Both my phone app and mobile app report that my gateway is offline.
There are a few troubleshooting steps you can take:
- Make sure your Gateway/iota is connected to your internet router via either Ethernet or WiFi.
- Reboot any router (both wireless and wired) / hub that is between abode Gateway and Internet Router
- Reboot your internet (cable/DSL) modem (if applicable)
- Reboot Abode Gateway (see instructions below)
When performing any reboot, please allow at least 5 minutes for the devices to come back online.
Other steps to try:
- Ensure the ethernet cable is a known working cable
- Ensure the cable is plugged into both the Gateway and the router firmly, and connected to a correct port in the router
- Ensure that the Abode connection is allowed access through any firewalls or security software present on the router
- Ensure the Abode connection has access to the Google DNS server
- Contact support for a list of specific IP addresses and ports required for access
While following the set up steps on my phone, my phone gets stuck on the same screen that reads "Loading..."
Uninstall the abode app and try again. If that is unsuccessful, open a browser and go to the web app at my.goabode.com to attempt your setup process there.
How do I add users?
On your mobile app, in the upper left portion of your screen, touch the 3-line menu and then select your name at the top. Choose “Manage Users” and then “Invite By Email.”
On the web app, login to your account at my.goabode.com. On the left-hand menu, click on “Account” and then “General.” Scroll down to the “Users” section and click on “+Add New User” on the right of your screen.
I have a new system and I am unable to pair the Mini Door Sensor and the Remote Key Fob. The app reads, "We weren't able to detect your mini door sensor.”, etc.
The Mini Sensor and Key Fob that are included with your Starter Kit are already added to the system so attempts to add them again will produce this message. You can test by trying to arm/disarm with the Key Fob. For the Mini Sensor, place it next to a magnet, separate them and see which sensor on your app registers open/closed as you move the magnet.
How do I arm/disarm my system?
Mobile app: choose one of the 3 buttons on top: Away, Home or Standby. Home or Away will arm the system and Standby will disarm the system.
Web app: on an Internet browser, login to your account at my.goabode.com. On the upper right hand side, you can choose Away, Home or Standby.
Key Fob: press the Away, Home or Standby buttons. Away is upper left, Home is upper right and Standby/disarm is lower left.
Key Pad: simply press either Away, Home or Standby buttons.
My door/window sensor is reading “open.”
The sensor and magnet may be too far apart. Adjust your devices so that they are no more than 1 inch apart.
Door sensors can also report falsely if there is interference with the RFF signal, or if they are positioned on or close to large amounts of metal that may disrupt the magnets.
Test the sensor unmounted, and in close proximity to the Gateway. If it is OK there, the location or mounting position may be the issue.
I keep getting the message “Panel Battery Missing/Dead” and my Gateway/iota keeps beeping.
The backup battery switch may not be engaged and your backup battery may not be charging. Make sure the backup battery switch on the bottom of your iota is flipped to the ON position. It will take several hours for the battery to fully charge before the error message goes away.
When I go to arm my system, I get a “GSM Signal Error” message.
The SIM card may not be providing you with Cellular Backup. Move the iota to a higher point in your home, preferably near a window, and reboot the device. Please note that if you have an older Gen 1 Gateway, 3G service will be switched off on due course, and this will report as this error.
If you are in doubt, please contact support
When setting up my WiFi, the system doesn’t allow me to connect to my 5Ghz connection.
The abode system will only connect to the 2.4 GHz signal.
How do I upgrade to Professional Monitoring and Cellular Backup?
On your mobile app, in the upper left portion of your screen, touch the 3-line menu and then select your name at the top. Choose “Plan Details” from the menu and there you can upgrade to the plan that fits your needs. Be mindful that there is a monthly/yearly toggle switch on top of the page to give you the option to pay for your Plan monthly or annually.
On the web app, login to my.goabode.com, click on Account, then Billing. Here you’ll see the different plans to choose from.