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For further assistance on how to install your Door and Window sensor, please watch the video below:

[youtube:id:WI4Mjl0dx6A]

Installing your Door and Window Sensor / Video on how to install your Door and Window sensor

To install your Door and Window Sensor, make sure you have the following in addition to the included equipment:

- 4mm flat screwdriver

Installing your Door and Window Sensor / Pre-installation checklist

__If this is the first time you are installing the TELUS SmartHome Security system__, before you install your sensors, make sure to follow the step-by-step guide included in the box first. After you complete these steps and successfully set up the Control Panel, you can then add more devices to your account. 

Don’t have the app or having trouble logging in? [__Click here to learn more__](https://www.telus.com/en/support/article/log-in-telus-smarthome-security-account).

To add a sensor to your security system, use your TELUS SmartHome app and follow these instructions here:

1. Log in to your TELUS SmartHome app on your mobile device
2. Select __More__ at the bottom right-hand corner
[img src="//images.ctfassets.net/9mt4r6ro1ay9/5AQ9W3l6Yetwj7ueq3vz5S/503d79538d5307c36b492139a639172a/Install_smoke_sensor-Step_2-_EN.jpeg" alt="Select More at the bottom-right corner" max-width="250"]
3. Select __+ Add Device__
[img src="//images.ctfassets.net/9mt4r6ro1ay9/1fY9kjjaikT8xylIOZubGs/1f3cf28ccbad925f6c92ef7ecac18199/Install_smoke_sensor-Step_3-_EN.jpeg" alt="Select Add Device." max-width="250"]
4. Select __Security__
[img src="//images.ctfassets.net/9mt4r6ro1ay9/5lgIXwkRVAQkulE3Brcvbe/fda37385a90ff31c973afa64976b2b6b/Install_smoke_sensor-Step_4-_EN.jpeg" alt="Screenshot of the TELUS SmartHome app "Select Security." max-width="250"]
5. Select your device and follow the on-screen instructions to complete the setup

Once all of your sensors are added successfully, you will be shown how to complete a walk test to confirm that each sensor is working as expected. If you experience any issues at any time during your installation, please [contact us](https://www.telus.com/en/support/contact-us#phone).


Installing your Door and Window Sensor / Installing your sensor using the mobile app

__I am unable to add the sensor to my TELUS SmartHome Security system__

If you are unable to add the Door and Window sensor, try resetting your sensor by removing the cover of the device. Next, press and hold the round button in the middle of the circuit board for approximately 10 seconds until the LED starts flashing red. This will reset the device and you can now re-add your sensor.

__Where should I install my Door and Window Sensor?__

Your Door and Window Sensor should be placed on non-metallic doors or frames only. Metallic doors or frames can cause interference between the sensor and the Control Panel and is not recommended.

A Door and Window Sensor should be located inside your home on a clean surface area. Make sure you wipe the location before installing your sensor.

__How to mount the Door and Window Sensor with the double-sided adhesive tape__

To mount your Door and Window Sensor with the provided double-sided adhesive tape, follow the instructions below. 

1. Peel the release liners off the two strips of double-sided adhesive tape and attach the tape to the back of the device and the magnet. [img src="//images.ctfassets.net/9mt4r6ro1ay9/11JNNzVvwqiWcCTvCUFJJZ/9b56c5cb3c3cbbf282cac13907b0e100/graph1.png" alt="attach the tape to the back of the device" max-width="350"]
    1. Double-sided adhesive tape
    2. Enrollment / battery tab

2. Place the device on the frame of a window or door and place the magnet on the moving surface of the door or window itself, directed according to the location marks. [img src="//images.ctfassets.net/9mt4r6ro1ay9/3HXEBfVFdSSZteceQZUeq3/7d03df269a5dbeaac8d289bb1b91d1ac/graph2.png" alt="Place the device on the frame of a window or door" max-width="300"] [img src="//images.ctfassets.net/9mt4r6ro1ay9/7b3ErpHPFcRLokSthGiLbU/469c0759397a5772ec0183d6ec6973db/graph3.png" alt="place the magnet on the moving surface of the door or window" max-width="250"]

__How to mount the Door and Window Sensor with screws__

To mount your Door and Window Sensor with screws, follow the instructions below. 

