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EMRES Security & Care Solutions

Welcome, EMRES customers

Get help with your alarm

EMRES Security & Care Solutions is now supported by Tyger Security Ltd.

After many years of dedicated service, Frank Dunsmore has now retired. Tyger Security will continue to provide support, maintenance, monitoring and installation for all existing EMRES customers.

You don’t need to do anything. Your service continues as normal.

How can we help?

For Visonic PowerMaster-10 and PowerMaster-30 alarms. Both use the same user menu. Tap the one that fits.

Orange light or beeping

The orange TROUBLE light and 3 beeps once a minute mean the panel has found a fault. It is not an alarm. The display shows TRBL next to READY or NOT READY.

  1. See what the fault is. Press i / OK on the panel again and again. Each press shows the next message, for example Z09 LOW BATTERY, AC FAILURE or COMM. FAILURE. Write down what it says.
  2. Stop the beeps. Press OFF (disarm) and enter your own user code, even though the alarm is already off. This stops the trouble beeps for 4 hours. The orange light stays on until the fault is fixed.
  3. Check the simple things using the list below. The orange light goes out by itself once the cause is fixed.
Page 19Reading trouble messages and stopping the beeps

How to check trouble messages on your Visonic PowerMaster 10 / 30

70-second guide with captions. Nothing plays until you press play.
Read the transcript
  1. Welcome to Tyger Security. Here’s how to check a trouble message on your Visonic PowerMaster 10 or 30.
  2. Spot the warning. If the orange trouble light is on, and the panel beeps three times a minute, the display flashes TRBL. After an alarm, it shows MEMORY.
  3. Press OK. Press the OK button (marked i / OK). The panel name is shown first.
  4. Keep pressing OK to see each message in turn, such as zone nine, low battery, in the kitchen (Z09 LOW BATTERY), a missing device (Z15 MISSING), or a communication failure (COMM. FAILURE). Alarm memory is shown first, then troubles.
  5. Common messages: LOW BATTERY – a device battery is running low. MISSING – a device hasn’t reported to the panel. TAMPER OPEN – a device’s tamper is open. AC FAILURE – no power supplied to the device. COMM. FAILURE – a message couldn’t be sent.
  6. Back to READY. After the last message, the display returns to READY. The trouble light clears once the fault is fixed. MEMORY clears the next time you set the alarm.
  7. Top tip: to silence the trouble beeps for four hours, disarm the system again, even though it’s already disarmed.
  8. Not sure what a message means? Call Tyger Security on 07877 633633, or visit our support page.

What the message means

AC FAILURE
No mains power to the panel. Check the plug or fused spur is on, and whether there is a power cut. It clears when power is back.
CPU LOW BATTERY
The panel’s backup battery is low. This is normal for a few hours after a power cut. If it is still there a few hours after the power is back on, book a visit. Please don’t open the panel.
LOW BATTERY (with a zone, e.g. Z09)
A detector, keyfob or siren battery is running out. Note the zone number and name, and book a visit within 7 days.
TAMPER OPEN
A detector cover is open or a device has been knocked off the wall. Check the named device. If the panel says CPU TAMPER OPEN, or it won’t clear, book a visit.
MISSING
A device hasn’t checked in for a while, often because of a flat battery. Book a visit.
COMM. FAILURE, LINE FAILURE or GSM NET FAIL
The alarm couldn’t send a message. Check the phone line or router hasn’t been unplugged or changed. If it carries on, see My phone isn’t working or book a visit.
CLEAN ME
A smoke detector needs cleaning or checking. Book a visit.

Display says MEMORY? That means an alarm or tamper happened while it was set. Press i / OK to see which zone. It clears the next time you set the alarm.

Page 20What each trouble message means Page 18Trouble light, beeps and alarm memory Page 61Backup battery and device batteries

Still showing after these checks? Book a visit. We never give out engineer or installer codes. If a fix needs the engineer menu, one of our engineers will come out.

My phone isn’t working

Which one is it?

The alarm app on your smartphone

The Visonic-Go app has ended, so it will no longer connect. That isn’t a fault with your phone or your alarm. Your panel and keyfobs still work as normal.

Is your alarm monitored through Tyger’s maintenance programme?

  1. Install the ConnectAlarm app: App Store (iPhone) or Google Play (Android).
  2. When it asks for the server, enter logonmysecurity.com.
  3. Log in with the email address you registered with and your own password.
  4. Forgotten your password? Tap Forgot? on the app’s login screen and follow the reset email.

Keep your app email and password private. We will never ask you for them. If you don’t know which email you registered with, or the reset doesn’t arrive, contact us.

We can check your PowerMaster and advise on the remote app and monitoring options that suit it. Contact us or book a visit and we’ll talk you through them.

The alarm doesn’t call or text your phone

Your PowerMaster can call up to 4 private phone numbers, and send texts to 4 numbers if it has a SIM card fitted. The master user (user code 1) can check or change these numbers at the panel:

  1. Make sure the alarm is off (disarmed).
  2. Press » NEXT until the display reads USER SETTINGS, then press i / OK.
  3. Enter your master user code.
  4. Press » NEXT until you see PRIVATE REPORT, then i / OK.
  5. Choose VOICE REPORT for phone calls or SMS REPORT for texts, then follow the manual to check the events and the 1st–4th private tel# numbers.
  6. When done, press AWAY to jump to <OK> TO EXIT, then i / OK.

When the alarm calls you, press 2 on your phone’s keypad to acknowledge the message.

Page 36Private phone and SMS reporting: events Page 37Programming a private phone number Page 38SMS report numbers Page 52How alarm calls and texts work

If PRIVATE REPORT isn’t in your menu, the panel shows COMM. FAILURE, LINE FAILURE or GSM NET FAIL, or the phone line, SIM or monitoring needs changing, that needs the engineer menu. Book a visit and we’ll sort it.

Book an engineer visit

Pick a time online, or call the office and we’ll arrange it.

Book a visit online Call the office 07877 633633

It helps if you can tell us:

  • that you’re an EMRES customer, with your name and address
  • your panel: PowerMaster-10 or PowerMaster-30 (it(it’s printed on the front)rsquo;s shown on the panel)
  • what the display says, or a photo of it

Manual links open the official Visonic PowerMaster-10/30 G2 User’s Guide (version 20.2), hosted by Johnson Controls. Menu names can differ slightly on older panels. We never give out engineer or installer codes.

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