Common faults and fixes

  • When inserting a new sim make sure the power to the unit is off. 
  • Only turn on the unit’s power once the new SIM is inserted.

Fix number 1:

When you have a red flashing LED on your board it could mean that the onboard lithium battery has died. The fix for this is to first check the voltage of the battery, there should be at least 3v DC.

If the readings are saying under 3v or no voltage, then do the following:

For Telguard ML/Optimus products: Simply replace the CR1220 3v battery.

For Telguard HY-CAN products: The board will most likely need to be replaced or sent back to us, as the battery is soldered onto a metal partition.

Fix number 2:

The SMS cache could be full, to clear this simply do the following:

If your unit has a keypad, type in 5787 then the serial number

4* (wait a second)

8* (wait a second)

8* (wait a second)

3* (wait a second)

Repeat 3* for an extra clear

Press * 5 times to exit out of the menu

If the unit does not have a keypad you can perform the above steps over the phone for any Telguard HY-CAN product. You will of course need to know the telephone number of the SIM.

You can also text the unit the following if the SWV is above 1.54: 87serial.4.8.8.3 – replace ‘serial’ with the 6 digit serial number.

Once this is done, you will need to contact the network provider to have all marketing/alert messages removed from the SIM, as this will be what is causing the spam of SMS messages.

A quick solution for this issue is that if the unit is calling a mobile phone, make sure the receiver of the call has WiFi calling disabled.

If the callee is using quite an old handset, then this could also be the cause of the issue as well.

On landline units, it is highly recommended that if there is any audible interference, get the line provider to perform a test on the line as this could also be causing the issue where DTMF tones are not being heard.

On GSM/4G units, please note that trying an alternative SIM card (preferably a different mobile network) is advisable, as the issue could lie with the network status within that specific area.

If the above does not work, please contact our technical team.

Please also be aware that our systems are experiencing a non-compatibility issue with most digital lines not working with

DTMF tones. If your customer is using a digital line in their household, it is recommended that they ask for their mobile

phone to be connected as a point of contact rather than the landline phone which is using the digital line.
Regarding digital line issues , you can refer to the following link: https://www.voipmechanic.com/dtmf-issues.htm