1. Insert a coin in the slot and twist to remove the cover. If a coin is not available, insert a 4mm flat screwdriver into each slot of the plastic cover and twist to open each side. [img src="//images.ctfassets.net/9mt4r6ro1ay9/4gFbpdnL5uP575DrYbEoT3/25dd2b6a53367cb27ab0b1ecbb895c95/graph4.png" alt="Remove the cover" max-width="425"]
2. Screw the device base onto the door frame.
3. Peel the release liner off the strip of double-sided adhesive tape and attach the tape to the back of the magnet.
4. Place the magnet on the moving surface of the door or window itself, directed according to the location marks. [img src="//images.ctfassets.net/9mt4r6ro1ay9/7MiJr8YpAwNkJk5DUxMMzY/d3ecea282cb8b7e25a61974189cf2a35/graph5.png" alt="Place the device on the frame of a window or door" max-width="300"] [img src="//images.ctfassets.net/9mt4r6ro1ay9/3mCq1Uph74Fcz8unZRldDJ/b34a750ebb2ecab151c71f18544b3ce7/graph6.png" alt="place the magnet on the moving surface of the door or window" max-width="300"]

__My Door and Window Sensor is failing the walk test__

If you are testing your sensor using the TELUS SmartHome mobile app and the device is consistently failing to pass the walk test, it is possible that you entered an incorrect sensor ID at an earlier stage or that the sensor is malfunctioning.

Please call TELUS Technical Support at __1-855-255-8828__ to resolve the issue and complete your installation.

Installing your Door and Window Sensor / Troubleshooting your Door and Window Sensor

Fix false alarms, beeping and other related issues

Are you experiencing issues with your Door and Window Sensor? Try our troubleshooting wizard. If you need help, you can request a callback with a support representative.

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How to install your Door and Window Sensor.

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Installing your Door and Window Sensor / SEO

Fix false alarms, beeping and other related issues | TELUS Support

How to troubleshoot your Door and Window sensor issues

TELUS SmartHome Security troubleshooting tools / Door and window sensors

Troubleshoot door window sensors

For further assistance on how to install the Smoke Sensor, please watch the video below:

[youtube:id:ofNbn-2Y8tQ]


Installing your Smoke Sensor / Video on how to install the Smoke Sensor

To install your Smoke Sensor, make sure you have the following in addition to the included equipment:

- Drill and 2mm bit
- Hammer
- Ladder

Installing your Smoke Sensor / Pre-installation checklist

__If this is the first time you are installing the TELUS SmartHome Security system__, before you install your sensors, make sure to follow the step-by-step guide included in the box first. After you complete these steps and successfully set up the Control Panel, you can then add more devices to your account. 

Don’t have the app or having trouble logging in? [__Click here to learn more__](https://www.telus.com/en/support/article/log-in-telus-smarthome-security-account).

To add a sensor to your security system, use your TELUS SmartHome app and follow the instructions below:

1. Log in to your TELUS SmartHome app on your mobile device.
2. Select __More__ at the bottom-right corner.
[img src="//images.ctfassets.net/9mt4r6ro1ay9/5AQ9W3l6Yetwj7ueq3vz5S/503d79538d5307c36b492139a639172a/Install_smoke_sensor-Step_2-_EN.jpeg" alt=”Screenshot of the TELUS SmartHome app Home screen and an arrow pointing at "More" at the bottom-right corner of the screen.” max-width="250"]
3. Select __+ Add Device__.
[img src="//images.ctfassets.net/9mt4r6ro1ay9/1fY9kjjaikT8xylIOZubGs/1f3cf28ccbad925f6c92ef7ecac18199/Install_smoke_sensor-Step_3-_EN.jpeg" alt=”Screenshot of the TELUS SmartHome app "Account" screen and an arrow pointing at "Add Device".” max-width="250"]
4. Select __Security__.
[img src="//images.ctfassets.net/9mt4r6ro1ay9/5lgIXwkRVAQkulE3Brcvbe/fda37385a90ff31c973afa64976b2b6b/Install_smoke_sensor-Step_4-_EN.jpeg" alt=”Screenshot of the TELUS SmartHome app "Add Device" screen and an arrow pointing at "Security".” max-width="250"]
5. Select your device and follow the on-screen instructions to complete the setup.

Once all of your sensors are added successfully, you will be shown how to complete a walk test to confirm that each sensor is working as expected. If you experience any issues at any time during your installation, please [contact us](https://www.telus.com/en/support/contact-us#phone).

