Troubleshooting Common Secondary Keypad Issues

Common Terms

Secondary Keypad

An additional touchpad (hardwired or wireless) that lets you arm/disarm and control your system away from the main panel.

Transformer (Power Brick, Plug-in Adapter, Wall Wart)

A small low-voltage power supply that plugs into a standard outlet to power a hardwired keypad.
Also called: power brick, plug adapter, wall wart.

House Code

A numeric code used by some panels (e.g. Honeywell Lynx) to pair the keypad; must match the main panel’s code.

RF Interference (Wireless Interference, Signal Blockage)

Radio-frequency noise or obstacles—like baby monitors, large appliances, or metal surfaces—that can block wireless keypad communication.

AP Mode (Access Point Mode)

A setup mode where the keypad broadcasts its own Wi-Fi network so you can connect directly for configuration.

No Power

If your keypad has no lights or beeps, follow these steps:

1. Check for an outage: If your home recently lost power, wait until it’s restored before troubleshooting.
2. Verify the transformer (power brick):
   1. Locate the transformer plug—usually near the main panel.
   2. Make sure it’s fully plugged into a working outlet. If not, plug it in and wait up to 24 hours for the backup battery to recharge.
3. Test the outlet:
   1. Unplug the transformer.
   2. Plug in another device (e.g., a lamp). If it powers on, the outlet is OK; if not, you’ll need an electrician.
4. Inspect the wiring:
   1. With the transformer unplugged, open the keypad housing (remove screws or tabs).
   2. Ensure the red and black wires are firmly attached to the connector screws.
   3. Re-close the housing, plug the transformer back in, then power-cycle the keypad by unplugging and re-plugging it.
5. If the keypad still has no power, contact us to arrange a service visit.

Screen Frozen or Flickering

If your keypad display is unresponsive, stuck or shows doubled images:

1. Power-cycle the keypad: Unplug the transformer (power brick) for 10 seconds, then plug it back in.
2. If the screen still misbehaves, try a different outlet using an extension cord.
3. If moving outlets fixes it, your original outlet may be over- or under-powered—consider having an electrician inspect it.
4. If the screen remains frozen or flickers, contact us to schedule a technician visit.

Connectivity Issues

If your keypad isn’t communicating with the main panel:

1. Check distance: Wireless keypads should be within 40 ft of the main panel. If farther, try moving it closer.
2. Remove interference: Look for devices (baby monitors, radios, large appliances) or metal surfaces—move either the keypad or the interfering device.
3. Verify pairing:
   • Honeywell Lynx: Ensure the main panel and keypad share the same House Code.
   • 2GIG / GC2 / GC3 / Edge: On the main panel, power down, reseat the wireless receiver, then reboot both panel and keypad (hold Home button on keypad for 10 sec).
4. If your panel instructions include it, delete and re-learn the secondary keypad to the panel.
5. If you still cannot connect, contact us for further assistance.

Clear a Tamper Error

A tamper alert means the system thinks the keypad housing was opened. To clear it:

1. Secure the keypad: Snap the cover firmly into place until you hear a click.
2. Press the tamper switch: Inside the housing, press and hold the small tamper button for 5 seconds.
3. Clear on your main panel:
   • IQ Panel 2 / IQ Panel 4:
     1. Swipe down from the top of the home screen and tap Settings.
     2. Tap Advanced Settings and enter your master code.
     3. Select Installation → Security & Arming.
     4. Toggle off Panel Tamper.
   • If you have another panel type, follow its instructions to clear alerts in the menu.
4. If the tamper message remains, contact us to arrange a technician visit.

Moving Your Secondary Keypad

If you’d like to reposition your keypad:

1. Check for in-wall wiring: If wires feed through the wall, a technician must relocate it—contact us.
2. No hardwiring?—DIY move:
   1. Unplug the transformer (power brick) or remove batteries if wireless.
   2. Mount the backplate in the new location using the provided screws.
   3. Re-install the keypad, plug in the transformer or re-insert batteries.
3. Verify operation: Wake the keypad and ensure the screen lights up and you can enter your code.
4. If it won’t power on or connect, contact us for help.

Handle a Damaged Keypad

If the keypad is cracked, corroded, or buttons are broken:

1. Remove it from the wall/backplate and inspect for cracks or loose parts.
2. Contact us to arrange a replacement or a technician visit for installation.

Need More Help?

If you’re still having trouble with your secondary keypad, please contact us at 469-513-8685 or start a chat through our Help Center. We’re here to assist you!