Will my system still work if my Wi-Fi goes down?The DragonFly Security System Hub does depend on an internet connection to work correctly and provide notifications. If the internet does go down, the Hub will only continue to operate normally if it includes configuration for cellular service. If your Wi-Fi network goes down, you can connect your Hub directly to the internet using an ethernet cable. All Hubs are made with an ethernet cable port.
Which Internet connection option is right for me?Although ethernet is ideal for most users, it requires the Hub to be located near an ethernet jack. If you need to place the Hub in an area without access to ethernet, Wi-Fi is recommended. Adding cellular communications through 3G ensures that the Hub will continue to operate in the event that they Wi-Fi goes down, and for up to 12 hours during a power outage.
What type of batteries are required for the system?The Hub runs off of a rechargeable lithium battery. The MotionViewer® Cameras require the use of LS14500 SAFT brand batteries.
What temperatures can the Motion Cameras opperate in?The security system's MotionViewer Cameras can operate best at -20º F to 140º F. If the temperature exceeds these limits, the system may not function correctly .
How does the motion detector in the MotionViewer work?The detector is a passive infrared sensor that detects the heat of a human moving against a stable background. Detection variables include the heat, size and distance of the source of heat (pet, adult child, etc).
What is the Motion Camera's range?The range of the MotionViewer Camera can detect motion up to 40 feet. This depends on the size, proximity and movement of the object. If in doubt, you can conduct a Walk Test (included in the App) to verify detection range.
Is there a way to restore the factory settings?The ‘Delete Hub’ option in the app’s Settings will restore the Hub to factory settings. Because this will also delete all MotionViewer Cameras and any information associated with the Hub, make sure that you are prepared to lose all the information. Additionally, the Delete Hub Option will MAKE THE SYSTEM NON-FUNCTIONAL until you re-install the system and re-subscribe to a monitoring plan.
Which devices and how many are compatible with my Hub?Your Hub is compatible with up to 25 Indoor or Outdoor MotionViewer Cameras in any combination.
What is a MotionViewer Cameras Range Test?The range test measures the strength of the signal between the Hub and cameras. The range test also allows the user to optimize camera placement for maximum radio range relative to walls, appliances and other obstacles between the cameras and the Hub.
What is a MotionViewer Camera Walk Test for?The user has the ability to optimize the performance of the PIR (passive infrared) motion sensor in the MotionViewer Camera by performing a walk test with the App. The test works by increasing or decreasing the sensitivity of the PIR sensor and to verify detection in the covered area.
Does this system require a smartphone?Yes, a smartphone is required to both setup the Hub and MotionViewer® Cameras. The app is also required to send and receive notifications.
What if my phone dies or gets lost?If you do not have access to your smartphone, The Hub and MotionViewer® Cameras can be armed and disarmed by logging in and accessing your system directly through the internet.
How can I see who is arming and disarming the system?You can look at the event log to see which user have armed or disarmed the Hub.
What do I do if my dog or cat keeps setting off false alarms?If your pet is setting off false alarms, begin by changing the sensitivity settings for the MotionViewer. You can access these settings by clicking on your MotionViewer Camera’s name on the “Devices” screen. If this doesn’t resolve the issue, try placing the MotionViewer Camera in a different area.
What does the “Device Inactive” notification imply?If a device gets triggered more than twice in a few minutes, it will shut down for 2 hours. This function is there to reduce nuisance alarms and conserves battery power. You can also reset the device by arming and disarming the system.
What is the Always Armed option for?The Always Armed option will keep a MotionViewer Camera armed at all times. This is regardless of the arming state of the indoor or outdoor zone. When this option is turned on, automatic dispatch is disabled for only that device. This is only if you are Premium subscribed.
What is the definition of a Follower?A Follower is anybody who shall get notified in the event that an alarm occurs on the outdoor zone of your system. A Follower also has the authority to dispatch the alarm to the monitoring center on your behalf.
Can Followers see inside my house?Followers will only have the ability to see alarms that occur outside in the outdoor zones. Only you are able to see from any device in the system. The SuperUser can delete any Follower at any time.
How will I be notified of an alarm?You will be notified of an alarm by a push notification from the smartphone App. Whenever a Camera senses an event, it will an alert to your smartphone and give you the choice to respond by either dispatching or ignoring the alarm. If the alarm is dispatched, it is sent to a monitoring station which alerts the police. If you have the Plus Monitoring Plan and there is an alarm from an Indoor MotionViewer Camera, it is dispatched automatically to the monitoring center. You will then be notified by monitoring center with a phone call.
How much time do I have to disarm if an accidental alarm is triggered?The amount of time you have to disarm if an alarm is triggered is determined by the user. This setting can be set up by a Super User in the Hub Settings menu.
What does “auto-dispatch” imply?Auto-Dispatch is a feature that works with the indoor zone with the Plus Monitoring Plan. Auto-Dispatch sends the alarm and video signal to go the monitoring center automatically, sending a push notification to your phone. This function is ideal if you are away on vacation or cannot access your phone.
What happens when an alarm is dispatched?In the event that an alarm is dispatched, a signal is sent to a professional monitoring center with the video that was displayed on your smartphone. The monitoring center will contact the police to request response to the verified alarm at the address supplied during Hub setup and in Hub Settings.
How will the system know where to dispatch police?The Monitoring Station will send the police to the address configured when you set up your Hub, which is located in the Hub Settings. It is important to keep this address correct and up to date in order to avoid dispatch to the wrong address. The delete Hub Option will reset the Hub to the factory settings and make the system non-functional until the user uses the app to re-install the system and re-subscribe to a monitoring plan.
What if a false alarm is dispatched?Monitoring Station dispatch can be cancelled in the app for up to 5 minutes after the dispatch occurred. If the police are dispatched to the premises and arrive at a false alarm, you may be subject to a fine from the police department. This varies by town, city and state so check with your local police department for accurate information
How do I cancel or change my Plan?Security monitoring plans can be modified from your Account. Monitoring Plans do not have prorated billing, and the price change in rate plan will be billed on the next monthly statement along with the total monthly rate plan for the current month. Your monitoring contract is between you and your monitoring company (and not with RSI) and you should refer to it for the details of your monitoring services plan.
When and how often will I be billed?With most plans, billing occurs once per month on the day that the subscription was activated. For specific details, refer to your contract.
If I upgrade or cancel mid-month, will my fees be refunded or pro-rated?With most plans, the service has no pro-rating for fees. Please refer to your contract with your monitoring company for details of the services plan.
What if my credit card expires?Your monitoring contract is between you and your monitoring company. If you have a credit card expiration issue, the billing system will likely notify you of an impending card expiration and what will happen, and when, as your card expires. In most instances, if the card details were not updated and the credit card expires during an active subscription, the subscription service will terminate after the paid period has expired. If this happens, YOU WILL RECEIVE NO ALERTS AND THERE WILL BE NO DISPATCH SERVICES.
What do I do if I have a billing dispute?Your monitoring contract is between you and your monitoring station. Contact customer service at your monitoring station or submit a help ticket for billing disputes.
Are there more costs for 3G cell service?Your monitoring contract, including cell costs, are between you and your monitoring station. Contact the customer service at your monitoring station for cost details.
Can I make changes or cancel my plan or my order?
Customer support contact info:
- Email: Support@dragonflysecurity.com
- Phone: 1-844-581-4242: M-F 8am-5pm CST
- Website: https://support.dragonflysecurity.com