Installing your Smoke Sensor / Installing your sensor using the mobile app

__Where should I install my Smoke Sensor?__

Your Smoke Sensor should be installed on a clean surface area inside your home. Make sure you wipe the location before installing your sensor. A good location for a Smoke Sensor is:

- Between bedroom areas and the rest of the home
- Near stairways to the upper floor
- 4 inches away from the nearest wall if ceiling mounted
- 4 inches away from the ceiling if wall-mounted
- Away from kitchens, bathrooms, and areas with usage of recreational smoke (i.e. smoking, vaping)

A Smoke Sensor should not be installed: 

- Directly above a sink, cooker, stove or oven
- Within five feet of any cooking appliances
- Near doors and windows with drafts
- Outside or in a garage
- In or below a cupboard
- In a location where the air flow is obstructed by curtains or furniture
- In a location where dirt or dust could collect and block the sensor
- Anywhere the sensor can be knocked, damaged or inadvertently removed
- On removable ceiling panels

__How to mount my Smoke Sensor__

1. Refer to the diagram below and install the mounting base on the ceiling or on the wall (if local ordinances permit). Use the two screws and anchors provided. Maneuver the base so the screws are at the elbow of the screw slots and secure.
2. Fit the detector inside the base by aligning it over the base as shown (detector’s alignment notch should be slightly offset from mounting base tamper release tab), then turn the detector in a clockwise direction until it clicks into place.
![diagram-smokesensor](//images.ctfassets.net/9mt4r6ro1ay9/1GCYje3BSZ6EClZoVeXVSq/4f773793c6bd7a1b5a029cc2ce8ef157/diagram-smokesensor.png)

__My Smoke Sensor is failing the walk test__

If you are testing your sensor using the TELUS SmartHome mobile app and the device is consistently failing to pass the walk test, it is possible that you entered an incorrect sensor ID at an earlier stage or that the sensor is malfunctioning.

Please [contact us](https://www.telus.com/en/support/contact-us#phone) to resolve the issue and complete your installation.

Installing your Smoke Sensor / Troubleshooting your Smoke Sensor

Installing your Smoke Sensor

Are you experiencing issues with your Smoke Sensor? Log in and try our troubleshooting wizard.

SH Smoke Sensors

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Installing your Smoke Sensor Swiftype Title

Step-by-step instructions for installing your SmartHome Security Smoke Sensor.

Installing your Smoke Sensor Swiftype Description

Installing your Smoke Sensor / SEO

Learn how to install your home security Smoke Sensor with our helpful video guide as well as step-by-step instructions.

Installing your Smoke Sensor | TELUS Support

How to install your Smoke Sensor

TELUS SmartHome Security troubleshooting tools / Smoke Sensor

Troubleshoot smoke detectors

For further assistance on how to install your Carbon Monoxide (CO) Detector, please watch the video below:

[youtube:id:H4K1-CbwZLM]

Installing your Carbon Monoxide (CO) Detector / Video on how to install your Carbon Monoxide (CO) Detector

To install your CO Detector, make sure you have the following in addition to the included equipment:

- Drill and 2mm bit
- Hammer
- Ladder

Installing your Carbon Monoxide (CO) Detector / Pre-installation checklist

__If this is the first time you are installing the TELUS SmartHome Security system__, before you install your sensors, make sure to follow the step-by-step guide included in the box first. After you complete these steps and successfully set up the Control Panel, you can then add more devices to your account.

Don’t have the app or having trouble logging in? [__Click here to learn more__](https://www.telus.com/en/support/article/log-in-telus-smarthome-security-account).

To add a sensor to your security system, use your TELUS SmartHome app and follow the instructions below:

1. Log in to your TELUS SmartHome app on your mobile device.
2. Select __More__ at the bottom right-hand corner.
[img src="//images.ctfassets.net/9mt4r6ro1ay9/2c8q4tTJZu5H2rb3vDJWUn/4830c45178757773595647eec0100a77/Install_CO_Detector-Step_2-_EN.jpeg" alt=”Screenshot of the TELUS SmartHome app Home screen and an arrow pointing at "More" at the bottom-right corner of the screen.” max-width="250"]
3. Select __+ Add Device__.
[img src="//images.ctfassets.net/9mt4r6ro1ay9/58ehwdICRyqIRwHByzP15w/1e0c86546c23571eb1be60b3101fc2bc/Install_CO_Detector-Step_3-_EN.jpeg" alt=”Screenshot of the TELUS SmartHome app "Account" screen and an arrow pointing at "Add Device".” max-width="250"]
4. Select __Security__.
[img src="//images.ctfassets.net/9mt4r6ro1ay9/39NlS8i6ikdtUISJUWKiOq/873efbb548b1f37f5afa9463a916889f/Install_CO_Detector-Step_4-_EN.jpeg" alt=”Screenshot of the TELUS SmartHome app "Add Device" screen and an arrow pointing at "Security".” max-width="250"]
5. Select your device and follow the on-screen instructions to complete the setup.

