Support
Welcome to the OnPoint Support page. Here we provide some quick answers to regular questions regarding support for your existing smoke alarm. Further down this page we have video tutorials on everything you need to know. We are here to help, so if you can’t find the answers you need below please do not hesitate to drop us an email or give us a call.
We are here to help
Welcome to the On Point Support page. Here we provide some quick answers to regular questions regarding support for your existing smoke alarm. Further down this page we have video tutorials on everything you need to know. We are here to help, so if you cant find the answers you need below please do not hesitate to drop us an email or give us a call.
In Touch - Unmatched Product Support For Electricians
Introducing a game-changing Warranty Support Program for Electricians. We call it InTouch.
At On Point Distribution, we know that your time is money. That’s why we’re launching a new post-installation warranty and customer support program designed to save you time on unnecessary site revisits and keep your customers happy.
Trouble Shooting & Maintenance
All smoke alarms need a little love from time to time, regardless of brand, to ensure you avoid annoying nuisance alarms. Due to their location on the ceiling, and the need for air to flow through them, it is inevitable that they will collect dust, fly spots, webs and insect deposits which can block the mesh and reduce airflow through the alarm or dust can settle in the smoke chamber.
If you are experiencing any issues with your smoke alarm, in particular nuisance alarms, then we are here to help. But before you call us we ask you to follow the Troubleshooting guide below. We have found that 90% of all calls relating to nuisance alarms are resolved just by following the simple maintenance steps in the guide below.
Regular Maintenance:
For your alarms to be the most effective they should be vacuum cleaned once per quarter, ideally with the brush attachment. Ensure you remove the alarm from the ceiling and vacuum around the chamber filter / mesh area of the alarm and not just the audio hole on the bottom. They should also be wiped with a slightly damp cloth (do not open the alarm). Test the smoke alarm once per month by pushing the test button. The smoke alarm should produce a loud alarm tone.
The alarm is sounding, even though there is no smoke.
This is a simple and quick fix, and generally alleviates 95% of false alarms. On occasions (this can occur any time – from the first week to the 10th year), dust or bugs can find their way inside the chamber and scatter the optical light – activating the alarm. All photoelectric smoke alarms, no matter the brand, require maintenance from time to time.
Simply remove the alarm from the ceiling, then run a vacuum cleaner with a brush attachment if you have one, on the lowest setting, around the outside of the alarm near the chamber filter (grey mesh). Do not open up the alarm. Ensure the alarm is in the base, wait 10 seconds and then test.
Does humidity effect my alarms?
All AS3786:2104 alarms are tested to over +90% Rh non-condensing humidity. Our alarms have been designed to live in 95% humidity, however any higher percentage in the atmosphere, condensation forms inside the chamber and interferes with the PCB – causing the alarm to siren.
There is also an optimal temperature range a smoke alarm can live within (most brands this is around the +5 – 38 degrees mark). If the temperature is outside of this range , this can also cause false alarms.
Unfortunately, there isn’t a fix here as you can’t control the weather. If humidity is causing a false alarm, either blowing a hairdryer with warm air through the chamber filter can dry off the PCB or turn on your heat pump to ‘dry’ mode.
Does steam make my alarm activate?
Steam from the shower or cooking can cause false alarms once it passes through the chamber. We recommend installing the alarm as far away from a bathroom or kitchen area as possible to avoid this issue.
Tips to installing an alarm.
Areas to avoid when installing smoke alarms:
1. In dusty rooms or areas of potential dust build up i.e. above the door frame.
2. At least 50cm away from an LED light.
3. In corners of a room (within 30cm) and peaks of apex (within 50cm).
4. In areas where temperatures may frequently reach outside of +4c to 38c
5. In areas of high humidity.
5. In kitchens, garages and laundries (we recommend the installing a Heat Alarm).
6. At least 100cm away from an HVAC system.
7. At least 40cm away from the end of a ceiling fan
8. Not in the direct air stream of a heat pump / air conditioning unit
Where to buy?
My alarm does not sound when I press the test button?
Ensure the alarm is clicked firmly into the mounting base.
Take a look at our how to videos
Explore our collection of how-to videos designed to help you get the most out of our products.
Interconnecting your alarms
Watch this short video to learn how quick and easy configuring the CAVIUS Wireless Family Range
Installing your alarms
Find out more about installing your alarms in your home
Testing your alarms
After you have installed your alarms you will need to test them to ensure connectivity
Alarm sounds - what to do
So what do you do when your alarm goes of? Take a look at our video to learn what to do.
Troubleshooting and maintenance
All smoke alarms require regular maintenance to ensure they work properly and remove nuisance alarms
How to full video
Watch our full support video presentation that takes you through interconnecting, installing, testing and troubleshooting your CAVIUS alarms.
Watchman
Watchman How To Video
Need Help? We're Here!
If you have any questions or need assistance, please don’t hesitate to reach out.