FAQs FAQs
Why wait for an email or telephone reply? Over 90% of all questions are answered in this Frequently Asked Questions page. You can also visit our Support page or online Support forum to post your problems, remedies to problems or unique solutions on how you use your product. Feel free to assist others by replying to their questions too.
- BASE STATION / SYSTEM
- BROADBAND GATEWAY
- HOMEKEY
- RANGE EXTENDER
- OPEN / CLOSED SENSOR
- WATER SENSOR
- POWER SENSOR
- GARAGE SENSOR
- ATTENTION SENSOR
- REMINDER SENSOR
How does it work?
- The Home Heartbeat system uses ZigBee radio technology (802.15.4). It's reliable, cost-effective, and ultra-low-power, giving sensors a one to three+ year battery life (depending on how often a sensor detects an event).
What do the lights mean?
- The lights will blink red until the base has initialized and started up, then they will display solid green.
- If the base has a HomeKey docked, it will blink the green light until the key is charged.
Where is the best place to locate a base station?
- It should be placed as centrally within the area of coverage as possible. If that's not possible, range extenders may be required to ensure coverage. The base station needs to be within range of the Broadband Gateway unit to send alerts via the Internet.
How many devices can be added to the system?
- The system can have up to 30 of any device, including HomeKeys.
Do I need an Internet DSL filter on the base if I have DSL?
- Yes, just like any Internet modem device. See the Broadband Gateway details (below) for more information.
When registering the product, is the serial number case sensitive?
- No. Type it any way you like.
If the power goes out and I don't have batteries in my Base Station, will I need to reprogram everything?
- If you don't have backup batteries (batteries are not included with the base station starter pack), the system will retain all the basic information about the system (which sensors it has, what their names are, etc.). When power is restored, the HomeKey will show the sensors as missing until they heartbeat (check-in once an hour). If a sensor is in an alarm condition, it will call out immediately.
The Base Station lost power and now it shows the open/close sensor as a question mark.
- The base must wait for a heartbeat from each sensor (once an hour) so it can accurately know the state of the device.
- You can "force" a battery-powered sensor to check in with the base by triggering an alarm (causing a change of state) or by removing and re-inserting its battery causing a heartbeat check in.
Where can I hookup the telephone cord?
- If you are using a Broadband Gateway, do NOT plug a telephone line into the base station.
- The telephone line from the Base Station can be plugged in anywhere a normal analog telephone can be.
What if the telephone line is busy?
- If you are using a Broadband Gateway, do NOT plug a telephone line into the base station.
- If telephone line is busy, the base dials out after waiting for 30 seconds. If it's still busy, it will wait and keep trying every few minutes.
I receive alerts at 2 cell phones and 3 email addresses. When an alert occurs, such as my front door opening, does it cost me 5 alerts?
- Alerts are unlimited using the Broadband Service - most dial up users switch to the Broadband Service for speed, convenience and customization of alert notifications.
- For dial up service (only available through Eaton's HomeHeartbeat web site), you can register up to 8 alert addresses. Every time an alert occurs, only 1 alert is deducted from your account.
Why can't I buy 500 or 1000 Remote Alert packages on your web site?
- Telephone "dial up" Alert packages can ONLY be purchased from Eaton's HomeHeartbeat web site. Any equipment purchased from us will work with Eaton's telephone Alert packages, but we feel you will find our Broadband Service packages (providing "real time" alerts, customization and more) to be a much better value.
How do I connect the Broadband Gateway unit?
- If you are using a Broadband Gateway, do NOT plug a telephone line into the base station.
- The Broadband Gateway connects into an available port on your Internet router or modem. If your computer connects directly to your cable or DSL modem and no other connection ports are available, you will need to purchase an Internet router (you can do a Google search for an Internet Router).
I've registered my Broadband Gateway unit and the web site says it cannot find my unit.
- Ensure the Broadband Gateway unit Ethernet cable jack has a solid green light. You should also see a green light in the lower left corner on the front of the Broadband Gateway unit. This light (normally on) should flash a few times when a sensor goes into an alarm condition. If this is not occurring, try removing the power cord from both the base station and the Broadband Gateway unit for 10 seconds, then reapply power. It may take up to 5 minutes for the web portal to communicate with the Broadband Gateway. More troubleshooting information is on the web portal site.
I just got the product and my HomeKey won't work.
- Much like other battery-powered electronics, the HomeKey takes 3 hours to charge the first time. If you remove it earlier, it may work, but the battery life will be significantly shorter.
Why does the backlight sometimes flash?
- When the key tries to heartbeat to the base to get updates, it blinks (default is once a minute). You can speed up the updates by using the key's training menu (the more often it updates, the shorter the battery life).
What is "Automatic Call Me"?
- When the system is set to "auto call me" it uses the HomeKey as a proximity sensor to escalate alerts. So if the system is set to "auto call me", and you carry the HomeKey on you, you will only receive text messages and email when you take the HomeKey away from home. If you have multiple HomeKeys, the system will send alerts when ANY one of the HomeKey is out of range of the base station.
Why does the HomeKey display sometimes turn amber or red?
- When you highlight a device that is low on power it will turn amber, when you highlight a device in an alert state it will blink red.
Why isn't my HomeKey vibrating or beeping on alerts?
- You may have the beep/vibrate option turned off, or the battery is low. If the battery is low, the HomeKey doesn't perform these activities due to power conservation.
My HomeKey screen is solid green.
- On rare occasion, the HomeKey may require a reset. Use a paper clip and momentarily push it through the small hole on the back of the HomeKey.
My HomeKey battery doesn't last all day.
- Check the Battery Life setting on your HomeKey. Selecting a choice other than Short (10 second updates) will extend the battery life.