Once all of your sensors are added successfully, you will be shown how to complete a walk test to confirm that each sensor is working as expected. If you experience any issues at any time during your installation, please [contact us](https://www.telus.com/en/support/contact-us).

Installing your Carbon Monoxide (CO) Detector / Installing your sensor using the mobile app

__Where should I install my CO Detector?__

Your CO Detector should be installed on a clean surface area inside your home. Make sure you wipe the location before installing your sensor. A good location for a CO Detector is:

- At least 12" from any wall if ceiling mounted
- At least 6" from the ceiling but not lower than a light switch if wall mounted
- Within 10 feet (3m) of a sleeping area
- Inside any room that contains a fuel burning appliance (or just outside any room with a fuel burning appliance if the room is not used regularly)

CO Detectors should NOT be installed:

- Directly above a sink, cooker, stove or oven
- Within five feet of any cooking appliances
- Near doors and windows with drafts
- In or below a cupboard
- In a location where the air flow is obstructed by curtains or furniture
- In a location where dirt or dust could collect and block the sensor
- Anywhere the sensor can be knocked, damaged or inadvertently removed
- On removable ceiling panels

__How to mount my CO Detector__

1. Refer to the diagram below and install the mounting base on the ceiling or on the wall (if local ordinances permit) using screw locations as required. Use the two screws and anchors provided. Maneuver the base so the screws are at the elbow of the screw slots and secure.
2. Fit the detector inside the base by aligning it over the base as shown (detector’s alignment notch should be slightly offset from mounting base tamper release tab), then turn the detector in a clockwise direction until it clicks into place.
[img src="//images.ctfassets.net/9mt4r6ro1ay9/2S9Cz4D8dSJ2ihCRdTlpx9/ae57b75e7104e4ae9d9462dfb844eff3/diagram-co.png" alt="Attach the detector to the base" max-width="350"]
__My CO Detector is flashing/ making a sound__

If your CO Detector is flashing or making a sound, see below for more information about the LED lights on your device and what the pattern may indicate.

| __Status__     | __LEDs__     | __Sound made__     |
| ---------- | ---------- | ---------- |
| Normal       | Green flash every 12 seconds       | Not applicable       |
| Alarm/test       | Red flash every 12 seconds       | ANSI S3.41 temporal 4 (press button to hush for 5 minutes)       |
| Detector trouble       | Yellow flash every 6 seconds       | One 100ms chirp every 45 seconds       |
| Low battery       | Yellow flash every 12 seconds       | One 100ms chirp every 45 seconds (press button to hush for 12 hours)       |
| Detector end of life       | Yellow flash every 23 seconds       | One 100ms chirp every 45 seconds       |
| Powering up       | Green, yellow and red flash sequence every 12 seconds       | One 100ms chirp at end of power-up sequence       |
| Tamper       | Green, yellow and red flash sequence every 12 seconds       | Not applicable       |

__My CO Detector is failing the walk test__

If you are testing your sensor using the TELUS SmartHome mobile app and the device is consistently failing to pass the walk test, it is possible that you entered an incorrect sensor ID at an earlier stage or that the sensor is malfunctioning.

Please [contact us](https://www.telus.com/en/support/contact-us) to resolve the issue and complete your installation.

Installing your Carbon Monoxide (CO) Detector /  Troubleshooting your CO Detector

In order to verify the expiry date of your CO Detector, please check the sticker attached to your detector: [img src="//images.ctfassets.net/9mt4r6ro1ay9/7B2xjg1eu36SUbxCVMKKeb/d76a042b76904ca84a1a85102869891e/CO_detector-expiry.png" alt="CO Detector expiry date" max-width="250"]


Installing your Carbon Monoxide Detector / How to check the expiry date of your CO Detector

__What should I do if my CO Detector is expired?__
__If you have verified that your device is expired or is about to expire in the next three months__, please [contact us](https://www.telus.com/en/support/contact-us) to book a replacement.

__How to swap your CO Detector__
Once you have received your new equipment, please follow these steps to swap your device:
   1. Remove the detector by rotating it counterclockwise and pulling away from the baseplate.
   2. Fit the new detector inside the existing baseplate and rotate it clockwise until it clicks. 
   3. For more information, please refer to [how to install your new Carbon Monoxide (CO) Detector](https://www.telus.com/support/article/install-co-detector#video-on-how-to-install-your-carbon-monoxide-co-detector).

__Please note__ that in order for your new equipment to work correctly, __it is important to remove your old device from your TELUS account__. [Log in here](https://www.telus.com/self-care/co-remove) to remove your old equipment.

