Common questions, answered

On HKC panels user codes are managed from the Manager Menu: press 0 followed by your manager code, press # to scroll to Manager Menu, press YES, then scroll to User Codes and follow the on-screen prompts to change an existing code.

Other panels vary — download the user manual for your panel from our Downloads page, or call us on 091-771010 and we will talk you through it.

You need a code with Manager Menu access. On HKC systems: press 0 and your manager code, scroll to Manager Menu and press YES, then use User Codes to add a new code or remove an existing one. You can also set what each code is allowed to do under User Options, give codes meaningful names under User Names, and assign proximity tags under User Prox Assign.

Always delete codes belonging to people who no longer need access (former staff, previous keyholders). For short-term access, the SecureComm2 app also has a Temporary User feature.

On HKC keypads, press the * and # keys together to trigger the onboard panic alarm. On monitored systems a panic signal goes straight to the monitoring station. RF keyfobs also have a dedicated duress button — press and hold for 2 seconds to activate. Ask us if you are unsure how your system is configured.

For security reasons we do not keep records of user codes and they cannot be recovered if lost. Call us on 091-771010 during office hours. After we verify you are an authorised contact for the system, an engineer can reset the code — a site visit will be required depending on the panel.

This usually means the panel has logged a fault that needs attention — commonly a low battery, communication fault, or tamper. Note any fault number or message shown and call us on 091-771010. Under EN 50131 an engineer cannot access the panel without your permission, so we will arrange a visit with you.

If you have changed your broadband router or WiFi password, your alarm's WiFi communicator will go offline and app notifications will stop.

1. Easiest fix: give the new router the same WiFi name (SSID) and password as the old one — the alarm (and all your other devices) will reconnect automatically with no programming needed.
2. On HKC SecureWatch panels with Manager Menu access: press 0 and your manager code, scroll to Manager Menu → Wifi Settings → Change AP. The panel scans for networks — scroll to your new network, delete the old password and enter the new one.
3. If your panel connects by Ethernet cable to the router, simply plug it into the new router — no settings change needed.
4. On some older systems the WiFi scan can only be done in engineer mode — call us on 091-771010 and we will sort it, often without a site visit.

Tip: if you are getting a new router installed, tell us beforehand and we can advise on keeping your alarm online.

The most common causes are:

• New router or changed WiFi password — the panel can no longer connect (see "How do I change the WiFi network").
• Notifications disabled — check your phone's notification settings allow the SecureComm2 app, and in the app check Site Settings has notifications enabled for your site.
• Logged out of the app — open the app and sign back in. If notifications still don't arrive, uninstalling and reinstalling the app usually resolves it.
• Communicator fault — if the keypad shows a comms fault, see "What do the comms fault messages mean" below, or call us.

Yes. Most modern systems we install include smartphone control. HKC systems use the HKC SecureComm2 app (free on the App Store and Play Store; a small annual SecureComm cloud subscription applies). With it you can arm, part-arm and disarm from anywhere, get push notifications of alarms and events, check each detector's status, view the last 100 system events, and operate a fully functional virtual keypad — with fingerprint or Face ID login if you like.

If your existing system doesn't have app control, it can usually be added with a WiFi or GSM communicator — call us for a quote.

Download HKC SecureComm2 from the App Store or Play Store. When you add a site, the app asks for an Installation name, the Installation ID, the Password, and a valid user code. You can retrieve the Installation ID and Password at your keypad by pressing 0*9 followed by your user code. Enter the details, press Connect, and the app takes full control of the system. If 0*9 shows nothing, SecureComm hasn't been set up on your panel yet — call us on 091-771010.

These are communication faults — the panel is having trouble reaching the monitoring station or the SecureComm cloud. They typically log after the fault has been present for about 10 minutes.

• Fail to Communicate / FTC — the communicator could not deliver a signal. On older landline diallers this is increasingly caused by the switch-over of phone lines to VoIP/digital — the long-term fix is an IP or GSM communicator.
• GSM Line Fault — the GSM unit lost the mobile network, usually poor coverage or network maintenance. Persistent faults can often be fixed by relocating the unit or fitting an extender.
• LAN Link Fault — the WiFi communicator lost connection to your router. Check the router is powered up and the WiFi password hasn't changed.
• LAN SCOM Fault — the panel can reach your router but not the SecureComm cloud, usually a broadband outage or the router blocking traffic.

If a fault persists after checking your router and broadband, call us on 091-771010.

Intermittent beeping from the keypad normally indicates a fault condition — most often a low battery (panel battery or a wireless device battery), a power cut, or a communication fault. Check the keypad display for a fault message. You can usually silence the beep by entering your user code, but the underlying fault should be fixed — call us on 091-771010.

Your alarm panel has a backup battery that keeps the system fully operational during a power cut — a healthy battery is required to support the system for at least 12 hours under EN 50131 Grade 2. When power returns, the battery recharges automatically. If your keypad still shows a power or battery fault several hours after power is restored, the battery may need replacement.