Can I get a left-handed HomeKey?
- If the HomeKey is docked to the Base Station from the left side it will flip its display orientation for left-handed usage until docked to the base from the right side again. Also, if the HomeKey is docked to any other device it will try to orient its display to match the device. Once it's removed and in your hand it will revert to your preferred orientation.
Why does the green light on the range extender sometimes blink?
- When messages are being sent over the network the LED blinks. When the range extender has a very bad connection or no connection to the base it will go into "slow blink mode" until it can get a good connection again.
Is it OK to plug a Range Extender into a power strip?
- You can, but if someone turns off the strip you may drop other devices off the network (if they are using the Range Extender to communicate).
I slid my HomeKey into the Range Extender, but it won't find the device. Why?
- Is the device plugged in? The Range Extender and Power Sensor devices must be powered on (plugged in or battery) to be able to train to the system.
My Range Extender showed a "Good Mesh" when I first plugged it in, but now it's not working.
- When you first install a Range Extender, if it can communicate with the base it will display "good mesh" initially. As the system gains a better sense of its communication ability it may change the rating. If a Range Extender goes missing or displays "bad mesh" it should be moved closer to the base or to another Range Extender.
If the power goes out will my range extender still work?
- When the power goes out, the Range Extender stops working and will go missing, as it does not have backup batteries. If there are devices that were using it to get to the Base Station, they will also go missing.
Why did my Range Extender get "found" first when the system came back from a power loss?
- The Base Station picks up the icons the next time they are triggered or on the next heartbeat. While the battery powered sensors only heartbeat (check in) once an hour to prolong battery life, the powered sensors check in every 10 minutes.
OPEN / CLOSED SENSOR
I have my "magnet pill" close to my Sensor, but it won't change to "Closed".
- The "pill" needs to be within ¼" of an inch of the "bottom back" piece of the main sensor piece. From the front view, the arrows will point directly towards one another, but the magnet pill will sit at the "bottom back" of the sensor. The arrows will NOT actually touch, but be "aligned".
Can I use the Water Sensor in fish tank or dog bowl to know if the level is low?
- You can use the water sensor to check for either the presence OR absence of water, but you'll want to clean it regularly so that it stays sensitive (and for health and safety reasons.)
<Can I use the Water Sensor outdoors on my pool to know if the level is OK?
- It's not advised. The "puck" is meant to be waterproof for obvious reasons. However, the main sensor (cube piece) is NOT water resistant and is meant only for indoor use.
Why doesn't my Water Sensor alert instantly that it is wet?
- To extend battery life, the sensor checks for water every 5 seconds. When testing you may get a slight delay.
Why didn't my Water Sensor work when I placed it in the glass of water I just poured?
- The water sensor relies on the conductive nature of water to sense wetness. Water that is pure or de-ionized (like bottled water) is not conductive enough to sense. However, most all tap water is "dirty" enough to trigger it.
My Water Sensor was wet, but should be dry now. Why does it still show wet?
- In rare cases, we've seen water find its way into the Water Sensor's puck and cause it to stay wet. Just shake the sensor to displace any remaining water.
My TV is off but the Power Sensor reported that it was on for a moment, what happened?
- Some TV sets occasionally cycle on and off to recharge their capacitor so that they can be turned on rapidly. Set your power sensor to be less sensitive to fix the problem.
I slid my HomeKey into the Power Sensor, but it won't find the device.
- Is the device plugged in? The Range Extender and Power Sensor devices must be plugged in to train to the HomeKey.
Why does my HomeKey keeps showing my Power Sensor and some other sensors as "Missing".
- Just like the Range Extender, if plugged into an outlet connected to a light switch, the device will be shown as "missing" when light switch is off. It will work fine otherwise. (Similar can occur when in a surge strip). Note that when the Range Extender is "missing", all other sensors that use it go connect to the Base Station will also go "missing".
Why does my Power Sensor keep switching states (between Power On and Off) when I know I'm not turning the device its monitoring on/off?
- Some devices cycle on and off (like a refrigerator) regularly and may not be suitable for sensing.
I have my Power Sensor plugged in and the device is turned on, but the sensor isn't changing?
- Some devices draw more power than others; the power sensor can be set to be more or less sensitive which works for many common devices.
Why did my Power Sensor get "found" first when the system came back from a power loss?
- The Base Station picks up the icons the next time they are triggered or on the next heartbeat. While the battery powered sensors only heartbeat (check in) once an hour to prolong battery life, the powered sensors check in every 10 minutes.
How does my Garage Sensor work? Can I use it for other things?
- The Garage Sensor works by sensing a "tilt" of 90 degrees. It can be used for other things that tilt as well (toolbox lid, top loading freezer, etc.)
I clicked my Attention Sensor and got the alert, but how do I get the alert to stop flashing?
- The Attention Sensor acts like a toggle (on/off) button. When you click it once, it turns it on (and sends the "attention requested" state) and when you click it again it turns it off. Press the sensor again.
Is there a momentary version of the attention sensor?
- Not currently. However, we are always open to suggestions. If this sensor would provide you more value by sending the alert and then turning back to a non-alert state, let us know.
What are some unique applications I can use this for?
- You can use this to know when your children have arrived home from school, as a remote doorbell and more.
I set my Reminder Sensor as a 12 hour sensor at 6am. Everyday it goes off later than the day before. Is it losing time and defective?
- The product is not defective. The Reminder Sensor is meant to act as a timer from the moment you press it (not like an alarm clock). Your 12 hours will begin counting when you press it - NOT when the alarm sounds. A better way to use the Reminder Sensor is for things like changing air filters or batteries in the smoke alarm, since you will do this months from when the task was actually performed.
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