If you need help with removing your old device or if you require additional support, please [contact us](https://www.telus.com/en/support/contact-us).

Installing your Carbon Monoxide (CO) Detector / Replacement of your expired CO Detector

Installing your Carbon Monoxide (CO) Detector

Are you experiencing issues with your CO Sensor? Log in and try our troubleshooting wizard.

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How to install your Carbon Monoxide (CO) Detector, check its expiration date and swap in a replacement for an expired detector.

Installing your Carbon Monoxide (CO) Detector | TELUS Support

How to install your CO Detector

TELUS SmartHome Security troubleshooting tools / CO (Carbon Monoxide) detector

Troubleshoot CO detectors

Your cameras need to be connected to a power source in order to connect to your home’s Wi-Fi network. Please make sure to check if your camera is fully plugged in to rule out any issues related to power first.

Troubleshoot connectivity issues with my video cameras / Verify your camera is connected to a power source

Your cameras need at least 2.5 Mbps of upload speed to operate consistently. If your bandwidth is too slow, contact your internet service provider to find out how to increase your upload speed. Learn more about [__internet plans from TELUS__](https://www.telus.com/en/internet).

Troubleshoot connectivity issues with my video cameras / Verify your internet speed

If other devices connected to the same network are experiencing intermittent connectivity issues, it is likely there is a problem with your router. To resolve, try rebooting the router or contacting your internet service provider.

Troubleshoot connectivity issues with my video cameras / Reboot your router

If a camera is connected to Wi-Fi and does not have a strong wireless connection, this may make it more prone to dropping off the network. This can happen if your camera is located far away from your wireless router or if there are several obstacles between the router and the device. Walls, floors, ceilings, or even large home appliances can all affect the Wi-Fi signal strength.

To resolve a poor wireless connection, reposition the router (or extender) closer to the camera. Even adjusting the positions by a few inches can help. If relocation is not an option, consider purchasing a wireless network extender to increase range. Learn more about [__TELUS Boost Wi-Fi__](https://www.telus.com/en/internet/boostwifi).

__Note__: For devices connected to the router using an ethernet cable, try connecting the ethernet cable to another port or use a different ethernet cable.

![Boost Wi-Fi Modem](//images.ctfassets.net/9mt4r6ro1ay9/1Ir2KNSiBlwARAqkn7v8Ig/0ef274fd4c6f63482411b57262fae447/Boost_Wi-Fi_Modem.png)

Troubleshoot connectivity issues with my video cameras / Verify the wireless connection

Troubleshoot connectivity issues with my video cameras

Are you experiencing connectivity issues with one or more of your SmartHome cameras? Log in to My TELUS to fix this automatically. If you need help, you can request a callback with a support representative.

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![Devices](//images.ctfassets.net/9mt4r6ro1ay9/4GfpeXfDgJoW9XIXdVW1jx/a690af7406c330b488891e2b4ecc855c/devices.png)

Are your video cameras or doorbell cameras periodically disconnecting from your network? If yes, your home may not have the required bandwidth or signal strength for the device to operate consistently. Here are some tips on how to troubleshoot these connectivity issues.

Troubleshoot connectivity issues with my video cameras / SEO

Find out why your video cameras and doorbell cameras are periodically disconnecting from your network.

Troubleshoot connectivity issues with my video cameras | TELUS Support

Find out why your video and/or doorbell cameras periodically disconnect from your network.

TELUS SmartHome Security troubleshooting tools / Cameras

Troubleshoot cameras

Replacing the batteries for my AlarmForce equipment

For more information on managing your TELUS SmartHome Security, please visit [SmartHome Security support](https://www.telus.com/en/support/topic/smarthome).

Change the batteries in your AlarmForce equipment.

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Replacing the batteries for my panel and sensors (before 2019)

Change the batteries in your panel and sensors (before 2019).

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Replacing the batteries for my panel and sensors (2019 and after)

Change the batteries in your panel and sensors (2019 and after).

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Replacing the batteries for my automation devices

Change the batteries in your SmartHome Security devices

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Change the Batteries in Your SmartHome Devices

Changing the batteries in your SmartHome Security devices

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Learn how to change the batteries in your SmartHome Security devices, including smart door lock, smart thermostat and garage door controller.

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Instructions for replacing the batteries in your panels and sensors, automation devices and SmartHome Security equipment.

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Automated tools to help you fix issues with your TELUS SmartHome Security System.

TELUS SmartHome Security troubleshooting tools | TELUS Support

To fix issues with your SmartHome Security system, please select from the following automated tools and log in for the best fix. When you log in, our Smart Tools use your device data to help you fix your issues faster.