As a rule of thumb: the panel's backup battery every 3–5 years, and wireless detector batteries every 2–4 years depending on the device and usage. Battery checks are part of every routine maintenance visit — one of the reasons an annual service matters.

With monitoring, your alarm signals to an Alarm Receiving Centre (ARC) — our partner monitoring station is Smart Monitoring Ltd. Trained operators respond to activations around the clock: contacting you and your keyholders, and requesting Garda response where appropriate. A siren-only alarm relies on someone hearing it; a monitored alarm guarantees a response.

Note: an intruder alarm must be connected to an ARC to meet EN 50131 Grade 2, which insurers commonly require for businesses.

Yes. Modern monitored systems don't need a phone line. We install radio/IP communicators (such as CSL DualCom) that signal over the mobile networks using a multi-network SIM — no line rental, and unaffected by the copper phone network switch-off. Annual monitoring including all SIM and call charges starts from around €220.

Eir withdrew the "Fixed SMS" service that allowed landlines to send text messages, so alarms that texted you from a landline number can no longer do so. The replacement options are a GSM communicator, a smartphone app, or full 24-hour monitoring. Call us on 091-771010 to discuss the best option for your system.

A keyholder is a person nominated to respond when your alarm activates and you can't be reached. Keyholders should live within reasonable travelling distance, have keys and the alarm code, and have their own transport. Keep your keyholder list up to date with us and the monitoring station — especially after staff changes.

All IP CCTV systems we install include free smartphone apps for live viewing and playback. Your recorder must be connected to your broadband router. If the app has stopped working after a router change, the recorder may need its network settings updated — call us and we can usually resolve it quickly.

It depends on hard drive size, number of cameras, resolution and recording mode. Typical systems hold 2–4 weeks before old footage is overwritten automatically. If you need footage of an incident, back it up promptly. Under data protection rules you shouldn't retain footage longer than necessary — around 28–30 days is common practice.

Yes — where CCTV captures areas accessible to others (staff, visitors, the public) you must inform people that recording is in operation, normally with clearly visible signs. Free printable CCTV signs are available on our Downloads page.

Yes — footage with the wrong timestamp can be challenged as evidence. Check the recorder's date/time settings after power cuts and clock changes, or enable automatic time sync (NTP) if the recorder is online. We verify time settings on every maintenance visit.

Every gate operator has a manual release, usually operated with a small key supplied at installation. Unlock the release on the motor and the gate can be pushed open by hand. Keep the release key somewhere accessible — not inside the gate! If you've lost it or the gate won't release, call us on 091-771010.

First try the second remote if you have one — if it works, the first remote's battery is likely flat (a small coin cell, easily replaced). If no remotes work, check the gate has power and the photocells aren't blocked by dirt, leaves or a parked car. Still stuck? Call us — we can supply and code new remotes for BFT, FAAC and most other systems.

We recommend a service at least once a year — more often for high-use commercial gates and barriers. Automatic gates are machinery: safety devices (photocells, force limitation, warning lights) must be checked regularly to keep the installation safe and compliant. We service gates to PSA 80:2025.

Usually yes. Keypads, proximity fob readers and intercoms can be added to most existing gates and access-controlled doors. Modern intercoms can call your phone, so you can answer the gate from anywhere. Call us for options.

Yes — we can take over the maintenance and monitoring of most intruder alarm, fire alarm, CCTV and access control systems, even if installed by another company. Transfer is straightforward; in most cases we just need access to the system for an initial inspection.

Maintenance contract customers are guaranteed a response to emergency call-outs within 3 hours, with 24-hour call-out availability, 365 days a year. Contract holders also get priority over non-contract calls and discounted rates.

Routine servicing keeps batteries healthy, detectors clean and tested, communication paths verified, and the system compliant with EN 50131 — and it's typically a condition of insurance discounts and monitored Garda response. Monitored systems are normally serviced annually; some graded commercial systems require two visits per year.

Most false alarms are avoidable:

• Before setting the alarm, check all windows and doors are securely closed.
• Keep motion detectors clear of obstructions — and dust around them occasionally, as cobwebs are a classic cause of false activations.
• Don't introduce new sources of heat or movement (heaters, fans, decorations, stock) into detected areas without telling us.
• Keep pets to the areas agreed at installation and use the appropriate part-set.
• Enter and exit only through the designated door, and turn the alarm off as soon as you enter.
• Tell us about building work or modifications that might affect the system, and put the system into test mode while works are ongoing.
• After any false alarm, note the likely cause — repeated false alarms should always be reported to us.

Yes. We are licensed by the Private Security Authority (PSA Licence No. 96) and certified to I.S. EN 50131-1 and PSA 74:2019 for intruder alarms, PSA 67 for access control, PSA 2006_12 for CCTV, and PSA 80:2025 for gate automation. It is a legal requirement in Ireland that intruder alarm installers hold a PSA licence.