cannot find or lost my pass code?
Your pass is located on your yellow emergency cards located in your confidential envelope. If you lose your pass code you will need to request LaserShield Customer Service send you new one. They can be reached Monday-Friday 9am to 5pm Mountain Time. Rapid Response must have your pass code to cancel an alarm; NO EXEPTIONS!
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My LaserShield System is powered off and the red LED is off?
Press and hold the "On/Off" button located on the back of the MAU till power is regained. If that does not work change power cords with one of the Satellite Motion sensors and press and hold the "On/Off" button again till power is restored.
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Hard Reset: My system is malfunctioning what should I do?
Try doing a hard reset:
- Turn the LaserShild Off with the "On/Off" button located on the back of the MAU.
- Call Rapid Response at 1-800-932-3822 and ask that your unit be placed in "Test". Have your pass code ready. Or unplug the phone line from the back of your MAU.
- Press and hold (one at a time in this order till all three are being held down) the RED panic button, the "Learn" button, the "On/Off" button. Failure to do so in this order or to continue to hold all three (3) down will not initiate a Hard Reset.
- Hold all three (3) buttons down for 7 seconds till unit powers back on.
- MAU will announce a series of warnings.
- Press Learn Button and see that all remote devices have been erased.
- Learn in Satellite Motion sensors and Key Chain Remotes.
- Exit learn mode.
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How do I test the alarm?
Call Rapid Response at 1-800-932-3822. Have your pass code ready.
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How do I cancel an alarm?
Call Rapid Response at 1-800-932-3822. Have your pass code ready.
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I plugged my LaserShield into power but it will not turn on??
Press the "On/Off" button on the back of the MAU.
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Are Wireless Motion Detector batteries rechargeable?
No.
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Can I remote access my LaserShield Alarm if I have a Cyclone or IP adaptor?
No, you must have a standard POTS line to remote access your LaserShield Alarm.
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I cannot remote access my LaserShield Alarm System?
Remote access can only be done if you are using a POTS (Plain Old Telephone Service) line. Those using VOIP may not be able to remote access your system. If you are using a Cyclone or IP solution you will not be able to remote access your alarm.
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I have a cyclone and am planning on moving, is there any thing I need to do?
Remote access can only be done if you are using a POTS (Plain Old Telephone Service) line. Those using VOIP may not be able to remote access your system. If you are using a Cyclone or IP solution you will not be able to remote access your alarm.
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I keep getting false alarms what should I do?
- Call Rapid Response at 1-800-932-8422 and have your account placed in test for 48 hours.
- Turn all your motion sensors so that they are facing a blank wall.
- Arm your system for 24 to 48 hours.
- Call LaserShield Tech support to interoperate the faulty zone.
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How do I erase a Motion Sensor or Key Chain Remote from my LaserShield Alarm?
To remove a singe device from your system: (Device must be in your possession and in working condition)
- Press the "Learn" Button on the back of the MAU to enter "Learn Mode"
- Press the "Panic" button on device you wish to remove. (Red button on Motion sensors and the Arm-Disarm Buttons on Key Chain Remotes.)
- The MAU will announce "to erase previously known [KCR or Satellite] number (1-15) press again to erase this [KCR or Satellite]"
- Press Panic Button Again.
- If you wish to Erase more devices, repeat steps 2-4.
- 1. "Exit Learn Mode" by waiting 2 min or pressing Learn button again.
Note: You must have at least 1 KCR & 1 Motion Sensor learned into your system.
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How do I erase all Motion Sensors and Key Chain Remotes from my system?
To remove all your devices from memory:
- Press the "Learn" Button on the back of the MAU to enter "Learn Mode"
- Press the Red "Panic" button on the MAU.
- MAU Announces, "To erase all devices from memory, press the panic button again."
- Press the Red "Panic" Button on the MAU again.
- Re-learn in Good KCRs and Motion Sensors or Exit learn mode by waiting 2 min. or pressing "Learn" button on the back of the MAU.
Note: You must have at least 1 KCR & 1 Motion Sensor learned into your system.
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How do I learn in a new Motion Sensor?
- Plug new Motion Sensor to power.
- Remove Battery Tab from bottom of Sensor.
- Press On Button on back of unit.
- Press Learn Button on back of MAU.
- Press Red Panic Button on New Motion Sensor.
- Press Panic Button on additional new devices in your system. If you have erased your system you will need to relearn in all your prior learned devices.
- Press "Learn Button" on MAU or wait 2 minutes to Exit Learn Mode.
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How do I learn in a new Key Chain Remote?
- Press Learn Button on back of MAU.
- Press Panic Button on New KCR (Press Arm - Disarm simultaneously).
- Press Panic Button on additional new devices in your system. If you have erased your system you will need to relearn in all your prior learned devices.
- Press "Learn Button" on MAU or wait 2 minutes to Exit Learn Mode.
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I received a warranty replacement Master Alarm Unit, what do I need to do?
- Call LaserShield at 1800-252-7655 during normal business hours to exchange your device. You will need the device ID from the new Master Alarm Unit (MAU). Then...
- Press Learn Button on back of MAU.
- To learn in Key Chain Remotes (KCR) Press Panic Button on each KCR (Press Arm - Disarm simultaneously).
- To learn in a Wireless Detection (WDU) Press the red Panic Button on each of your WDUs.
- Press "Learn Button" on MAU or wait 2 minutes to Exit Lean Mode.
- Once your devices are leaned in and you exit learn mode you will need to test your system. Press a panic alarm on you KCR (Press Arm - Disarm simultaneously).
- Wait 10-20 seconds and disarm you system.
- When you receive an automated callback from RRMS press 1, enter your new pass code and press "#"
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I just activated my monitoring online; do I need to test my system?
Yes, after activation or reactivation of your account you need to run a test:
- Press a panic alarm on you KCR (Press Arm - Disarm simultaneously).
- Wait 10-20 seconds and disarm you system.
- When you receive an automated callback from RRMS press 1, enter your new pass code and press "#"
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I need new yard signs.
Yard signs are currently out of stock. They may be available for purchase in the near future.
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Where can I get digital copies of the LaserShield User Manuals?
You can download them in PDF from the links below.
Lasershield User Manuel
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I need to cancel my service?
Please call LaserShield customer support at 1-800-ALARM55.
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Does the LaserShield work in other countries?
No, the LaserShield alarm only works in the US.
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